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An IT expert who thought he was getting back at his bank by signing in with the keywords ‘Lloyds is Pants’ was outdone when its staff switched them to ‘no it’s not.’ Steve Jetley, a computer consultant, only set the cheeky passwords after a row with Lloyds TSB, his bank for 20 years, left him with an unpaid holiday insurance bill of £1,200. Thinking customer service couldn’t get any worse, he tried to check his balance but couldn’t, as call centre staff said his keywords didn’t match the ones on his account. “Barclays is better” he offered as the new passwords but, like “Lloyds is Rubbish”, the reset was deemed inappropriate by Lloyds TSB’s Business centre in Birmingham. After reportedly being told that the system would only accept single words, he tried “censorship” but was then told, rather fittingly, that the keywords must include digits. In a statement to CUK, Lloyds hinted that the muddle arose from Mr Jetley being caught between its two security systems for small firms, both of which it maintained were “secure.” It said: “The keyword system referred to is one of a number of security checks that are used by Lloyds TSB, primarily for certain small business customers.” “[But] in response to customer demand for a wider range of services over the phone, we…introduced a new security number system for small business customers.” Mr Jetley, from Shrewsbury, Shropshire, has now received an apology from Lloyds for changing his passwords without his permission, but more Mr Jetleys may follow. Although Lloyds said the security number is not accessible to staff, they can access, and seemingly reset, keywords, meaning business bankers could still be deprived of their details. The worker who changed Mr Jetley’s passwords is no longer at Lloyds. “In this case it was a business banking customer using a system where more than one person from a business can check their balance,” Lloyds told the BBC. “In these cases an advisor can read the full password”. Lloyds said if business customers want to carry out more complex transactions, than reading their balance, they undergo checks from advisors who cannot read their “secure information.” Aug 29, 2008 Email this article Printer friendly page Previous Page
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