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 Post subject: PIN; money; rant
 Post Posted: Tue Feb 06, 2018 10:00 am 
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Joined: Thu Oct 07, 2010 1:44 pm
Posts: 413
Location: Warwickshire
Spent a fair amount of time yesterday trying to work out a two factor authorisation solution for on-line banking for my Dad.

The bank, let's call them BCHS to preserve their identity and not to embarrass them, sent my 90 year old Dad instructions on how he has to now use two factor authorisation to log onto his account (he's been banking with them for many years with no previous on-line banking issues). The log in involves the account number, security questions and entering a unique 6 digit code generated by a credit card sized key pad each time you log in.

My Dad is a Mac user but his eyesight and hearing is not what it was, naturally, and he simply could not press the keypad to generate a number. Even when using a pencil upside down to press the keys to generate the code he couldn't then read the tiny screen. A 90 year old cannot hold the keypad in their hand, press the buttons and read the output and the darn keypad skitters all over the place if you put it on a hard surface instead. Quite a problem and not resolved (the account number is now in Keychain and the security questions are in a safe place).

So I called the help line. This was also fun. My Dad is reasonably deaf and his hearing aid had broken. The agent had a strongish accent so Dad could neither hear them or understand them at times. What a splendid time I had acting as an intermediary (I'm not allowed to know the security question answers or online access code - in theory).

This on-line security stuff is all very well but it disenfranchises the old and disabled. Dad had previously gone to his local BCHS branch to ask for help - they couldn't make an appointment until end Feb. Too busy. Might be a marketing teams' dream but there needs to be a lot more thought put into access. My Dad later struggled entering his credit card PIN in a shop as the security cover made the keys very hard to see in the poor light. BCHS have not responded to my tweet giving them feedback and asking for a solution.

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 Post subject: Re: PIN; money; rant
 Post Posted: Tue Feb 06, 2018 5:00 pm 
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Joined: Thu Jun 19, 2014 10:23 pm
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I'm in about the same state as your dad... it's crazy to require deaf people to use a phone don't you think?


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 Post subject: Re: PIN; money; rant
 Post Posted: Tue Feb 06, 2018 7:35 pm 
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Joined: Wed Oct 06, 2010 8:24 pm
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Location: Manchester
I feel your frustration with BCHS, it’s hard enough for this 40-something technologically competent idiot, I can only imagine how hard it is for your dad.

BTW: when I log on to BCHS internet banking after you enter the “IB” number there’s an option to use the keycard and also an option to logon without the keycard. You have to set another passphrase I believe, which I’ve never gone down that route, but would that be easier for your dad rather than using the keycard?

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 Post subject: Re: PIN; money; rant
 Post Posted: Wed Feb 07, 2018 8:32 am 
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Joined: Thu Oct 07, 2010 1:44 pm
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Location: Warwickshire
BDAqua - you must find it intensely frustrating. It was near on impossible for my father and without my help he couldn’t have done it. I have power of attorney for his finances but you can’t explain that to a telephone agent.

MacOS10 - that’s very interesting. I know you can log in without the keycard but with view access only. I hadn’t noticed another section. I’ll have a look as that could be an option if it gives full access to my Dad.

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 Post subject: Re: PIN; money; rant
 Post Posted: Wed Feb 07, 2018 11:06 am 
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Joined: Fri Oct 08, 2010 8:13 am
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Location: South Midlands
One suggestion - Moneysavingexpert's banking forum where it appears most people get sensible replies.

Was going to suggest AgeConcern, but learned that they have appointed Gransnet to run their forum for them. Link goes to Legal and Money section. May have been a good move on AgeConcern's part, since I found their site less than intuitive... but then, it's probably aimed at the carers and not people as old as me... :lol:

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 Post subject: Re: PIN; money; rant
 Post Posted: Wed Feb 07, 2018 11:24 am 
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Joined: Thu Oct 07, 2010 1:44 pm
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Location: Warwickshire
Looking at the site right now. Thanks. What technology won’t I be able to use when I’m his age and which will drive my kids bonkers? (Always feel that phrase needs qualifying with ‘if I am spared’).

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