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Security Questions

“Hello, is that Mr. Malibu?”

“Yes.”

“Hi I’m calling from MBNA about your credit card. Do you have a few moments to discuss it right now?”

“Yeah, sure.”

“Before we proceed, I’d just like to ask you a few security questions to confirm your identity.”

“OK.”

“Could you give me your date of birth and mother’s maiden name?”

“Yes, I could. But first, can I ask you a few security questions to confirm your identity?”

“Er, well…..”

“You know, how do I know that you’re not some spotty teenager who has guessed my phone number, and that I have an MBNA card, and wants to get at my account and buy lots of herbal high over the internet?”

“Well, I could give you the number of my team, but the phone system might allocate you to another customer services representative, so….”

“So you can’t then?”

“Well, no-one has ever asked that before.”

Why not? Do you always tell people on the phone your personal details? I know that as I sit in an open-plan office, I can hear people trotting out their credit card numbers, date birth, mother’s maiden name, first pet’s name, inside-leg measurement, and postcode. I figure I might start temping and write down all of these things, and sell them to spotty teenagers so that they canm buy herbal high over the internet.

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