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Private information being disclosed by Pekao Bank


ferrazws 1 | 5
31 May 2013 #1
Dear PF fellows,

I have searched for complaints across the forum, and have found even some old ones. So I decided to expose my case and make people aware about what happened to me recently.

About a bit more than one month ago, it was a Saturday morning, my wife answered a phone call from someone claiming to be from the Pekao's credit card department, to inform that due to an "unusual payment" made few days back, MY card was going to be locked/suspended until notice. The most impressive here is that the person calling from Pekao simply detailed the operation made with MY personal card, giving private information about my moves to someone without any level of authentication.

As I was unable to answer to that call, my wife simply took notes about the caller and passed the information to me. When I tried to call back, their services in English language were unable to respond during the entire weekend, and even on Monday morning. So I called the Polish operator, who was able to communicate perfectly in English and I explained her that I did that payment with my card, in fact, but the idiot who called and told my wife about the payment (detailed) simply ruined the surprise I was trying to keep in secret to my loved one, as it was a shopping for a wedding anniversary date/celebration, to be held shortly.

Note that when I called the Customer Support line, I had myself properly authenticated by the operator, who asked me for security questions even before continue with the conversation.

After clarify the matter and unlock my card, I was suggested to raise a complaint to the proper department at Pekao Bank and after one month I have got a letter "apologizing for all inconveniences". Just it.

I think this can be really serious as we have a security issue here.

I also tried contact with the official institutions, for bank regulations, etc, and got no answer from them, after 2 weeks.

What do you think about what has happened?

Regards
bledi_nowysacz 2 | 53
31 May 2013 #2
Pekao

The worst banking experience I've had in 3 countries that I've lived.

I also tried contact with the official institutions, for bank regulations, etc, and got no answer from them, after 2 weeks.

If you'd need to make a deposit I'm sure they'd find the time, but since it was their fault of course they do not answer ;)

What do you think about what has happened?

1- The guy who called forgot all about the procedures or
2- They're stoned again :D :D
poland_
31 May 2013 #3
my wife answered a phone call from someone claiming to be from the Pekao's credit card department, to inform that due to an "unusual payment" made few days back, MY card was going to be locked/suspended until notice

I do not see a problem here, if you have irregular transaction on your C.C the bank is just doing their job. In future contact the bank and inform them that you will be making a large purchase or maxing your C.C. I have used Pekao for over 15 years and only have positive experiences. As for contacting your wife if you gave your home number or her direct mobile as contact, why is it information being disclosed.
OP ferrazws 1 | 5
31 May 2013 #4
Actually, it was the second issue I've faced with Pekao. Long story short... First I asked Pekao for a loan, to buy our own flat. After 2 weeks and no feedback, I went straight to the person I was dealing with. So she said that being a foreigner "it is (was) not interesting for the bank", so they declined to borrow me the money. Easy, I went to another Pekao branch, asked for the same, and... guess what? I've got approval for the loan. I decided to write a message to the administration, complaining that there can be no double standards, and if first lady, who assisted me with my request, had followed some internal rules to deny any request coming from foreigners, it should be stated in the beginning, not letting the requester on hold for 2 weeks without any feedback.

Handling personal information is something very sensitive, mainly if you are in banking business. There are regulations and terms to authenticate the account or card holder before release any kind of information about transactions or any kind of data, such phone numbers, addresses, etc. The bank cannot call simply to your home, and if you are not there, optioning to leave a message saying something like:

"Good morning, we are calling in regards to your recent shoppings at XXX sex-shop, where you supposedly bough a sexy bra, size S, for $. As this kind of shopping is unusual for your regular transactions, we are locking your card out. Please contact us. Thank you."

Funny example, yes, It was not the kind of shopping I did, but the details about the transaction made by me were completed disclosed to my wife.
poland_
31 May 2013 #5
Handling personal information is something very sensitive, mainly if you are in banking business

I agree, although I do believe Eduardo handling complaints has its own protocol, at Pekao it is here pekao.com.pl/Customer_Opinion_Surveys/Share_your_opinions

A personal vendetta is only going to end up being negative for you and the bank, Poland and Portugal have two different levels of customer service we all end up accepting it sooner all later, go with the flow before the grey hairs start sprouting :- )
bledi_nowysacz 2 | 53
31 May 2013 #6
"Good morning

your recent shoppings at XXX sex-shop

That would NOT be a good morning :D. Joking aside, I definitely agree that they should ask the security questions at all times. What if you lose your mobile phone,and some guy who finds it answers the call pretending to be the owner of it ?!
Harry
31 May 2013 #7
A personal vendetta is only going to end up being negative for you and the bank, Poland and Portugal have two different levels of customer service we all end up accepting it sooner all later, go with the flow before the grey hairs start sprouting :- )

In this case the bank not only broke their own internal rules, they also broke Polish banking law. A polite but firm letter to the bank asking them to explain how they intend to make this right to the customer is very much in order. I've certainly been given money by Citibank in the past after they made far less serious mistakes. One time they even told me to go out for supper at the restaurant of my choosing and they would pick up the first 300zl of the bill.
OP ferrazws 1 | 5
31 May 2013 #8
The page pekao.com.pl/Customer_Opinion_Surveys/Share_your_opinions is no longer available. I wonder what you were trying to show by that link. The complaint I raised against Pekao were not online, but through a form (hard copy) provided by the bank in a branch. It was written, signed, and stamped by the bank employee as proof of delivery.

In Portugal the "Consumer Code" works wonderful, indeed. They have something called "Complaints Book", which is requested the moment you decide to complaint to any kind of business (a store, a bank, a restaurant, etc), if you feel discriminated, fooled, etc. They take this really seriously and the official institutions handling the complaints submitted are acting against the abuses effectively. Shop or restaurant owners, as well as for any kind of business, they fear the request: "I want the Complaint Book, please".

= )
poland_
31 May 2013 #9
"I want the Complaint Book, please".

This is the best I could find for you:

pekao.com.pl/corporate/oferta_dla_klientow_miedzynarodowych/international_clients_office

Send your letter to all on the list, someone should take notice, Don't forget to include a scanned copy of the original you filled in at the bank.

I do not know why the other link does not work.
OP ferrazws 1 | 5
31 May 2013 #10
Thank you, warszawski.

This link sent by you works fine. I surely will include a copy of both, complaint letter and response letter I got from the bank.

Cheerio!


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