Dear Banks,
In this the age of escalating fraud, cybercrime and identity theft, it can no longer be acceptable for us customers to simply trust that the person on the other end of the line is genuinely calling from the bank.
Just as we clients are required to verify our identities before discussing our accounts, bank employees should be subjected to a similar verification process. The burden of trust cannot rest solely on the customer.
There ought to be a secure authentication system that allows customers to verify that a caller is indeed an authorised representative of the bank before any conversation about personal or financial matters takes place. Whether this takes the form of a unique verification code, an in-app confirmation, a secure push notification, or another authentication mechanism.
Banks have invested heavily in protecting themselves from fraud. It is time they invest with equal urgency in protecting customers from fraudulent individuals impersonating bank employees.
The current model, where a stranger phones you and immediately begins asking security questions, is outdated and unsafe.
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Dear @JHBWater and @DadaMorero
Reference: JWAPP-40122602 - Significant leak at 1 Charles Street, Troyville, which has reportedly been ongoing for months and is affecting water supply to residents in higher-lying areas.