When dealing with large organisations, when you are on the phone and are about to give your card details, they sometimes say they will secure the line.
What can they possibly be doing?
Are they able to secure part of the line? I can’t think they can secure it end to end. Or is it BS?
Turning off the recording made for quality control/training so your card details aren’t recorded. Sometimes they say that. Others transfer you to a different person- presumably someone somehow checked or who does have other details.
They mean that they will not be recording that part of the call. That is what the lady at Thames water told me. Its to comply with the Data protection rules. Brian
One of the problems I get is that if the call centre is abroad, they hand off to a robot which means you have to key everything in via a keypad. This usually fails as who the heck manages to key in the whole of the card number in one go and without errors with such a short time delay between numbers.
I won't deal with companies that do this, and gradually they seem to be noting that this simply won't work for most people and they have to relent and have one certified person in the organisation who can do it. I guess this is because that a bunch of foreign call centre staff cannot be trusted with card details.
Fraud seems to be far more of an issue than it used to be. I ran into a problem last week where my chip and signature card was not able to work in a shop, even though the law says it should. If the keypad for a pin was a proper pad with a bump on the 5 then fine, but most of the new ones are flat glass panels which blind people cannot use. For 26 quid I paid in cash, but I did point out to them that their system was illegal, which they acknowledge, but said that the terminals were supplied by their bank and they could not do anything about it. Pass the hand grenade matey... Brian
PCI-DSS regulations are much much much more stringent (i.e. expensive) if firms record credit card numbers. So when you are giving a CC number over the phone they need a way to disable/suspect the call recording.
There are outfits that will scan through your thousands of hours of call recording and pull out cases where it's caught a CC number.
There are various systems - it can be quite a challenge to do it automatically as you need various screens to sync with the call recording software.
For my money, the best systems are ones that switch to a DTMF receiver when the agent presses a button. Call recording is suspended and the software uses the tones to take payment without recording them.
Outfits like Amazon and Paypal that not only store the CCN but also the CV2 have to demonstrate pretty shit-hot security. (In reality they don't store the exact details but generate a token unique to them which only they can use ...)
Could you not create a soundfile on your device and play that into the call when requested ?
And if not, is there market for an app which does ?
It's not "data protection" but PCI-DSS
Jethro_uk laid this down on his screen :
I was reading up on using Applepay, online and that uses one of tokens to pay. Beyond reading about it, I have not yet tried it.
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