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Text validation and app approval

  • 26-08-2023 5:29pm
    #1
    Charles Babbage
    Registered Users, Registered Users 2 Posts: 6,085 ✭✭✭


    I attempted to use my debit card to put some money in a Revolut account, this is necessary because if I do a bank transfer you won't do it for 48 hours.

    Naturally, the transaction generated an approval in the app, which I approved but it still didn't go through. Then I received a text asking me if I recognised the transaction, asking me to type Yes. This procedure is a complete waste of customer time, if whoever is making the transaction has the phone and the app then they will inevitably reply Yes to the text message also. If you feel that further validation is needed beyond the app then a question of relevance to the customer e.g. dob, mothers maiden name etc may be of some value, but a request to enter Yes is useless when the customer has already approved in the app does not usefully add extra security.

    If you are going to disable cards then please also inform customers when they have been re-enabled. Stating that they will be "back shortly" isn't much help as the customer still doesn't know if it will work until they have gone through an entire transaction process and shortly does not seem to have the same meaning for BOI as it might in ordinary speech.



Comments

  • #2
    Bank of Ireland Reps
    Closed Accounts Posts: 1,293 ✭✭✭Bank of Ireland Reps


    https://www.boards.ie/discussion/2058310968/text-validation-and-app-approval

    Hi there, Thanks for getting in touch with us.

    If a transaction flags on our Card Security system we will send you a text asking you to confirm if the transaction is you. Once you text back "Yes" the transaction will go through for you. If you do not respond to the text message there will be a restriction on your card and we would require you to contact our Card Security department and our colleagues can remove this for you.

    This is an added layer of security that is added if a transaction flags on our system. If there is any restriction on your card at the moment you can call our team on 1800 946 764. The team is available 24/7 to assist our customers.

    Thanks, Sarah



  • #3
    Charles Babbage
    Registered Users, Registered Users 2 Posts: 6,085 ✭✭✭Charles Babbage


    That's a standard answer.. Could you please answer my question about how sending a text provides an extra level of security, if you have already approved the transaction on the app as whoever has the phone will also reply to the text? The app requires a password, a further procedure to the same phone does not materially add to security.



  • #4
    Bank of Ireland Reps
    Closed Accounts Posts: 1,293 ✭✭✭Bank of Ireland Reps


    https://www.boards.ie/discussion/comment/121039640#Comment_121039640

    Hi there,

    Thanks for getting back to us here.

    The bank of Ireland app can be downloaded to an alternative device, as an extra layer of security if transaction flags on our card security system you will receive an automated SMS message to the number on file querying if you recognize the transaction. If the recipient replies 'No' the use of the card will be restricted until we hear from you.

    For any further assistance with this please contact our card security team on the number provided previously.

    Thanks,

    Niamh.



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