Kiwibank: working with robotic prompts

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Forums › Finance and wealth management › Kiwibank: working with robotic prompts

nunz

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#231974 23-Mar-2018 14:09

I had to phone Kiwibank today as after 3 months they still haven't dealt with the issue of someone taking money from my account without my permission.

Phoned their 0800 number - got the robot prompt. Put in my login number and password.

>"In a few words tell me what you want"

<Dispute a withdrawal -

> I don't understand - what do you want to do?

< Credit card issue

> I don't understand - what do you want to do?

< Talk to a person

Phone again.

>"In a few words tell me what you want"

< disputes team

> I don't understand - what do you want to do?

< Hold up kiwi bank at the end of a shotgun.

Puts me through to someone to deal with my issue.

I'm not sure what the lesson is here - but I am sure there is one.

Kyanar

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#1982126 23-Mar-2018 14:44

Try "Operator" numerous times at those prompts. Or just repeatedly mash the "0" key. Usually they connect that to an actual human.

Geektastic

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#1982367 23-Mar-2018 21:31

I hate those things.

I usually just say "no" when asked the first question!

tdgeek

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#1982393 23-Mar-2018 22:51

I had to chat to Spark to fix my Netflix extra free months. With Sparks robot, it gives the option to talk to a person, so I did. In this case, the bot would be helpful for an instant answer for a standard query, but it was also helpful as it can be bypassed for a complex query. Thats a good option

Disclosure: I work at Spark. My comment is my personal comment.

Aredwood

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#1982402 24-Mar-2018 00:45

@nunz go into a kiwibank branch and ask them to create a new signing authority for you. They have/had a systems bug where if someone mistypes an access code (accidently types in your access code instead of the correct customers access code) it can allow that customer to have full access to your account.

This happened to me. It only got discovered because I used to always make over the counter cash deposits at the same kiwibank branch. So the staff got to know me. Normally I would just swipe my EFTPOS card to verify ID for the deposit. But one day the EFTPOS terminal either wasn't working, or I didn't have my card on me. So they asked me for my access code. Staff member gets a funny look on his face. Typing my access code into their system bought up a female customers details.

The staff member took me into a separate room, and got me to sign some forms. Those forms by my understanding were the same ones that are used to setup a 2nd person as a signing authority on an account. Purpose being to delete all existing signing authorities on the account, and create a new one for me. The staff member could see that other customers full details on his computer (although he only told me that the other customer was female, and that their access code was very similar to mine)

There were no suspicious transactions on my account, and internet banking etc worked fine. Staff member said that that customer wouldn't have had a way of knowing that they were setup as an authority on someone else's account. Note also that all of this happened to me approx 8 years ago. So there could easily have been changes to systems or processes since then, that could mean that the same thing can't happen today.

As a test - go to a branch and try to make a deposit or withdrawal against your account using just your access code. The staff should then ask for ID, and then see that the details don't match.