Comment Articles

Banking on technology

Chris Long AnchorDesk

Published: 24 Aug 2000 15:42 BST

So when the Boss said 'Chris, why not do a piece about the recent bank security problems' I sort of went, "Ahh well, erm, see?" and then caught sight of my bank balance and quickly said "OK".

And then it dawned on me that there IS something to be learned from these stories; from a bunch of businesses that think customer service is a thing that the foolish Americans do but is fundamentally un-British the recent kafuffle about online banking is salutary.

These stories have effected a number of banks: there was the Barclays web site fiasco where it soon became apparent that Barclays were more interested in sharing their customers account details online than actually getting down to the business of online banking.

Too busy with charging you for sending out letters telling you are overdrawn, considering closing down its out of town infrastructure and talking about charging for using cash points to actually make their system work Barclays was quickly forced to do some fast footwork on its system to sort it out.

Then there is the attempted Egg robbery where a bunch of hard boiled hackers decided that surfing the internet wasn't enough for them and had a go at cracking online bank Egg's security. Then it transpired that on the internet people DO know you are a bank robber.

And lastly there is the triumvirate HSBC, Egg and Barclays getting their knickers in a twist about rules and regulations. Someone with a tad too much time on their hands sat down and read the online terms and conditions from these banks and discovered that they will consider not covering you for any problems you might run into IF you used your account via a LAN or in an internet café.

Now, I understand perfectly why they might say this -- in my opinion it is a bloody good idea -- BUT what mealy mouthed fool decided to hide this really sensible advice in the small print of the terms and conditions? Goodness the banks are unpopular enough it's hardly as if giving out sensible advice is going to make them even more unpopular.