Card Processing
Posted: Fri 27 April, 2007 Filed under: Customer Services, Cynicism, House Work, Thoughts 2 Comments »One of the jobs that needs doing on the new house is to get the electricity supply and meter moved. Because of the region we’re in, we have to use EDF Energy.
Yesterday we got the quote for the work – some £320 or so – and advice on how to pay it. Of course, we want this done ASAP, so I call up their call centre to use a credit card to pay for it. Ho hum.
Anyway, I (eventually) get through – after 25 minutes on hold – and go through the credit card malarkey with the person on the other end. All fine – I’m never overly happy about giving over credit card details on the phone, but yadda yadda, could be worse. Until the end of the call…
“OK, I’ll take these details over to my supervisor, she’ll key them in, and we’ll get this done for you.”
“Woah! You mean you’ve not been doing this directly into the system?”
“No, we write it all down, then pass it on to our supervisor who’s authorised to enter the details. It’s security, you see.”
“OK, put me through to your supervisor NOW, please”
So I get through to the supervisor, who goes through the process again. She can’t understand why I have a huge problem with giving all my credit card details – including the security number on the back –and address details, and having some divvy little git writing them down before processing them. Then I say “Well, how would you feel if you called somewhere, and they did this with your credit card?”.
“Ah, I see your point. Well, all the paperwork is destroyed afterwards.”
“OK, and what’s to stop – say – one of your call takers from bringing in a sheet of carbon paper (I know, low-tech) , so they write the details down, and at the same time the carbon paper means a duplicate copy has been taken. Do you check for things like that?”
“Um. No.”
It’s all been done now, but I’ll be keeping a close eye on the card account over the next couple of weeks. And writing a snotty letter to EDF Energy about this method of payment processing…
Although it’s inexcusable that their processes aren’t properly monitored and that their supervisor doesn’t seem to have a thought for security, it’s a danger that is still present everywhere else. Any scenario that involves handing over electronic payment details requires some trust in those handling them: it’s a situation that’s far from ideal, but the grand solution doesn’t jump out at me.
All EDF will do, is to tell call handlers that they should never say “OK, I’ll take these details over to my supervisor, she’ll key them in, and we’ll get this done for you.†or something similar.
Ignorance is bliss (or so they say)