I just had a call, where someone couldn't access his bank account because it said that the account was locked for prevention, since the computer from which the person was connected from was infected with a malware. Naturally, that person called us (technical support) and asked us if we could help him. So I took the call and asked that person to explain me that situation. He said that he called the bank, and they said that nothing could be done about it and he had to scan his computer to remove the malware present on it, before going in a store and get his card changed (and just for the record, he called the right number for the bank, it wasn't a fake one). Honestly, I thought this was phishy. Why would the bank lock the account? How did they know that the computer from which the connection was from was indeed infected? So I called the bank support myself to clarify this situation. The lady I spoke to told me that there was no proofs that the system was indeed infected, despite keep on saying that their Security Department tagged the computer as infected and locked the account by prevention. And to get the account "unlocked", the customer had to call them back, and tell them that a tech verified the system, scanned for malware, etc. and found nothing, then they would trust the customer and unlock the account. This is the 3rd call in 2 days that we receive for this. Every person that called uses the same bank and are on the same network. Therefore, pretty much anyone who will connect to that bank website will get their account locked and we'll have to scan every single computer, one by one, to make sure that they are all clean.
I understand that they are doing this by "prevention", but they have no actual proof that the system from which the connection is made IS infected, yet they try to make the person using that computer believe that and they scare him. What's the point?
Edit: Just learned that this bank was "compromised" a few days ago, and this is why their are tightening their security.
Edited by Aura., 22 January 2015 - 09:57 AM.