Lloyds TSB has sent a letter to customers warning them
that their computers may have been exposed to aTrojan horse,but a customer has
complained of a lack of detail from the bank.
The bank's Fraud Response Team sent letters to some customers in
December after it received a tip-off from payments association
APACs, acting on intelligence from a law enforcement agency.
"Lloyds TSB has been recently advised that your computer may
have been infected with a virus. This virus is specifically
designed to steal personal information including credit card and
your internet login details," warned the letter. "This virus can be
difficult to detect and you may have downloaded this unknowingly.
It can compromise your use of the
internet banking service on your PC including your Lloyds TSB
passwords and memorable information."
The letter left one IT director, who banks with Lloyds TSB,
angry. He contacted the anti-fraud team but did not receive answers
to his questions. He was told that his personal details had been
available on a website, which the bank had now closed down, and was
offered a security service but was not given details of the Trojan
on his PC.
"You cannot go to a customer and spread panic. You go to them
with consolidated information and do not just throw unqualified
data at them," he said. "They said my details have been published
on the internet. I asked what details and where and they could not
answer."
He said the bank suggested he buy security products, advice that
could be misleading. "Customers that do not understand technology
will just buy what is recommended."
The customer has filed a complaint to the Information
Commissioners Office after the bank failed to inform him what
personal details had been stolen. "I have asked to be informed
about what this personal information was, and so far Lloyds TSB has
been far from helpful and have never responded to my calls," he
said.
Lloyds said a small number of customers received the letter but
would not give details of the exact number, the type of Trojan or
how it discovered the information.
Lloyds TSB said, "We received intelligence from a law
enforcement agency via Apacs that a very small number of UK
consumers might have been exposed to a Trojan horse programme and
that some of these were Lloyds TSB customers."
"We always monitor customer accounts to
guard against any potentially fraudulent transactions and in
this case have also advised customers who did not have an
anti-virus software package on their machine to consider purchasing
one to ensure maximum protection for their PC in the future."
But the customer said he uses the corporate antivirus and has
several security products in place.
Have you been affected by this? If so emailkarl.flinders@rbi.co.uk