I was recently called out to a customer who was having trouble logging in to her bank account (credit card) online. She was using Chrome to login to Tesco bank, and the symptoms she described to me immediately made me suspect there was something amiss with her computer.
She would go to the website and put in her username on the first page and click login. This would immediately take her to the “You have logged out” page.
She had contacted Tesco about this and been talked through trying the same thing with Internet Explorer, but with very different results. The amazing thing was that the support advisor made her do things that would compromise her account and then didn’t help her change her security details afterwards.
This is an account of what she saw, and what I subsequently reproduced later.
Screen One – Tesco Bank login screen – As expected
Username was entered into this screen and the Login button was pressed.
Next page – Where things get more suspicious…