Automatic opt-ins for SMS alerts – spam or not?

Recently, I had to make a BACS transaction so I rang my bank and made the transfer of funds without any problem. However, within a few minutes, my mobile started to buzz – it was a text from my bank confirming the BACS transaction. My first response was surprise, as my bank had never contacted me this way before. My thoughts then turned towards security, wondering if this was some sort of scam or SMS advert.

One call to my bank confirmed it was a simple confirmation SMS, however it was interesting that my response to this device was not a positive one. From a customer experience point of view, what my bank probably considered as an innovative customer-orientated gesture did somewhat backfire in my case. The main reason for my mixed response was that this communication was unsolicited as I had no memory of signing up for such a service; consequently I initially felt it could not be trusted.

From a customer point of view, it seems that my bank has automatically opted me in to a service without the courtesy of asking. My initial feelings were that confidential details (my mobile phone number) had been used inappropriately. My next step is trying to find out how to opt-out of receiving SMS alerts and confirmations. However, interestingly the customer service person I spoke to wasn’t sure if there was a way to do this – watch this space for updates!