Our Internet Banking bill pay vendor recently discovered an incident where a customer's bill pay service was accessed fraudulently. The bill pay vendor stopped the transaction based on the larger than normal requested amount and notified us. Our customer has no idea how someone could have accessed their Internet Banking or bill pay as they have never shared their login details. We shut down Internet Banking on the customer's accounts and closed the bill pay access checking account. We spoke to our customer on topics such as antivirus programs, and general PC security.

The customer wants us to restore their Internet Banking access and bill pay service by opening a new account. We are thinking the customer is a high risk and mulling this over. Do any of you have any procedures you could share?

In addition to our normal online banking security, our bill pay system requires the customer to answer one of their security questions if they send $1,000+ in a day. It's not fool-proof, but it is an extra security layer that could discourage, or at least limit, some fraud. I wouldn't mind seeing the amount lower, but it is a balance between security and customer convenience.

Bill pay is a service you provide It is not a "right" each customer has. Did the customer understand what was being said about PC security? I'd sure watch the account if you see risk or would refuse access until the bank is satisfied precautions are in place and the PC is cleaan.

We would require the customer to provide us with proof that his/her PC has been examined and cleaned by a reputable vendor before we would allow another account with online banking or bill pay.