More people banking on their cellphones than on their PCs

The number of people banking from their cellphones has exceeded that of people banking from their PCs in South Africa, with more than a quarter of bank customers turning to their cellphones for services ranging from informational transaction types such as balance enquiries to financial transaction types which include account payments.

This was one of the key findings from the consumer phase of the Mobility 2009 research project, released today by leading market research organisation World Wide Worx. The study was backed by First National Bank (FNB), leaders in cellphone banking in Africa, and Research In Motion (RIM), the company behind the BlackBerry solution.

“It is encouraging to see that not only in FNB, but across the country, cellphone banking is now part of people’s lives,” says Len Pienaar, CEO, FNB mCommerce.

The Mobility 2009 study is being conducted in four phases, with the first three looking at the use of mobile technologies by Small and Medium Enterprises (SMEs), Consumers and Corporations, and the final phase exploring the Mobile Internet.

How to avoid phishing emails from South African banks

For the first 8 years of my professional career I specialised in information security or Internet security working for various ISPs and banks in South Africa, England and United Arab Emirates. The particular focus I had was looking after the network security and managing the firewalls. So for the most part my work was extremely technical and I implement many security systems from the smallest companies to very large corporates. At some point I worked for Deloitte and gained an appreciation for auditing computer systems, ethical hacking as well as producing management reports assessing the major risks of the computer system in terms of the business imperatives. I met many weird and interesting characters who were either black hat or white hat hackers over the years. One of them is a very good friend who shall remain unnamed and once hacked into the company who hosts the email and websites for the ANC, Cosatu and the SACP.

Anyway the phishing emails, which are now common from local South African banks, came through from international banks as far back as 5 years ago. Back in 1997 I worked for Internet Solutions who implemented both Nedbank and First National Bank’s Internet banking products and this gave me the inside scoop like nothing else. I immediately adopted online banking being a long-term client of FNB because my mother worked for them for last 32 years. As a long time user of online banking I have seen various trends come and go but this phishing trend is only growing bigger and more pervasive. And I can say with 100% confidence I’ve never been duped into following up on phishing requests. It’s really simple for because I have 15 years of experience on the Internet I can recognise these fake emails a mile away. How do you recognise these phishing emails from your local South African bank?

First National Bank South Africa phishing email

Firstly these emails are coming through much more frequently than your bank bothers to communicate with you. If banks only began communicating with educational marketing messages they could have avoided some of the embarrassment they have since faced.

The basic thing to do here is to look at the link for the website. So even though the link above said www.online.fnb.co.za the actual link would be more like http://somespammerwebsite/fnb – what you need to do is look at if the link address (while hovering your mouse over the underlined, linked text) is the same as your bank’s actual website domain e.g. fnb.co.za, absa.co.za, nedbank.co.za or standardbank.co.za!

I have also noticed phishing emails coming from Investec and other financial services companies, NOT just the banks.

When you’re in doubt delete all such email requests. And an even better solution is to use your email software like Microsoft Outlook, Mozilla Thunderbird or Gmail to list them as spam, if the email software has not done so already. Finally I highly recommend you read up on the consumer advice from the Anti-Phishing Working Group and apply all the same to South African Internet experience.

WWW2007 – Keynote – Dr Chris Kotze FNB Online Banking in South Africa

Dr Chris Kotze, CEO of FNB Online, opened the 2nd day of the World Wide Web Applications Conference.

He described online banking as the baby of the channels, mobile banking an even younger. More than 150, 000 “banking” users daily. 12-15K new users every month. 35 million transactions monthly. So the Internet is moving R90 billion per month. 150,000 new products sales per annum. Almost 1 million visits www.fnb.co.za per week. When Internet banking falls over, the rest of the bank cannot cope.

Number of positive drivers of online banking usage is starting to outweigh the negatives. For corporates the #1 most important feature is security, followed by availability and performance. Rural areas have more bandwidth constraints than metropolitan areas.

The Internet starting to take a bigger percentage of the channel mix. By 2025 online banking could account for 80% of transactions. Corporates already at higher level. There is expectation by 2025 about 75% of service will be available online.

The Impact on First National Bank (FNB):

  • Has to become a global 24/7/365 business
  • Very demanding self-service clients
  • Lower-cost channel options
  • Legacy systems, security and data issues
  • Fraud challenges (phishing)
  • 3rd party dependencies and joint-ventures
  • New competitors
  • “Different” workforce and competencies

Chris ended off with a quote from Charles Schwab on how the Internet has changed it’s business. And for Charles Schwab it has not changed business but enhanced it. For FNB it has changed their business fundamentally. In the Q&A a question was asked about mobile banking users. Turns out FNB has more than 500,000 mobile baking users. There’s a big overlap between them and the online banking users i.e. they tend to be the same people or as Chris Kotze said they co-exist. So there is still a long way to go in getting the unbanked into the banking system.
For more on Chris Kotze read this interview on Personal Finance website.

No Credit Card doesn't mean you can't shop online

Despite the impression on most websites that you need a credit card to shop on the Web, that is not entirely the case. In this article I present some alternatives to using a credit card.

Last time round I explained how to shop online, but my assumption were based on the fact that most e-commerce web sites require a credit card. Not to worry, though: if you’re savvy with your finances you’ll have noticed there are real alternatives to this emerging in South Africa. More and more South African sites, like Kalahari.net, are offering alternatives like direct deposits, electronic transfers, eBucks rewards points, and various other options.

The biggest and most popular online shopping destinations offer a selection of the following different payment methods:

  • Credit Card – the universal standard for online payments accepted worldwide. Since the dawn of ecommerce in the mid 1990s credit cards have ruled supreme. VISA and MasterCard have been great beneficiaries due to their worldwide recognition and trust.
  • Bank Deposits / Electronic Funds Transfers (EFT) – there is growing acceptance of this method due to the growing popularity of Internet banking in South Africa.
  • eBucks – the First National Bank-originated rewards program has picked up a lot of loyal users since its launch a few years ago and you can use it at a selection of online merchants as a method of payment. Includes the likes of CNA as rewards partners.
  • Standard Bank AutoPay – this is open to Standard Bank clients for direct payments to selected online retailers from their personal bank accounts.
  • ABSA Online Payment – a security measure which has become a popular choice among consumers as you never have to send your REAL credit card over the Internet again. This system generates a unique credit card-16 digit number which can be used instead of your own credit card number. The major benefit here is that debit card holders can also use this payment method. I’m not sure if this is still on offer because I could not find references to it on ABSA’s website at the time of posting.
  • Thirt – an escrow service which accepts payment from the buyer and passes it on to the seller only after the buyer is satisfied with the goods.
  • Debit Cards / Cheque Cards – the fastest emerging payment system, with funds loaded into the card and spent according to what is available.

One of the best payment methods available in 45 countries world wide, excluding South Africa, is the Paypal system. Paypal uses e-mail to send and receive payments electronically. The simplicity of this system, combined with a cash incentive when it was launched, caused an explosive growth in Paypal users. The majority have always been eBay users, and it did not take long before eBay decided to buy Paypal. Right now South Africans can only send money with Paypal and not receive money.

For South Africans shopping at international websites a credit card is still a must. Until there is an alternative, perhaps from Google or Amazon.com that allows South Africans a different way to make payments and receive payments the potential for local online retail stores will be limited.

So you really don’t have to use a credit card. There are some alternatives and they are all very secure. The number of debit cards is also growing and, with smart card technology they will offer the same kind of functionality that credit cards offer users today. In face I would recommend you get a “cheque card” that is being offered by First National Bank, Nedbank, Standard Bank and ABSA because they offer an actual VISA/Mastercard credit card number linked with your cheque account. When you use it as you would a credit card the money is deducted from your cheque account instead of the credit/loan which where you would pay interest.

Using these “cheque cards” is a major step forward in enhancing your ability to shop in a cashless environment. For me it’s allowed me to regulate my spending and also to carry less cards in my pocket. So if you have a problem keeping your credit card balances in check, excuse the pun, this pay just be the way to go.

Awareness and Education needed to grow cellphone banking

People who are regular users of the Internet often assume others understand why it is significant. So it goes for people who are heavy users of cellphones, they often assume everyone else should by default understand how easy it is, how cheap it is, and how convenient it is to use. Internet banking has been available in South Africa since 1997. Cellphone banking has been around since about 2000 or 2001. I worked for ABSA and used their cellphone banking system in 2001. And it was brilliant – smooth – easy – convenient, etc. The vision of my company has always been to educate people, non-technical people i.e. people who do not work with technology or in the IT industry, about the benefits of using technology.

So it comes as no surprise that a new survey finds that lack of information is blamed for the slow adoption of cellphone banking. In South Africa the powers that be is always talking about the unbanked. And cellphone banking is believed to be the solution to that. Read the full article here.

Mobility 2006: Len Peinaar – Cellphone Banking needs, challanges and solutions

Len Pienaar First National BankAnyone. Any Cellphone. Any network. Anywhere. Anytime!What are the needs of users and the challenge for the bank? First National Bank is leading mobile banking provider among entry level consumers. Len Pienaar, head of Mobile & Transact Solutions, FNB, believes that the “wireless tech evolution is inevitable” as quoted in Arthur Goldstuck’s recent book, “The Hitchhiker’s Guide to going Wireless”. He continued where he left off at last year’s conference, remaining more optimistic about FNB’s mobile banking success. Mobile banking allows people to request mini-statements, balance, buy airtime as well as do transfers and payments to third parties. Mobile banking like the ATM is available 24/7 and “no banking or shopping hours” apply. The inContact SMS notification service has also been a huge factor contributing to the enormous success of FNB’s in this mobile banking space. Essentially it continually reinforces the trust relationship between the bank and its clients. And there is nothing like trust that builds loyalty among your client.

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