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Facebook Wanted Banks To Fork Over Customer Data Passing Through Messenger

An anonymous reader quotes a report from The Verge: For years, Facebook has publicly positioned its Messenger application as a way to connect with friends and as a way to help customers interact directly with businesses. But a new report from The Wall Street Journal today indicates that Facebook also saw its Messenger platform as a siphon for the sensitive financial data of its users, information it would not otherwise have access to unless a customer interacted with, say, a banking institution over chat. In this case, the WSJ report says not only did the banks find Facebook’s methods obtrusive, but the companies also pushed back against the social network and, in some cases, moved conversations off Messenger to avoid handing Facebook any sensitive data. Among the financial firms Facebook is said to have argued with about customer data are American Express, Bank of America, and Wells Fargo.

The report says Facebook was interested in helping banks create bots for its Messenger platform, as part of a big push in 2016 to turn the chat app into an automated hub of digital life that could help you solve problems and avoid cumbersome customer service calls. But some of these bots, like the one American Express developed for Messenger last year, deliberately avoided sending transaction information over the platform after Facebook made clear it wanted to use customer spending habits as part of its ad targeting business. In some cases, companies like PayPal and Western Union negotiated special contracts that would let them offer many detailed and useful services like money transfers, the WSJ reports. But by and large, big banks in the U.S. have reportedly shied away from working with Facebook due to how aggressively it pushed for access to customer data. Facebook said in a statement to The Wall Street Journal: “Like many online companies, we partner with financial institutions to improve people’s commerce experiences, like enabling better customer service, and people opt into these experiences. We’ve emphasized to partners that keeping people’s information safe and secure is critical to these efforts. That has been and always will be our priority.”


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