MSE News: Travel insurer Staysure hit by data breach: Check your card statement now

Former_MSE_Helen · 6 January 2014 at 4:02PM

"Nearly 100,000 customers with Staysure travel insurance policies have had data, including card details stolen..."

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Travel insurer Staysure hit by data breach: Check your card statement now

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melb01 · 6 January 2014 at 11:16PM

Hi Helen,

This is for real - we've had a fraudulent transaction against my wife's credit card.

Three weeks after the reported data loss, my wife's credit card details were used in a £355 fraudulent transaction. It was with a store that we have never had any dealings with. We, of course, still have the card, which has not been used for at least eight months, because my wife has been in hospital recovering from a stroke.

Natwest will not do anything about this, because I do not have power of attorney over my wife's affairs they will not discuss the matter with me - she is recovering from the stroke, and because of aphasia cannot talk to them. The Natwest Credit Card people will not discuss the matter also with our local Natwest Branch, who were willing to help, but the Natwest Credit Card organisation is a law unto itself. So, interest and defaults are building up and, I assume, my wife is developing a poor credit record.

Staysure will not do anything about this. They are not interested in consequential loss because of their negligence - they have informed the Financial Conduct Authority and can now wash their hands of the matter! Obviously, I cannot prove what the thief did, all I can say is that that card never left our possession for the duration of its four year validity, and certainly not for the last eight months.

So, now, to unravel this mess, I have to seek Power of Attorney. This will cost us, at least, a £1000, because of Court and Solicitor's fees - all because of Staysure's negligence over a £44 transaction in 2011. Alternatively, I can wait until she is better, and run the risk of having credit issues - there is no way I'm paying of the debt when we had absolutely nothing to do with it.

The moral is don't deal with Natwest if you're disabled, or about to become disabled. Obviously, avoid Staysure - an Orwellian name for an incompetent outfit if there ever was one.

Mel

magpiecottage · 7 January 2014 at 12:45AM

NatWest is not being unreasonable - the Data Protection Act does not give an automatic right for a spouse to access personal data.

I suggest you write a letter to Natwest in your wife's name explaining that she has had a stroke and wants you to act on her behalf and get her to sign it.

Include copies of any medical evidence you have to support this.

melb01 · 7 January 2014 at 2:35PM

magpiecottage wrote: »

NatWest is not being unreasonable

Why I am critical of Natwest, is because I can compare it's behaviour easily with the excellent service from the Department for Work and Pensions.

I was in the same situation when claiming Attendance Allowance on my wife's behalf. The DWP HQ in Blackpool asked a local DWP rep to visit us - we showed ID, Passports etc. It is clear to any visitor that currently my wife cannot handle this type of conversation and paperwork. The Attendance Allowance was then approved within two weeks. First rate service from the DWP.

In contrast the Natwest Credit Card organisation would not even discuss the matter with their local people ie the Natwest High St Branch. I was present when the junior Branch Manager rang them; gave all the internal Natwest security codes, but still could not get any information that would help.

In the ideal world, Natwest should give as good a service as the DWP ie Send a nominated rep from their nearest branch, which is five minutes walk away, verify who we are, and sort the problem out. You might splutter at this suggestion, but, frankly, I think we, the customers, have become attuned to accepting the banks' way of thinking. The arrogance with which they asked for and took their bailout money from the taxpayer says it all.

Why they call themselves the Helpful Bank ( their slogan ), I don't know..

Mel

melb01 · 7 January 2014 at 4:29PM

This is further to earlier postings regarding my wife being a victim of this credit card fraud.

We have now checked using the Experian / Garlik / DataPatrol system to see if her credit card is 'known'. No it's not 'known' to DataPatrol.

So, checking your credit card and bank statements seems to be the best action to give yourself some protection against Staysure's failings.

A better longer term solution is being a 'rate tart' and switching cards frequently. Plus never allowing any company to retain your card details - pain in the backside but entering the full card details every time seems best.

Mel

Lets_say · 6 February 2014 at 4:48PM

Check your statements again - fraudulent item hit my account on 21st January.

grey_explorer · 30 March 2014 at 8:58AM

Hi, my credit card was misused as a result of the Staysure hacking. At the time we were on a twelve week holiday which was spoiled for two of the weeks, incurred expensive telephone charges sorting the matter with the bank and were without our credit cards for the duration of the holiday. The credit card was our usual emergency back up when travelling. Not to mention a further hour in the bank when we got back sorting the problem out.
Staysure have offered a £10 M & S voucher as compensation. I'm not happy with this offer.
I believe Staysure were in breach of the data protection act and I have suffered a financial loss/stress as a result of their negligence. I am sure I'm not the only one caught out like this. Does anyone know where I take this next.
Thanks

MSE News: Travel insurer Staysure hit by data breach: Check your card statement now

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