Natwest Telephone/ Online Banking Fraud

theshanksys

Dear All,

I’m looking for some help and advice about my situation below. (I warn you, it’s long!)

Last Monday at about 7.50pm, I checked my online account with Natwest and noticed that 3 transactions were pending. Someone had transferred approximately £3,500 from my ISA into my current account and then transferred the whole lot out. The transactions were done by tele-banking, which I have only used once about 5 years ago.

I immediately phoned the Natwest Fraud Office and the response I got was ‘Sorry the computers are down as we’re closing in 5 minutes’. The lady instructed me to the Online Banking Customer Services. There was no immediate action made by Natwest when I alerted them to this fraud. When asked if I would get my money back, she was unable to tell me.

I contacted the Online Banking Customer Services and told them my situation and asked them to cancel the pending transactions. The lady told me that she could not do that as they were done through telephone banking. She froze my account and instructed me to contact Telephone Banking. When asked if I would get my money back, she was unable to tell me.

I spoke to Telephone Banking and asked them to cancel the pending transactions on my account and she said that she could not as ‘I was not a registered tele-banking user’. I, at this point, was livid and asked how it could be possible that these transactions happened and I was not even a registered user. Why did Natwest not contact me to check if these transactions were meant to happen? (Could I please also add that I don’t withdraw these amounts of money). Again, no definite answer was given. She told me that I had to contact the Fraud Office the next day.

At this point, I was so upset as I had tried to get Natwest to cancel these pending transactions on my account and no action was made by them to do anything.

I phoned the Fraud Office the following morning and they told me an investigator was going to be contacting me at some point in the day. Approximately 7 hours later, an investigator contacted me and told me the name of the person to where the money had been transferred and nothing else. When asked again if I would get my money back, the response was it will take time and you may not get all of it.

I telephoned the Fraud Office the next day to find out if there was any further information. They were able to tell me that the money had been transferred to a Barclays account and because Barclays is not in the same banking group as Natwest an indemnity letter would have to be sent to find out if there were any funds left to repay my money and that this could take up to 8 weeks. (I could not believe it! Surely, Natwest have to give me my money back and then it’s up to them to sort it out with Barclays.)

I have been phoning them daily to chase my money and find out what’s going on. They all say the same thing: ‘We’re waiting to hear back from Barclays. This could take up to 8 weeks and we are not sure if you will get your money back in full’.

I am writing to ask if any of you have any help, advice or suggestions on what I should do now.

Also, do you know of any suitable language or action that I could use to prompt Natwest to act more hurriedly and to give my money back?

Anything would be gratefully received.

Regards

Penniless and Desperate

runu23

theshanksys wrote: »

Dear All,

I’m looking for some help and advice about my situation below. (I warn you, it’s long!)

Last Monday at about 7.50pm, I checked my online account with Natwest and noticed that 3 transactions were pending. Someone had transferred approximately £3,500 from my ISA into my current account and then transferred the whole lot out. The transactions were done by tele-banking, which I have only used once about 5 years ago.

I immediately phoned the Natwest Fraud Office and the response I got was ‘Sorry the computers are down as we’re closing in 5 minutes’. The lady instructed me to the Online Banking Customer Services. There was no immediate action made by Natwest when I alerted them to this fraud. When asked if I would get my money back, she was unable to tell me.

I contacted the Online Banking Customer Services and told them my situation and asked them to cancel the pending transactions. The lady told me that she could not do that as they were done through telephone banking. She froze my account and instructed me to contact Telephone Banking. When asked if I would get my money back, she was unable to tell me.

I spoke to Telephone Banking and asked them to cancel the pending transactions on my account and she said that she could not as ‘I was not a registered tele-banking user’. I, at this point, was livid and asked how it could be possible that these transactions happened and I was not even a registered user. Why did Natwest not contact me to check if these transactions were meant to happen? (Could I please also add that I don’t withdraw these amounts of money). Again, no definite answer was given. She told me that I had to contact the Fraud Office the next day.

At this point, I was so upset as I had tried to get Natwest to cancel these pending transactions on my account and no action was made by them to do anything.

I phoned the Fraud Office the following morning and they told me an investigator was going to be contacting me at some point in the day. Approximately 7 hours later, an investigator contacted me and told me the name of the person to where the money had been transferred and nothing else. When asked again if I would get my money back, the response was it will take time and you may not get all of it.

I telephoned the Fraud Office the next day to find out if there was any further information. They were able to tell me that the money had been transferred to a Barclays account and because Barclays is not in the same banking group as Natwest an indemnity letter would have to be sent to find out if there were any funds left to repay my money and that this could take up to 8 weeks. (I could not believe it! Surely, Natwest have to give me my money back and then it’s up to them to sort it out with Barclays.)

I have been phoning them daily to chase my money and find out what’s going on. They all say the same thing: ‘We’re waiting to hear back from Barclays. This could take up to 8 weeks and we are not sure if you will get your money back in full’.

I am writing to ask if any of you have any help, advice or suggestions on what I should do now.

Also, do you know of any suitable language or action that I could use to prompt Natwest to act more hurriedly and to give my money back?

Anything would be gratefully received.

Regards

Penniless and Desperate

so what happend at the end did u get your money back, how did the bank deal with this ???

lolavix

What is with the dragging up seriously old topics today?

I've been reading these forums for months and never seen so many old topics!

runu23

lolavix wrote: »

What is with the dragging up seriously old topics today?

I've been reading these forums for months and never seen so many old topics!

hi lolavix,
i see you work for natwest, would you happen to know how telephone fraud is delt with as i have been trying to get an answer for ages but no one does, i have been a victim of telephone banking someone has accessd my acc and emtyd it all out.
can banks do voice recognition as the phone calls are recoreded

lolavix

Sorry I wouldn't know the answer as I work for the Business side. They used to try and find a recording of the phone call, but if I remember correctly, not all calls are recorded. Would anyone have been able to get hold of your customer number and pin? Online is normally easier to investigate unfortunately

Try starting a new thread, someone on here may work in that department