Fraudulant use on my card

ellywellywoo

I hope this is write place to vent my anger and ask for some advice.
On 6th feb I was using my on line banking with Nationwide and noticed that there was a discrpancy with the balance on my account. The details always show two figures, one that shows whats in the account now and another balance that shows what it will be once any amounts are either credited or debited from the account.

Anyhow i could see there was around £600 which i could not account for so I phoned the bank and queried it. They said that because it had not come through there was no way they see what it was for.

Anyhow this went on until 9th Feb with me calling them everyday and they telling me they didnt know what the amounts were for.

In the mean time the differences in the two balances were getting bigger and I knew that something dodgy was going on so on 9th Feb I told them to cancel the card.

Anyhow it transpires that my card was cloned and was used in the Netherlands and over those few days they took £1096.00 from my account.

My gripe is that I had to fill in loads of forms (this I didnt mind doing) and I have made numerous phone calls trying to sort this out and still they have not credited my account. Each time you call you have to give them all the details of your claim because they dont have a system on their computers to log the info. So basically you have to start from scratch each time you call.
Their fraud team say they are investigating my claim and it could take another two weeks to sort. Does anyone know why they are taking so long to sort this. As time goes on they are making me feel as if I am the guilty one.

In the mean time I have to raise my overdraft to account for this money and I am generally p***ed off!

Grumpysally

Hi,Im not surprised you are P'd off. I know this doesn't really help you, but Im a Nationwide customer too and a similar thing happend to me last november, though fortunately not for such large amounts.About £200 over four transactions, one of which appeared to be on a !!!!!! site.
I did manage to get my money reimbursed pretty quickly, before christmas. Perhaps it was because it was a relatively small amount (to the NW )
I never did get to the bottom of how it had happened though, even though I reported it to the police.
I think you'll have to keep nagging them and threaten them with the banking ombudsman or some such. It's far to much money to be loosing.

Good luck

ps make sure they don't charge you for the overdraft

Loretta

I posted about this a couple of weeks ago when this happened to my son and his fiancee, it was interesting to see how 2 different banks dealt with the same problem, both sorted now. My son received quite good service, his bank readily accepted the problem and put the money quickly but didn't know which forms he should fill in but his fiancee bank were awful

KittyKate

I've had exactly the same problem with my Natwest account - a card and chequebook were sent to the address I used to live at (after I'd changed it on my records) and the resident there spent near £1000 on my card. I knew who she was and reported it to the police who said as Natwest had not informed me it had gone over the amount of time you are legally obliged to store CCTV tapes - so this girl bought a new PC, TV etc all on my account and the police though polite admitted there was nothing they could do.

I am still chasing the amount THREE YEARS on - every month Natwest add approx £50 charges for my 'unauthorised overdraft' (caused by multiple cheques being spent over a few days). I requested the notes on my account and Natwest had put in there that they had lost my original fraud documentation and taken weeks to properly cancel the card and book. They refused to refund any money to me and offered to extend my overdraft to help me cope!!

I'm preparing to take the matter to court to clear my name - my credit rating has been affected and it's been a major strain.

Been with Barclays 2 years now and the only problem I ever had (they got my DOB wrong which meant I got student offers all the time!) they sent me 2 bottles of wine to apologise!!

bluenose1

KittyKate wrote:

I've had exactly the same problem with my Natwest account - a card and chequebook were sent to the address I used to live at (after I'd changed it on my records) and the resident there spent near £1000 on my card. I knew who she was and reported it to the police who said as Natwest had not informed me it had gone over the amount of time you are legally obliged to store CCTV tapes - so this girl bought a new PC, TV etc all on my account and the police though polite admitted there was nothing they could do.

I am still chasing the amount THREE YEARS on - every month Natwest add approx £50 charges for my 'unauthorised overdraft' (caused by multiple cheques being spent over a few days). I requested the notes on my account and Natwest had put in there that they had lost my original fraud documentation and taken weeks to properly cancel the card and book. They refused to refund any money to me and offered to extend my overdraft to help me cope!!

I'm preparing to take the matter to court to clear my name - my credit rating has been affected and it's been a major strain.

Been with Barclays 2 years now and the only problem I ever had (they got my DOB wrong which meant I got student offers all the time!) they sent me 2 bottles of wine to apologise!!

In your position I would complain to the Financial Ombudsman, I have done so in the past and it is amazing how the Banks actually do something when they receive a letter from them.
However I think you only have 6 months to complain to the Ombudsman from when you receive a final decision from the Bank not to replace.
http://www.financial-ombudsman.org.uk/
Good luck
Anne