Fraudulent transaction...

martyp

agsnu wrote: »

If you continue listening to that message it will tell you that you can report a lost/stolen card on 01908936074... Which is disconnected. What a joke of a bank that is.

Forgot to mention that! I feel a bit reassured that they're part of Abbey/Santander...

trynsave

Does your card not have an emergency number printed on it? Failing that

http://www.cardwatch.org.uk/cardholders.asp?sectionid=24&pid=151&Title=numbers%20to%20report%20lost/stolen%20cards

Neillgb

Probably a bit off topic but was is not Cahoot that had their entire online site exposed as being vulnerable to fraud?

A simple way of bypassing security/password info which anybody employ if they wanted to.

martyp

Hi all,
Just an update on this for anyone who maybe watching this topic with interest (small banking joke there!).
I called Cahoot at 8am this morning as soon as the call centre had opened. A bloke advised me someone had as mentioned here logged into my account and done the transfer. He immediately started a recall on the transaction to get the funds back.
I gave some new security information and he asked me to call back when is a better time (I was at work) and also admitted they'd been having some trouble with the card loss number lately...
I called back in my lunch break and spoke to a guy who was a bit rude and forward with me. I asked if I'd be getting a new card sent out and he said to me 'why did you stop your card?' to which I advised that I couldn't be sure of how the fraud was carried out and it was a precautionary measure. He then advised me I would be issued with a new card which will take a 'standard' 5-7 working days to arrive.
I called back after work to enquire about the possibility of a free CHAPS payment to another account as I had no access to any of my money. At which point I was also informed I'd be unable to access my account online or by phone for the next 14 days until I'd responded to their letters. He said the chaps payment was only free if it was their mistake. I queried my card being stopped he advised it was stopped after speaking to the first advisor as they respond to a fax sent to them to cancel the card... He said they wouldn't have seen the association with me reporting the fraudulent transaction and requesting my card be stopped on my account.
A bit of a pain as I'm now unable to access my account for 14 days and withdraw any money or pay with a card for 5-7 days.
I'm still really annoyed that someone managed to hack my account. Working in IT, I'm very hot on security, I checked the tech advice forum and it was pretty much everything I already knew and did. I've ran loads of scans on the machine with loads of different apps and found nothing at all.
I told the bloke at Cahoot all this and he advised that antivirus etc. programs are reactive to a virus coming out. He also started telling me about phishing mails but I definitely know about those and wouldn't fall for them...
Sorry forgot to mention - credit to the guy and his manager for going ahead with a free CHAPS payment for me to help me get by...

socrates

I was correct in thinking it was a transfer - as you mentioned there was a name on the transaction.

Why would they get upset that you had cancelled the card?

Until you spoke to them and ascertained it was a transfer for sure your priority was to secure your account as best as you could.

Going forward - I would find another account - First Direct would be the best choice followed by HSBC - they both have sensitive fraud monitors in place - especially as you have been a victim before.

Plus the fact that FD are a 24 hour bank (in the true sense of the word) I believe they also have a £100 sign up offer.

I would also seek compensation from Cahoot - especially for their rudeness!

Merlinexcalibur

Sounds like they were immensely unhelpful all round from start to finish. Same as with me today with a similar problem. I am forever puzzled that when we have these problems the advice is always to (sensibly) contact your bank ... and then expect to have things sorted out without any further hassles. Even further annoys me that going into branch gets you nowhere, but you are given a phone number to phone instead. So, branches are like glorified drop in centres now, without the full support you'd expect? Must rethink everything.

martyp

They did sort it all out quite quickly, the funds were recalled without any problem and new security information set up within days
I am a little frustrated though that they have now advised that as the BACS transfer was recalled without any hassle they wouldn't be doing any investigation.
I want the person (or organisation) that hacked into my bank account to be caught and punished as much as possible, at least to prevent them doing the same again! I can kind of see how the bank doesn't want the cost and hassle of going further on this as the money was recovered but as I see it the money was stolen from my account and I want the criminal to be caught...
I asked banksafeonline and all I got was a fairly standard e-mail about running scans on my machine (I'm try not to get irritated when Cahoot etc suggest I clicked on a phishing mail or have spyware etc. when I work in IT support and know full well about firewalls/spyware/malware etc. and run scans/updates on my machine a lot more than most people).
Is there like a police banking fraud department I can go to or anything? Cahoot said they are willing to assist in any investigations...

freeoffers

You may find that the police are not so interested in this because you got your money back. also, i get phishing emails everyday telling me that my online account with cahoot/egg/first direct/abbey national have been compromised and im not even with any of those.
the way they get your password and login is by logging the keystrokes if you click on these emails and enter information into the screen that pops up. sometimes it will look like its the proper website for the bank too. people should beware that your onlin ebank will NEVER ask for login and password information.

martyp

Thanks for the reply freeoffers but I must be honest I was already aware of all that. Working in IT I deal with all that kind of stuff every day at work as well as at home, all the phishing mails, fake websites etc. I have ruthlessly scanned my PC for anything nasty with practically every scanner known and found nothing at all. I've seen some really nasty browser hijacks too, some which mimic sites like paypal or ebay and load up even if you load internet explorer and type the address in rather than following a link, you still get to the spoof site.
It's just a bit irritating that the person who somehow got into my account is getting away with it. If I had access to know his IP info etc I'd track the person down myself. Not long ago I did a similar thing when a bank card I had was misused (sent to a previous address). I went round all the places he went to and persuaded shops to let me see their CCTV footage and I also saw copies of receipts with his signature and passed on the info I found to the police. If it wasn't for data protection restrictions I'd probably have tracked the guy down myself...