Unauthorised Transfers

nicjane113

My boyfriend has just been on his internet banking (with A&L, now Santander) and has noticed an £800 debit which says "Transfer to Dina Kenny, Ref: Job" but he hasn't done the transfer.
He has 3 accounts, 1 current account that we use for our household bills, another current account where his wages get paid into and he uses as his own account and 1 savings account.
The strange thing is there has also been transfers bewtween the accounts that he hasn't done.
He has phoned A&L/santander and they have advised the account it has gone to was only opened yesterday and they think it may be an error on their part and will investigate.
They also said that if it turns out its not a bank error, then they can't do anything as it is a manual transfer. Is this correct and if it isn't a bank error is there anything he can do?

YorkshireBoy

nicjane113 wrote: »

He has phoned A&L/santander and they have advised the account it has gone to was only opened yesterday and they think it may be an error on their part and will investigate.

Has he made a 'query' or a complaint? If the former, then he should back it up with the latter!...

http://www.santander.co.uk/csgs/Satellite?appID=abbey.internet.Abbeycom&canal=CABBEYCOM&cid=1210607166846&empr=Abbeycom&leng=en_GB&pagename=Abbeycom%2FPage%2FWC_ACOM_TemplateA2

nicjane113

thanks for the reply,
he has just made a query, he phoned up to find out what it was.
Do you mean back it up with a complaint now or if it isn't a bank error?

YorkshireBoy

nicjane113 wrote: »

Do you mean back it up with a complaint now or if it isn't a bank error?

Now! Money has left his account that he hasn't authorised.

Once you formalise your complaint they're bound by timescales.

nicjane113

thanks, we have submiited a complaint report so someone should be in touch shortly! pretty worried as if it isnt a bank error we can't afford £800 to go missing!

jonesMUFCforever

My guess is that when they have checked both sides of the transaction they wil find someone else with a similar account number that should have been debited.
You have no need to worry you will get the money back.

opinions4u

My guess is it's fraud and you'll get the money back soon.

Transfer in to a newly opened account? That would be some "mistake".

They also said that if it turns out its not a bank error, then they can't do anything as it is a manual transfer. Is this correct and if it isn't a bank error is there anything he can do?

If it's fraud then they're talking nonsense. By "manual" do you mean in branch, by phone or online?

If it's happened online, I'd suggest running the virus checker, clearing out the cookies and changing the password on a different PC if possible.

nicjane113

When he phoned up the guy said that if someone has logged onto our internet banking and done the transfer we won't get our money back. I don't see how this could have happened as they would have to have got his customer number and his 5 digit pin - and only me and my boyfriend know the pin. However the activity on our internet banking shows a successful login at 15.30 on Monday and shows the money going out which is what is worrying me.

The guy at A&L/Santander submitted a report on the transfer and said if someone had gone in and manually submitted the transfer then the report would reject straight away but it didn't so that's got to be a good sign.
He said if it was their error it could take 3 days to get the money back so will have to wait and see.

we submitted a complaint form yesterday so I'm guessing someone will be in touch today and we'll take it from there!

soolin

If your screen shows a customer log in and it wasnt you then you might well have a problem.

A payment transfer can only be sent, it cannot be 'taken' so someone must have sent it. If it was a bank transfer, ie done by the bank on the phone or in branch then it won't show the log in as the bank does it through a different system and doesn't actually log in as you to make the transfer.

I would certainly be following the advice above and check your securty and PC as well as keep on trying the bank for more info.