NatWest Emergency Cash

thecognitivekey

Has anyone else experienced problems with this new facility from NatWest. Last week my daughter had £60 removed from her account after someone phoned the NatWest claiming to be her and saying her debit card had been lost. They managed to get through security and were given a number to allow cash to be withdrawn.

She only knew when the bank texted her to say the new debit card was in the post. She phoned to say no card was needed and then it all came clear to all. NatWest have credited the cash back into her account, but they are unable to provide details of where or when the money was removed. I should have thought they would be able to identify the cash machine at least.

I have been into my branch and asked for the facility to be disabled from my account. They can't do it apparently and an 'issue' has been raised and passed back to Head Office. I am tempted to close my account as the emergency cash process doesn't appear to be that secure and I don't seem to be able to opt out.

Before I take further action, and it will be such a pain to change bank, has anyone else had similar problems?

Thanks

rj

stclair

Im sorry to hear of your horror story.

You can close your account in branch or by putting it writing.

Procrastinator333

They refunded the cash, what does it matter? Their loss, not yours.

meer53

thecognitivekey wrote: »

Has anyone else experienced problems with this new facility from NatWest. Last week my daughter had £60 removed from her account after someone phoned the NatWest claiming to be her and saying her debit card had been lost. They managed to get through security and were given a number to allow cash to be withdrawn.

She only knew when the bank texted her to say the new debit card was in the post. She phoned to say no card was needed and then it all came clear to all. NatWest have credited the cash back into her account, but they are unable to provide details of where or when the money was removed. I should have thought they would be able to identify the cash machine at least.

I have been into my branch and asked for the facility to be disabled from my account. They can't do it apparently and an 'issue' has been raised and passed back to Head Office. I am tempted to close my account as the emergency cash process doesn't appear to be that secure and I don't seem to be able to opt out.

Before I take further action, and it will be such a pain to change bank, has anyone else had similar problems?

Thanks

rj

The problem isn't with the emergency cash procedure, it's with someone accessing your daughters account. Why would you close your account ? Natwest will know which cash machine was used but it's pretty irrelevant, they will be looking into how your daughters security was compromised in the first place but for £60 they probably won't be looking too hard. Has your daughter changed all her details now ?

stclair

I agree your daughter must have freely shared there information with a friend or family member for them to know the information to pass the security questions etc.

Plus of course the bank can locate the ATM which was used to make the transaction.

mickptaylor

stclair wrote: »

I agree your daughter must have freely shared there information with a friend or family member for them to know the information to pass the security questions etc.

Plus of course the bank can locate the ATM which was used to make the transaction.

Wrong.
The person on the phone only needs to know your name, address, DOB and account & sort number. No security questions (ie mothers maiden name, school, first pet etc) are asked.
I have had almost TEN replacement debit cards sent to me in the past two months due to this facility.
This fraud is rife at Natwest and they cannot control it (as confirmed by one of their advisors).
It is the inconvenience of having your card refused in a supermarket, petrol station etc that is the problem, not the money coming out of the account (as this will be refunded).

System

op wont the location of the atm show on a her statement -

Lith

I think theres more to this than 'meets the eye'

But... if what you say is true... then natwest has a major security risk/data breach problem.....

Plxply

Lith wrote: »

But... if what you say is true... then natwest has a major security risk/data breach problem.....

Which they will learn from in the hard way when they are forced to pay out with all unauthorised withdrawals. Although it's an inconvenience for the customer this would be more of a concern to Natwest as they will be the ones paying out in the case of fraud.

jambosans

mickptaylor wrote: »

Wrong.
The person on the phone only needs to know your name, address, DOB and account & sort number. No security questions (ie mothers maiden name, school, first pet etc) are asked.
I have had almost TEN replacement debit cards sent to me in the past two months due to this facility.

I'm more inclined to believe stclair, a NatWest staff member, and long standing member on MSE, than a new posters with a story the seems very unlikely.

Your statements seem spurious and strike me as coming from someone with an axe to grind against NatWest.

mrg9999

I'm thinking of getting a natwest account, just so I can get some cash without carrying a cash card.
I tried the natwest site, but it was unhelpful.
Do they charge for this service? are there any restrictions? Is it only UK or England.
until now, I have placed my debit card in the sole of my shoe, when visiting less safe places, like the carnival or tottenham.