RBOS Slow resolving cheque fraud, unhelpful

mr80

Can anybody offer some advice here?

RBOS have taken money from my bank account after persons unknown presented a fraudulent cheque into my branch, for a beneficiary at another RBOS branch.

What I find disconcerting is that the branch failed to check the serial number of the cheque, because if they had done this simple security measure, they would have found they have never issued this cheque number to me. Also, because the persons unknown presented the cheque at my branch, it was sped through the system, so the money left my account the same day, instead of the usual 3-5 days.

It is now two weeks since I reported the problem, and still no refund.

They are also now saying that fraud investigations are now taking more than the initial estimated timeframe. Is this the tip of the iceberg?

Should I:

(a) Report the matter to the police?
(b) Report the matter to the Ombudsman - if they don't give me a satisfactory answer?
(c) Ask for another account at the same bank?
(d) Go through the process of finding a different bank?
(e) Raise a case in the small claims court for lost funds and time?

I am feeling pretty annoyed about this, as it will also take hours to reclaim the overdraft charges and interest that has accrued in the interim, and to be honest I have little faith in RBOS preventing this happening again.

EarthBoy

mr80 wrote: »

RBOS have taken money from my bank account after persons unknown presented a fraudulent cheque into my branch, for a beneficiary at another RBOS branch.

.....I have little faith in NatWest preventing this happening again.

How do you expect NatWest to sort out a problem with an RBS account?

ChiefGrasscutter

a) some say yes, other say no it's for the bank to do this as ultimately they will be the ones bearing the loss - asuuming fraud is indeed accepted as having taken place.
b) No, you cannot do this until the bank's complaint proceedure has been exhausted. They have 8 weeks I believe to come to a "resolution". if you disagree you then take it to the ombudsman.
c) & d) don't really know what to advise - it's up to you.
e) The court will throw out any claim until both the bank's and then the ombusdman's complaint proceedures have been exhausted.

I thought once the fraud had been reported the sums had to be returned to the account within a time period - pending obviously the outcome of the investigation taking place.

pmduk

Have you actually recorded this as a formal complaint with the bank? If not, that's your first step, the ombudsman won't get involved otherwise.

mr80

Yes, complaint in progress aswell.

What is wrong is that clearly the cheque was never issued in the first place, but we still have to wait a considerable amount of time for them to give a refund...

ihateyes

EarthBoy wrote: »

How do you expect NatWest to sort out a problem with an RBS account?

Dont you know RBS is Natwest.... Natwest is the english version while Ulsterbank is their northern irish version...

agrinnall

ihateyes wrote: »

Dont you know RBS is Natwest.... Natwest is the english version while Ulsterbank is their northern irish version...

And clearly you don't know that RBS, NatWest and Ulster Bank are entirely separate entities within the Royal Bank Of Scotland Group.