nat west card cloned help please

jackied24

hi my card was cloned money stolen the first i new about it was wen i got my card took off me at a petrol station saying the bank had put a stop on the card. now 7 months later the bank after telling me i had to wait till sept are saying they cant help me and their is nothing they can do . i am a single parent and had to borrow the money of my parents it was £480 i am at my wits end

thanks

stclair

If you have exhausted all the options in the compaints procedure.

https://www.natwest.com/secure/global/contact_us/complaints_procedure.htm

Then you will need to raise a concern with the FOS

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

chambta

Are they disputing that it had been cloned?

meer53

Why did they tell you that you had to wait until September and why have they said there isn't anything they can do ? If your card WAS cloned and fraud was confirmed you would have been refunded a long time ago. Is there some dispute about the withdrawals ? You haven't given enough information about what Nat West have said.
If they think the card wasn't cloned and that the PIN was used with your card then they won't refund you. If thats the case you need to put your complaint to Nat West through the proper channels and take it from there.

jalexa

jackied24 wrote: »

the first i new about it was wen i got my card took off me at a petrol station saying the bank had put a stop on the card.

One for the "bank people" perhaps. I know that cards belong to the bank but is it right that a "petrol station" is authorised to retain a card?

Especially given that "independent" petrol stations feature from time to time in card scams.

meer53

jalexa wrote: »

One for the "bank people" perhaps. I know that cards belong to the bank but is it right that a "petrol station" is authorised to retain a card?

Especially given that "independent" petrol stations feature from time to time in card scams.

If the transaction is referred when used for a purchase and the petrol station call the card issuer for authorisation, then yes, the card issuer can ask the petrol station (or any retailer) to retain the card.
It's called a "decline and pick up"

jalexa

meer53 wrote: »

It's called a "decline and pick up"

There is a clue there then that something "suspicious" had already been detected?

Comment OP?

ChiefGrasscutter

meer53 wrote: »

If the transaction is referred when used for a purchase and the petrol station call the card issuer for authorisation, then yes, the card issuer can ask the petrol station (or any retailer) to retain the card.
It's called a "decline and pick up"

Sorry but not good enough
The T&C's for my card require me to keep it safe at all times and not to hand it over except for the processing of a transaction.
A retailer trying to keep my card would probably result in the Police being called.

Actually these days you are advised never to even let the retailer touch the card lest they have a skimmer device up their sleeve and palm it across the skimmer while your not looking

meer53

ChiefGrasscutter wrote: »

Sorry but not good enough
The T&C's for my card require me to keep it safe at all times and not to hand it over except for the processing of a transaction.
A retailer trying to keep my card would probably result in the Police being called.

Actually these days you are advised never to even let the retailer touch the card lest they have a skimmer device up their sleeve and palm it across the skimmer while your not looking

I have news for you ChiefGrasscutter, it's not YOUR card, it's the property of the issuing bank. They can demand it back at any time. It's perfectly acceptable for a retailer to keep your card if asked to by the issuing bank. The Police won't be interested.

jalexa

ChiefGrasscutter wrote: »

Actually these days you are advised never to even let the retailer touch the card lest they have a skimmer device up their sleeve and palm it across the skimmer while your not looking

Indeed. That was my thinking behind the question, especially given it was a petrol station. But, hey, in designing secure processes, we're talking about banks.

Phone rings, "number witheld": "Hello its the bank, is it convenient to go through security?

my answer: "No, please write to me at my registered address".

meer53

jalexa wrote: »

Indeed. That was my thinking behind the question, especially given it was a petrol station. But, hey, in designing secure processes, we're talking about banks.

Phone rings, "number witheld": "Hello its the bank, is it convenient to go through security?

my answer: "No, please write to me at my registered address".

Would you not phone them back ? They may be calling you about thousands of pounds worth of fraud on your account.

Bet you'd be furious if that was the case and they stopped your card without letting you know because you refused to speak to them and asked for them to write to you instead. Then you go shopping and your card is declined.
Common sense is needed sometimes.