Account emptied, bank not much help

davidcampbell

any advance krisskross (only just seen this)??

atm disputes do take a while. usually around 2-3 weeks for a uk transaction so 6 weeks wouldnt be out of the question for a foreign withdrawal.

im very suprised they let that many withdrawals go through in a short time.

because its a foreign atm its basically a visa purchase and to my mind 18 visa purchases abroad in one day would strike me as unusual and trigger a referral.

have you asked them why this didnt happen?


she wont have to pay the charges. if they pay back all the funds (which they should, they will also recover any charges incurred). if they dont, keep complaining because they should,

good luck




as an aside ....

Meanwhile, she needs to COMPLAIN to the Customer Care Team at her bank by telephone. Telephone is better than face to face as they have very strict deadlines on how long it takes them to resolve complaints. It's important that she uses the word 'complaint' as otherwise it may be recorded as a 'query'.

i would agree that in general telephone is better than branch but not for that reason.

any complaint received by a bank needs to be acknowledged (if not resolved) by close of business next working day after receipt. doesnt matter how the complaint is received

krisskross

My daughter has her money back and no longer has the dreaded DR looking at her.
After she complained,as advised on here, and that was such brilliant advice, things moved very quickly...she has even had a card from the bank hoping she is now feeling better!!
Shame she couldn't have been dealt with rather better at branch level.
No answers have been forthcoming as to why so many withdrawals were permitted.
My daughter very seldom uses ATMs, usually gets cash back with her shopping so I think she has been particularly unlucky, and it was a nasty experience compounded by bank inadequacies.
thanks for your interest
Chris

Grumpy_Old_Duffer

Just goes to show how '6 weeks' can be crammed into '10 days' when you complain at the right levels.:j Congratulations.:beer:


The only down-side of all this is that 30+ transactions have still been made in Bulgaria, WHICH the Bank will write-off .... and who do you think will end up paying!!:mad:

davidcampbell

krisskross wrote:

My daughter has her money back and no longer has the dreaded DR looking at her.
After she complained,as advised on here, and that was such brilliant advice, things moved very quickly...she has even had a card from the bank hoping she is now feeling better!!
Shame she couldn't have been dealt with rather better at branch level.
No answers have been forthcoming as to why so many withdrawals were permitted.
My daughter very seldom uses ATMs, usually gets cash back with her shopping so I think she has been particularly unlucky, and it was a nasty experience compounded by bank inadequacies.
thanks for your interest
Chris

ah well at least she got the cash back. good news :T

krisskross

She thinks she has been given back more than was taken, by about £100!
Now the question is should she tell them?
Chris

Jay-Jay_4

krisskross wrote:

She thinks she has been given back more than was taken, by about £100!
Now the question is should she tell them?
Chris

All the transactions were made aboroad so the caluclations will have been calculated on a different exchange rate.

As there have been so many transactions and exchange rates the bank may have rounded up rather than down. Taking into acount that they will have adjusted the interest on the money which would still have been in the account it's quite likely that the final amount will be different.

If I was the manager involved in your complaint, I would've given you back more rather than less too.

Turning_into_scrooge

Jay-Jay wrote:

Sorry I'm not that well up on this but she should contact the fraud department at her bank again and ask if she needs a crime reference number from the police.

Meanwhile, she needs to COMPLAIN to the Customer Care Team at her bank by telephone. Telephone is better than face to face as they have very strict deadlines on how long it takes them to resolve complaints. It's important that she uses the word 'complaint' as otherwise it may be recorded as a 'query'.

During the call she should throw in a reference to the BANKING CODE OF PRACTICE and the FINANCIAL OMBUDSMAN.

This should get her some way to towards resolving this horrible situation.

Other wording which carries allot of weight is to say that she has been FINANCIALLY DISADVANTAGED. They will jump to attention if she states that she has been financially disadvantaged by the bank.

Hope this helps

Lally

Can she demand that the account is closed and a new one is set up? Or would cancelling her card and reissuing it have the same effect? I know she still has her card but possibly its been 'cloned' as was mentioned earlier.

In December I had to cancel my own credit card as it had apparently been used in berlin, Brazil, London and Australia. All in the one week! It was cancelled and reissued and luckily I got all the money back. Strange thing was that it only amounted to about £80.

krisskross

She does now have a new debit card. the bank said it would be ok to use the old pin but daughter asked for a new one anyway.

davidcampbell

Lally wrote:

Can she demand that the account is closed and a new one is set up? Or would cancelling her card and reissuing it have the same effect? I know she still has her card but possibly its been 'cloned' as was mentioned earlier.

i dont think its necessary in this case. if there was any evidence they may know the account number then yes but it seems they just cloned the card and as such a reissue is perfectly sufficient.

if they had the account number im sure there would have been MUCH more damage

DC