Nationwide debit card cloned, lots of money taken from our account - advice please

14pink

Thanks for your replies everyone. The most annoying thing is that we never use debit cards and always use our credit cards (not just for security but for the financial benefits as we pay off in full), and one day around xmas my husband's credit card wouldn't swipe so he had to resort to his debit card...and guess where he was? A petrol station! Just so annoying!
Nationwide say they ensure you don't lose out if you are a vicitm of fraud so fingers crossed they will call tomorrow to say we have got our money back - apparently it takes them 48 hours in most cases to address fraud issues. I hope that by 'address' they mean 'get all your money back'.

So thanks again everyone.

Gromitt

Bloomberg wrote: »

After the matter was cleared up a personal banker told him that the bank advise customers not to keep any more than £500 in their current accounts.

That would be fun for me (and most others I'd imagine). My monthly bills are way over £500 a month, so I'd constantly be getting unauthorised overdraft charges when I forget to transfer more funds across. Then again, maybe thats what the bank wants!

14pink wrote: »

and one day around xmas my husband's credit card wouldn't swipe so he had to resort to his debit card

Maybe now would be a good idea to obtain a second credit card. I always have 2 in my wallet (currently AA and Tesco, as they are both in promotional periods, so don't have to pay them off in full), along with a debit card 'just in case' both fail or I want some cash.

baddyict

Lots of useful and interesting comments on the thread and I felt I must add my experience...

Received a letter from Nationwide, arrived on 29th Jan, highlighting that they had noticed stange transactions on my debit card and that they had partially 'stopped' my card... apparently I could not use it for telephone and online payments.

I called the number on the letter and spoke to Special Investigations.

Anyway, it transpires that on 25th Jan, 5 transactions were made within 5mins of each other. The first one was for £100, it seems this was the tester to see if the card was active and could be used for a second fraudulent transaction. A second transaction was attempted for £3k which was declined... a third for £2k went thru, a fourth for £1k went thru and a fifth for £1k went thru also.. putting the account overdrawn but still going thru.... I was down £4,100 !... cleaned out !

The guy at Nationwide told me they had attempted to call me when the first transaction was attempted... I checked my mobile phone log and yes, they had... but I could not answer the call as I was dropping my son at nursery.

I was given a case number the same day I called. The debit card was cancelled and a new one is on its way... they were very helpful and the money was refunded THE SAME DAY. Because of the fraud putting me overdrawn, I also incurred bank charges for paid and unpaid items. The helpline confirmed that ALL bank charges caused by the fraud would be refunded in full.

Have to say, that the Nationwide did all they could by trying to call me as the fraud was taking place. If I had been able to take the call, then they could have stopped the card there and then.

I also took the precaution of cancelling a Halifax debit card I also use for online and telephone payments.

Point to note: Nationwide called me, but their policy is not to leave a message if they cant get through. They say it is not to alert a fraudster in the event that they also have stolen/acquired a persons mobile too. The Halifax will call and leave a message urging you to contact them.

I am a software developer and have actually worked with anti-fraud and chip+pin system development and I take great care with what I do online. Am sure that it was a telephone payment I made and somehow my details were then passed on /used to make the fraud.