Online Bank Fraud - Help

owen7777777

Hi,

Myself and my wife came home Friday to 2 seperate answerphone messages from our bank (Santander) to call them. We have 2 seperate accounts, both have had fraud. Whilst trying to get through, i checked our accounts online and saw someone had logged in earlier in the day, transfered all our funds from ISA's to our current accounts, and then transfered it to an unknown account! Thousands in total!

We logged it Friday pm, got everything blocked. We called again Sunday and all they told us is "you'll get the money back and wont lose out".

I called again today and was told the money have been put back in, but only tempoarily whilst they investigate. If they deem not fraud they can recall the payment. They are waiting for the other bank to let them know if those funds are still in there account.

What i'm wanting to know is, will they definately find it as fraud, like it is? Everyone is telling me it sounds like a "trojan". My laptop is currently scanning. We have the standard security etc, but from what i have read trojans can bypass some of this depending on the trojan.

If, lets say it is a virus/trojan, and they see the ip address for the person who logged in is different, and the bank account the other end is fraudulant...will i definately get a refund? Is it good news if it is a trojan, as i can prove it wasnt me. (again, if i have basic security, they can't blame me for being hacked?). So if it comes up as a trojan, do i need to tell them?

I'm being told banks will try what they can to not pay up (a friend used to work in a fraud dep). If they give an excuse for not paying, what can i do. Can i hold them to what the lady on Sunday told us ("you will not lose out").

As a side note, we recently lodged a complaint with Santander which was upheld, as they lost all our details/marriage cert etc, when we tried to merge the 2 accounts. Which they paid us compensation for. I can't see how the fraudsters whould have been able to use this, as it didnt have passwords etc, but might this help my case?

Sorry for dragging on, as you can imagine it is all we can think about, cant eat, sleep.

thanks in advance. (Fraudsters are the scum of the earth!)

ses6jwg

Hi there, I know it must be worrying, but you need to be patient and let the fraud team carry out their inquiries. Be prepared that this can take a couple of weeks.

In the meantime you should be able to withdraw cash at your local branch with photo ID and your bank card.

owen7777777

Hi Ses6jwg,

do you know how they confirm its fraud? Surely CCTV where the fraudsters withdrew the money should do it! But will they go to those lengths!

Really wish we could be patient, but we can't, it's impossible!

Thanks for replying

pmduk

it's most likely to have been an electronic transfer, therefore there'll be no CCTV evidence possible.

ses6jwg

owen7777777 wrote: »

Hi Ses6jwg,

do you know how they confirm its fraud? Surely CCTV where the fraudsters withdrew the money should do it! But will they go to those lengths!

Really wish we could be patient, but we can't, it's impossible!

Thanks for replying

I'm afraid at branch level we know very little of how fraud conduct their operations. But Fraud is taken very seriously.

Depending on the seriousness of the fraud, there could be a number of options. They may simply cancel and re-issue your online banking. It's unlikely they will re-issue new debit cards as it is "non plastic" fraud.

They may even reccomend that you open a new account with a new account number.

fairpoint

what fraud will be looking to do is owen is to make sure the money has been transferred across fraudently ie to someones account you have no links to and from another ip address to your own etc.

If they can establish that you are a genuine victim of fraud as you are then what the lady says about getting the money back will stand but they have to look into it first before they can fully commit.

I know it must be terribly worrying but the fact they actually picked up the transactions before you did should work in your favour.

[Deleted User]

I use my online account as my home page, so I check my account every day. I just spotted a fraudulent tranasction on my cc account and have already rung the bank, who had declined the transaction, although it showed on my account. They have cancelled my card and I await a new one. I must say that they are on the ball re fraud

re trusteer, does anyone here know anything about this as it pops up all the time when I log into my account

Gromitt

trusteer is an application your run on your pc to ensure software like screen grabbers and keyboard grabbers are not active whilst you are entering login details. Sounds perfect in theory but it seems to slow my PC down and drink memory.

System

kittie wrote: »

....

re trusteer, does anyone here know anything about this as it pops up all the time when I log into my account

If the Trusteer Rapport security software is popping up when you log into your account, you should read what it is telling you and act accordingly.

Trusteer messages would normally only pop up when something is wrong, like your account userid / password were being sent to the wrong internet address or if your userid / password have been used for a different website, or some other potential security issue on your PC

So, what does the Trusteer Rapport pop up message say ?

Note... Do not cut/paste the Trusteer message and do not post any of your personal details on here

agrinnall

I think Kittie is saying that the offer to download Rapport comes up at every log on, rather than it being already loaded and showing alerts.

BJV

Horrible situation to be in. I am not Santander's biggest fan but I bank with them for business and personal. Someone got into my account and placed bets with William Hill on-line - thousands. I totally know how it feels. You have done nothing wrong but you are the one made to feel under investigation.

As I said not their biggest fan but have to say they where fantastic. Sorry to say in the world we live in they are simply checking that it is real fraud and not some sort of scam. (well that's what it was in my case). As soon as they had the money was back for good.

Don't forget all their calls will be recorded so there will be records of exactly what the lady said to you " About getting the money back".

I know its easy to say bear with them as its not my money but just try and sit tight and let them do their stuff.

Good luck hope it works out