Santander Online Banking Fraud, Compensation?

jessielou27

Hi everyone,
I recently found out someone had got into my online banking account and stolen £900 and attempted to steal another £900 (the latter of which I was able to cancel).
I have complained to santander due to their poor service and wonder if I can get some compensation??? Here are my problems/reasons for complaining...
1) I was not told about the 'suspicious activity' on my account, I only found out by checking myself
2) None of the santander employees I spoke to told me the full story, even the fraud team did not tell me what was actually going on in my account. I had to find out all these 'security breaches' for myself.
3) Obvious terrible security
4) One of the people I spoke to was absolutely awful, telling me it was not the banks responsibility and it wasn't their fault they let someone hack my account and also told me they did not need to contact me as 'I' had approved the transactions (which is obviously false as the people who approved them were quite clearly not me otherwise it wouldn't be fraud, daft woman)

The main issue really is not only that they let someone into my account and take my money but that they didn't even contact me, they blocked my online banking account so obviously they thought it was suspicious but they didn't even tell me nor did they do anything until I had called them.

Hope someone can help!
Thank you

meer53

Have you lost out financially because of the fraud ? If not, i don't feel compensation is due.

It's not the banks fault if someone manages to hack into your account, you say they blocked your online access, how soon was it after this that you noticed the transactions ? Quite often, fraud departments won't have any details about what has happened or how your account has been compromised. I'd wait for a reply to your complaint.

chanz4

compensation for your loss...£2.50 phone call

opinions4u

How did the breach occur?

Could it be a result of poor PC security on your part?

Sometimes you simply have to accept what has happened. They have presumably reimbursed you in full.

jessielou27

Basically, the people got into my online banking somehow and transferred money from my ISA to my current account and then set up 2 direct debits of £900 each. The bank failed to tell me of this or even flag it up, the only way I found out was from trying to access my online banking and then calling up Santander when I could not access my account because it was blocked. Each person I spoke to told me a different story and failed to give me a straight answer as to what was happening and had happened. The breach occurred through someone accessing my online banking, obviously the security on the online banking is the bank's responsibility not mine as I cannot change the settings at all. I've still not received any update from the fraud team as to my case. I have incurred a loss, yes, as they allowed the hackers to take £900 and would have let them take another £900 if I had not told them to cancel it.
Thanks for all the replies

redpete

jessielou27 wrote: »

obviously the security on the online banking is the bank's responsibility not mine as I cannot change the settings at all.

Not obviously their fault at all. The problem could be on your PC - maybe you've got infected with some malware that has got hold of your login details which have then been used by the criminals. As far as the bank was concerned they could have received legitimate and authenticated requests from you.

rb10

jessielou27 wrote: »

I have incurred a loss, yes, as they allowed the hackers to take £900 and would have let them take another £900 if I had not told them to cancel it.

Ok, it's not compensation that you are asking for. It's for the £900 fraudulent transaction to be reversed, as you did not authorise it.

opinions4u

obviously the security on the online banking is the bank's responsibility not mine

You have a clear responsibilitiy to protect your computer equipment from virus.

I have incurred a loss, yes, as they allowed the hackers to take £900 and would have let them take another £900 if I had not told them to cancel it.

The bank should return any money fraudulently removed from your account immediately, putting you back in the position that you would have been in had nothing taken place. They can then investgate to confirm that it is fraud. If they believe it's transactions authorised by you they can then recover the funds from your account.

If they haven't yet reimbursed, ask why not. Complain.

It's about reimbursement which you should be entitled to. Not compensation.