Cashpoint fraud- Lloyd`s refused to help

benji_boy

Hi there,

my very close friend have a problem with the Lloyd`s bank.

She is only the account holder. Few days ago she gave the debit card ( she was ill) with the PIN number to her husband to withdraw some money and go to pharmacy buying some medicines.
He used the Natwest cashpoint , put the card into the machine , entered the PIN and that was it. The card didn`t come up. As the Lloyd`s bank was just 1 minute walk from this place he turn up to the bank saying he would like to block the card and they refused to do it as he is not the account holder.
She blocked the card by herself after 3 hours.
They found out later some money dissapear from the account , it was £300 cash + 6 other transactions not shown yet on mini statement. All in above of £1000.
We report all of those on the Police Station as instructed by bank. Then we contacted fraud department and they refused to help (investigate) saying the lady broke the bank policy , "should not give the card with the PIN to her husband".

I fully understand they make mistake and they should have a joint account . But it`s to late now. The couple is over 60 years old , very honest family, he suffering a cancer and they lost all theirs savings, they not doing well mentally at the moment.
I don`t know what to say but this is ridiculus to me .
Can anyone help or give some advice how to help them?

ljonski

id certainly get the police involved. sounds like some criminals put a device that swallows up the cards and then regurgitates them with the pin code.
Find out where the original card is now . What time was it ? Was it dark ?

The_Pixi

benji_boy wrote: »

Hi there,

my very close friend have a problem with the Lloyd`s bank.

She is only the account holder. Few days ago she gave the debit card ( she was ill) with the PIN number to her husband to withdraw some money and go to pharmacy buying some medicines.
He used the Natwest cashpoint , put the card into the machine , entered the PIN and that was it. The card didn`t come up. As the Lloyd`s bank was just 1 minute walk from this place he turn up to the bank saying he would like to block the card and they refused to do it as he is not the account holder.
She blocked the card by herself after 3 hours.
They found out later some money dissapear from the account , it was £300 cash + 6 other transactions not shown yet on mini statement. All in above of £1000.
We report all of those on the Police Station as instructed by bank. Then we contacted fraud department and they refused to help (investigate) saying the lady broke the bank policy , "should not give the card with the PIN to her husband".

I fully understand they make mistake and they should have a joint account . But it`s to late now. The couple is over 60 years old , very honest family, he suffering a cancer and they lost all theirs savings, they not doing well mentally at the moment.
I don`t know what to say but this is ridiculus to me .
Can anyone help or give some advice how to help them?

Unless the Bank are willing to 'be nice' then I don't think there is much you can expect of the Bank.

You don't give your pin number to anyone, not even family. that is made very clear by the Banks. The main reason is that they have to be sure the named cardholder has done all they reasonably can to keep the account secure - by passing on the pin your friend passed the responsibility on to someone else and in this case he didnt see the trap at the cash machine.

Compounding that, his biggest mistake was to go into the bank and tell them what had happened.

Before anyone thinks I'm being harsh - I had my card taken in this kind of incident - cancelled the card in moments but they still had £300 off me! (got it back though, just didn't mention i was p!ssed when the card trap got me)

Never give the bank anymore information / detail than they ask for if you want something from them

mattyprice4004

Why should the bank cough up when people can't follow terms and conditions, and use common sense?

Everyone knows you're meant to keep your PIN to yourself. An expensive lesson, but one they won't forget.

Also, a non-account holder wouldn't be able to block a card due to DPA, it's not their account!

benji_boy

mattyprice4004 wrote: »

Why should the bank cough up when people can't follow terms and conditions, and use common sense?

Everyone knows you're meant to keep your PIN to yourself. An expensive lesson, but one they won't forget.

Also, a non-account holder wouldn't be able to block a card due to DPA, it's not their account!

Fully understand what do you mean.

Just come back from the Police Station, they advice to get something on writing from the bank then complain to Financial-Ombudsman- that`s the only way. The Police officer said the bank must do investigation as they have access to all the details including time and all records.

apesxx

mattyprice4004 wrote: »

Why should the bank cough up when people can't follow terms and conditions, and use common sense?

Everyone knows you're meant to keep your PIN to yourself. An expensive lesson, but one they won't forget.

Also, a non-account holder wouldn't be able to block a card due to DPA, it's not their account!

that is a bit harsh, i think most couples use each others bank cards and know each others pin numbers these days. If i send the OH to asda to get some shopping then i will give him my bank card as it comes out the grocery budget, if he asks me to get him some beer then he gives me his bank card as i refuse to purchase his beer out of my grocery budget, he pays for that out of his spending money!

i think the lesson here is not to tell the bank that your partner was the one to use the card rather than yourself. I think they are being punished for being so honest and now the bank are trying to use that to get out of helping them, which is a bit disgusting in my view.

LordSVS

It's the couples fault (well, mainly the female). I'd wouldn't give anyone my pin, not even family. Hopefully a lesson learnt.

Lord SVS

Techhead_2

apesxx wrote: »

that is a bit harsh, i think most couples use each others bank cards and know each others pin numbers these days. If i send the OH to asda to get some shopping then i will give him my bank card as it comes out the grocery budget, if he asks me to get him some beer then he gives me his bank card as i refuse to purchase his beer out of my grocery budget, he pays for that out of his spending money!

i think the lesson here is not to tell the bank that your partner was the one to use the card rather than yourself. I think they are being punished for being so honest and now the bank are trying to use that to get out of helping them, which is a bit disgusting in my view.

Is it possible that you are assuming that what you do is what the majority of people do?

I don't think the advice to be dishonest is very good, either.

jjj1980

I'm still stuck in a sort-of similar argument with my old bank from 2009!!

About a month after receiving my redundancy money and whilst in the middle of severe pregnancy complications, I found out that nearly £2000 had been taken from my bank account. I reported to the bank and police and could confirm and prove that I was miles away on quite a few of the transactions. The bank said that they believe it wasn't me and that I didn't allow anyone to use my card but are sure it was the actual card and pin that was used. It was worked out from timings that there is a strong possibility it was my now ex-husband but the police can't take any action without proof eg CCTV, and can't obtain the tapes without a request from the bank..By the time the bank got round to sending the request, too much time had passed and the tapes had been cycled and reused. The FOS and FSA have both done nothing to help!

Even though I never have and never would give my PIN out, it doesn't stop people if they are determined. Unfortunately, the victim tends to always lose out.

VitaK

Are they not even investigating if there cash-mashine have been tampered with.

Another time. Phone the fraud number on the cash mashine and wait there untill the bank have secured the mashine and/or the police is present. Even then, ask for ID and make a call to check that they are who they say they are.

cherie1122

jjj1980 - did you give your ex your PIN? No wonder he's now your ex if he took money from your account like that - not nice. I hope you get it back eventually.

Personally I have never let anybody have my PIN or account passwords - this means that when I've been the victim of fraud I can honestly say that nobody else knew my details. It's not that I don't trust my family but after watching loads of money leave my bank account (and getting it back) I know fraud happens and prefer to stick to the rules.

Somebody on here once posted that I can't have a good relationship with my husband if I won't let him know my details but that certainly isn't the case.