RBS Emergency cash transaction

metalstardust

Somehow some low life has managed to ring up RBS pretending to be my Wife. Answer all security questions. Tell them her debit card has been lost. The card has been cancelled and an emergency pin issued to get cash. They then took £60 from an ATM.

Now my card has been cancelled as well, our internet access revoked. Everything will have to be reissued.

What is good they phoned outside office hours which means they most likely get an off shore help desk? Because it's outside office hours they did not ask for random digits and letters from my Wifes password and passcode.

Somehow they were able to answer all questions. RBS will not say exactly what questions were asked just hinted at the types of questions.

So because RBS employ less strict security out of hours our account has been hacked, our cards cancelled and we have no internet access.

I think they have a major security flaw if they don’t ask for the standard random numbers/letters all the time. Had they done that our account would have been safe.

So if you have an RBS account watch out for Emergency Cash Transactions.

And before anybody asks.
We are fully aware of the security risks of identity theft.
Have always shredded everything, firewall on PC, anti virus, anti spyware etc etc.
No bank statements have been lost in the post.

We have no idea what information they have or how they got it.

opinions4u

What is good they phoned outside office hours which means they most likely get an off shore help desk?

Last I heard, RBS only used UK based call centres.

DCFC79

Well my rbs account is fine and has been for 10+ years. Someone somehow got your name from somewhere and got access to your money.

metalstardust

They said different security outside normal hours.

Which is really bad because

The password/pass-code my wife has is only in her head.
It's not used anywhere else and is not written down.

Had they done their usual check of asking for two random letters and two random digits the fraudster would have not got through the checks.

Looks like the hackers know this and are exploiting this.

What is really bad is not knowing what questions they did ask and got answers to.
If we knew that it might help us protect ourselves from further fraud.

guesswho2000

Hmm, I had to call them out of hours due to a dodgy cash machine stealing my card, I had to go through all the normal security procedures and got my card cancelled, but it didn't affect my online banking or ability to get cash with the iPhone app...

metalstardust

We got more info out of them.

If you ring the one account team about your account you will have to go through security. 2 digits from password and 2 from pass code. If you want to reset either they have to ring you back on one of your registered numbers. Good so far.

If you ring RBS out of hours for emergency cash they don't.
They ask basic questions and you can have up to £300, RBS decide how much you can have. Your card gets cancelled and reordered. If the scammer has redirected your post they get the new card and pin as well!!!!!

Can they stop it happening again. Answer no.
They could ring back next week and say the new card has not arrived. I need cash.

So basically it's not the one account security it's surprise surprise RBS security. Since RBS took over the accounts 100%.

We now have to get new passwords, new pass codes, new cards and new pins.

The fraud department are investigating. We have asked them to review the tapes to see if the correct questions were asked. They may be able to tell us what was asked so at least we know what data has been compromised. It may just be name, address & DOB. How hard is it to get that!!!!!!

So RBS Emergency cash procedure security has a big gaping hole.

Also makes you wonder if the recent crash was not a hacker and they got away with names and addresses of account holders.

So if you have an RBS account look out for emergency cash transactions.

jonesMUFCforever

Which would you prefer - having to walk into a branch with ID to get cash within banking hours or what they are doing now?
Personally I would prefer their current system.

I know its a pain to get everything sorted but you will not lose out.
Remember your card could be compromised when you next put it into a chip and pin machine or ATM.

jalexa

metalstardust wrote: »

We have asked them to review the tapes to see if the correct questions were asked.

Since the scammer pretended to be you is there any reason why you can't get the tapes/transcripts under Subject Access Request?

(an open question asked of anybody in the know)

Plxply

jalexa wrote: »

Since the scammer pretended to be you is there any reason why you can't get the tapes/transcripts under Subject Access Request?

(an open question asked of anybody in the know)

I believe all parties need to consent to the call being reviewed and the customer establishes it when going past the "calls may be monitored or recorded" however the call centre employee would also need to consent to it for it to be disclosed outside the company.

coldhandoff

No one will need to provide consent. If you want a transcript then someone will type up a transcript, if you want to listen to it then I believe the centre where the call was taken can send the tapes to a branch for you to listen to them there.

metalstardust

We have now set up new passwords and passcodes and just have to wait for new profiles to enable us to access account on line again.

We also have to wait for new debit cards and pins.
If we need cash we can get some from a RBS branch.

The fraud department are investigating. We have requested more information but they don't know yet what they will be allowed to tell us.

It would be good to know which RBS cash machine they used.
Because if it's a local one then most likely we have had post intercepted and data used to fool RBS security questions.
Which would lead to a complaint to Royal Mail. Also if local what is there to stop them intercepting the new cards and pins. They know new cards are on the way as they have reported lost!!!!!

If not local then the data has been obtained from the Internet.

We have asked for the security questions asked. Becuase if we had them we would know what data has been compromised.

For a card lost and emergency cash it's only basic security questions. They really need to tighten up on security for emergency cash. It's a nice idea but if not secure how many more people are going to have the same problem as us.

Good news credit reports are clean.
Garlik Data Patrol is not picking anything up, including no post redirections with Royal Mail.