Lloyds TSB Card Fraud - They Wont Help

exel1966

I conclude.

1. It's a family member/friend who knows your pin

OR

2. It's utter nonsense and you're a Troll !

weareyoung

Well thanks for your helpful insight, exel.

I can conclude neither is the case. I signed up to this forum in the hope to get real opinions, I have already said it's not and cannot be a family member or a friend and then after posting that, you post what you said and you say I'm the troll?

Very helpful, thanks.

pmduk

Your best bet now is to initiate a formal complaint. Make sure you keep a copy and quote your FSA findings above. Unfortunately it may not produce an immediate response.

antrobus

lotsofstress wrote: »

...What do I do? ....

Report the fraud to the police.

Formally complain to Lloyds that they have not complied with the Payment Services Regulations, in particular, regulation 62 which restricts your liability to £50. And when they tell you to go away again, you take it to the Financial Ombudsman and let them worry about whether or not you committed "gross negligence" or not.

Doesn't help much in the short term, I know, but it's basically the only options availiable as far as I can see.

jonesMUFCforever

weareyoung wrote: »

Well thanks for your helpful insight, exel.

I can conclude neither is the case. I signed up to this forum in the hope to get real opinions, I have already said it's not and cannot be a family member or a friend and then after posting that, you post what you said and you say I'm the troll?

Very helpful, thanks.

How can you conclude its not a family member or friend.
They are hardly going to confess are they??

jalexa

weareyoung wrote: »

I have already said it's not and cannot be a family member or a friend ....

Err... has the post you said that in been deleted or are you lotsofstress?

In the absence of an explanation your "what does the FSA say?" seems like a planted question.

Buzby

This is one of be reasons why I dislike Chip & PIN with a vengeance. I opted for Chip & Signature, which means I cannot use ATMs and require counter service or supermarket cashback.

From what you say you've been shoulder-surfed or captured entering the PIN. Therefore this does not equate to negligence on your part. Further questions to ask are what is the history of fraudulent transactions at this ATM, and that you may have to resort to a SC to recover in full the money taken from your account.

LOU04

lotsofstress wrote: »

I have just found out I have lost my debit card and went onto my online banking to report it missing and noticed that my account had been cleared. I bank with Lloyds TSB. I last used my card on Wednesday evening (1st) and took £30 out.

There were two fraudulent transactions on seperate days, which appear to be from the same cash machine about 10 minutes drive from me.

So I phoned Lloyds TSB and they told me they can't do anything, because my PIN was used. The woman on the end of the phone told me that because my PIN was a random one set when I first got the card it would have been hard for a fraudster to guess it and despite the person who took my card entering it wrong the first time on the first transaction the woman was 'confused' as to how they got my PIN.

Another thing they told me was that it didn't match a fraudsters pattern. Apparently when somebody steals your card they then take it straight away to the nearest ATM and empty your account, then wait until the next day and empty it again, and over and over like that until you notice and cancel the card. The thing with the unauthorised transactions on my account is that the first one of £250 happened about 6 hours after (at 12.03 on Thursday morning) I last remembering having my card and the money was withdrawn from an ATM 10 mins away from me. The second transaction was at 3:01 this morning from the same ATM they used the first time, this time taking £220, which left me with £9 in the bank

After a slightly teary debate with the rather unhelpful lady on the end of the phone about how I couldn't explain when, where and how my card was taken and how the heck they got my PIN I was told in no uncertain terms it is now up to me to investigate. I have to ring the police to ask them if they can obtain CCTV from the ATM, for me to then look at and see if I know/recognise the person and if not, I have to ring the Fraud team back and tell them my findings, only for them to then investigate and even after all that I still might not get my money back because the fraudsters used my PIN.

My major problem is, from watching Watchdog, I thought it was the onus of the banks to prove I was negligent and to investigate. I haven't yet phoned the Police as I want to know if this is true before I spend a further 30 minutes or so on the phone, telling them what I've already told the bank.

I am annoyed at Lloyds, I have been a customer with them for about six years, they're always happy to try selling me upgraded accounts, but when it comes to investigating fraud on my account, they are everything but helpful.

What do I do? It's my Sons birthday in a few days and I wont be able to get him anything, let alone pay any bills.

I know this was a long time ago but I am currently going through this exact same situation and have been endlessly googling for anything that might help me. What happened in the end? I'm stuck with what to do and have bills to pay also anything you can tell me would be greatly appreciated.

dalesrider

Op I works cases like this so do not take offence and anything here please. I'm trying to help you.

You need to report this to the police. CCTV has a usual lifespan of 30 days.
Drag your heels on this and not reporting and you will never get your cash back.

You are not helping your case as you do not know what happened to your card.
YOU have to tell the bank, what has happened as YOU are the only one who knows.

You also have to explain how someone has got your PIN.
Is it recorded in your bag, or such even if jumbled up.
Anything else missing?
Related to DOB/phone no?
Anyone with you when you last remember having your card?
Where is it kept at home or work?

The bank can see by their systems that the card was used to take cash and there were no failed PIN attempts. So that points to it being known to that person.
Did they also do a balance enquiry to see how much was available?
How does the amount taken stack up against your daily card limit?
Were there further declined attempts to get funds, as it was passed your daily/available limit?
Has the card been retained since it was reported lost, or were there no more attempts? (who did you mention that you had reported a lost card too, at home, work or friends)

If this was a shoulder surf. Then as you were told. They take your card and use it straight away. NOT 6 hours later.
Stealing someone's card tends to mean it will be noticed very quickly and then reported. So the window to access cash is very short...

Sorry to say that this smacks of someone YOU know that has been with you when you used the card.

As to the £50 liability. This only applies to debit funds. Credit funds can be the FULL amount taken.
Even under PSD.

In a case such as this PSD refunds can be excluded as there are grounds to there possibly being 1st party fraud or a party known to the account holder which would require a police invistigation here...
As I said ONLY ONE PERSON can explain what happened to card and PIN.

OP above all else DO NOT LIE.

You will be outed if you do.

meer53

dalesrider wrote: »

Op I works cases like this so do not take offence and anything here please. I'm trying to help you.

You need to report this to the police. CCTV has a usual lifespan of 30 days.
Drag your heels on this and not reporting and you will never get your cash back.

You are not helping your case as you do not know what happened to your card.
YOU have to tell the bank, what has happened as YOU are the only one who knows.

You also have to explain how someone has got your PIN.
Is it recorded in your bag, or such even if jumbled up.
Anything else missing?
Related to DOB/phone no?
Anyone with you when you last remember having your card?
Where is it kept at home or work?

The bank can see by their systems that the card was used to take cash and there were no failed PIN attempts. So that points to it being known to that person.
Did they also do a balance enquiry to see how much was available?
How does the amount taken stack up against your daily card limit?
Were there further declined attempts to get funds, as it was passed your daily/available limit?
Has the card been retained since it was reported lost, or were there no more attempts? (who did you mention that you had reported a lost card too, at home, work or friends)

If this was a shoulder surf. Then as you were told. They take your card and use it straight away. NOT 6 hours later.
Stealing someone's card tends to mean it will be noticed very quickly and then reported. So the window to access cash is very short...

Sorry to say that this smacks of someone YOU know that has been with you when you used the card.

As to the £50 liability. This only applies to debit funds. Credit funds can be the FULL amount taken.
Even under PSD.

In a case such as this PSD refunds can be excluded as there are grounds to there possibly being 1st party fraud or a party known to the account holder which would require a police invistigation here...
As I said ONLY ONE PERSON can explain what happened to card and PIN.

OP above all else DO NOT LIE.

You will be outed if you do.

OP was made 9 months ago, would imagine it's sorted now