Natwest refuse to Refund my money after fraud

redhot1

Hi
I had my savings of £9830.00 for my wedding abroad in a NatWest account for about 4 month which was then fraudulently withdrew without my knowledge,I didn't find out till I tried to make a booking with Thomas cook and I found out that there was only £5.00 left in my savings,I contacted NatWest and they said that I apparently ordered a new card and PIN to my address and withdrew the money over a period of 5 days and for this reason they will not refund this.

I have not ordered a card nor pin because I got a card and pin,I did not receive a new card or any letter,my signature is really difficult to forge and I carry my IDs on me,so how could this be done..
Apparently it was withdrew CASH over the counter and ATM machine.

They refused to give me any more reasons and we already set the wedding day and arrangements and spending has already begun.

Can someone please help me on how to fight this effectively and quickly.

Thanks

xxJudexx

Was it a saving account or your current account? If it was an account you use daily, or regularly at least, wouldn't your existing card have stopped working once the new pin was activated?

Who did you speak to in NatWest? Was it in branch or did you contact their fraud line? Surely you cannot withdraw £9000 from cash machines over five days. I thought the limit from a cash machine was £250.

If I were you I would try to speak to their dedicated fraud line first (they are really good) and if you still have no luck ask for the details of where and when the cash was withdrawn and try to prove you were not present when these withdrawals took place.

Good luck!

bris

It sounds like someone in your house has intercepted your mail, you will need to get the police involved to start the ball rolling on the fraud side of things. But you really should look to who could have the personal info to order the new card and pin then intercept them on different days.

peachyprice

Ask them where the transactions took place. Hopefully it will be somewhere you can prove you never where. Also ask them if they still have CCTV of who made the transactions.

This happened to my Mum with Barclays, fortunately she was in Australia when withdrawals took place in London and her passport was stamped to say so.

Having said that, it was a real battle to get them to believe her, they wouldn't listen to a word she said over the phone. She eventually took all the paperwork the proof of where she was into a branch and spoke to a real person.

We think it was a Barclays inside job as the card was a renewal that was meant to be sent to her address in Australia but never arrived, then the pin was re-ordered but that didn't arrive either.

redhot1

xxJudexx wrote: »

Was it a saving account or your current account? If it was an account you use daily, or regularly at least, wouldn't your existing card have stopped working once the new pin was activated?

Who did you speak to in NatWest? Was it in branch or did you contact their fraud line? Surely you cannot withdraw £9000 from cash machines over five days. I thought the limit from a cash machine was £250.

If I were you I would try to speak to their dedicated fraud line first (they are really good) and if you still have no luck ask for the details of where and when the cash was withdrawn and try to prove you were not present when these withdrawals took place.

Good luck!

Hi
it was from my Savings account and the limit from the ATM is £300
per day and the rest withdrew over the counter..

I have spoken with their fraud team and they were very unhelpful, I received a letter from them this morning saying the have assessed and will not refund me because they do not think it's fraud..
I have asked for more details which they are unwilling to share..

peachyprice

bris wrote: »

It sounds like someone in your house has intercepted your mail, you will need to get the police involved to start the ball rolling on the fraud side of things. But you really should look to who could have the personal info to order the new card and pin then intercept them on different days.

Or the postman.

peachyprice

redhot1 wrote: »

Hi

I have spoken with their fraud team and they were very unhelpful, I received a letter from them this morning saying the have assessed and will not refund me because they do not think it's fraud..
I have asked for more details which they are unwilling to share..

Go into a branch and speak to a real person.

redhot1

bris wrote: »

It sounds like someone in your house has intercepted your mail, you will need to get the police involved to start the ball rolling on the fraud side of things. But you really should look to who could have the personal info to order the new card and pin then intercept them on different days.

HI

I live alone with my 10 year old son...

System

CCTV will prove nothing as you could have easily given your card to someone. Banks tend to not pay out for fraud when a chip and pin is used to withdraw the money. I suspect you may end up losing all this money.

First thing you should do is contact the police and report the fraud

Eydon

redhot1 wrote: »

Hi
it was from my Savings account and the limit from the ATM is £300
per day and the rest withdrew over the counter..

This was taken over a five day period, so that's £1500 max from the ATM and the rest (over £8k) over the counter. Surely they asked for ID to withdraw that amount from over the counter and they should have kept a record of that ID.

fluffnutter

It's up to Natwest to prove this isn't fraud, not for you to prove it is. Contact the police, get a crime number for reference purposes and initiate their complaints procedure in writing (keep all copies). Advise you've reported this to the police, remind them that the onus is on them to prove this wasn't fraud and let them know you're prepared to take this to the Financial Ombudsman. Ask what security checks were passed by whomever was purporting to be you. Do not give up. They're trying to fob you off.