RBS refuse to refund fraud transactions! - Any advice for complaint please?

dinkydouglas

Hi there

Still fairly new to this so please bear with me.

To cut a long story short, I have recently been subject to a number of fraudulent transactions on my Royal Bank of Scotland current account for which I have a visa debit card.

First lot of transactions were using details of a card that had been obsolete/cancelled and destroyed at the request of the bank following issue of new contact card. The card had been destroyed and cancelled for just over a month when these transactions were allowed. As soon as I phoned RBS about it (who would not acknowledge security failing), I then had more transactions using my current debit card that was still in my possession.

RBS reluctant to refund me, especially for the second lot, but said they would on this occasion but if it happened again it would be investigated further. Great I thought, they should be investigating all fraud matters in order to try and catch the irritating tw**s doing it. They made it clear they thought I was lying or slack personal security and given my PIN out.

Happened again one month later, exactly same type of transactions over two days (this time all with the same card, my current one still in my possession). They have refused to refund any of the second lot and as a gesture of good will are letting me keep the first lot.

Their reason is that under no circumstances could RBS be to blame or have any security breaches or disgruntled employees ('they have to sign a confidentiality declaration you know therefore that wouldn't happen either' said a bank spokesperson).

They said that I therefore must have given out my details/card along with my PIN, a friend or family member has stolen my card details and cloned them or Ive been using dodgy internet sites and have no security feature on my PC.

I told them that if my son (whos 5 BTW) or husband has cloned my card I will drag them down to the police station myself and ensure they are prosecuted. I can assure you that this is not the case and even if it was, surely Fraud is still Fraud and should be investigated. I never gave my permission.

Sorry Im going on a bit now arent I?! I am almost complete in putting together my complaint to the bank regarding this matter. The transactions were not for vast amounts but I am still out of pocket and its took alot of time, inconvenience and stress to sort along with other things and its the principle.

Ive got quite a bit of evidence, FSA regs, other security breaches and so on but anyone any tips on complaining to banks and what should I be looking to get out of it? Any info that I might need to continue my quest would be very much appreciated.

Please accept my apologies if I dont get back to you immediately, two youngs kids and working sidetrack me sometimes.

Many thanks for listening. So incensed but feel better for sharing. Cheers
x

missile

First thing I would do is open an account with a.n.other bank and transfer funds from your RBS account.

Write a letter headed complaint. Stick to the facts and be concise. If they do not accept your complaint, ultimately you will have to complain to FOS.

dinkydouglas

Cheers. Thats exactly what I thought and have done so far. Ive done a time line of all the info, there was that many phone calls for starters, so it should be straight forward.

I cant see that they will have any choice but to accept it, apparently the onus is on them to prove that I am crap with security and gave my details out, or left my card lying around with my PIN attached to it.
Im just not sure what I can achieve and other than getting my refund do I pursue it further.

It has nearly driven me round the twist!

Their have been a lot of security issues during merger with santander so now its fallen through surely there are going to be worse.

grumbler

dinkydouglas wrote: »

...
They said that ... or Ive been using dodgy internet sites and have no security feature on my PC

Have they explained you how this could have resulted in the fraudster getting your PIN?

Sounds like a bu11shit to me.

Agricolae

Have they put anything in writing to you yet indicating that it is the bank's final response on the matter?

If yes then you can take your complaint to FOS.
If not then you can write a complaint letter or appeal the fraud decision (which will result in the bank's final response).

What kind of transactions started appearing on the card?

SnowTiger

dinkydouglas wrote: »

Happened again one month later, exactly same type of transactions over two days (this time all with the same card, my current one still in my possession).

Perhaps I missed it: are these Chip and PIN transactions?

dinkydouglas wrote: »

They said that I therefore must have given out my details/card along with my PIN, a friend or family member has stolen my card details and cloned them or Ive been using dodgy internet sites and have no security feature on my PC.

I'm guessing they're not because you don't need either to make a purchase via the Internet.

Which online companies were the card details used with?

I'm wondering if you have a CPA (Continuous Payment Authority) set up because the transactions are a month apart. Although you mentioned there were several, so maybe not.

Finding out who the payments were made to would be a good starting point.

dalesrider

SnowTiger wrote: »

Perhaps I missed it: are these Chip and PIN transactions?



I'm wondering if you have a CPA (Continuous Payment Authority) set up because the transactions are a month apart. Although you mentioned there were several, so maybe not.

Finding out who the payments were made to would be a good starting point.

Op has managed to waffle around and give NO actual information as to the transaction.
These would allow a better understanding of the issue.

Also the OP needs to know that stopping a card will not stop some transactions from going through.

My money is on a CPA for something like face cream or diet pills.....

dinkydouglas

Hi all

Im more than happy that I have a case for them to answer. I asked for confirmation of their decision however they have never sent it.

The transactions were online ones for mobile top ups. I didnt divulge too much information as I that I have a case and the onus is on them to prove my security failings. I have had computer and accounts checked 3 times just to be on safe side and all ok.

My main reason for posting was if anyone had anymore advice on how to tackle the banks and how far should I push my luck. I am more than happy that they will have to refund the amount but should I aim for anything more.

Cheers
x

grumbler

If it was online, why all this nonsense from the bank about PIN and cloning?

dinkydouglas wrote: »

...I am more than happy that they will have to refund the amount but should I aim for anything more...

What more? If it was online then some primitive keylogger in your PC is the most likely source of your details for the fraudster(s). That's why I never use a keyboard to enter any secure data, although I understand that this doesn't give me a perfect protection.

I wonder if Verified by Visa or Mastercard Securecode was enabled for this card and used for fraudulent online transactions. If so, it's almost 100% certain that something is wrong with your PC. If it was enabled, but not used by the online retailer, then the retailer had done this at their own risk and the bank can easily claw the money back.

meer53

The other explanation is that these are being made by someone the OP knows. The bank haven't done anything wrong, nothing has been cloned, the card details have been compromised. The OP needs to think about who, if anyone, apart from her Husband and son could have had access to her card.

maninthestreet

OP - when was the last time you scanned any PCs you use for online banking or purchases with an anti-malware utility such as Malware Bytes Anti-Malware???