Fraudulent Transaction. NatWest say "phone on Monday"

TiddlyPom

I'm not sure why it is so difficult to believe that a fraud has actually taken place - it does happen. However, the situation is now resolved and the funds have been credited to my account.

Thank you for all the constructive help, but I'm going to step away from this thread now, particularly given the attitude in post #91 which is baffling to me and unecessary. It is beyond me why a simple and genuine request for help and advice has unleashed the agressive and argumentative attitude that some posters have displayed. I hope that if you seek advice on here that you are not a recipient of the same type of treatment.

jackjones01

TiddlyPom wrote: »

I'm not sure why it is so difficult to believe that a fraud has actually taken place - it does happen. However, the situation is now resolved and the funds have been credited to my account.

Thank you for all the constructive help, but I'm going to step away from this thread now, particularly given the attitude in post #91 which is baffling to me and unecessary. It is beyond me why a simple and genuine request for help and advice has unleashed the agressive and argumentative attitude that some posters have displayed. I hope that if you seek advice on here that you are not a recipient of the same type of treatment.

No fraud has taken place, you would like to think their has but their hasn't. It's obvious your recurring payment had not been cancelled and you had previously given them your card details end of story.

dalesrider

TiddlyPom wrote: »

I will certainly be onto the AA as soon as the bank can give me some kind of reference that was used to take this payment. Until then, it's a little difficult to do as it would take soome rooting round to find the old expired card number.

Bank's do not get any reference on a card payment.

You know the last 4 digits, you also know your address's. Start with that.
Or call NW and ask for the full card number.

Anyway glad this is sorted.

Made for a interesting weekend posting And some of us have actually learnt something about how other banks work. Even if its not for the best.

dalesrider

jackjones01 wrote: »

No fraud has taken place, you would like to think their has but their hasn't. It's obvious your recurring payment had not been cancelled and you had previously given them your card details end of story.

Can you say that with 100% certainty ? Thats going to be a NO...
Are you prepared to stake say £62 if this comes back as not relating to the OP?

I have seen fraud to the AA....

So no way would I even stake a used teabag on it.

jackjones01

dalesrider wrote: »

Can you say that with 100% certainty ? Thats going to be a NO...
Are you prepared to stake say £62 if this comes back as not relating to the OP?

I have seen fraud to the AA....

So no way would I even stake a used teabag on it.

Given the OP already has a relationship with them it would be very canny coincidence. Seeing as the OP is so certain about it they are hardly jumping threw hoops to speak to the aa regarding the problem.

Agricolae

dalesrider wrote: »

ALL bank staff that are customer facing have access to a customer account. If they do not then what is the point of them... :mad:
They should have the ability to see ALL debits and also ALL auths coming through, pending DD's and payments coming in.
Anything less is a waste of time.

I know ALL our front line staff have exactly the same basic account details that we do....
As they are often told when they come through asking if we have any more insight onto transactions. :rotfl:
Yes we have access to indepth Visa and security systems, but these do not give you any more info on transactions.

Frontline NatWest staff do have access to the name of retailers on pending transactions. Seeing as this takes an unusually long time compared to other enquiries, or necessitates making a phone call to another department who have more in-depth access, I imagine most customer service agents are somewhat discouraged from doing so as they have strict time limits on how long their calls are supposed to take.

I'm not defending it, just saying that this could be the reason staff said they "couldn't " see the name of the retailer.

stclair

Agricolae wrote: »

Frontline NatWest staff do have access to the name of retailers on pending transactions. Seeing as this takes an unusually long time compared to other enquiries, or necessitates making a phone call to another department who have more in-depth access, I imagine most customer service agents are somewhat discouraged from doing so as they have strict time limits on how long their calls are supposed to take.

I'm not defending it, just saying that this could be the reason staff said they "couldn't " see the name of the retailer.

Bare in mind frontline staff do not have access to back office over the weekend. So that may have been the reason the information could not be accessed by them.

If the advisor was looking at the information via Earlycloud they would have not seen any more information that what the customer could have seen themselves online.

However the OP was transferred through to the fraud team and they could shed any light on it either and they would have the best area of the business to provide such information.

It also needs to be considered not all pending transactions carry the retailers details from the offset bit of a funny one to be honest

Maybe the group needs some IT tips from HSBC/First Direct.

Agricolae

stclair wrote: »

Bare in mind frontline staff do not have access to back office over the weekend. So that may have been the reason the information could not be accessed.

Perhaps that is the case in the department you work for. However I always had access when I worked in customer services and again when I moved on to another department (I've now left the company).

As unfortunate as it is, it sounds like:
a) The person or persons the OP spoke to didn't know any better.
b) They did know better but declined to offer the service for whatever reason.
c) The name of the retailer was genuinely not showing and a call to the department which generally knows more didn't turn up anything.

At least they know now!

dalesrider

Agricolae wrote: »

Frontline NatWest staff do have access to the name of retailers on pending transactions.

Do you work for NW ?

Agricolae wrote: »

Seeing as this takes an unusually long time compared to other enquiries,

But you say they have access to the system?

Agricolae wrote: »

or necessitates making a phone call to another department who have more in-depth access,

Then you pass the customer to them.

Agricolae wrote: »

I imagine most customer service agents are somewhat discouraged from doing so as they have strict time limits on how long their calls are supposed to take.

Well there will be limits, but these average out over time.
I can spend a hour talking to a customer or 2. But over a month my I'm still within any call timings.
Even if I'm over its not the end of the world as we know it Jim :rotfl:

Agricolae wrote: »

I'm not defending it, just saying that this could be the reason staff said they "couldn't " see the name of the retailer.

Well unless I get a job at NW I will never know will I....

pmduk

I think we're beginning to go in circles here.