Fraudulent Transaction. NatWest say "phone on Monday"

lozzy81

as soon as a transaction takes place the liason department can say who it was, when they did it and for how much, to be made using an expired card is very unusual as the number on the card changes.... check in branch first and they can call for you

dalesrider

innovate wrote: »

May be at the place you work they do. They obviously don't at Natwest, from what stclair says.

What is strange is they can tell its on a expired card and a POS? trans yet can not tell who.....

So clearly they have access to a the transaction details. Only thing I can think is if the retailer has a obscure description.
Like one I had today that was just a tel no :mad:

jackjones01

dalesrider wrote: »

What is strange is they can tell its on a expired card and a POS? trans yet can not tell who.....

So clearly they have access to a the transaction details. Only thing I can think is if the retailer has a obscure description.
Like one I had today that was just a tel no :mad:

Can you not just accept the bank can not tell the OP who the transaction is to, just because your bank can do XYZ it does not mean Natwest can.

lolavix

innovate wrote: »

May be at the place you work they do. They obviously don't at Natwest, from what stclair says.

Stclair is right, frontline staff have no access to the details until they debit fully. There is a liaison team who can sometimes find out the info, but in the OPs case it sounds like its not showing on their system either.

dalesrider

lolavix wrote: »

Stclair is right, frontline staff have no access to the details until they debit fully. There is a liaison team who can sometimes find out the info, but in the OPs case it sounds like its not showing on their system either.

Yet they knew the transaction is on a expired card ????? So clearly they can see it.
Sounds more to me that the person spoken to knew, but did not want to get into a disscusion on the transaction.

How can it not be showing on their system. If the OP can tell there is a transaction coming through.

If front line staff do not have access to even things a customer can see then time that someone made a major complaint to FOS.

jackjones01. See above answer.....
Clearly they can see the transaction if they can provide details such as expired card....

stclair

dalesrider wrote: »

Yet they knew the transaction is on a expired card ????? So clearly they can see it.
Sounds more to me that the person spoken to knew, but did not want to get into a disscusion on the transaction.

How can it not be showing on their system. If the OP can tell there is a transaction coming through.

If front line staff do not have access to even things a customer can see then time that someone made a major complaint to FOS.

jackjones01. See above answer.....
Clearly they can see the transaction if they can provide details such as expired card....

Its pretty clear they can not see who the transaction is to as you have been told now by two RBSG staff and when the OP called they could not find out the information either.

Its totally clear that the bank can not see who the transaction is to. Ive worked for the bank 10 years and this has always been the case.

During a certain time telephone banking have access to back office, in which they can view pending transactions. However it will only tell them the amount, date and last four digits of the card used "NOT" the retailer.

So stop pretending you know more than RBSG staff just because your banks processes may be different.

As you seem to be very passionate about it why dont you get set the ball rolling and make the complaint.

dalesrider

stclair wrote: »

During a certain time telephone banking have access to back office, in which they can view pending transactions. However it will only tell them the amount, date and last four digits of the card used "NOT" the retailer.

So stop pretending you know more than RBSG staff just because your banks processes may be different.

Time they updated their systems then. And gave frontline staff full access to basic account info.

Hell even Santander can tell me who I have auths outstanding too....

No wonder so many people get angry with bank staff if this is how a bank, not only treats its customers. But even worse, its staff. By expecting them to talk to customers without even basic tools to be able to deal with queries.

stclair

dalesrider wrote: »

Time they updated their systems then. And gave frontline staff full access to basic account info.

Hell even Santander can tell me who I have auths outstanding too....

No wonder so many people get angry with bank staff if this is how a bank, not only treats its customers. But even worse, its staff. By expecting them to talk to customers without even basic tools to be able to deal with queries.

If your not a customer I would not loose any sleep over it...

You sound like "My moms better than your mom" type of scenario.

Robisere

A TIP: -

If you have bank statements from the previous financial year, or can access them, take a quick check of the same month (or one month before and after) and see if there is a similar payment. There are certain payments which are made ANNUALLY. I had forgotten one myself once, felt quite foolish after the bank investigated and found it. It was for a Family History website.

I keep all financial statements for 6 years, from March end to following April. In either paper or electronic form, as long as they can be printed out and used again. This helped me twice, once with a Council Tax problem (nice refund) and again with a HMRC claim for overpayment. (Another nice refund) Bonus of this, is that they know I keep records and they take care to keep my data in order. At least, that's what a financial whizzkid I know, tells me!

dalesrider

stclair wrote: »

If your not a customer I would not loose any sleep over it...

You sound like "My moms better than your mom" type of scenario.

Yes. I am glad I'm not a customer.

I don't care who's system is better than anyone elses. I'm just shocked that Nat West fail to provide staff with the basic tools to do their job....
We moan about our systems.....
Sounds like a road sweeper being sent out without a brush, to me :rotfl:

So. Ok. we will see just what the Op comes back with on monday and see the outcome