Fraudulent Transaction. NatWest say "phone on Monday"

innovate

I refer to post number 9 for the only reasons that would relieve NatWest (or any bank/BS) from giving an immediate refund.

The OP has not been told that

• Natwest can prove (or even have reason to believe) the OP authorised the transaction or
  
  
• Natwest can prove that the OP is at fault because they acted fraudulently or, because they deliberately, or with gross negligence, failed to protect the details of their card, PIN or password in a way that allowed the transaction

The OP has been given a lame excuse of 'the fraud team isn't in until Monday'. Or you could say they were lied to because we all know the fraud team are working every day of the week.

All delaying tactics are in breach of NatWest's banking licence.

If I were the OP, I could see a strong email to Stephen Hester coming on in the next couple of hours.

stclair

innovate wrote: »

I refer to post number 9 for the only reasons that would relieve NatWest (or any bank/BS) from giving an immediate refund.

The OP has not been told that

• Natwest can prove (or even have reason to believe) the OP authorised the transaction or
  
  
• Natwest can prove that the OP is at fault because they acted fraudulently or, because they deliberately, or with gross negligence, failed to protect the details of their card, PIN or password in a way that allowed the transaction

All delaying tactics are in breach of NatWest's banking licence.

Do the right thing then and report them if you think any wrong doing is or has taken place.

innovate

stclair wrote: »

Do the right thing then and report them if you think any wrong doing is or has taken place.

You can be sure I would if they gave me this sort of run-around. I would, however, first give Mr. Hester's office a chance to send a nuclear to the CS/fraud team.

stclair

innovate wrote: »

You can be sure I would if they gave me this sort of run-around. I would, however, first give Mr. Hester's office a chance to send a nuclear to the CS/fraud team.

I bet the transaction will be genuine in the end after this song and dance.

dalesrider

stclair wrote: »

My understanding is the bank can "only" refund a transaction once it's "actually" been debited.

In your circumstances the funds have not actually left your account yet.

Stclair.

Going to defend you here.

You are correct no bank can refund a transaction that has not fully debited a account.

But i do wonder just where within NW you work. As you clearly not sure....

Do you think you have been a victim of cheque or payment Fraud or have you noticed any transactions or payments to a shop, merchant, company or online store that you have not used before?

If so you can report this to us by calling 0845 300 3983 ( Monday to Friday 8-8, Saturday 8-6 and Sunday 9-5) or by contacting one of our branches. If you are looking to report fraud

That to me implies that these departments are open during the times stated.

I have to wonder just how big NW's fraud losses must be. Given inside knowledge on how fast and how much can be taken in a very short space of time.

A immediate refund is just that. As soon as the fraud team has finished talking to the customer... Not overnight, Not next day or any other time.

stclair

dalesrider wrote: »

Stclair.

Going to defend you here.

You are correct no bank can refund a transaction that has not fully debited a account.

But i do wonder just where within NW you work. As you clearly not sure....



That to me implies that these departments are open during the times stated.

I have to wonder just how big NW's fraud losses must be. Given inside knowledge on how fast and how much can be taken in a very short space of time.

A immediate refund is just that. As soon as the fraud team has finished talking to the customer... Not overnight, Not next day or any other time.

I'm not sure what you are referring to however I am sure

TiddlyPom

:rotfl:

stclair wrote: »

I bet the transaction will be genuine in the end after this song and dance.

It honestly isn't! I would think long and hard before spending that much money and would certainly remember it!

I'll see what they say on Monday, throw in a bit of what is said in the FSA links and see where I go from there. To me it is semantics on the bank's behalf whether the funds have actually been debited or not when to all intents and purposes they have as they are not available to me.

I will certainly think about putting in a complaint but final decision will be based on what happens on Monday. One half of me says I don't have the energy to do it, but the other says why should they not be made to comply with the terms of their licence. I'm certainly far more informed now if I decide to thanks to all the info you've given me.

stclair

TiddlyPom wrote: »

:rotfl:

It honestly isn't! I would think long and hard before spending that much money and would certainly remember it!

I'll see what they say on Monday, throw in a bit of what is said in the FSA links and see where I go from there. To me it is semantics on the bank's behalf whether the funds have actually been debited or not when to all intents and purposes they have as they are not available to me.

I will certainly think about putting in a complaint but final decision will be based on what happens on Monday. One half of me says I don't have the energy to do it, but the other says why should they not be made to comply with the terms of their licence. I'm certainly far more informed now if I decide to thanks to all the info you've given me.

This transaction could be a POS you did months ago and the retailer has only just processed it.

Sometime the bank will even re-open accounts to allow an old transaction to be processed.

Let us all know how you get on anyway im sure everyone will be pleased to hear of the outcome.

How long have you not been using this said card anyway I do not think its been mentioned yet?

pmduk

TiddlyPom wrote: »

I will certainly think about putting in a complaint but final decision will be based on what happens on Monday. One half of me says I don't have the energy to do it, but the other says why should they not be made to comply with the terms of their licence. I'm certainly far more informed now if I decide to thanks to all the info you've given me.

I'd be making that complaint during your call, backed up in writing, (unless they resolve it during the call.) A friend used this tactic recently and all sorts of previously "impossible" things suddenly got actioned, by the complaints team.

innovate

stclair, I usually agree with your posts, but on this one I just can't. You are not sounding like the usual stclair, you sound like a banker.

You didn't pick up on my earlier Q: How on earth is the OP meant to know that the £62 hasn't "actually" been debited, if their statement says it has been debited?

If someone spends money that, according to their statement, they didn't have, we rip them apart here for not managing their own finances.

If someone does look at their statement and questions a transaction, surely none of us can then tell them that this may or may not be a real transaction? Honest, this is just not on.