Natwest Card Fraud Issues

johnsons_baby

Very unhappy with Natwest today.

Last month I had a phone call out of blue from Natwest fraud team asking me to verify transactions. One had taken place abroad (Turkey), I was in Birmigham and not in Turkey. Natwest said they had cancelled my card and a new one sent out. I received that and the fraudulent transaction wasn't debited.

Didn't think anymore of the issue. Don't check my Internet banking daily, I generally know how much I have in that account as its my personal account and we have a joint account elsewhere. Went into the branch today and got a mini statement. There were three transactions of £31.50 POS.

Didn't recognise these, I generally use this acc for petrol/ small expenses so I know I hadn't spent this. Went to the desk, after much searching on their part, these are again transactions from abroad and have been made on my OLD card, which I believed to have been cancelled by Natwest.

I spoke to a manager, who can see the notes that they were supposed to have cancelled the card, he can't see how they haven't/didn't or how these transactions went through. Basically he said it was a mystery and to leave it with him and I *should* get the money refunded back within 5 days. I appreciate that and that's all I want.

I'm just a bit annoyed that the card either wasn't cancelled/ cancelled properly and that 3 transactions were able to go through because of this.

I've asked if this can happen again, as twice within a month is a bit hard to stomach and told that its happening more and more often!

stclair

Is it possible the transactions was authorised previously but was not debited until after the card was cancelled.

So you need to really ask the question did the transactions take place prior to the card being cancelled.

johnsons_baby

The manager said it was from the card itself but it appeared the card hadn't been cancelled (from what he could see).
He said he'll need to talk to the fraud team and ask them to call me on Monday.

Just annoyed more than anything, I realise it is a more frequent occurrence but never gets easy to stomach!

stclair

johnsons_baby wrote: »

The manager said it was from the card itself but it appeared the card hadn't been cancelled (from what he could see).
He said he'll need to talk to the fraud team and ask them to call me on Monday.

Just annoyed more than anything, I realise it is a more frequent occurrence but never gets easy to stomach!

Why don't you call them yourself?

johnsons_baby

Thanks for your advice, someone has called me this afternoon from Natwest.
The card wasn't cancelled as I was previously told, the advisor who took my call last month no longer works for Natwest but the card has now, thankfully, been cancelled.
Money will go back into my account within a few days.

stclair

johnsons_baby wrote: »

Thanks for your advice, someone has called me this afternoon from Natwest.
The card wasn't cancelled as I was previously told, the advisor who took my call last month no longer works for Natwest but the card has now, thankfully, been cancelled.
Money will go back into my account within a few days.

That was wrong of them to make such a comment. However least you've got it sorted.

dalesrider

johnsons_baby wrote: »

Money will go back into my account within a few days.

Should be in your account by the end of the day at the very latest.....

Fraud is PSD based and any refunds have to done straight away.

Personally on this issue, you need to raise a complaint. Makes no diffrence that the staff member is no longer working, that failed to stop the card. They should have practices in place to pick up errors like this.

AJenner

I recently had a card cloned, it was cancelled and then a few days later I had online transactions using teh 'canncelled' card.

dalesrider

AJenner wrote: »

I recently had a card cloned, it was cancelled and then a few days later I had online transactions using teh 'canncelled' card.

If a transaction has been authorised it more than likely will debit.... Only the retailer can stop it from debiting.

CPA's will still debit on a stopped card. Hence the advice that stopping a card is a waste of time.

jerhams

Hello All the wonderful people at Moneysaving.com

Just a quick question that I am asking on behalf of my dad.

He has had a number of transactions on his account over the last couple of months all going to 2 different companies which are online gambling sites which he has never been on before and has never gambled before.
The total was for £2314 in about 15ish different transactions, he has been in contact with the fraud team and the fraud team are refusing to refund any of the fraud back to his account which has left him with a £1700 overdraft on this account.
He has been in touch with the police and rbs executive team who are looking into this for him.
He is very stressed with this situation and needs some help, so if any one can help please get in touch with some idea of how he can get his money back?

Is it worth going to the financial ombudsman service to try and get the money back, he just wants his account back to what is was before the fraud happened on his account.

Hope someone can help??

Many Thanks

Bye for now

dalesrider

jerhams wrote: »

Just a quick question that I am asking on behalf of my dad.

He has had a number of transactions on his account over the last couple of months all going to 2 different companies which are online gambling sites which he has never been on before and has never gambled before.
The total was for £2314 in about 15ish different transactions, he has been in contact with the fraud team and the fraud team are refusing to refund any of the fraud back to his account which has left him with a £1700 overdraft on this account.

Well clearly they have a good reason not to refund. On what basis did they say they will not refund?
What did your dad say to them when reporting this?
How are these transactions made? I know you say online gambling, but some of these companies have shops. So could these be PIN trans?
Did they ask him to go to the police?
Have you contacted the companies to see who's name they are in?

There refusal to refund means they must be pretty sure its either 1st party fraud or someone know to your dad...
Any grandkids got access?
Or carers?