Debit Card Fraud

STomlinson

Hello, hope this is the right forum board for this!

I've started using my Lloyds TSB account and, although always had a card, last Sunday I requested a new PIN because I couldn't remember the old one. It hadn't arrived by the following Saturday, and at some point during the week I'd lost my Debit Card and have found out that someone has used it for transactions and to withdraw cash from an ATM several times.

I don't know what the PIN is, and have yet to receive the new one, however the transactions that happened this weekend were not authorised by me and I have no idea where my card is.

I reported the card lost/stolen as soon as I found out, and spoke to the fraud team at Lloyds but they refused to investigate the fraud because of no reasonable explanation as to where my card had gone, and said that because it was chip and PIN, the only thing I can do is contact the police and deal with it as a civil matter.

I've had a google today, and it seems that the bank has to prove I was negligent and it shouldn't be on me to prove or give them a reasonable explanation as to where I lost my card. If I knew where I'd lost it, it wouldn't be lost, or I'd know who stole it!

I'm now flat broke for the whole (5 week) month because of fraud on my account. Does anyone have any advice?

Caz3121

contact the police and report it. If the money was taken from cashpoints, the police would be able to request cctv footage to identify who was using the card.
The fact that the pin was used implies that someone misappropriated the mail and then managed to get hold of the card

OlliesDad

Is it possible that somebody in your household could have done it? (Just thinking who is likely to have access to both your card and the post)

visidigi

We're the transactions local to you? Did you just lose your card or your wallet?

agrinnall

I'm afraid OlliesDad is right, by far the most likely explanation is that someone with access to your card and your mail has done it, and the bank will know that too. So you either need to tell the police who does have that access and let them investigate with the guilty party facing the consequences, or drop it and try to get the money back from whoever it is. You have very little chance of getting the bank to refund you.

Caz's suggestion might work, but a large proportion of ATM's have no CCTV cover so it can't be relied on.

STomlinson

I've reported it to the police and got a crime reference number. The police are suggesting I contact the bank, the bank are refusing to look into it because it was chip and pin and I had quite an unpleasant phone call with a member of Lloyds TSB staff who was condescending and quite aggressive when talking to me.

Does anyone know if I'm right (and it's my consumer right) to get an immediate refund whilst the investigation happens?

Someone intercepting the post is the only logical explanation. The transactions don't make sense for anyone I live with though. Card transactions for a shopping centre, cash withdrawals, some online gaming transactions, and some transactions to online subscriptions too (made me laugh a little, pretty sure the person on the phone was trying to say !!!!!! subscriptions without actually saying it)

George_Michael

STomlinson wrote: »

Someone intercepting the post is the only logical explanation.

But what are the chances that someone who was able to intercept your mail deliveries was also in the right place at the right time to find your missing card?
It certainly looks like someone in your household that is to blame.

Do you live in any sort of shared accomodation or somewhere with a communal mail delivery area?

zzzLazyDaisy

They don't need your pin number to buy on-line services, just your card number and the security code on the back.

But what are the chances of you losing your debit card and it being accidentally found by the very same person who also intercepted your post and stole your pin number? To withdraw cash from atms they must have both the card and the pin.

Sorry, but the only possible explanation is that is is someone you know who has access to both your post and knows where you keep your card. That is most likely to be someone who lives in the same house as you.

STomlinson

George_Michael wrote: »

But what are the chances that someone who was able to intercept your mail deliveries was also in the right place at the right time to find your missing card?
It certainly looks like someone in your household that is to blame.

Do you live in any sort of shared accomodation or somewhere with a communal mail delivery area?

My kids friends come round sometimes, so I guess there is a chance it could have been one of them - but without knowing for sure I'd need the bank to investigate it to find out more information.

agrinnall

STomlinson wrote: »

My kids friends come round sometimes, so I guess there is a chance it could have been one of them - but without knowing for sure I'd need the bank to investigate it to find out more information.

What is it you think the bank can do though? All they can do is tell you where and when the transactions took place, and it sounds like they have already done that. Investigation into who did it is a matter for the police.

zzzLazyDaisy

STomlinson wrote: »

My kids friends come round sometimes, so I guess there is a chance it could have been one of them - but without knowing for sure I'd need the bank to investigate it to find out more information.

OP you seem to be overlooking your own responsibility in the matter.

You leave your pin number and bank card lying around your house where a random visitor can easily find both and pick them up, and you expect the bank to compensate you?