Bank Fraud! Santander!!!

noob33294

Hi,

i have a santander current account and just 3 days ago i checked my monthly statement and i have found out that £100 has been taken out of my account each week on a tuesday consecutively! It gets even worse... apparently i have taken the money out! as it was a cash withdrawal!

I mean i work so i can never be in town on a tuesday at 10am so i can not withdraw that money at that time and i obviously know when i am withdrawing and when im not.

So i complained to santander as soon as i seen it and they said they will investigate, a day later literally one day later they said my claim has been rejected as i took the money out.

What can i do??!!

1) i work 9-6 every day and theres no chance of me withdrawing the money at 10am.
2) I was not even a mile close to cash point where it was supposedly taken out
3) i am not suffering from dementia and i would not lie if i took money out of my own account!

Where do i stand? can i appeal and then take to court if necessary?

thanks in advance :beer:

JuicyJesus

You can appeal. You can write back to Santander stating the above, and if they give you no joy or will not budge you can then go to the Financial Ombudsman Service who will investigate for you and will make a decision, however bear in mind that this is not instant and can take a long time.

Archi_Bald

When they say "you" have withdrawn the money, I presume they mean the money has been withdrawn with your debit card at an ATM, or at a Santander counter? How many Tuesdays did this go on for?

Did you change your card after discovering the issue?

Where is your card now / where was it on the Tuesdays?

Who could have got hold of your card, and your PIN number?

henm2

Is the card always in your possession?

When tapping in pin numbers at cash machines do you always use your free hand to cover the other hand tapping in the digits? (This guards against situations where cash machines may have false fronts with cloning devices for copying the card and hidden cameras for recording the pin number. Also applies to card terminals. http://uk.finance.yahoo.com/news/how-credit-card-cloning-works.html )

noob33294

Yes i will definitely appeal as this is ridiculous! Yes it was withdrawn from 'my card' at an ATM. It went on for 2 consecutive tuesdays and then nothing for 2 weeks, and then again so 3 tuesdays in a month; £100 everytime.

Card was in my wallet at all times like normal people (keeping all personal belongings safe) at the moment card is with me and i still have it, not blocked it or anything yet i know i should and i will do so definitely in the morning! As far as i know, no one could have had access to my card/pin. Yes i always cover my pin when entering!

Thanks for the reply guys

ecombo

noob33294 wrote: »

Yes i will definitely appeal as this is ridiculous! Yes it was withdrawn from 'my card' at an ATM. It went on for 2 consecutive tuesdays and then nothing for 2 weeks, and then again so 3 tuesdays in a month; £100 everytime.

Card was in my wallet at all times like normal people (keeping all personal belongings safe) at the moment card is with me and i still have it, not blocked it or anything yet i know i should and i will do so definitely in the morning! As far as i know, no one could have had access to my card/pin. Yes i always cover my pin when entering!

Thanks for the reply guys

Find out what ATM's it was and there locations. Bank should tell you this.

innovate

noob33294 wrote: »

Card was in my wallet at all times like normal people (keeping all personal belongings safe) at the moment card is with me and i still have it, not blocked it or anything yet i know i should and i will do so definitely in the morning!

This will in all likelihood work against you - you discover that money has been fraudulently withdrawn 5 times from your account at one or more ATMs and when you noticed, you didn't immediately ask for your card to be stopped? Did you report the matter to the Police / Actionfraud?

pmduk

innovate wrote: »

This will in all likelihood work against you - you discover that money has been fraudulently withdrawn 5 times from your account at one or more ATMs and when you noticed, you didn't immediately ask for your card to be stopped? Did you report the matter to the Police / Actionfraud?

I'm not sure the bank would get away with putting the onus on the customer. Having reported the matter to the bank in a timely manner, surely it would be for the bank, as the professionals in this relationship, to advise of any further steps to be taken?

innovate

Sure, it seems quite odd that Santander should not have suggested a new card.

Not half as odd though as the account holder not asking immediately how further theft from their account can be stopped, after they have been done not just once or twice, but five times.

Another question I would ask is why the account holder didn't notice the missing money for over 7 weeks. However, that could be explained away by admitting that they aren't very good at managing their account. I must admit, in the pre-Internet days, I did sometimes not open envelopes from banks for a couple of months....

pmduk

The OP mentions reporting the transactions to santander as soon as he checked his statement. I suspect that to be far more usual than those of us who check balances online far more regularly.

maninthestreet

I suggest you change your PIN at an ATM - use one in a bank lobby, rather than one out on the street.