Debit card fraud help please-A happy ending!

Archi_Bald

If their letter was their final response to an official complaint, or 8 weeks have passed since the formal complaint was raised, you (/your mum) can take it to the FOS. If not, a formal complaint needs to be raised , or you (/your mum) need to ask them for their final response.

pmduk

I'd expect and hope that if you write again to Natwest clearly stating the facts, somebody with more sense will overturn the decision.

traveller

pmduk wrote: »

I'd expect and hope that if you write again to Natwest clearly stating the facts, somebody with more sense will overturn the decision.

Again, a HUGE :T thank you for all of your help guys on all of this! I have just sent a letter of appeal to Natwest stating the facts in sequence, as explained here. I also questioned why her account was not blocked, when they themselves, admitted her account roused the suspicion of the fraud department on that day, yet no letter or message was ever received. I too am hoping that someone, with more sense will review this. I'll let you all know how we get on as soon as I hear something

pmduk

I hope I'm stating the obvious, but these letters need to be coming from your Mum (or perhaps written by you, "as from her").

The bank can't be discussing this with a third party.

al25

You need to report this to the police, and they need to get CCTV footage from the Santander ATM.
Recently BBC crime watch road show have been reporting very similar incidents allegedly involving 3 to 4 Romanians near ATM's. CCTV footage shows one man shoulder surfs for the pin, another drops a £10 note on the floor and taps the victim on the shoulder, at the same time a 3rd man pulls out the card from the ATM while the victim is still distracted. All this happens within seconds, all perpetrators are well dressed and the victim is always old or vulnerable.
This is a case for the police first, then go to the bank with the evidence.

traveller

pmduk wrote: »

I hope I'm stating the obvious, but these letters need to be coming from your Mum (or perhaps written by you, "as from her").

The bank can't be discussing this with a third party.

All letters have indeed come from her and signed by her, but I have written them for her.

Today she had a call from someone while she was at work, from the Fraud dept. A new person has been assigned to her case and he has asked her to call him back. She finishes too late to catch him at 5pm but will be home on the weekend. I told her to only ring, to ask him to put everything in writing. Am I right to advise her not to discuss anything on the phone? Thanks

grumbler

traveller wrote: »

...Am I right to advise her not to discuss anything on the phone?

Why?............

traveller

I was concerned that we will not have anything in writing regarding the conversation. Also, in line with needing a final response to take it further if need be, I was just a bit concerned, they may not follow this up with a letter. If this isn't an issue, that's fine.

grumbler

You are a victim of fraud and want your loss refunded.
I think it's wise to show your willingness to cooperate, not to 'request everything in writing'. You can take notes or even record the conversation if you wish.

traveller

grumbler wrote: »

You are a victim of fraud and want your loss refunded.
I think it's wise to show your willingness to cooperate, not to 'request everything in writing'. You can take notes or even record the conversation if you wish.

Thanks-I'll tell her to speak to them. I think I'm paranoid because of how the first letter was worded from them. But yes, that totally makes sense and I'll tell her to cooperate fully