Santander fraud help!

Alex11223

So I woke up this morning to a nice £502.xx transaction removed from my account. The transaction was done on the 28th of July and it is now the 1st of august. I mostly use the phone banking app, and it still has not shown this transaction on there, but I do use the website when I am on my PC


I am 15, and I went into town to put £600 in. I did it over the counter and thought everything was OK. I left my PC on and when I came back I saw the Santander login page... I just thought I had been on it before I left.

Now this £502.xx transaction came right after I put the money in. We are talking minutes.

What I think happened is that a hacker was controlling my PC and sent the out to his account while I was away. So he was waiting.
I am going into the bank today, but I want to know beforehand how it will go?
As this is clearly not my fault(I have OTP and text alerts, but both never came though), will I get my money back?

Thank you.

Browntoa

not sure how a hacker would get past image recognition to log on , or how you did not recieve a text for the transaction with a code

http://www.santander.co.uk/uk/help-support/online-banking/

You're safe
To keep you secure, we use all the industry-standard security and encryption, plus lots more:

You choose a unique image and phrase
You see this every time you log on to reassure you that you’re on our genuine site.

Extra security around high-risk transactions
When you do higher risk transactions – such as new payments or changes to your personal details – we do an extra security check by sending you a code (known as a One Time Passcode) to your mobile which you need to enter online.
More about One Time Passcode

Free security software
For an extra layer of security, Trusteer Rapport works hand-in-hand with your antivirus software and you can download it free of charge.
More about our free security software

Fraud protection
So long as you take the proper precautions, for example by keeping your details safe and private, you’re completely covered by our Online and Mobile Banking Commitment.
More on our Online and Mobile Banking Commitment

Alex11223

I think a hacker stole my details and controlled my PC while I was out. No need for images and what not.
I have now reinstalled windows on my PC and changed by bank passwords.
Thinking about it, I never got any OTP codes recently.

grumbler

Browntoa wrote: »

not sure how a hacker would get past image recognition to log on , or how you did not recieve a text for the transaction with a code

There is no any image recognition in fact. The image just helps you to be sure that the site is genuine. The login process is extremely simple with just the user number and 5-digit password required.

However, the code sent by a text is a very reliable method of confirming all payments to new payees. Without the code the payment could be made to an existing payee only.

Archi_Bald

Alex11223 wrote: »

Thinking about it, I never got any OTP codes recently.

Then there is no way the payment went to a new payee.

How was the money taken out? What is the transaction description?

Who has access to your PC?

Alex11223

hxxp://a.pomf.se/zzcjzx.png

had a poke around on the website.
I think this is how they did it, though the underlined link.
They set up a new payment and took £500.
They did this by some sort of malware or virus keeping track of my keystrokes. He then remote controlled my computer or something while I was out, and took the money.

Also sorry for the link, it's just a picture

grumbler

When you 'Pay a new person' you need the OTP to confirm the transaction.
Just try and you'll see that you can't do this without your mobile registered with Santander.

Alex11223

grumbler wrote: »

[IMG]hxxp://a.pomf.se/zzcjzx.png[/IMG]

When you 'Pay a new person' you need the OTP code to confirm the transaction.
Just try and you'll see that you can't do this without your mobile registered with Santander.

How can I see what phone number is on my account?

grumbler

• My Details & Settings

- a tab on the top.


Is the suspected transaction listed as "BILL PAYMENT VIA FASTER PAYMENT TO * ****** ** REFERENCE ******, MANDATE NO *"?

Also, in the list of your payees you have to see £502.xx as one of the "Last amounts" if it was a bank transfer.

colsten

Alex11223 wrote: »

hxxp://a.pomf.se/zzcjzx.png

had a poke around on the website.
I think this is how they did it, though the underlined link.
They set up a new payment and took £500.
They did this by some sort of malware or virus keeping track of my keystrokes. He then remote controlled my computer or something while I was out, and took the money.

Also sorry for the link, it's just a picture

it is impossible to set up a new payee without an OTP code, which gets sent to your mobile. Who had your mobile at the time?

al25

Alex11223 wrote: »

hxxp://a.pomf.se/zzcjzx.png

had a poke around on the website.
I think this is how they did it, though the underlined link.
They set up a new payment and took £500.
They did this by some sort of malware or virus keeping track of my keystrokes. He then remote controlled my computer or something while I was out, and took the money.

Also sorry for the link, it's just a picture

If this ever happened, (I don't believe it did, or even possible without your consent or negligence) either way Santander is not going to refund the amount.

Also why are you speculating how it was done, instead of focusing on regaining your loss. Normally victims of fraud focus on getting their hard earned money back as a priority.