Advice please - barclays 'ping it'

vickyj87

Hello. I was recently advised by a member of staff in barclays to download their banking app, which I did about 2 weeks ago. And yeah, seemed quite handy. Until yesterday

I transferred £350 from my RBS savings account into my barclays account as my cooker ballsed up and I planned to buy a new one today.

So I checked my bank this morning, and the transfer shows up BUT next on the statement is a transfer to another account for £327.62. I call barclays immediately who inform me that I made the payment through something called 'ping it'. I have never ever heard of this pingit thing, but I am informed that I have it :S I ask if its the same thing as the barclays banking app and am told it isn't. I confirm I definitely do not have it, nor did I authorize any transfer..I am then passed to the fraud team who agree to open a case. However the 'victim support team' or something along those lines were apparently busy and would call me back within 24 hours, apparently everything is down to them...

Now, from a bit of research on this pingit thing, it allows bank transfers to be sent with only a mobile number..which sounds seriously dodgy to me. I was dubious about downloading the banking app tbh but did it anyway, but it does seem these are totally different things, for example there is security with the banking app (need to use card reader to set up payments, etc) . I would NEVER have downloaded something that allows my money to be transferred with only a mobile number and no security...but lets ignore how unsafe that app sounds.

I have been told by citizens advice that banks can recall a fraudulent transfer is its done within 24 hours. As the transfer shows up on my statement as after the 350 transfer I made, this means it was made ~6pm or after as the funds werent available before that.

If its true about banks being able to recall transfers within 24 hours, then why am I waiting 24 hours for a callback from the people who will action this? Have I been given the wrong advice from the citizens advice lady? If not, I feel I should be pushing and pushing barclays to look into this rather than waiting for a phonecall, as chances are by the time the call comes, the 24 hours that banks can apparently recall the payment...will be up

Candyapple

I would call up Barclays again and ask to be put through to the fraud team again and press the issue. Or failing that, go into a branch and ask the personal banker to assist and don’t leave until you have resolved the issue. I most certainly wouldn't be waiting for them to call me back as 9 times out of 10, that call back never materialises.

grumbler

vickyj87 wrote: »

If its true about banks being able to recall transfers within 24 hours, then why am I waiting 24 hours for a callback from the people who will action this? Have I been given the wrong advice from the citizens advice lady?

You have. Fraudulent transactions have to be refunded, but for a bank transfer require investigation. Understandably, your word on its own is insufficient.
And surely the originating bank can't simply 'recall' a transfer. It's the receiving bank that has to send the money back after the investigation, although your bank can refund you earlier.

IMO, going to a branch will be a waste of time as branches' staff are powerless and can't do anything serious.

Can you see the phone number that you allegedly sent money to?

vickyj87

Yeah, I am wondering if this '24 hour to call back' thing might be just playing for time...this is of course if the advice from citizens advice was correct. I would be in branch right now if I could be, but the earliest I can realistically get there is tomorrow by which time this 24 hours will be up. Fraud team yet again said to wait for call

vickyj87

grumbler wrote: »

You have. Fraudulent transactions have to be refunded, but for a bank transfer require investigation. Understandably, your word on its own is insufficient.
And surely the originating bank can't simply 'recall' a transfer. It's the receiving bank that has to send the money back after the investigation, although your bank can refund you earlier.

Right, I thought it sounded quite odd. Best to stop pestering them and wait it out for this call in that case then. Thanks

Archi_Bald

PINGIT is very secure and cannot be used against your account unless it has been registered by you / by someone who has access to your account as well as to the phone registered on your account.

Is there someone else who - with or without your approval - might have accessed your account and your phone?

Archi_Bald

vickyj87 wrote: »

I have been told by citizens advice that banks can recall a fraudulent transfer is its done within 24 hours.

This doesn't sound remotely correct. Payments cannot be recalled in any timeframe.

The Barclays Mobile Banking Guarantee applies - details on
http://www.barclays.co.uk/MobileBankingProtection/OnlineandMobileBankingGuarantee/P1242657752213

vickyj87

Archi_Bald wrote: »

PINGIT is very secure and cannot be used against your account unless it has been registered by you / by someone who has access to your account as well as to the phone registered on your account.

Is there someone else who - with or without your approval - might have accessed your account and your phone?

No Not that I know of anyway. Noone knows my bank details (not even my partner) and my phone is always in the house

grumbler

How safe is it to use Barclays Pingit?

When you use any Barclays Mobile Banking services, you’re automatically protected by the Mobile Banking Guarantee if you fall victim to fraud. This means we’ll refund any money that is taken from your account if you’re an innocent victim of fraud.

If it really is that easy to send £750 per day to a new payee without chip&pin/pincentry security as their video tutorials show, I'll be glad if they pay the refund from their own pockets.

fuzzgun19

I hope you can get it sorted.

Did the staff member in branch get your mobile number bank account numbers? (when they suggested downloading the app).

vickyj87

Archi_Bald wrote: »

This doesn't sound remotely correct. Payments cannot be recalled in any timeframe.

The Barclays Mobile Banking Guarantee applies - details on -removed as apparently I cant quote it-

'One secure log-in protects your accounts on Barclays Mobile Banking and Barclays Pingit' from that page..

So the password for both mobile banking and pingit are the same? I searched for pingit on my phone and I definitely do not have it, even though I already knew that as I had never heard of it until it was mentioned on the phone this morning.