Someone else taking money from my Savings Account !

Ryan101

I have a Bank of Scotland Current and Savings account, the Savings account was a old card based one (I have the card for it somewhere) that I never take out off but just add to it as and when I can, it’s really just for a rainy day and for any emergencies.

It appears in my online banking and I have never had any problems with it until last October. Last October I noticed that the balance had dropped by £30, and as I never take out of the account I checked the online statement and it showed a £30 withdrawal with a strange code next to it. The branch is local to me so I went in a queried it and was told I had taken out £30 over the counter, I said I certainly never did as I don’t take money out of it only pay in, they took some details and promised to look into it and call me back. Later that day they phoned back and asked if I could come in the following day and see the manager. I admit I was starting to panic but I went in and was shown to a room and told that another customer with the same name as me had taken out £30 and the Teller incorrectly debited the wrong account and that they were sorry and the money and any lost interest would be credited back, which it was.

Now fast forward to last week and I notice another withdrawal for £20, same description on the statement, so back down to the bank again told I took it out, explained it did not and also told them what happened the last time (Although you could tell they did not believe me), again promised it would be looked into and someone would call me back. They did call back but not until Monday and told to go into the branch today (Tuesday) and see the manager, same story someone with the same name as me took the money out, I asked how this was possible as you would need a card and was told he did not use a card just ID.

But the thing that really stunned me was when I asked if this is going to keep happening and was told he could not guarantee it would not happen again !.

Now I know it’s only a small amount, and thankfully it is not my current account, I am not after any sort of compensation as I am not that sort of person, I don’t even really want to complain about it, but I just don’t feel safe anymore so I guess I will have to move banks which is a pain.

Just looking for some advice or if there is another way of stopping this from happening other than closing the account.

Archi_Bald

You should formally complain about it as this is just not on. Once could be explained as a freak mistake, but twice is no longer acceptable.

Use BOS complaints procedure: https://www.bankofscotland.co.uk/contactus/how-to-complain/complain-online/

robatwork

I would have, on the second occasion, not left the manager's office until he had given you something in writing to explain what had gone wrong and how they had fixed it. That way next time you would have that to show the disbelieving counter staff.

That said, complain as Archi said, then close account and don't ever go back. I would claim for compensation too for your out of pocket expenses eg. your train fare, or petrol/parking fees on 2 occasions if you made a special journey.

molerat

What Archi Bald said.

The local branch seem to be covering up their failure to follow procedures by keeping the complaint in branch, probably a regular customer who they know so allow to withdraw without a card. A formal complaint will be looked at much higher up in the food chain and should result in some "retraining"(AKA a bollocking from the area manager). Keep the complaint factual, pretty much as you have written in your post, ensuring both incidents are mentioned. You will get a few £s out of it as well

NotRichAtAll

complain get some kind of compensation then switch

Ryan101

Hi,
I just thought I would come back with a update. I made a complaint online, and a few days later I got a phone call from a Woman just to clarify a few details, when I say clarify her tone was more 'are you sure that happened as it is not bank policy'.

A few weeks later I got another phone call to say the investigation was complete, they were very sorry, it won't happen again and here is £50 compensation.

A few days later I got a letter just confirming what she had said.

Now today for the first time I went into the branch, and I know it is probably just coincidence but at least 2 staff members have gone and been replaced by staff I have never seen before, and there is also a new manager.

I will leave the savings account for now as they paid the £50 into it, but I think if it does happen again I will be closing it and moving elsewhere.

PeacefulWaters

Two thoughts.

1) Staff have been stealing.

2) Another customer is walking in with an incorrect sort code and account number and asking for a withdrawal.

To protect against (2) you can open a new account online, transfer the proceeds of the old account into it and then close the old account (online should be possible).

There's not a hope in hell I'd keep that account open.

anoncol

No way would I keep that account.