Bank account fraud

Ipcress

My brother has just been on holiday to Mexico. A week in, he tried to use his card and was told it had been cancelled. He phones the bank in England and is informed he cancelled his card the other day at 10pm at night. Emergency cash of £60 was requested and issued to an atm in Coventry.
He tells the bank he's in Mexico and they knew this due to arrangements he made before he left England

He returns from holiday and phones them again. The card that was issued when the emergency cash was issued has been posted to his address. He's been refunded the £60 ( it didn't show on statements he looked at ), he's been given £80 for the cost of the £50 phone call from Mexico. The bank have the ten minute recording of the phone call, have said they're aware and blah blah blah.

What i've said is that he should be told exactly what information was given for the bank to authorise this. Has his card been hacked, was it a laptop virus ( unlikely ) or have the bank failed to implement all security measures.

What's weird is the £60 emergency cash - why not more ? Is it an amount doesn't flag up any warnings ?

Any help greatly appreciated. I reckon he's due more compensation but maybe they've done all they can.

Stevie_Palimo

Ipcress wrote: »

My brother has just been on holiday to Mexico. A week in, he tried to use his card and was told it had been cancelled. He phones the bank in England and is informed he cancelled his card the other day at 10pm at night. Emergency cash of £60 was requested and issued to an atm in Coventry.
He tells the bank he's in Mexico and they knew this due to arrangements he made before he left England

He returns from holiday and phones them again. The card that was issued when the emergency cash was issued has been posted to his address. He's been refunded the £60 ( it didn't show on statements he looked at ), he's been given £80 for the cost of the £50 phone call from Mexico. The bank have the ten minute recording of the phone call, have said they're aware and blah blah blah.

What i've said is that he should be told exactly what information was given for the bank to authorise this. Has his card been hacked, was it a laptop virus ( unlikely ) or have the bank failed to implement all security measures.

What's weird is the £60 emergency cash - why not more ? Is it an amount doesn't flag up any warnings ?

Any help greatly appreciated. I reckon he's due more compensation but maybe they've done all they can.

A teller in the bank may have knew this but it will not flag up on his account anywhere, Only thing that will show is a statement listing transactions and if any were in Mexico then they will appear to.


The bank would explain why the card was stopped and it will more than likely be to do with a suspected fraud on the account, They offered cash which he had and offered to cover his call to and as long as he is not out of pocket what else do you think he deserves here ?

grumbler

Ipcress wrote: »

...
What i've said is that he should be told exactly what information was given for the bank to authorise this. Has his card been hacked, was it a laptop virus ( unlikely ) or have the bank failed to implement all security measures.

http://personal.natwest.com/personal/ways-to-bank-with-us/get-emergency-cash.html

What's weird is the £60 emergency cash - why not more ? Is it an amount doesn't flag up any warnings ?

£60 is mentioned in the above link.

Stevie_Palimo wrote: »

A teller in the bank may have knew this but it will not flag up on his account anywhere, Only thing that will show is a statement listing transactions and if any were in Mexico then they will appear to.

It was ATM, not a teller.

Ipcress

More information, for a start.

What information was given over the phone, do they know who did it.

This is quite stressing for a young lad who was trying to enjoy his honeymoon.

Stevie_Palimo

grumbler wrote: »

http://personal.natwest.com/personal/ways-to-bank-with-us/get-emergency-cash.html

£60 is mentioned in the above link.
It was ATM, not a teller.

Not quite considering when he said the bank knew he was away and my point as it ever so clearly states was that a bank teller may know and this but it will not be flagged up on the account itself.


Perhaps rather than jump on my post it could be better to read properly next time.

grumbler

Ipcress wrote: »

What information was given over the phone, do they know who did it.

Surely they thought it was your brother.

This is quite stressing for a young lad who was trying to enjoy his honeymoon.

And? What's your point? He even was given £80 for £50 call.
Are you implying that Natwest was at fault?

Ipcress

grumbler wrote: »

£60 is mentioned in the above link.
It was ATM, not a teller.

Thanks for that - so the fraudster asked for the maximum he could have.

It says the adviser will ask security questions - it's this bit we're both curious about because of who'd know them and how they've acquired them.

Ipcress

grumbler wrote: »

Surely they thought it was your brother.

And? What's your point? He even was given £80 for £50 call.
Are you implying that Natwest was at fault?

But it wasnt and we'd like to know who it was.

He's concerned about the security breach - either the bank hasn't done their job properly or someone has acquired his security details. The only way the latter happens is by a pc virus or insider info ( i think )

grumbler

Stevie_Palimo wrote: »

Not quite considering when he said the bank knew he was away and my point as it ever so clearly states was that a bank teller may know and this but it will not be flagged up on the account itself.


Perhaps rather than jump on my post it could be better to read properly next time.

OK
Who do you call "bank teller" then?
All we know is that "he made arrangements" before leaving. There is no any indication that arrangements were made in a branch. I can be wrong, but my understanding of the word "teller" is a person in a branch, not in telephone CS.

grumbler

Ipcress wrote: »

... we'd like to know who it was.

I guess they are curious too in the bank, but obviously don't know.

He's concerned about the security breach - either the bank hasn't done their job properly or someone has acquired his security details. The only way the latter happens is by a pc virus or insider info ( i think )

Well, this is a question to your brother, not to the bank.
Unfortunately, a lot of 'security information' can be found in social media nowadays.

Stevie_Palimo

grumbler wrote: »

OK
Who do you call "bank teller" then?
All we know that "he made arrangements" before leaving. There is no any indication that arrangements were made in a branch. I can be wrong, but my understanding of the word "teller" is a person in a branch, not in telephone CS.

Well you would hardly go and have a chat to a cash machine and say oh btw I am going off on my holidays please make a note on my account so the thought process here would be that he went into a bank thus talking to a bank teller and chatting away mentioned he was off to Mexico.