Vodafone disclosed my bank details & breached DPA

Amie_3825

I am wishing to seek some advise in regards to how Vodafone how disclosed personal information of mine, despite having reservations over the veracity of the person purporting to be me when they called Vodafone customer services - as this is part of a fraud incident.

In short Vodafone conveyed my bank account number and sort code which is the a/c my direct debit comes from each month to the person who purported to be - which allowed the fraudster to some how hack into my Halifax bank a/c online, and then proceeded to transfer £7k from my Halifax ISA into my Halifax current a/c, and then set up 7 standing orders to leave my a/c the next day - which all totalled £7k.
The fraudster/s had also asked Vodafone to transfer my calls to another mobile phone, so I didnt receive any phone calls for over 4 days on my mobile - and was also how they were able to set up the standing orders from my a/c.
The £7k was money I had saved up for our wedding - which Halifax did recoup and we now have back.

I have complained to Vodafone, as I have since found out that when I called them on 26/05/15 after learning of what was going on in a state of panic, the customer service rep' said that on the notes on my Vodafone a/c, that someone had telephoned Vodafone on 23/05/15 purporting to be me, and had passed through all my security clearance questions over the phone. During this phone call the fraudster asked the customer service rep' to confirm my a/c number and sort code - but Vodafone claim this wasn't disclosed - but I know it was (& will get to this point in more detail shortly).
Also on the notes, i was told that the customer service rep' who took this call noted that they were 'inconsistencies' of the person calling, but despite their reservations, still honoured the fraudsters request in diverting my calls to their mobile number.

At no point did Vodafone make contact with me to express their concerns about this activity on my a/c.
I have since complained to Vodafone in writing since 29/05/15. They are refusing to comment or confirm if my bank account details were passed back to the fraudster, and now, arent even responding back to any of my letters.
They are refusing to convey to me how their complaints procedure works, as i want to escalate my complaint, and have also paid £10 to have a copy of the audio transcript of the phone call that was made so that I can determine for myself what was said, and what wasnt, and was disclosed - but despite it being over 40 days, I am still waiting for this to arrive!

If i can prove that Vodafone did disclose my personal information to the fraudster, and that they have breached the Data Protection Act, along with causing me significant distress and financial temporary financial loss from their actions, who do i complain to, and would i be eligible for compensation?
In addition, it could also be said that if Vodafone had been proactive in conveying their reservations to me about the 'inconsistencies' in the caller's identity and motive, then I inturn could have taken proactive measures to safeguard my £7,000 and other financial matters - as the fraudster has full access to all 3 Halifax current a/c's, my ISA and my Halifax credit card!

Please also note that the police are investigating the matter - but have been advised my complaint to Vodafone will not effect their investigation and to some extent is a seperate matter.

Please help!!

boliston

Surely every time you write a cheque you are disclosing your bank details?

k3lvc

Amie_3825 wrote: »

I am wishing to seek some advise in regards to how Vodafone how disclosed personal information of mine, despite having reservations over the veracity of the person purporting to be me when they called Vodafone customer services - as this is part of a fraud incident.

In short Vodafone conveyed my bank account number and sort code which is the a/c my direct debit comes from each month to the person who purported to be - which allowed the fraudster to some how hack into my Halifax bank a/c online, and then proceeded to transfer £7k from my Halifax ISA into my Halifax current a/c, and then set up 7 standing orders to leave my a/c the next day - which all totalled £7k.
The fraudster/s had also asked Vodafone to transfer my calls to another mobile phone, so I didnt receive any phone calls for over 4 days on my mobile - and was also how they were able to set up the standing orders from my a/c.
The £7k was money I had saved up for our wedding - which Halifax did recoup and we now have back.

I have complained to Vodafone, as I have since found out that when I called them on 26/05/15 after learning of what was going on in a state of panic, the customer service rep' said that on the notes on my Vodafone a/c, that someone had telephoned Vodafone on 23/05/15 purporting to be me, and had passed through all my security clearance questions over the phone. During this phone call the fraudster asked the customer service rep' to confirm my a/c number and sort code - but Vodafone claim this wasn't disclosed - but I know it was (& will get to this point in more detail shortly).
Also on the notes, i was told that the customer service rep' who took this call noted that they were 'inconsistencies' of the person calling, but despite their reservations, still honoured the fraudsters request in diverting my calls to their mobile number.

At no point did Vodafone make contact with me to express their concerns about this activity on my a/c.
I have since complained to Vodafone in writing since 29/05/15. They are refusing to comment or confirm if my bank account details were passed back to the fraudster, and now, arent even responding back to any of my letters.
They are refusing to convey to me how their complaints procedure works, as i want to escalate my complaint, and have also paid £10 to have a copy of the audio transcript of the phone call that was made so that I can determine for myself what was said, and what wasnt, and was disclosed - but despite it being over 40 days, I am still waiting for this to arrive!

If i can prove that Vodafone did disclose my personal information to the fraudster, and that they have breached the Data Protection Act, along with causing me significant distress and financial temporary financial loss from their actions, who do i complain to, and would i be eligible for compensation?
In addition, it could also be said that if Vodafone had been proactive in conveying their reservations to me about the 'inconsistencies' in the caller's identity and motive, then I inturn could have taken proactive measures to safeguard my £7,000 and other financial matters - as the fraudster has full access to all 3 Halifax current a/c's, my ISA and my Halifax credit card!

Please also note that the police are investigating the matter - but have been advised my complaint to Vodafone will not effect their investigation and to some extent is a seperate matter.

Please help!!

So who do you know who knew you had that money in the account and knew the answers to all your security questions ??

Lorian

> The fraudster/s had also asked Vodafone to transfer my calls to another mobile phone,


To me this is the really worrying bit. Without it the person would not have been able to set up the direct debits.


But more importantly, how did this person log in to your account, how did your password and memorable phrase get compromised?


Have you changed both passwords on you account now?

Amie_3825

Hi all - many thanks for your replies so far - fair point re' cheques - but to be fair, I dont use them anymore, and havent written one out in years.

The main point, is that Vodafone aren't allowed in law to disclose 'your' bank a/c details - so even if you are the actual a/c holder, they're not allowed to repeat back your a/c details, or disclose them in anyway.
They've breached this - and want to know who I can go to, or who their governing body is to escalate my complaint - i.e. like you go to the Financial Ombudsman if you have a complaint about your bank etc...

No one knew about my savings.....to my knowledge anyhow. I have no idea how they knew all the answers to my Vodafone security clearance questions, yet alone my Halifax online banking information.
There is suggestion that my laptop might have been hacked into(?), but this has all been checked and all viruses cleared as I took it to a IT company to check.

All passwords have now been changed, along with useernames etc...

I'm just furious at Vodafone, as they're just not replying back to any of my correspondance anymore, and want to esclatate my complaint to an indepdent and impartial goverening body to investigate - and want to gauge from the MSE community who this would be, and if i would be entitled to any compensation.

grumbler

Amie_3825 wrote: »

Hi all - many thanks for your replies so far - fair point re' cheques - but to be fair, I dont use them anymore, and havent written one out in years.

The point was that the account number and the sort code aren't a top secret and can't be used for "some how hack into ...bank a/c online".

The main point, is that Vodafone aren't allowed in law to disclose 'your' bank a/c details - so even if you are the actual a/c holder, they're not allowed to repeat back your a/c details, or disclose them in anyway.
They've breached this - and want to know who I can go to, or who their governing body is to escalate my complaint

This has nothing to do with hacking. You can ask Voda for a compensation and report them to ICO:
Report a data security breach (DPA)

d123

Amie_3825 wrote: »

I am wishing to seek some advise in regards to how Vodafone how disclosed personal information of mine, despite having reservations over the veracity of the person purporting to be me when they called Vodafone customer services - as this is part of a fraud incident.

In short Vodafone conveyed my bank account number and sort code which is the a/c my direct debit comes from each month to the person who purported to be - which allowed the fraudster to some how hack into my Halifax bank a/c online,

You don't use your sort code and account number to log into Halifax Banking and you wouldn't have given Vodafone your online banking username, password or memorable word, so something isn't quite right with your story there.

It's impossible to get into Halifax online banking with the details required for a direct debit.

glentoran99

Nothing Vodafone possibly told them would have gave them access to your bank account,

Amie_3825

Hi all,

Firstly, I have no idea how the person was able to hack into Halifax online banking - or how they even managed to establish my username and password stages.
So this part is a puzzle for me, and everyone else to be fair.

My story and what i've detailed is all correct - a bit hurt that people on here would doubt or question my account.

I've come here seeking advise, help and support - not criticism please.

I understand that my a/c no' and sort code isnt sufficient information to use to hack into my bank a/c online - but the point being made, is that under DPA rules, companies are not allowed to disclose this - but I accept the comments being made on this.

NFH

Your complaint is against Halifax for acting upon the fraudster's payment instructions without carrying out proper checks or without implementing sufficient security, e.g. two-factor authentication. Your case against Halifax is much stronger than any potential case against Vodafone. You should focus on Halifax.

boliston

Amie_3825 wrote: »

.....
The main point, is that Vodafone aren't allowed in law to disclose 'your' bank a/c details - so even if you are the actual a/c holder, they're not allowed to repeat back your a/c details, or disclose them in anyway......

Surely if customer wants to know what bank account details they have on file then what rules say vodafone cannot tell them? There is nothing particularly confidential about just an account number and sort code or they would make it illegal for cheques to bear this information.