£30,000 stolen as a result of the TalkTalk hack. Where do I stand?

GingerFurball_2

nidO wrote: »

Well, it is if the bank are lax / mess up, and it's the OP who said that Halifax told him that's what happened.

The OP has misinterpreted what Halifax have told him. Confirming your date of birth and the first line of your address does not allow anyone to change an address over the phone.

Here's what will have happened. The OP mentioned that he had 3 letters about new security number requests. Whoever got his details will have contacted Halifax and requested one to be sent out. This will have been intercepted, at which point if you fraudulently hold someone's details and a telephone banking security number, you have access to their account. Fraudster changes address and telephone number via telephone banking. Can order cards & PINS to the new address, and with fake telephone numbers, can also reset online passwords and takeover OP's internet banking if he's registered, or set it up if no registration exists. Activation code gets sent out to the address on file, which is obviously fraudulent.

GingerFurball_2

Archi_Bald wrote: »

Why would they even attempt to contact him at an address he had informed them he is no longer at?

For exactly a situation such as this. When you change an address with any of the LBG banks, they will send a letter to your old address. This letter doesn't contain any details, it is simply a letter that states "Dear customer, this letter confirms that we have updated the address details we hold for you." It doesn't give any account information or new address details. That way, if your account has been compromised like the OP's unfortunately was, you will find out about it when the bank sends a letter confirming a change has been done.

masonic

BMN wrote: »

That's the limit for Online Banking.

You can make Faster Payments in branch, using Telephone Banking or through an ATM. They will each have different limits and ID requirements though.

I've been able to make faster payments that were considerably larger than £1,000 from my Halifax accounts. However, on the one occasion I tried to make three smaller payments to the same destination, my account was immediately frozen and I had to phone up and jump through some significant security hoops to reactivate it.

Westie983

Faster payments either online or in branch or over the phone is 25k a day.

When an address is changed Halifax will write to both the existing address and the new account, especially even more so if its a joint account and ther 2nd party was not present when the address was changed.

Not sure how the address was changed just using address and postcode as you would need a signature or CNP to change that, or if its over the phone security questions must have been cleared first!!...

glad the money was returned but something doesn't add up I feel...

colsten

masonic wrote: »

I've been able to make faster payments that were considerably larger than £1,000 from my Halifax accounts. However, on the one occasion I tried to make three smaller payments to the same destination, my account was immediately frozen and I had to phone up and jump through some significant security hoops to reactivate it.

Similar for me when I had made two FPs of approx £2.5K each in the same online session, and then tried a third one which was just under £1K. All 3 were payments to existing payees at other UK banks (accounts in my own name, in fact). The third one didn't go through and my online access had been blocked after my session had expired whilst I tried calling them about the failed payment.

When I eventually got through to the right people, it took well over half an hour to answer all the questions they asked me. I obviously knew the right answers to all the usual questions and to the security questions I had given when I registered for online banking. But they went further and asked about half a dozen multiple choice questions based on information on one of my credit reference agency files, and I was quizzed about the purpose of my intended payment. I was put on hold several times during the call. I don't know what they did during that time but it could have been some checks with the receiving bank. Eventually, they cleared the block on the transaction and my online access, and I had to re-confirm the third transaction online before it went as it should have done an hour earlier.....

Unless OP's case was some sort of insider job, I find it very hard to believe that Halifax would have allowed a series of £1,000 payments in a very short space of time and to the same account without their automatic risk controls kicking in long before the 30th attempt.

Anyway, the OP doesn't seem to be out of pocket, and nobody apart from a small number of people in Halifax will probably ever know what really happened.

joe134

The First I knew I was compromised was when I tried to log in to my Halifax a/c, it said to phone them.
I did and they would not divulge any info at all about the " compromise", not hack,no dates, zilch;; but I had to take ID etc, both of us ( joint a/c) to local branch, and answer a load of security Q's.
Only then did they unlock the A/c, and we could access our money.
Luckily, I keep several A/c's.
There was no other contact with them, it took 2 days to unlock it, after my branch visit.All mt security Q&a's had to be reset, and new cards re-issued..
To this day, I don't know if money was taken, or what,but I stood no loss,just a lot of inconvenience,as my local branch is 12 miles away.
If I hadn't tried to login, how long before I would have found out , god knows.They never tried to contact me/us.
I was only glad I stood no loss, as it was well stocked at the time.
It's certainly not a nice feeling.
I was made to feel I was guilty, of what, I don't know.
This was years ago,but, security has always been paramount to me, still is.

.

chrisjdw

Log complaint with Halifax, take what talk talk offered.
It will cost Halifax £550 if your complaint goes to the ombudsman so try settle for around £300-400 from them and once it's escalated high enough you'd probably get it due to the circumstances in the complaint.
The person who took the money would've done it via online banking and if they had a card and pin sent then that's what happened they would've logged in using the card reader and sent the money that way

chrisjdw

colsten wrote: »

Similar for me when I had made two FPs of approx £2.5K each in the same online session, and then tried a third one which was just under £1K. All 3 were payments to existing payees at other UK banks (accounts in my own name, in fact). The third one didn't go through and my online access had been blocked after my session had expired whilst I tried calling them about the failed payment.

When I eventually got through to the right people, it took well over half an hour to answer all the questions they asked me. I obviously knew the right answers to all the usual questions and to the security questions I had given when I registered for online banking. But they went further and asked about half a dozen multiple choice questions based on information on one of my credit reference agency files, and I was quizzed about the purpose of my intended payment. I was put on hold several times during the call. I don't know what they did during that time but it could have been some checks with the receiving bank. Eventually, they cleared the block on the transaction and my online access, and I had to re-confirm the third transaction online before it went as it should have done an hour earlier.....

Unless OP's case was some sort of insider job, I find it very hard to believe that Halifax would have allowed a series of £1,000 payments in a very short space of time and to the same account without their automatic risk controls kicking in long before the 30th attempt.

Anyway, the OP doesn't seem to be out of pocket, and nobody apart from a small number of people in Halifax will probably ever know what really happened.

In terms of making the payments, each banks fraud system has a limit that constantly changes, even employees don't know it, but this limit is for how much each payment can be without getting delayed or blocked by fraud. If someone took an educated guess they could certainly shift some money without being stopped. But even so, shouldn't be 30k!

N1AK

Archi_Bald wrote: »

it would make little sense to confirm a change of address to an old address, wouldn't it? In fact, it would probably be a breach of the DPA.

For someone making a big fuss about things not adding up in the original post (including some that you've clearly just misunderstood) you're pretty partially to making up stuff yourself!

It is quite common to send confirmation of change of address letters to the prior address. There is no DPA breach and it is pretty obvious why this is a useful thing to do to protect against third parties trying to change addresses fraudulently.

ChiefGrasscutter

chrisjdw wrote: »

Log complaint with Halifax, take what talk talk offered.
(snipped)
The person who took the money would've done it via online banking and if they had a card and pin sent then that's what happened they would've logged in using the card reader and sent the money that way

Please stop talking rubbish
The Halifax does not use card readers or the card pin to log in to online banking.

Edit:
For your information you need the user ID, the password and some random digits from a memorable word to login.
To authorise new payee from within the online banking requires you to respond to additiional automated telephone authorisation procedure to one of your pre registered phone numbers once you have entered up the payee details...