Has any one written a Complaint to Natwest (RBS) CEO Ross McEwan

Workingmum1990

There is no way to know what a PIN is other than seeing it written or being entered or being spoken, or by a keylogger on a PIN entry device. What you do online is irrelevant as the PIN is never used there.

I am referring to NatWest Online banking PIN.

I very much doubt if the CEO has done any more than glance at your letter, if he's seen it at all. The CEO of a major bank has many things to keep them busy, all of them more important to the running of the bank than a single retail customer's complaint. In my 14 years working in banking I never even saw any of the CEOs during that time, let alone had any dealings with them (although I did miss a visit from Fred the Shred as I was out of the office that day).

Ah, so you are saying that I am wasting my time?

Archi_Bald

Workingmum1990 wrote: »

Ah, so you are saying that I am wasting my time?

Nobody said that, and you already got confirmation from Natwest that someone is looking into your complaint.

chambta

If the in-branch withdrawals were made without a card there would be a voucher signed by the person at the counter.

Ask for those to be retrieved and ask them to compare the signature to that of any mandate held by the Bank.

Westie983

Workingmum1990 wrote: »

The bank has CCTV and when we asked for footage the bank refused on the grounds that I it wouldn’t prove anything as I could have given the person permission access my account which is really frustrating.

The banks wont give out CCTV recordings to anyone but the police but it does sound strange that they said it wouldnt prove anything as the only way you can transact over the counter is with a pin, but the cashier must do visual checks to check that its the account holder using the account, and if its done without the card then there would be a signature check....

even if someone has been given permission to access the account verbally you still need to be present at the counter do do the withdrawal.

The only way is a POA or 3rd party access has been arranged then either named person can transact and its not unauthorised...

Have you signed a 3rd party access form? if not then I would get the police to obtain the CCTV recordings.

sheramber

I did get the letter confirming my details and I have since destroyed it. I couldn’t think of anyone who would do this.

How did you destroy it?

Did you leave it lying around before you destroyed it?

chambta

Your customer number alone should be useless. It's printed on letters generated for new account holders if they register for online banking as part of the process.

Unless written down by the account holder there wouldn't be any written record of the security number or password, both or which would needed to access the account online.

There have been cases of account takeover fraud when the internet banking passwords has been completely reset online but that would require far more personal information and likely beyond any 'casual' fraudster.

agrinnall

Workingmum1990 wrote: »

I am referring to NatWest Online banking PIN.

If this is the PIN you are referring to throughout then it's of no use when withdrawing money over the counter, which requires the use of your card PIN. And even in online banking the online PIN is no use by itself, it also requires the customer number (which as chambta says is discoverable) but also your password, which should be known only to you.

To be honest I'm finding your story inconsistent and hard to understand, and from what you've said I'm not that surprised that your complaint has been rejected. I'd be reasonably confident that NatWest believe that this has been done by somebody known to you, and I'm not sure how you're going to prove to the contrary.

Workingmum1990

Thanks all for your advice. I will let you know in a few days what they say.

jimjames

Archi_Bald wrote: »

I would think it is very unlikely any CEO will see any consumer complaint addressed to them, and even more unlikely to do anything about such complaints themselves. Their mail box will be monitored by an assistant who will pass things to whoever is the right person in the Executive team. The assistant may or may not be sending an acknowledgement but the actual work will be done by someone who is appropriately qualified and authorised. They will be involving other people (lawyers, fraud specialists etc) as appropriate.

Just to add that in my experience and depending on the industry the CEO will see a proportion of complaints sent to them if only to get an idea of what customers have issues with. They won't deal with replies but often want to get a feel for business issues.

Until we hear what the response is, any speculation is pretty irrelevant.

bengal-stripe

Workingmum1990 wrote: »

......was able to get their hands on the Debit Card and PIN. Over the next 2 weeks, the fraudster emptied my account through daily withdrawals totalling £12,000.

Most debit cards have a daily ATM withdrawal limit of £250 or £300 per day.

How was your fraudster able to withdraw £12,000 in just two weeks?