Santander debit card was stolen for huge money! Help Help Help

s.l_lee

My debit card of Santander was charged for more than £16,000 in 3 days and it's of course not me. The fraudster even changed my contact phone number in bank. Now the bank try to ignore me. It is a really pain. I don't know what to do now. I do appreciate it if anyone could give me a suggestion. The whole case is as follows:

On 4 of Nov, I got a text from Santander saying I odered a new card. Meanwhile I discovered my internet banking can't work. I phoned them immediately and head office said they got computer crash, so it might be wrong text or system issues. I went to the local branch and a gentleman checked nicely, offering me a statement, saying it seems everything is fine. Don't worry. Just relax and wait for your new card and new resetting pin for your online banking. I said actually I didn't order any new card. I don't need it I want to keep my old one. He said no, u can't since your old one has been cancelled. The only thing u can do is to wait for your new card.

Then on 13 of November, I realized it has been a week but nothing comes with me now. I phoned them and they asked me to go to the local branch with my photo ID. I did immediately and was noticed my debit card has been used 4 times on 9th of Nov, 10th of Nov, 11 of Nov with the amount of £300 in Santander cash machine, £9,108 in a wholesale store, £6995.00 in PC worlds and even £2.15 for a costa coffee! The contact number has been changed as well. I became a victim of Fraud! I kept telling them how urgent I need the money. And if they don't ignore me firstly, I can't be a victim. But the customer service guys seem cold and no understanding at all. a person from the Fraud team of Satander said they will lock my card today and do the investigations. I asked how long the investigate can be done and the response is no fixed date. They don't know and they can't tell me at all. They didn't give me any money back as well. Two weeks later, I need to travel abroad for Christmas:A:A No money at all now. What should I do?

I reported the crime to police, made a claim for Santander's ignorance. But how about my money? Please help me if you have similar situation before. Do appreciate it.

Paul_1977

The branch said everything was fine, but your number, online banking details and your bank card had been canceled.:think:

Santander will decide if they will repay your money.

jonesMUFCforever

Did you have £20k in the current account to get 3%?

They will have to explain how somebody changed your mobile/telephone number and presumably your address.

This is why personally I dislike these current accounts offering bigger interest rates than savings accounts.

Hope it gets sorted for you.

chuckley

something went wrong from when you went in branch and they gave you the 'every things fine' answer.

why didn't you/they put a block on the card and start the fraud process then?

grumbler

Paul_1977 wrote: »

Santander will decide if they will repay your money.

I don't think that they have much of a choice here. If what the OP posted was true then Santander will pay. All the stolen money plus a compensation.

s.l_lee

Thanks so much for your reply. I just worried Santander might not give my money back with some excuses. :eek::eek:

s.l_lee

To jonesMUFCforever, yes. That's correct. They offered a high rate for 3%. But it seems that's not safe at all. So personally I will not do it again next time. Thanks for your reply. I hope it can be sort out as well. Regards.

s.l_lee

grumbler wrote: »

I don't think that they have much of a choice here. If what the OP posted was true then Santander will pay. All the stolen money plus a compensation.

It is True, But cctv can only show I have been to the bank and there's no voice record. So if that staff admits his fault. Will he be fired? :( I don't think he will admit lol

s.l_lee

chuckley wrote: »

something went wrong from when you went in branch and they gave you the 'every things fine' answer.

why didn't you/they put a block on the card and start the fraud process then?

To chuckley, Just coz I believed the gentleman's words. He is very friendly. He also mentioned I can't log onto my online banking is due to Santander has tried to call me several times but I didn't answer. Then I think it might be me who thinks too much. :(

s.l_lee

jonesMUFCforever wrote: »

Did you have £20k in the current account to get 3%?

They will have to explain how somebody changed your mobile/telephone number and presumably your address.

This is why personally I dislike these current accounts offering bigger interest rates than savings accounts.

Hope it gets sorted for you.

Thanks so much. I do hope it can be sorted out as soon as possible. But it might take long long time. My friend suggests me to go to the branch and insist on asking a final date otherwise my solicitor will sue you:T:T I am not sure this threatening can work or not but it might worth to try:)

Yorkshire_Pud

s.l_lee wrote: »

Thanks so much. I do hope it can be sorted out as soon as possible. But it might take long long time. My friend suggests me to go to the branch and insist on asking a final date otherwise my solicitor will sue you:T:T I am not sure this threatening can work or not but it might worth to try:)

Maybe ask your solicitor for advice if its a good idea to sue Santander a very rich bank.

If you don't have a solicitor then its not a good idea to make threats you can't back up.

You could make a Complaint?