Fraud: money taken from my bank account

AndyPix

^^ That is shocking.
If you deal with them again, ensure to log the exact time of the call and the name of the person you speak to each time.
They will refund this, but its not fair you should have to go through all the associated myther

Occasional_flyer wrote: »

In short why should I remain a Barclays customer, and instead close all my accounts and take my money elsewhere ?

Why indeed !!?? I would be gone in a heartbeat once i had my refund


Welcome to MSE by the way

pennypincher2013

Thank you all for your help.
I have run Avira and Malwarebytes an both have found nothing.
I first discovered the fraud when I saw on my bank statement two transactions to BPay. The first took £30 and the second transaction took hundreds, leaving me with £20 in my account. Was the first transaction a test run?
I have never heard of BPAY so having a look online I found it wasn't Barclays contactless payment (they are called bPay) but I assume are BPay the electronic bill payment system in Australia which enables payments to be made through a financial institution's online, mobile or telephone banking facility to organisations which are registered BPAY billers. If this is the BPay in question, I have no idea how this works.
I have once clicked on a bad link in an email, using my laptop. It was last year, my friend's facebook account was hacked. I had a message through my email account which really did look like it was from her.
Through the PC which was used my all the family, I know for sure certain family members have clicked on bad links through their email. That PC is no longer with us.
I have a new card and pin. I am going to shut down the email account and use a new one for my direct debits and online purchases.

castle96

I have run Malwarebytes and it downloads OK, then scans (153 errors !), but it will not 'fix/clean' when I click on that. Am I doing something wrong. It gives me the option to delete/select those items that I do not want to delete. I assume ? I should get rid of all, (but cannot).

psychic_teabag

pennypincher2013 wrote: »

Through the PC which was used my all the family, I know for sure certain family members have clicked on bad links through their email. That PC is no longer with us.
I have a new card and pin. I am going to shut down the email account and use a new one for my direct debits and online purchases.

I have no idea if it actually helps, but I use a different browser profile when doing banking and online purchases from the profile for general browsing. (In firefox, launch with -P to bring up profile selector.) The theory is that this will at least prevent any browser extensions that have added themselves to day-to-day profile from running in the "safe" profile, though wouldn't help with any other malware or virus operating at the system level.

With increasing effort, you can of course increase the separation
- different browsers rather than just different profile (eg firefox and chrome)
- different login accounts
- run a virtual OS on top of the usual one
- dual-boot into a different OS
- an entirely separate computer dedicated to secure stuff

zaax

I hear that fraudesters have found away in to the banking systems that the banks don't understand, so it might not be the customers fault. One of the banks concerned is Santander,

RumRat

bPay is Barclays attempt to oust Apple and Android pay etc (thats how much they are up their own backsides).....However, AFAIK you have to purchase either a wristband, a key fob or a sticker (to stick to phone, or anything you might use to pay contactless, or you can use the Bpay app.
You don't need to be a barclays customer to set up Bpay.
The first £30 will have been a contactless payment (£30 Max). Not sure how it would allow more than the contactless payments....
BPAY australia is a different organisation, as you say, and if you can confirm it was them at fault you may be able to email them and get it sorted. They are some sort of bill paying service as far as I can tell.
That said, your bank should be sorting this......Move as soon as it's sorted...

AndyPix

castle96 wrote: »

I have run Malwarebytes and it downloads OK, then scans (153 errors !), but it will not 'fix/clean' when I click on that. Am I doing something wrong. It gives me the option to delete/select those items that I do not want to delete. I assume ? I should get rid of all, (but cannot).

Sometimes you have to sit and wait once you have told it to quarrentine.
It looks like its doing nothing for a while.


Have you given it chance ?

DCFC79

Occasional_flyer wrote: »

I have been a customer of Barclays Bank for over 50 years. Both my son and daughter joined them when reaching the age when they in turn needed banking services. My daughter has now had a very worrying experience with this outfit. To cut a long story short, about a month ago she had her account hacked, and something over £1500 was cleared out of her current account, together with a further £500 from a savings account. She reported that fraud immediately, and met with a stone wall on beaurocrats from the bank. They did, however agree to change all the security questions etc associated with the account while investigation proceeded.
Forms were sent, which she completed and returned by post.
IT HAS NOW HAPPENED AGAIN !, once more just after she has been paid. After over FOUR HOURS on the phone which got her nowhere she went to a local branch of Barclays, to discover that they have NO RECORD OF THE FORMS BEING RECEIVED, and if that wasn't enough, NO CHANGE OF SECURITY DETAILS HAD BEEN MADE! This is quite possibly the reason that the fraudsters have been able to strike again. Oh , and the Police ? A total waste of space, she was given a 'crime' number and they went back to their doughnuts !!
Perhaps someone from Barclays is reading this sorry tale. If so, they may like to reassure me that this is an isolated case and that the way it has been handled is unusual, but my brief search on Google shows that it is far from the case, and that they appear to be the worst of all the banks.

In short why should I remain a Barclays customer, and instead close all my accounts and take my money elsewhere ?

Might be lucky for someone from Barclays to see this. You would be better off writing to them.

Did you take measures when it first happened eg do a scan on the pc used ?

Uxb

If the bank account was genuinely hacked then the hacker knows all the login ID numbers, passwords and memorable information.
How was the money withdrawn?
If a new payee was set up then additionally the hacker has access to the 2nd factor that Barclays use when setting up new payees. don't they use some sort of dongle thingy?

That's a lot of data.

So to repeat an often-heard mantra on the current account board - I''d be looking very closely at those people close to the daughter who may have access to or have acquired that sort of level of information about her and her banking and also access to her Chip and pin bank card.