Natwest debit card fraud

gasman786

Hello. Was hoping if i could get some advice on debit card fraud.

I logged onto my natwest current account today and found a transaction I did not make to a Taxi firm for £25.00 on the 24th October. I have never used this or any other taxi firm. In fact ive not used a taxi in the past 15 years. Anyway I contacted Natwest to dispute this and their fraud team says the transaction was made with my card and with the pin number being entered. However I have never made this and have my card with me all the time. Neither have i ever given anyone else my card. They are saying they cannot help me as i must have made the transaction due to card and pin being used! They gad the cheek to say "well explain how it was made then"! My card has clearly been skimmed and recreated and my pin must have been obtained by recording me somehow. I always take precautions but they have somehow managed to get the pin. I managed to get the address of the transaction and its a house only 5 mins away from me.

Can someone please advise what i can now do? My card has been cancelled.

Thanks in advance.

I am fuming as i know i have not made this and have basically been robbed for £25.

eco_warrior

Hi


If the transaction really is "chip and pin" then it cannot be from a cloned card. Skimming a card and making a copy wouldn't allow for a chip and pin transaction to occur, only magnetic strip and pin/signature.


You do seem really sure that you haven't used a Taxi firm and its not as though you are claiming fraud on an everyday transaction that you also could have made, like in a supermarket.


So unless you genuinely are mistaken, or someone has else has used your card, I think there is a chance that:


1) Its not a taxi firm but something else
2) The NatWest are wrong in how the transaction was processed and it is fraud.


If it were me I'd challenge them on it.

Terry_Towelling

Have you made any transaction for £25 on that purchase date with a different retailer which hasn't been processed yet? Some businessmen have multiple operations and sometimes use the card facilities from one of their businesses to clear transactions for other ones. They shouldn't do this but it has been known to happen.

The fact that you seemingly found out about a taxi ride connected with this transaction would appear to rule that possibility out - assuming the taxi firm has been truthful with you. By the way, how did you find out about the address 'down the road'? Did you call the taxi firm and were they able to locate the pick-up/drop-off based on the amount and the date alone?

As suggested by others, it wasn't skimming because you can only skim a mag stripe and a mag stripe transaction wouldn't be cleared with a PIN even if it went online as a Fallback transaction. Besides, the issuer wouldn't be expecting to receive a PIN for online verification in Fallback and I can't envisage a UK POS device asking for PIN entry with magstripe capture.

There is also a transaction counter in the CHIP. Although this is stored within the CHIP it is likely that the counter will form part of an authorisation and/or clearing message. The fraud guys at Natwest might be able to interrogate data to see whether that particular data element is correct given your denial that your card was used.

Tigsteroonie

Have you used your own card on that day (24th) or since?

I'm just wondering (if you haven't) whether your card was already cancelled and the "5 mins down the road neighbour" are somehow in possession of a replacement card & PIN issued on your account.

TrickyDicky101

If you are certain the transaction isn't yours then:

Official complaint to NatWest (ring their helpline and make it clear you wish to complain>Request their final decision (they have 8 weeks) and make it clear you will be referring them to the Financial Ombudsman (FOS) if they refuse to refund you>Refer to FOS if necessary.

For £25 NatWest will auto-cave and refund. Banks don't like being referred to the FOS. It is not in their interests for that to happen for the sake of £25.

eco_warrior

I wouldn’t necessarily agree trickydicky101

Sometimes it’s good to get to the truth of the matter rather than complain for the sake of it

TrickyDicky101

eco_warrior wrote: »

I wouldn’t necessarily agree trickydicky101

Sometimes it’s good to get to the truth of the matter rather than complain for the sake of it

OP is down £25. My post is all about how the OP can get that £25 back. Nowhere did I say OP shouldn't try and find out why it happened.

eco_warrior

To be fair I think your suggestion would prob work.

Terry_Towelling

It would definitely be best to get to the bottom of this one. If a transaction has been made with CHIP and PIN when the card has allegedly not been out of the cardholder's possession suggests something is going on that could easily happen again if not unravelled.

I accept the card has been cancelled, but if it happened with one card it can easily happen with its replacement.