Nat West say "Device ID" proves I'm a fraudster?

waveyjane

DCFC79 wrote: »

Are you going to send a SAR to Sainsburys or see if you can view the cctv ?

Depending on what they come back with from my initial SAR, I can do that. But obviously if they say the goods were delivered to an address then it's not relevant. Again, depending on what they come back with, I suppose I could also issue SARs for CCTV/other evidence of my son (at school for example), husband (at work) and me in places on the dates in question too.

What a faff though. Talk about guilty until proven innocent!

unforeseen

brewerdave wrote: »

Not strictly relevant but a few years ago now, I had a series of mystery purchases on my card - included annual membership of a sports club, and a course of driving lessons! I reported to NatWest as not my purchases and they were credited back - never got any explanation,but to this day ,I can't believe it was fraud - who in their right mind would pay for driving lessons with a dodgy card??

It's probably the same person that tried to pay off his debt collectors with my card and sent flowers by Interflora. Not hard to trace the offender from the information from those two things. Never heard what happened, just got the money credited back.

gabanker

I had an account with NatWest bank I done nothing wrong with my accounts I used them normal actually for primary use then all of a sudden I get a letter saying they are closing all my accounts with them and I won't be allowed to bank with them again, I find them very funny I feel like they are trying to limit down there customers for some unknown reason it's been happening to so many lately. Let us know how it goes with them though

waveyjane

So after numerous calls, branch visits and letters, NatWest have agreed to pay the money back. This is now reckoned to be almost £1,000 following us identifying two further smaller transactions made on a date where the machine itself was powered off and we were all out (and can prove it).

Exactly why they have decided to refund this is unclear, but a call from customer services today asked lots of questions about whether we had contacted the retailers (which we had, extensively and obtained things like dates and times). They then said they would credit the money back by this evening.

Meanwhile, they appear to have lost our subject access request for the "device ID" on which their case rested (despite it being signed for at their end). We made the request over a month ago but they say they are now "pursuing it". This is perhaps the most baffling part - and why I started this thread.

So - the fat lady has yet to sing! Can NatWest give us the "device ID"? What happens if they made it all up (as I have suspected) and can't? Presumably this is a huge GDPR/legal issue for them at that point?

Weird stuff...!

Blackbeard_of_Perranporth

Thanks for the update OP

waveyjane

(dunno if anyone's following this any more but hey)

NatWest have now written back in reply to my subject access request.

They've listed the details of the transactions we asked for (merchant IDs, times and dates - just basic stuff) - but nothing about the fabled Device ID which we explicitly asked for.

Meanwhile, we have some evidence that the Device ID might be thing, because NatWest have blocked online payments with my card using my PC but I can do them on my mobile. :think:

So what to do now? They have paid the money back, so I could just leave it at that. But on the other hand, they haven't provided me with PII that I have a right to see under GDPR (and this was confirmed to me when I rang the ICO's help line). So there's a matter of principle here.

But I think on balance, they may in fact have the Device ID, but the office that sent me the SAR data don't know who to ask to get it. So they're just incompetent rather than malicious.

So rather than continue to make a fuss, and possibly risk them producing the ID and even asking for their money back, I think I'll let it go. Perhaps this thread will help somebody in similar circumstances.

18cc

I would tend to agree with you and think well done for persisting and getting as far as you have but there is little point in just going on and on

obviously some mistakes were made by the bank but hey nobody is perfect ...

glad it was resolved and thanks for coming back and letting us know

robatwork

I've waited about 13 years to see the OSI 7 layer model discussed on the Banking forum. I may hang up my cat5 cables now.

waveyjane

robatwork wrote: »

I've waited about 13 years to see the OSI 7 layer model discussed on the Banking forum. I may hang up my cat5 cables now.

Not so fast - it's probably the TCP/IP model we are discussing, which isn't about strict hierarchical encapsulation and layering as per OSI.

But I know what you mean. :beer:

colsten

waveyjane wrote: »

So what to do now? They have paid the money back, so I could just leave it at that.

Did they pay you compensation, too? If not, I would ask them to.

I would also take the opportunity to switch my account to somewhere else, for a switching bonus. Check the MSE blog on switch incentives.

PS: Thank you for taking the trouble to post another update. Very few people do that, so we rarely get to hear the end of the story.