Question about odd email from RBS regarding debt

bjorn_scotland

Hello all,

First time posting here, but have been lurking for awhile. I was motivated to do so due to an odd email my wife recently received. It purported to come from RBS, with the from email address of: DebtManagementOperations@services.rbs.co.uk. The header of the email they sent did give the last part of the postcode of a previous address she lived at about 10 years ago. The email read as follows (personal information redacted):

--- start of email ---
We want to ensure you recognise genuine emails from us. For security, your card account ends in xxxx.

We’ve noticed that a payment has not been made to your credit card. Please check your account to make sure that you catch up on any missed payments.

What you need to do

Please make a payment of £5.00 to your account.

You can make a payment through your usual payment method, or via one of the following options:

online banking

visiting rbs.co.uk/PayByCard

You will need your account details to hand in order to make a payment.

Please note this overdue amount does not include this month’s minimum payment, so check your statement to avoid further charges.
--- end of email ---

She has never had a credit card with RBS, nor one ending in the last 4 numbers they gave. She did have a Mint card at one time at that address (which I believe was purchased by RBS?), but paid it off years ago (about 8 or more years ago). I was going to send a prove it letter, but was concerned this could be a sign of identity theft (unlikely due to the low amount demanded) or perhaps some residual charge that due to interest had slowly increased to £5. But why would the credit card number not match one she ever had?

I would be glad for any advice the forum regulars could give on this issue? Unfortunately, RBS doesn't provide an email address to send a prove it letter, and the email she received has the standard wording that replies to it will not be seen. A number was included, but when she called it, it asked her to type in her account code. As she doesn't have one (as the number for the card isn't hers) she just hung on the line and it disconnected.

Regards,
Bjorn

[Deleted User]

Contact them through a method specified on their website to see if it's genuine.

Card numbers are not always the same as account numbers, which may explain why she doesn't recognise it, if it's genuine.

sourcrates

There is an awful lot of spam/fraudulent emails been sent out just now, unless you get something in writing, i would just ignore it to be honest.

If a debt exists, they must write to you, so best to wait.

The email address you quoted sounds dodgy to me, genuine emails from RBS would be from collections, not debt management, I think what you have received is spam.

SMCG

Sorry just to double check. You nor wife have an account at the Royal Bank (or Nat West Bank)

You got an email asking to make payment to the bank? Is that right?

Just delete it for goodness sake.

tempus_fugit

As above, check with the bank directly on a known number, not via anything in the email. I would also check credit files to see if there are any cards showing on there that aren't recognised.

Also, the fact that they are asking for a payment of £5 doesn't necessarily mean that is the whole debt, it could be a minimum payment on a larger debt. The credit files should show if there is anything unusual, say a card having been taken out fraudulently in your wife's name.

boo_star

sourcrates wrote: »

There is an awful lot of spam/fraudulent emails been sent out just now, unless you get something in writing, i would just ignore it to be honest.

If a debt exists, they must write to you, so best to wait.

The email address you quoted sounds dodgy to me, genuine emails from RBS would be from collections, not debt management, I think what you have received is spam.

This is bad advice (in my opinion.)

Just contact them on a known genuine number and ask if the email is genuine. Ignoring it risks them taking further action that may or not be easy to unravel.

PRAISETHESUN

It does sound a bit dodgy IMO. As above, contact them on a known good phone number to verify the account and its status. I'd also recommend checking your credit files from all 3 CRAs in case there are forgotten/fraudulent accounts in your name, or any recent credit searches that might suggest something dodgy is going on.

bjorn_scotland

Thanks for the advice everyone! We called RBS on a known good number, and after a few transfers found that the email was from then, and that my wife's old credit card hadn't been cancelled. Apparently when she paid it off a small amount was somehow still owed on it and eventually grew to just over £5. The card number shifted at some point. Paid off the debt and then cancelled the card for good. So in this case the email was legitimate.

bjorn_scotland

Oh, and it was indeed the Mint card.

[Deleted User]

The amount owing was probably trailing interest from the previous month.

Does the card/account show on her credit files?