Help Needed with RBS Fraud

missile

I have found that even the threat of the ombudsman has been enough to get the desired result. However, I do agree with Primrose and it may help others to publicise the shoddy treatment you have received from RBOS.

yorkie1980

Hi there Primrose and Missile. Yes, I read the Guardian's Money expert and thought he may be worth contacting.
Thanks for the advice. I think I'll start with the letter. If nothing's resolved within deadline, I'll contact one of the experts in the Money Supplements.
Many Thanks, yorkie1980

missile

I wish you success, please let us know how you get on.

yorkie1980

I will do - letter's on its way to PO now to send recorded delivery
thanks again

Iamthesmartestmanalive

1) Who obtained access to my RBS bank account and security details? And why haven’t RBS done anything to solve fraudulent activity on a customers account?
2) Savings Account [AC: 1xxxxxxx] was closed. This was done without my authorisation, knowledge or request. I was only informed of this when told by RBS employee Emma Gunner on the 20th August 2007. Which member of RBS staff closed this account and why wasn’t I consulted or notified at the time?
3) The account is in default status, meaning my credit report is being severely damaged by this. This must be corrected by Royal Bank of Scotland.
4) The latest letter shows that I have incurred over £500 worth of charges since the fraudulent activity took place. This must be corrected by Royal Bank of Scotland.
5) Why did RBS in York resolve this whole case with CMS (as I was informed 20/08/07) and why wasn’t I consulted or informed? Which member of RBS staff took this decision and implemented it?


Failure to resolve this case to my satisfaction by Monday 7th January 2008 will result in me referring this to the Financial Ombudsman Service on the 8th January 2008. Furthermore, I shall also be filing a complaint with the Information Commissioner about the false information you have placed on my credit report.

Please be aware that any complaint to the Financial Ombudsman and Information Commissioner will be accompanied by a full costing of my time and effort in chasing Royal Bank of Scotland to resolve this case.

I have sent a copy of this letter to the Customer Relations Manager [Recorded Delivery], Fiona Hassall, York Branch Manager [by hand], and Christopher Pinnion & Co Solicitors [by post] - whom you have assigned to collect this ‘debt’ on your behalf.


1) RBS are a bank not the police, they can disclose what security was passed but the rest they cant as its not their responsibility.

a few questions, did this person have your card? did they have ID? how did they know your details?

2)A bank can act within the terms, they wont name individual staffmembers who are doing their job just because you ask unless its relevent, here it is not

3) it will only be corrected if they agree your not liable

4)Again they will if they dont hold you liable otherwise your looking at a court case against the "illegal" charges

5) again irrelevent, who makes the decision etc is irrelevent

my gut is your missing something, additioanlly I think you've been held liable as opposed to them just ignoring your complaint

The questions to resolve this can be solved in a few questions

What did they use ? (card, statement , oral details)
What Id were they asked/presented?
What is the outcome of the police investigation?

yorkie1980

Thanks for the reply.
1) The banks answer to the incident was that somebody went into the bank and using my "account number" and "Mothers Maiden name" to withdraw £500. They then returned an hour later and withdrew £40 using the same method. They couldn't withdraw anymore as there were no more funds available.
This person did not have my card, unless it was cloned without my knowledge but RBS have never told me this was the case.
ID it would seem was just my mothers maiden name - a little worrying that such a large sum could be drawn in a different city [Bradford, I live in York] to where I live just using my mothers maiden name!!
How did they know my details? This is precisely what I want to know and I expect RBS/Police to find out!

2) Fair point. RBS inform me that Fraud cases will be dealt with swiftly and with urgency. 3 years without resolve, hours of my time, and absolutely no resolve whatsoever, is not quick in my personal opinion. So this is my attempt to get some accountability from RBS.

If I've been held liable, would I not have had a letter or words to that effect from RBS by now? This is, after all, almost three years since it happened.

Ok, to answer the three questions you ask:

1) Based on what RBS have told me thus far - oral details
2) Mothers Maiden Name
3) I have no idea. I was told to leave it with the bank, who would contact me. I still have Crime Ref no and Unique Ref no - should I follow this up with the police?

Unfortunately, throoughout this whole case, I have trusted RBS staff [Branch staff, Call Centre Staff, and written correspondence] and taken their advice. This advice has always been words to the effect of - sit tight, we're dealing with it.

Thanks for your advice anyway, I hope the above info gives you a little more insight, and maybe you could advise further? Much appreciated
Yorkie1980

missile

I would go to the Police, but I don't expect you will get very far with them. It seems they are no longer interested in Bank Fraud cases - too busy investigating donations to the labour party I guess?

You may want to speak to your house insurer, they may cover financial loss and or provide free legal assistance

missile

However, I would wait a week to give RBOS a chance to respond to your letter.

I feel sure you will get a letter / call from your branch manager very soon. Head office do not like complaints and I expect they will have told him to sort it out pronto! This could be a black mark for his annual appraisal

yorkie1980

Cheers missile, I hand-delivered a copy of the letter to the bank manager last night as they were closing. The Branch Manager has my work and personal mobile numbers as well as my office telephone and email address, so no excuse really for not getting back to me.
Fortunately, throughout the entire case I have requested that all conversations are logged on their "Customer Events" so they can't deny contact/conversations/visits/requests for callbacks.

I must admit, I'm a little bit worried by Iamthesmartestmanalive's post above, as he/she seems to think I'm being held liable. Oh well, we'll have to wait and see what happens.

I changed the deadline on my letter to 11th December (14 days) so hope to have a response by then - will keep you posted

Thanks again for support/advice

yorkie1980

ps missile - interesting tip about house insurer...I'll consider that.....