Help Needed with RBS Fraud

RabbitMad

good luck and keep us posted

Iamthesmartestmanalive

yorkie1980 wrote: »

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

Based on what you have posted they have no grounds to hold you liable

I would write to the heads of 1 ) RBOS Fraud Department 2) RBOS Complaints noting a copy has been sent to the ombudsman stating you did not use it, you protected your card details and personal details and involved the police.

State that you have no idea how someone got your details and you wish to know why you are being held liable and the reasons behind it.

Demand an answer within the time frames or you will involve the ombudsman on a formal basis citing that despite 3 years of follow up RBOS have never issued a formal final response

IF RBos do refuse to go forward demand a final resolution letter from their complaints top tier department stating your liability and why and then prepare to go forward

My gut is RBOS will back down if your giving us the whole story.

Id also chase up the police to see if they prosecuted anyone etc

missile

yorkie1980 wrote: »

Cheers missile, I hand-delivered a copy of the letter to the bank manager

Don't waste time with the branch manager. Why speak to the monkey, when he is clearly stringing you along ?

send the letter to >

Customer Relations Manager
The Royal Bank of Scotland
Freepost
PO Box 1727
Edinburgh
EH12 9JN

flossy_splodge

Hey yorkie 1980. I have printed out this entire thread and will go into my own branch of RBOS (where I have banked for a number of years) tomorrow and give it to the manager. I will explain that unless on this forum we see from you that you have had a resolution, an adequate apology and a big fat dose of humble pie I will have no other choice but to close my account. We the consumers need to start joining together to assist each other so the power balance is not so very one sided. I hope others will consider doing the same. Another branch contacting their Head Office and complaining they too are getting the fall out from this might be the kick up the *** this obviously requires. I am appalled. I have never experienced service like this from RBOS and hope never to do so but their response will show me whether I've been lucky or you've been unlucky in who you've dealt with. See you back here tomorrow night. Good Luck, although you shouldn't need it. :eek:

yorkie1980

missile wrote: »

Don't waste time with the branch manager. Why speak to the monkey, when he is clearly stringing you along ?

send the letter to >

Customer Relations Manager
The Royal Bank of Scotland
Freepost
PO Box 1727
Edinburgh
EH12 9JN

Thanks Missile, yes I did that too, recorded delivery as suggested earlier. But I also hand-delivered a copy to the Branch Manager and posted a copy to the solicitor - hopefully covering all bases

yorkie1980

flossy_splodge wrote: »

Hey yorkie 1980. I have printed out this entire thread and will go into my own branch of RBOS (where I have banked for a number of years) tomorrow and give it to the manager............... See you back here tomorrow night. Good Luck, although you shouldn't need it. :eek:

Thanks flossy_splodge, nice ot know I have some support. Happy to forward you the detailed timeline of the three years if you like - it's only three pages :rolleyes:

missile

yorkie1980 wrote: »

Thanks Missile, yes I did that too, recorded delivery as suggested earlier. But I also hand-delivered a copy to the Branch Manager and posted a copy to the solicitor - hopefully covering all bases

Good for you:T I guess you will be anxiously awaiting the postman's next visit:beer:

May I suggest you avoid discussing on the phone or in person. All communications in writing, as you will need that for the ombudsman.

yorkie1980

missile wrote: »

May I suggest you avoid discussing on the phone or in person. All communications in writing, as you will need that for the ombudsman.

Yes I'm learning that as I go along. I've had 90% of communications via phone so far. I've logged the conversations in writing, but I guess it's my word against there's if it was to go to court.

The facts, which they can't mask or deny, are that:
I haven't ever received an update or notification as to how the case is progressing;
I've never received a final letter saying they're no longer investigating or the case is closed;
They have never confirmed that it was (or wasn't) fraudulent transactions.

I'm feeling more empowered by the day, with the support of you guys, so I'm feeling ready to fight them if needs be!

I'll keep you posted...yorkie1980

missile

Been there done that. It is easy for verbal communication to be misinterpreted and if our job depends on it, even the most honest of us may be tempted "I don't remember this or that"

yorkie1980

Absolutely, couldn't agree more.
Well, a helpful member of staff at York Branch (yes they do exist! Competent, no: Helpful, yes) showed me the customer events screen, which had a long list of entries. I didn't manage to see the actual content of these entries, but could see that they corresponded with the dates I've recorded in my timeline.
I do just think I've been misadvised by a combination of uninterested and unqualified staff.