Major APP fraud - Barclays refusing to reimburse

brutal_deluxe

Hi all.
This is a very long story but I really need some advice so I'll keep it as short as I can.
I wanted to shift a huge amount of money to a savings account so found a legitimate looking provider right at the top of a Google search. Interest rates not suspiciously high at all.
Man claiming to be from Prudential calls me.
I parted with a huge sum of money but began to have minor doubts afterwards.
When making the transfer, Barclays called me for security, only really asking if I was sure about the recipient. Of course I was as far as I was concerned. I even googled the company and didn't find any bad reported etc.
Prudential denied knowing about this offer.
Rang Barclays fraud immediately, action fraud etc.
Barclays froze the account within an hour as the recipient was also Barclays.
They investigated for a whole month, not asking me for any evidence.
I kept calling for updates and although they wouldn't tell me anything they keeps assuring me I'd get at least most of it back if not all.
Got a generic letter yesterday refusing to reimburse anything at all.
I'm absolutely beside myself. Does anyone know about the CRM and what happens next? Financial ombudsman? Solicitor??

eskbanker

brutal_deluxe said:

When making the transfer, Barclays called me for security, only really asking if I was sure about the recipient.

Presumably they are citing this as the reason they won't refund you, as they'll have done all they reasonably could to assist and protect you, and you've thereby waived any right to claim against them?

brutal_deluxe

eskbanker said:

brutal_deluxe said:

When making the transfer, Barclays called me for security, only really asking if I was sure about the recipient.

Presumably they are citing this as the reason they won't refund you, as they'll have done all they reasonably could to assist and protect you, and you've thereby waived any right to claim against them?

Possibly but the Contingent Reimbursement Model only says this is possible if evidence of gross negligence. They also have to inform the customer of relevant scams. They did not. Their refusal letter was a generic template and wasn't even signed

Thrugelmir

Sounds as if the money has gone. Probably wasn't in the other account for long before being transferred on (and on). 

eskbanker

brutal_deluxe said:

eskbanker said:

brutal_deluxe said:

When making the transfer, Barclays called me for security, only really asking if I was sure about the recipient.

Presumably they are citing this as the reason they won't refund you, as they'll have done all they reasonably could to assist and protect you, and you've thereby waived any right to claim against them?

Possibly but the Contingent Reimbursement Model only says this is possible if evidence of gross negligence. They also have to inform the customer of relevant scams. They did not. Their refusal letter was a generic template and wasn't even signed

Aren't they relying on their security call with you as an Effective Warning under SF1(2), which, if you chose to ignore it and proceed anyway, gives them the right to refuse to refund under R2(1)(a)?

dunstonh

brutal_deluxe said:

eskbanker said:

brutal_deluxe said:

When making the transfer, Barclays called me for security, only really asking if I was sure about the recipient.

Presumably they are citing this as the reason they won't refund you, as they'll have done all they reasonably could to assist and protect you, and you've thereby waived any right to claim against them?

Possibly but the Contingent Reimbursement Model only says this is possible if evidence of gross negligence. They also have to inform the customer of relevant scams. They did not. Their refusal letter was a generic template and wasn't even signed

Most letters are templated with a handful of free text areas.  That doesnt have anything to do with the outcome. 

bowlhead99

brutal_deluxe said:

eskbanker said:

brutal_deluxe said:

When making the transfer, Barclays called me for security, only really asking if I was sure about the recipient.

Presumably they are citing this as the reason they won't refund you, as they'll have done all they reasonably could to assist and protect you, and you've thereby waived any right to claim against them?

Possibly but the Contingent Reimbursement Model only says this is possible if evidence of gross negligence. They also have to inform the customer of relevant scams. They did not. Their refusal letter was a generic template and wasn't even signed

As a customer caught up in one of these types of scams, you can expect to get reimbursed if you were not to blame for the success of a scam.

In this case, the bank called you and asked if you definitely wanted the money to go to that recipient, and you said you did. Prudential say the product doesn't exist, but you asked them about it after you sent the money to the bogus account , instead of before you did it. This sounds like it's more your fault than Barclays's.

SFindlay

brutal_deluxe said:

Hi all.
This is a very long story but I really need some advice so I'll keep it as short as I can.
I wanted to shift a huge amount of money to a savings account so found a legitimate looking provider right at the top of a Google search. Interest rates not suspiciously high at all.
Man claiming to be from Prudential calls me.
I parted with a huge sum of money but began to have minor doubts afterwards.
When making the transfer, Barclays called me for security, only really asking if I was sure about the recipient. Of course I was as far as I was concerned. I even googled the company and didn't find any bad reported etc.
Prudential denied knowing about this offer.
Rang Barclays fraud immediately, action fraud etc.
Barclays froze the account within an hour as the recipient was also Barclays.
They investigated for a whole month, not asking me for any evidence.
I kept calling for updates and although they wouldn't tell me anything they keeps assuring me I'd get at least most of it back if not all.
Got a generic letter yesterday refusing to reimburse anything at all.
I'm absolutely beside myself. Does anyone know about the CRM and what happens next? Financial ombudsman? Solicitor??

You've answered everything yourself if you read your post!! 

Google search - first mistake and second thinking further google search on company made it ok! 

Man claiming to be from Prudential.phoned - second mistake accepting a cold call as being genuine!! You say yourself had doubts so why not phone real Prudential BEFORE transfer like you did after it all went wrong??

Started to have minor doubts - next mistake - if got doubts why proceed?

Barclays phoned me for security - basically to check you were 100% happy to proceed and you've told them you were, they can't do much more other than ignore you're instructions!!! You even say they asked you if you were sure a out the recipient and you told them yes and instructed them to continue with the transfer!! 
They investigated for a month without asking for evidence- what evidence?? Evidence that Barclays failed to contact you to ensure you wanted to proceed?? Other than that what evidence could you provide to show Barclays were at fault and get the money back from them?? 

Bottom line is YOU are at fault not Barclays, the whole story stinks and you even admit to having suspicions it wasnt genuine so why proceed??  To be honest as a Barclays customer I'm glad to hear they don't just pay out on every alledged Fraud claim as let's face it it's the rest of us customers who would be paying in the long run because people haven't taken more care!!  
 

colsten

brutal_deluxe said:

Hi all.
This is a very long story but I really need some advice so I'll keep it as short as I can.
I wanted to shift a huge amount of money to a savings account so found a legitimate looking provider right at the top of a Google search. Interest rates not suspiciously high at all.
Man claiming to be from Prudential calls me.
I parted with a huge sum of money but began to have minor doubts afterwards.
When making the transfer, Barclays called me for security, only really asking if I was sure about the recipient. Of course I was as far as I was concerned. I even googled the company and didn't find any bad reported etc.
Prudential denied knowing about this offer.
Rang Barclays fraud immediately, action fraud etc.
Barclays froze the account within an hour as the recipient was also Barclays.
They investigated for a whole month, not asking me for any evidence.
I kept calling for updates and although they wouldn't tell me anything they keeps assuring me I'd get at least most of it back if not all.
Got a generic letter yesterday refusing to reimburse anything at all.
I'm absolutely beside myself. Does anyone know about the CRM and what happens next? Financial ombudsman? Solicitor??

What sort of savings account did you want to transfer your money to, and what is the reason you didn't do it yourself / ask Barclays to send the money for you? 

bowlhead99

SFindlay said:

To be honest as a Barclays customer I'm glad to hear they don't just pay out on every alledged Fraud claim as let's face it it's the rest of us customers who would be paying in the long run because people haven't taken more care!!  

Yes I felt the same about PPI. I'm with Lloyds, who just bent over and paid everyone who pretended they didn't know they had PPI or decided that with hindsight they didn't want it. That led to billions paid out to people who didn't take personal responsibility for their own actions, ultimately meaning that the bank had to charge more for services, offer less in interest, employ fewer staff, reduce dividends to its shareholders, or all of the above. 

While I can sympathise with someone who was conned, it wasn't the bank that conned them and in fact the bank followed a standard process to double check that the customer really did want them to move money from the customer's account to that specific beneficiary's account. So if the bank just pay out on this kind of stuff without resisting it, banking services get more expensive or lower quality for all the other customers.

Swipe

How much of a huge amount are we talking?