Appalling service from First Direct after bank fraud

JJSEA

I'm desperately trying to speak to someone at First Direct who can resolve bank fraud.  A significant amount was taken from my accounts 13 days ago.  I have spent approx 20 hours on hold trying to speak to First Direct's Fraud team, who are apparently very busy.  I'm given different (conflicting) information when I speak to an operator. They are are very pleasant, apologetic and acknowledge this is terrible customer service but can do nothing about it.  I'm trying to find someone to contact at First Direct.  Customer Relations are apologetic but can't resolve the issue.  
Grateful for any pointers as to how I sort this out.

davidmcn

Probably one for the bank accounts board rather than here.

Highland76

 If you are a genuine victim of fraud, then I find it very hard to believe that FD (or any other bank) won't refund you provided you have given them all the necessary information. Care to provide more meat on the bones?

WillPS

Sounds like a complaint is in order. Nobody here will be able to get you to personnel at First Direct quicker than First Direct.

Call again, and if you don't get the result you require then politely ask for the matter to be opened as a complaint.

xylophone

https://www1.firstdirect.com/help/security-centre/ways-we-keep-you-safe/fraud-prevention/

If you believe there has been a fraudulent bank transfer or bill payment that you did not authorise please call us on 03 456 100 100 (Lines are open 24/7).

It seems very strange that that customer service cannot help at all.

jonesMUFCforever

Look at the post count.

born_again

What type of fraud?