Bank account fraud - hacked/scamming

And789

Dear Team,
I’m hoping you are able to offer me with some assistance. I was scammed by telephone, they pretended to be the fraud team from my bank & as a result my account was hacked when the sum of £1600.00 was stolen. I reported it immediately to my local police as well as the action fraud team.  However, my online bank ‘U Account’ led by Shelby Finance have been investigating it for a week now & have advised me today that they may not be able to recover/reimburse me these funds. I have had restrictions in place on my account for the past week so that no other activity is possible but please please are you able to help me with the recovery of this stolen money. Many thanks 🙏 

jon81uk

I'm guessing they didn't actually hack your account and you either willingly gave them your details or made a bank transfer?
The bank isn't liable if you gave the information or made a transfer without checking properly who you are transferring it to. Its unlikely the police will trace who was at the other end of the phone. 

Its a well known scam.
Help - bank scam — MoneySavingExpert Forum
Fraud — MoneySavingExpert Forum
Bank fraud: couple lose £43,000 but can't get a refund | Banks and building societies | The Guardian

Sandtree

Did they hack into your account to move the money or did they tell you to move the money into a "safe account" which you then did online whilst they were talking to you?  The unfortunate matter is either you have shared details that the bank instruct you not to do or you have voluntarily moved the money. If they cannot stop the transaction then their decision is if you or they should be the victim 

You may want to have a look at the FOS and how they review cases like this: Fraud and scams (financial-ombudsman.org.uk)... there are cases where the FOS have ruled in favour of the customer but unfortunately these tend to be when they feel the banks processes were lacking (the example in the link is someone who transferred £100,000 under a scam and the ombudsman felt it was too out of character and the bank should have done more checks)

mgfvvc

jon81uk said:

I'm guessing they didn't actually hack your account and you either willingly gave them your details or made a bank transfer?
The bank isn't liable if you gave the information or made a transfer without checking properly who you are transferring it to. Its unlikely the police will trace who was at the other end of the phone.

This known as "push payment fraud" and most banks are signed up to a scheme to reimburse victims.

pbartlett

Have U Account by Shelby Finance signed up to this?

To the OP: ask your bank to reimburse and if they say 'no' then raise a formal complaint with them - this will get the case looked at by the complaints team. It may take several weeks.

This thread would be better in the Budgeting and Bank accounts section though - you will get more help there.