Bank of Scotland poor

scotslad

Tried to transfer £5k to my new nationwide account. The app blocked it straight away saying they didnt think it was me. I had to call the fraud team. I had to wait nearly 80
mins to get an answer then was given the third degree. Some of the questions were really intrusive. They even asked me if i was lying to them. 

What reason would I have to lie about transfering my money to another account in my name at nationwide.

Am now going to close everything i have with BOS and move the lot.

credit card, current account , house insurance the lot

Shocking way to handle things by BOS

Anyone else had this issue

mab3000

scotslad said:

What reason would I have to lie about transfering my money to another account in my name at nationwide.

For lots of different reasons to do with fraud and scams. A common scam is where a fraudster contacts someone saying that their bank is under investigation and that they need to move money to a safe account. They can sometimes get into peoples minds so much they tell the people they are scamming to lie to the bank about the reason for transferring the money. 

scotslad

It takes an average scam 1 hour to empty a bank account. It took BOS 1 hour and 26 mins to even answer the phone.

Am done with that lot

colsten

As annoying as it can be when a bank's fraud prevention system kicks in, your anger should not be directed against the bank but against the fraudsters. Presumably you would have been even angrier if a fraudster had managed to get £5K out of your account and BoS had done nothing to stop them.

You are obviously at liberty to cease all your dealings with BoS, and you should do exactly that if this makes you feel better, but be under no illusion that the same thing couldn't happen at any other bank. 

sheramber

The banks can't win.

Those that a re scammed complain that the bank didn't investigate the transaction and those who are genuine complain when the bank does investigate.

kaMelo

scotslad said:

Tried to transfer £5k to my new nationwide account. The app blocked it straight away saying they didnt think it was me. I had to call the fraud team. I had to wait nearly 80
mins to get an answer then was given the third degree. Some of the questions were really intrusive. They even asked me if i was lying to them. 

What reason would I have to lie about transfering my money to another account in my name at nationwide.

Am now going to close everything i have with BOS and move the lot.

credit card, current account , house insurance the lot

Shocking way to handle things by BOS

Anyone else had this issue

Yes and I would suggest it's only going to get worse for everyone.

Cost to the bank in blocking a transaction, an upset customer and at worst maybe £50-100 goodwill payment if it causes real inconvenience and they make a complaint.
Cost to the bank in allowing transactions, which turn out to be a scam, to go through unchallenged, an upset customer and a potential liability of tens/hundreds of thousands of pounds.


With the ombudsman seemingly hanging everything on the banks since CRM was introduced, it makes more sense for the bank to block far more transactions and then robustly challenge their customers about the payment they want to make.

The ombudsman certainly thinks they should be doing more of it anyway.

Thrugelmir

 scotslad said:

It takes an average scam 1 hour to empty a bank account. It took BOS 1 hour and 26 mins to even answer the phone.

Am done with that lot

Yeah but the bank may find itself liable. I'd prefer to bank with a reputable company than one that bows to customer demands. 

elsien

scotslad said:

It takes an average scam 1 hour to empty a bank account. It took BOS 1 hour and 26 mins to even answer the phone.

Am done with that lot

That’s not an unusual response time with other banks at the moment either. Relative took a call from the bank ref fraud asking him to call back urgently, and it still took him well over an hour to get through. Meanwhile he was still getting texts querying why he hadn’t called them back as requested. 

jimjames

I've got 2 accounts with BOS and regularly transfer amounts between banks with no issues. If it's a new account maybe they haven't seen a pattern yet so you may be best to stay as it's never been a problem for me.

[Deleted User]

colsten said:

As annoying as it can be when a bank's fraud prevention system kicks in, your anger should not be directed against the bank but against the fraudsters. Presumably you would have been even angrier if a fraudster had managed to get £5K out of your account and BoS had done nothing to stop them.

You are obviously at liberty to cease all your dealings with BoS, and you should do exactly that if this makes you feel better, but be under no illusion that the same thing couldn't happen at any other bank. 

His account is simply a ledger balance on the bank's books. 

The fraudsters would have got 5k from BOS not the OP. If he didn't authorise the transaction  then BOS still owe him 5k.

colsten

Deleted User said:

colsten said:

As annoying as it can be when a bank's fraud prevention system kicks in, your anger should not be directed against the bank but against the fraudsters. Presumably you would have been even angrier if a fraudster had managed to get £5K out of your account and BoS had done nothing to stop them.

You are obviously at liberty to cease all your dealings with BoS, and you should do exactly that if this makes you feel better, but be under no illusion that the same thing couldn't happen at any other bank. 

His account is simply a ledger balance on the bank's books. 

The fraudsters would have got 5k from BOS not the OP. If he didn't authorise the transaction  then BOS still owe him 5k.

It is absolutely not a given that any bank will take responsibility for all unauthorised transactions. If it was, it would be a money spinner for fraudsters and their accomplices. If the account holder has been negligent with their login data, for instance, and money gets taken from their account without their authorisation, the account holder will have to shoulder the responsibility.