Bank Account Scammed

sockpuppet

The_Fat_Controller said:

Is it a mainstream phone purchased from a reputable retailer and did it come in a sealed box and require setting up from scratch ?

Apps do not just suddenly appear on a phone out of thin air, did you check for anything odd during set up ?

Where exactly was the phone when the transactions took place ?

Yes, Yes and Yes 

I couldn’t see anything ‘odd’ but I never knew this app existed 

I am not aware of downloading any apps outside of Google play - however maybe I have done something from a scam text or my Google account (android) - but not that I am aware of. 

I’m not really tech savvy and not had a new phone for about 5 years, so it’s taken some time to get my head around it

it was on a chest of drawers in the bedroom - I was still in bed when these transactions took place - plugged in to charge 

(The phone that is, not me)

Chris_English

Does anyone else in your household or at work have access to your phone?

sockpuppet

Chris_English said:

Does anyone else in your household or at work have access to your phone?

No - even my wife doesn’t know my details for my phone or my bank. And I don’t know hers 
Nobody at work has access & its password and fingerprint protected 

cx6

ok from what you have said (you use internet banking on the phone and not the app) then teamviewer could have watched your password and memorable info inputs and got access to your banking that way

going forward, use banking apps on your phone as that is what they are there for. Teamviewer etc cannot penetrate them. 

sockpuppet

cx6 said:

ok from what you have said (you use internet banking on the phone and not the app) then teamviewer could have watched your password and memorable info inputs and got access to your banking that way

going forward, use banking apps on your phone as that is what they are there for. Teamviewer etc cannot penetrate them. 

Definitely, though my wife thinks I was using the banking app - I’ll have to double check now 

though regardless I think Halifax is being negligent with customers accounts given the risks identified with these scans and just relying on a pin to authorise (which has also been identified as weak and open to fraud)

So many banks now stopped payments to crypto accounts

cx6

if you are in the position that you don't even know if you use the halifax banking app then i would sit down and get all these facts straight before contacting halifax again !

sockpuppet

cx6 said:

if you are in the position that you don't even know if you use the halifax banking app then i would sit down and get all these facts straight before contacting halifax again !

Well I’m sure Halifax know already 
I can’t look as my phone is staying switched off til with IT tomorrow- unfortunately my heads all over the place in the last few days and I’m now doubting my own memory… 

(Given that it could be 4 weeks until Halifax contact me to raise a formal complaint - their customer service leaves a lot to be desired and the next job will be closing my account with them anyway!) 

born_again

sockpuppet said:

cx6 said:

if you are in the position that you don't even know if you use the halifax banking app then i would sit down and get all these facts straight before contacting halifax again !

Well I’m sure Halifax know already 
I can’t look as my phone is staying switched off til with IT tomorrow- unfortunately my heads all over the place in the last few days and I’m now doubting my own memory… 

(Given that it could be 4 weeks until Halifax contact me to raise a formal complaint - their customer service leaves a lot to be desired and the next job will be closing my account with them anyway!) 

No they raised a complaint when you mentioned you wanted to complain. They have up to 8 weeks to resolve it, or you can go to FOS.
There is no waiting to raise a complaint...

sockpuppet

born_again said:

sockpuppet said:

cx6 said:

if you are in the position that you don't even know if you use the halifax banking app then i would sit down and get all these facts straight before contacting halifax again !

Well I’m sure Halifax know already 
I can’t look as my phone is staying switched off til with IT tomorrow- unfortunately my heads all over the place in the last few days and I’m now doubting my own memory… 

(Given that it could be 4 weeks until Halifax contact me to raise a formal complaint - their customer service leaves a lot to be desired and the next job will be closing my account with them anyway!) 

No they raised a complaint when you mentioned you wanted to complain. They have up to 8 weeks to resolve it, or you can go to FOS.
There is no waiting to raise a complaint...

We haven’t raised the formal complaint yet. We reported it to fraud who looked and said no claim as done via account  

then they raised a ticket as we said we weren’t happy so when they pick that up I will raise the complaint (as the police have been in contact with them also) then they have 8 weeks to do an actual Investigation- as opposed to just looking at the account and seeing an overview. 

Then we can go to the ombudsman if not happy 

we can’t get.the transcript of the fraud call til that point either 
that’s what they said yesterday 

sockpuppet

My main question in the OP was more towards the formal complaint / ombudsman complaint - it’s apparent that it has happened via an account takeover (how still not fully established though looks like via remote access) it is fraud if money has gone missing.
Quite often the customer isn’t even involved - as in my case. 

I’d trusted the bank to hold my money safely and took all precautions- fingerprint, PIN, not disclosing details etc etc 
if I’d been with one of many other banks the transaction would have been stopped as to a crypto currency platform/account 
This isn’t made clear in their ‘online banking guarantee’ and has been confirmed a high risk - though Halifax haven’t added any higher level security to these high risk transactions??
they still use SMS code (to the device) which is known to be weak in terms of security. 

Many fraudsters now using crypto in their scams as quick for funds to disappear - making it higher risk than normal - hence many  banks taking the advice and stopping these transfers - crypto scams are also known to be more likely remote access, account takeover. 

I have no complaint Ref no or had any confirmation of a formal complaint as yet but don’t know what I need to look for/ask them - they said they sent ‘a text’ but it’s not on my phone… if the account transferred to was a fake one with my name on, would they still have done a pre check CoP? for example 

I am hoping somebody knows banking procedures better than I do - or has experience of fraud (RA, ATO etc) 
it seems if I was tricked and actually allowed access/did a transfer I’m more covered than if I am the unknowing victim of fraud ???