Nationwide B.Soc - online account fraud - poor response

SueLowe65

On 16 April - while still in possession of my bank card - I noticed a suspicious transaction on my account, which I immediately reported!  They advised I should cut up my card and delete the app from my phone and they would send me a new card.  A week and £423 worth of fraudulent transactions later, they finally sent me a new card but despite a further phone call, when I went through all the other transactions in detail, they have only refunded £160.  I've just called them again and lodged a formal complaint.  I guess I don't understand why it took them so long to stop the transactions, which were all made in the same area, and, in one case, at the same place 7 times on different dates.

poppy12345

You've posted in the disability section of the forum. You would be better posting in the bank accounts section here. https://forums.moneysavingexpert.com/categories/budgeting-bank-accounts

MSE_ForumTeam5

We've moved this thread to the Banking board.

born_again

A bank can't stop transactions that have already been approved. Some just take a while to debit. Also will depend on how the transactions were made. 

Not sure why they said to delete APP on phone if these are card payments? 

penners324

Why delete the app? Bizarre suggestion.

Freezing the card in the app is the better option.

eskbanker

OP doesn't actually specify that the fraudulent transactions were card payments as such, although the fact that Nationwide advised cutting up the card would obviously point that way - however, the thread title refers to 'online account fraud', which may just mean card purchases that happened to be transacted online, but could maybe signify something else?

If OP returns, she can hopefully clarify more detail about the distinction between the refunded and unrefunded transactions....

born_again

Always frustrating when someone posts. Yet never comes back on such a important matter...
Last Active

2 May at 9:06AM

Bigwheels1111

 I love the way the banks say cut the card up.
That way they can say you did it.
If you keep the card it can prove if it was you because the chip stores when and where it was used.

born_again

Bigwheels1111 said:

 I love the way the banks say cut the card up.
That way they can say you did it.
If you keep the card it can prove if it was you because the chip stores when and where it was used.

That is the advice so no one uses it.
The bank can see when the chip was used on their systems.

Nice theory that the chips stores where & when the card was used 🤣