Starling refusing to recover money after fraud from stolen phone

rishavshah

same thing happened on my revolut account and the same response was given by revolut. what can i do to prove against this?

k3lvc

rishavshah said:

same thing happened on my revolut account and the same response was given by revolut. what can i do to prove against this?

On the same phone at the same time ? or a separate incident ?

You seem adamant that this couldn't have been an internal job i.e. someone you know - yet the evidence is suggesting otherwise

easy

"They managed to create a new payee and send money using faster payments - i still have the payees details on my phone "

So you have got the phone back then  ??? 
I smell a rat ...

Olinda99

well whatever the ins and outs, all credit to Starling for receiving your claim, getting all the evidence together including details of other accounts affected and sim blocking proof, investigating and then giving you a decision all within a week. 

Puts other bank's fraud departments to shame......

rishavshah

easy said:

"They managed to create a new payee and send money using faster payments - i still have the payees details on my phone "

So you have got the phone back then  ??? 
I smell a rat ...

no i got a new phone through insurance. The payees are stored on the app which is obviously redownloaded on my new phone

zagfles

Can you unlock the phone with your fingerprint, and access the app and set up new payees with just your fingerprint too?

If so, what happened in the club? Did you eg get drunk and fall asleep, or maybe someone spiked your drink then sat next to you as if they were your mate, stole your phone, and held your finger against it to unlock the phone and to access the app? Probably quite easy to do without anyone noticing in the dark of a nightclub.

sheramber

rishavshah said:

easy said:

"They managed to create a new payee and send money using faster payments - i still have the payees details on my phone "

So you have got the phone back then  ??? 
I smell a rat ...

no i got a new phone through insurance. The payees are stored on the app which is obviously redownloaded on my new phone

that was very quick for the insurance to act.

Ergates

rishavshah said:

yeah thats what I dont understand. They managed to create a new payee and send money using faster payments - i still have the payees details on my phone. My password is completely secure and has not been shared with anyone 

Hence the reluctance of both banks to refund the money.  The chances of some random night-club pickpocket knowing both your phone security code (assuming you had one set up) AND *both* your online banking passwords are vanishingly small.    The chances of someone with the skillset and the tools to bypass both the phone and banking app security and using said skillset and tools to commit petty theft is also vanishingly small (we're talking GCHQ level skills here)

From the bank's perspective one of two options is, *by far*, more likely.

1)  Negligence on your part.  You accidentally (or deliberately) divulged your security details to some other party who then used it to take the money
2) You did the transfers yourself.

I'm not suggesting either is the case, but can you not see why the bank might believe so?

400ixl

zagfles said:

Can you unlock the phone with your fingerprint, and access the app and set up new payees with just your fingerprint too?

If so, what happened in the club? Did you eg get drunk and fall asleep, or maybe someone spiked your drink then sat next to you as if they were your mate, stole your phone, and held your finger against it to unlock the phone and to access the app? Probably quite easy to do without anyone noticing in the dark of a nightclub.

Not with Starling, you can unlock the app with a fingerprint and you can pay an existing payee, but to create a new one it also needs the password as well.

Now if the password was in a password manager which was unlocked with biometrics then maybe, but stretching things.

Something certainly doesn't add up and not being disclosed which is the real reason Starling are not playing ball.

overspender22

Did you have the password (that is required on the starling app to create a new payee) saved on your phones notes app or contacts list?