Santander phone scam unsatisfactory response

jackdog85

I had a phone call purporting to be from Santander. They knew my name and were able to give accurate details of 10 recent transactions. They said they had detected an attempted fraudulent transaction in Germany. Because they had details of my actual recent transactions, I was convinced at first that it was a genuine call. After several minutes they started asking for details of OTPs coming to my phone, OTPs which appeared to be from Santander, which I know now that the scammers were originating. One requested approval for a large transfer to a Monzo bank account, giving account details and sort code.
I became suspicious, ended the call and reported to Santander, who confirmed the call was not genuine. My card was blocked and a new one reissued within a few days. Nothing was taken from my account.
I have asked Santander several times how the scammers could have obtained details of my transactions from the day of the call and a few days before. Too soon to have been a paper statement going astray. I'm careful with security and wary of unsolicited calls. I also asked them if they had contacted Monzo to identify the holder of the scam account (I realise this would have been closed quickly by the scammers). Surely ID is needed to open an account?
Today Santander told me a) none of this was their fault b) they did know how the scammers got my account details, but would not tell me and c) they would not disclose what they had done, if anything,, about the scammers' Monzo account.
Can anybody explain any of this, and is Santander right not to tell me anything about how this happened and what the outcome of their 'investigation' was?
By the way, they did not uphold my complaint but sent me £75 as a goodwill gesture because of other issues with payments declined for no reason other than 'security'. 

tempus_fugit

The only way I can think that they got the transaction details is if they managed to log into your account, which means they must have got hold of the password and passcode somehow. If this was the case then I can see how Santander would not be taking any of the blame. I think they should be telling you how it happened though,  so that you can tighten up your security on your account, but I guess they must have their reasons for not doing so. 

km1500

they logged into your account, but needed the passcode to set up a new payee.

grumbler

There is 'Activity log' in 'Other services' of online account.

p00hsticks

jackdog85 said:

Today Santander told me a) none of this was their fault b) they did know how the scammers got my account details, but would not tell me and c) they would not disclose what they had done, if anything,, about the scammers' Monzo account.
Can anybody explain any of this, and is Santander right not to tell me anything about how this happened and what the outcome of their 'investigation' was?

Banks aren't going to make any more public than they have to ways that they've found that scammers can use to access accounts. So I don't think that you can expect them to disclose the details to you, even though you were the intended victim.

molerat

This very scenario has been on several of the scammer alert tv programmes.  As mentioned, they had already access to your accounts but needed the 2FA codes to take the scam further, the OTPs would have been from Santander to authorize the transactions they were making on your account.

grumbler

I'm surprised that Santander blocked the card, but didn't insist on changing the password - did they?

Blocking the card makes no sense in this situation.

binao

jackdog85 said:

I had a phone call purporting to be from Santander. They knew my name and were able to give accurate details of 10 recent transactions. They said they had detected an attempted fraudulent transaction in Germany. Because they had details of my actual recent transactions, I was convinced at first that it was a genuine call. After several minutes they started asking for details of OTPs coming to my phone, OTPs which appeared to be from Santander, which I know now that the scammers were originating. One requested approval for a large transfer to a Monzo bank account, giving account details and sort code.
I became suspicious, ended the call and reported to Santander, who confirmed the call was not genuine. My card was blocked and a new one reissued within a few days. Nothing was taken from my account.
I have asked Santander several times how the scammers could have obtained details of my transactions from the day of the call and a few days before. Too soon to have been a paper statement going astray. I'm careful with security and wary of unsolicited calls. I also asked them if they had contacted Monzo to identify the holder of the scam account (I realise this would have been closed quickly by the scammers). Surely ID is needed to open an account?
Today Santander told me a) none of this was their fault b) they did know how the scammers got my account details, but would not tell me and c) they would not disclose what they had done, if anything,, about the scammers' Monzo account.
Can anybody explain any of this, and is Santander right not to tell me anything about how this happened and what the outcome of their 'investigation' was?
By the way, they did not uphold my complaint but sent me £75 as a goodwill gesture because of other issues with payments declined for no reason other than 'security'. 

How  did you know  it was for a large transfer to a Monzo account?

grumbler

IIRC, all the information is in the SMS with the OTP.

binao

grumbler said:

IIRC, all the information is in the SMS with the OTP.

I was hoping for a response from the OP.

Maybe  jack will respond to your 10.07pm post @grumbler

Also once a card is blocked Santander tend to delay reissue until the investigation is completed. 

In this case a  new one was issued within a few days.

Daliah

Here’s a similar story, involving Barclays. The scammers knew transactions from the victim’s bank account.

https://www.digitalspy.com/soaps/coronation-street/a41074860/coronation-street-adam-rickitt-bank-scam-victim/

Adam Rickitt was on ITV’s This Morning just now. He got all his money back but still doesn’t know how the scammers knew details of his bank account.