VICTIM OF FRAUD BANK IS NOT HELPING

Sab6007

** Much needed advice and help please **

I have been a victim of fraud, so this is how it's started apologies in advance as it's long winded.


On the 27th Feb 11:33 I received an unexpected email from a natwast branch about about a zoom meeting scheduled with me to discuss my money options, responded back to the advisor straight away that I didn't book this appointment therfore unsure why this has been booked in, didn't get an immediate response so I called up natwest customer service for more info on this appointment they were unsure therfore they cancelled the appointment, @ 13:14 I got a response back from the advisor that he is unsure why this was booked in.

Left it as that and thought nothing of it.

Same day, around 3pm I log in to my online banking and see various transactions in my bank accounts or cash being withdrawn at 6 different branches on the 27th Feb all within 30 mins apart.

Immediately called up natwest to raise this as fraud, advisor advised me on the bank cards that I have we crossed checked the bank cards, and for an account they issued a second card which was posted to me on the 13feb I didn't receive and was only aware of this card on my phone call to them. All transactions were used using the second card which I did  not receive or know about, natwest are unsure why this card was issued they have no record how this card was requested. If I requested this second card via the app it would have cancelled out the card that I have with me so it's a complete mystery.

28th Feb I get a call from natwest they don't see this as fraud as my pin was used, I tell them but I'm im in London at work and this was all done up in North. Scammer managed to visit 6 different banks withdrawing money from the counter, small amounts were withdrawn, some were under £1000 some where over £2000 and under £4000 all in rhe space of a few hours, visited 5 different banks to withdraw money 20 mins apart all over the counter.

On natwest website it clearly states you need secondary ID to withdraw over £1000 so how have they managed to let someone withdraw over 12k in a day 20 mins apart without asking for any ID? Didn't alarm bells ring with all these transactions, the account that they used is only set up with direct debits and I physically can't remember last time I withdraw any money from that aaccount. 

Going back to that initial email that I received from the branch is the first place where the scammer withdrawn money from.

Bank isn't helping me at all it's my life savings any advice will be much appreciated 

wiseonesomeofthetime

I must admit, my first thought was why are you keeping your life savings in a current account which was only set up for direct debits 🤔

That said, people do, so ok.

Based on the content of your post I would stick with badgering NatWest.

All branches have clear CCTV which will show the person, or persons, accessing your account. It is NatWest too who will know how ID was proven within each branch.

Persevere. 

Sab6007

I have 8 accounts with natwest, all the accounts have money in, I was told by matwest the fraudster was making internal transfer using the machines inside the branches. 

They managed to withdraw money from accounts that don't even have cards, I.e help to buy isa accounts.

I always use my credit cards for purchases as I get cashback. 

Natwest are not even willing to look at cctc cameras. Their response is 'we aren't insured as they have your pin' if I certainly didn't give my pin and withdrawing from branches 20 mins apart from various branches which is completely out the norm does that not ring any alarm bells? They go no it doesn't 


I am at my wits ends no sleep nothing cleaned me out completely, what is the point of living without anything 

AmityNeon

You need to raise an official complaint.

If NatWest themselves have no record of how or why the additional card was requested, that is a severe failure in security. They cannot claim the withdrawals were not fraudulent if they cannot prove the card's existence itself was not fraudulent. They cannot even explain how or why a video appointment was scheduled. These are major red flags they must address via your complaint.

Is your address correct? Is NatWest merely assuming the card and its PIN were sent to your address, or do they have records to prove it? Even if they did, it doesn't absolve them of their other failings. You did not request another card, and they have no record of you requesting another card, so they cannot be allowed to weasel their way of this.

If their final response to your complaint is unacceptable, you can escalate your case via the Financial Ombudsman Service, ensuring to include full details of your financial loss so commensurate compensation can be paid.

Sab6007

My address is correct I even double checked with royal mail if any redirection was set up without my knowledge and nothing.

From my phone call this morning with natwest, it came to light that the fraudsters tried calling natwest yday on 2 separate occasions and failed the security questions which was asked and they immediately dropped the call, one occasion was whilst I was on to natwest speaking to them 

I have made another complaint to natwest have been told to wait 15 days. 

diystarter7

Hi OP

The pin, was this a different pin on the new card?

Have you set up, demanded a face-to-face meeting as IMO this makes it easier for all sides to take in.

IMO, the bank has a point re your pin and people do share pins, often between husband/wife kids. This practice is never recommended but people do, so I see where the bank is coming from. I see your point as well as you are clear that you have never shared your pin or written it down where others could work out its a pin. Therefore, demand a meeting with their fraud rep and take your evidence and tell them to get the cops involved.

At the same time contact the ombudsman

I'm a bit confused - why did the fraudsters go to the bank, NW bank? Why not use the money machine that are everywhere? Sorry if I have missed that point if already made.

Good luck

KittenChops

NatWest current account debit cards are in the process of being changed from Visa to MasterCard (think that's the right way round), so could that explain the unexpected new card being sent out?

Sab6007

What's an IMO meeting? I didn't know I could do a face to face meeting with them.

I asked if a new pin was sent for this card they said they will investigate so far they can't see nothing.

If I was to ask for a new card myself it has to be done via the app, and on rhe app I can only get a new card if my current card is lost or stolen which will cancel out the card that I use. So in essence I have x2 cards active at the same time that's what they are saying. The card that I have with me is all in date and not due to expire until a few years so there is no reason whatsoever for a second card.

I have absolutely never shared my pin with anyone not even my wife, same way I don't even know her bank pin.

Police said to speak to action fraud so had it reported with them and that will take time.


With cash machines you can withdraw only a certain amount daily so that's probably why they went in branch 

grumbler

What's "a second card"?

Very few banks issue a second card for a current account, and I don't think Natwest is among them. If it was a replacement card, normally it comes with the same PIN, i.e. a new PIN isn't posted unless you request it specifically.

Sab6007

So I already have the new Mastercard debit so no reason as to why they need to send me a second card.

So ydays conversation with natwest I was told you can have several bank cards to 1 account and today I was told you can only have 1 card linked to an account unless you have a joint account, I don't have a joint account 

diystarter7

Hi OP

IMO/in my opinion
You can always demand a face-to-face meeting and until you do this you dont know, personally, I'd demand one as things are often easier to put across/etc

Well done re action fraud

thanks re why you felt they went into the bank as I think its the same with our bank/Barclays
Therefore, it is a blessing if you can call it that as cctv inside and outside will pick up the crook/s and ensure its not you or anyone you know

So, give them a call and say politely you'd like a face-to-face meeting as you find it difficult because.... via phone/etc - I would do that - they can say no or yes, hopefully.

IMO, you need a nominated person from Nat West to help you along this very stressful path.

Do also initiate a complaint to the ombusdman

It will take time but as you have nothing to hide, I'm pretty cetain the outcome will be the right one.

Good luck