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Plum Bank. Fraudulent bank withdrawal, bank will not reimburse.

5 Posts

Good morning, newbie here after some advise and reassurance please. I have a savings account with Plum, had it for about 4 years and helps me to budget. It’s set up so that any money that I withdraw goes to my nominated bank account and has worked well for me, until recently. I woke up the other morning to notifications of withdrawals from my
Plum account, when I logged in, all of my money had gone. I contacted Plum immediately and eventually they advised that the money had been withdrawn to my Plum card and subsequently out at an ATM, I don’t have a Plum card. Long story short and after a few days of Plum investigating they confirmed a card was applied for and a verification text was sent to my mobile phone, only the number they sent it to wasn’t mine, the card was also sent out to an address that wasn’t mine. The funds were withdrawn in Chiswick and Acton, I live in the Midlands. Plum claim I was negligent as the card was visible on my account on the 27th of March and I logged in on the 28th to transfer some funds and therefore I should have spotted it, they won’t therefore refund my money. However, it was the 27th I transferred the money, not the 28th, all entirely provable, and even if it was the 28th, surely they’ve already admitted liability by sending the card to a different address? I should also add there is no secondary verification, such as a letter or app notification of such a card so I absolutely had no idea. I cannot afford to lose £2000, it was money for my bills and I’m devastated. I have submitted a complaint and will then progress to the ombudsman if the complaint isn’t upheld but just wondered if anyone else had experienced anything similar? Thank you in advance x
Plum account, when I logged in, all of my money had gone. I contacted Plum immediately and eventually they advised that the money had been withdrawn to my Plum card and subsequently out at an ATM, I don’t have a Plum card. Long story short and after a few days of Plum investigating they confirmed a card was applied for and a verification text was sent to my mobile phone, only the number they sent it to wasn’t mine, the card was also sent out to an address that wasn’t mine. The funds were withdrawn in Chiswick and Acton, I live in the Midlands. Plum claim I was negligent as the card was visible on my account on the 27th of March and I logged in on the 28th to transfer some funds and therefore I should have spotted it, they won’t therefore refund my money. However, it was the 27th I transferred the money, not the 28th, all entirely provable, and even if it was the 28th, surely they’ve already admitted liability by sending the card to a different address? I should also add there is no secondary verification, such as a letter or app notification of such a card so I absolutely had no idea. I cannot afford to lose £2000, it was money for my bills and I’m devastated. I have submitted a complaint and will then progress to the ombudsman if the complaint isn’t upheld but just wondered if anyone else had experienced anything similar? Thank you in advance x
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Replies
Don't wonder about that. Too many variables and you'll give yourself nightmares. Just focus on your case.
Assuming you've not been grossly negligent or breached terms (eg sharing log in details), things should be fine.
The bank was negligent here. I'm with Nationwide and would not be allowed to withdraw £2k at an ATM or even via my own account unless I'd applied and received verification so I think that Plum need to smarten up their act.
I have to also say that I complained to the Ombudsman online last year and there wasn't a very long wait for them to sort things out for me. If you have to complain to them, then you have to. But hopefully the bank will see that their negligence has led them to accuse you of negligence. It's not your fault, you trusted them and they've let you down.
My savings account is growing slowly each month and I'd be heartbroken if someone stole everything that's in it.
Wishing you all the best and hoping that the bank come to its collective senses.
- how and when the card was applied for, what security checks were applied then
- how the address was changed, or why the card was sent to a different address to yours
- how the phone number was changed, or why the verification text was sent to a different number to yours
I'd think those should be the primary control measures, not whether you noticed something because of a separate coincidental transaction. Unless they're saying the subsequent log in releases a level of security on the card activation, which would be madness..
@saajan_12 I agree, lots of unanswered questions, most of which their not keen to divulge unless there is a police investigation apparently!
Again, thank you all for taking the time to reply and offering some reassurance x
*I’m not a representative of the financial ombudsman service, or any financial provider/service. This is all just based on prior reading of decisions on the database, but circumstances vary so YMMV. If you wish to DYOR: https://www.financial-ombudsman.org.uk/decisions-case-studies/ombudsman-decisions*
N.B. (Amended from Forum Rules): You must investigate, and check several times, before you make any decisions or take any action based on any information you glean from any of my content, as nothing I post is financial advice, rather it is personal opinion and is solely for discussion purposes. I research before my posts, and I never intend to share anything that is misleading, misinforming, or out of date, but don't rely on everything you read. Some of the information changes quickly, is my own opinion or may be incorrect. Verify anything you read before acting on it to protect yourself because you are responsible for any action you consequently make... DYOR, YMMV etc.