Dad has been hacked

[Deleted User]

I don't think that the title is helpful.

The chances of the account being 'hacked' are very low. It's far more likely that your parents or their device have been hacked as it will almost certainly require their (unwitting) involvement if it's more than a few hundred pounds.

Do they have another way to pay - either another account or credit card?

bluelad1927

I may have missed this. Do you actually know if they have been scammed or could it possibly be a scammer contacting them. Have the seen the money out of their account

penners324

R200 said:

Yea I suppose the bank will try to wriggle out of paying but it has to be worth persisting. We keep our money in the bank so that it is secure - if it gets stolen it has to be their fault, not the customer, unless there has been gross negligence. Some companies have a policy of refusing everybody on the first application. My cousin was an insurance assessor and told me his first task was to ring the people and tell them their claim had been disallowed, regardless! He said that weeded out around 30% of people; after that he then would assess the other 70%. My son found out his car insurance company had a policy of refusing all claims until the fourth application, after which they said yes! Persistence is, regrettably, crucial.

Banks aren't insurance companies and abide by the banking regulations and the banking code of conduct 

Devongardener

Until you know how the money was taken from your parents account it’s impossible to know where the fault lies.   

Was it cash withdrawals, online payments or bank transfers?   In all of those cases their debit cards or online banking access could have been accessed by a third party.
If it was bank transfers, most banks have several checks during the process to ensure the transaction is safe, some require a one time pass code to a mobile phone. Only when you know exactly what happened can you know whether the bank was at fault or not.

R200

Sometimes you never find out how they did it.

many times someone notices something suspicious on their statements and report it, it’s hard to always find out how the fraudsters did it

R200

Devongardener said:

Until you know how the money was taken from your parents account it’s impossible to know where the fault lies.   

Was it cash withdrawals, online payments or bank transfers?   In all of those cases their debit cards or online banking access could have been accessed by a third party.
If it was bank transfers, most banks have several checks during the process to ensure the transaction is safe, some require a one time pass code to a mobile phone. Only when you know exactly what happened can you know whether the bank was at fault or not.

It appears to be several withdrawals or purchases which were going to continue to drain the account but eventually the bank blocked the account due to suspicious activity. I wish they did that earlier why did it take them so long?

eskbanker

eskbanker said:
what type of transactions were involved (e.g. faster payment transfers, debit card purchases, etc)?

Devongardener said:

Was it cash withdrawals, online payments or bank transfers?

R200 said:
It appears to be several withdrawals or purchases...

Not sure if you felt that you were answering the question, but it remains: what specific transaction types were involved, as this detail helps to get to the bottom of what happened?

MEM62

R200 said:

Yea I suppose the bank will try to wriggle out of paying but it has to be worth persisting. 

Nope.  Banking is a regulated industry and they will follow the established protocols. There is no deviation or wriggling. 

R200 said:

We keep our money in the bank so that it is secure - if it gets stolen it has to be their fault, not the customer, unless there has been gross negligence. 

That is a wild assumption.  I most cases the customer will have been fooled into parting with logon or security information or persuaded to transfer the money. 

R200 said:

Some companies have a policy of refusing everybody on the first application. 

That statement does not hold water either.  

R200 said:

My cousin was an insurance assessor and told me his first task was to ring the people and tell them their claim had been disallowed, regardless! He said that weeded out around 30% of people; after that he then would assess the other 70%.

Again, insurance is a regulated industry.  Such a claim is sheer fantasy and there will be no truth in it.  

R200 said:

My son found out his car insurance company had a policy of refusing all claims until the fourth application, after which they said yes! Persistence is, regrettably, crucial.

We have arrived in fantasy land again. 

Give the bank an opportunity to investigate the circumstances of the loss. Once they have looked at it you will have a better idea of what has gone on and where your parents stand.  Your wild theories as to how these things work will not help.      
     
 

sheramber

R200 said:

Yea I suppose the bank will try to wriggle out of paying but it has to be worth persisting. We keep our money in the bank so that it is secure - if it gets stolen it has to be their fault, not the customer, unless there has been gross negligence. Some companies have a policy of refusing everybody on the first application. My cousin was an insurance assessor and told me his first task was to ring the people and tell them their claim had been disallowed, regardless! He said that weeded out around 30% of people; after that he then would assess the other 70%. My son found out his car insurance company had a policy of refusing all claims until the fourth application, after which they said yes! Persistence is, regrettably, crucial.

I have had two expensive insurance claims on my car insurance and both claims were dealt with promptly with no refusal of claim as you suggest.

I have claimed on pet insurance and again no  problem with the claim being accepted and paid out.

brucefan_2

R200 said:

Mum and Dad's bank account has been hacked. First they heard was coop notifying them they'd locked the account due to suspicious activity.

Looks like their login details are compromised and there is £1700 gone in a few transactions.

I would have gone down tonight, but I want to speak to the fraud dept with dad and that shut at 6. So I'll go down tomorrow and we'll reset all his passwords etc and ring coop.

Anyone been through this? Surely that money is insured if they didn't willingly send it themselves?

They told dad it's unlikely they'll recover it. They can't just ignore it can they?

From The Co-Op website:

Report fraud on your account

Contact us immediately if you think you've been the victim of fraud or notice anything unusual on your account.

Current account customers

Call us on 03457 212 212 or +44 3457 212 212 from outside the UK. Lines are open 24 hours a day, 7 days a week. Call charges