Cash withdrawn from my account in branch by thief!

Mrcsmrs

I’ll try to keep this short but basically last Wednesday very late night I noticed a cash withdrawal on my Nationwide banking app for £77. It didn’t say ATM Link like all my cash machine withdrawals would and I haven’t been in branch to take out any cash. Cash was withdrawn on Monday but that’s all I could see in the app. 

Called them Thursday morning to find out that the cash had been taken in branch over the counter in the town I moved away from over 3 years ago. The advisor said they had my card and quoted the last three digits of the card number. Not possible since my card was in my purse and I now live over 170 miles away. Apparently the transaction took place at 10.40am, when I was sat at my desk at home online working. Definitely nowhere near said town. 

My card has never left my possession, I’ve never given anyone details of it and I only ever use Applepay or cash machines. There was several thousand pounds in there at the time of the withdrawal and apparently all it took was to present the false card and sign a slip! Then Nationwide gave my money to this thief. Even more confusing is the fact that I barely use this account, and never use the physical card. I’m also a bit of a hermit and don’t go grocery shopping or to shopping centres. The card was a new one issued in February and I haven’t been in the town I used to live in for well over a year. It makes no sense, I asked if they had accidentally sent me a new card to my old address and was told categorically no, but how has this happened? Why is it so easy? 

Worse still from my point of view is that Nationwide are now saying they want another ten working days to investigate before they make a decision on the outcome, assuming that’s whether they’ll give me my money back or not! What can I do about this? I’m in shock that they’ve done this and aren’t resolving it instantly. Obviously I’m glad it wasn’t more but surely that should have raised eyebrows? How do I ensure I get my money back? 

Thank you. 

la531983

All you can do in the meantime is let them investigate within the 10 days, and see what the outcome is first.

Mrcsmrs

la531983 said:

All you can do in the meantime is let them investigate within the 10 days, and see what the outcome is first.

So I can’t complain or do anything to rush this investigation? They already said they had located the signed slip and can check it against my signature to see it’s not me, plus getting cctv footage. What else could they be investigating and why hold my refund up whilst they do so? I don’t mean to be rude, but this isn’t like a card payment went out fraudulently, their staff handed my money over to a stranger without my consent. 

la531983

What can you complain about at the moment? If it says it takes 10 days to investigate, thats all you can hold them to for now. By all means complain if it goes over 10 days.

DE_612183

odd that it's in a town where you used to live - is there any chance there is an old card of yours in that town somehow?

Mrcsmrs

They originally said 48 hours and then I got a text to say 10 working days. Hardly seems fair that their staff make the mistake and I’m left out of pocket. Wouldn’t it annoy you? 

la531983

It would but then I appreciate its a massive bank, with layers of bureaucracy, and things take time. I wouldnt be complaining as all that does it gest peoples backs up and they may be inclined to drag it out to the 10 days.

The reason for the delay could be anything, could be simply the person who served that day has a weeks annual leave and isnt back for another week. 

Mrcsmrs

DE_612183 said:

odd that it's in a town where you used to live - is there any chance there is an old card of yours in that town somehow?

I certainly didn’t leave anything, but this card wasn’t issued until February this year and they had a card with the number matching the one I have here, which has never been anywhere near there. That’s why I asked if they’d sent a duplicate but told definitely not. 

DE_612183

Could be your card has been copied - there was a scam of this a while back using a dodgy garage in our area.

You should possibly tell the police as well - they may well have other cases that can be linked.

Brie

When we were burgled a few years back the thief took my wallet and used my card at a couple of small shops.  Didn't have the pin so managed to buy something by signing rather than pin.  The bank said it had to be me (at 2 in the morning, I don't think so) and after about 2 weeks sent me "proof" that it was my signature.  It wasn't and the person hadn't even signed my name (think signing Charles rather than Charlotte).  It was eventually resolved in my favour with a nice bit of compensation for the error but it did take about 6 weeks in the end.  So don't be afraid of telling them they got it wrong even if they say they didn't.

Mrcsmrs

DE_612183 said:

Could be your card has been copied - there was a scam of this a while back using a dodgy garage in our area.

You should possibly tell the police as well - they may well have other cases that can be linked.

Can they get card details for cloning from Apple Pay? I tapped the card to pay for parking at a hospital mid April, but that’s the only transaction it’s ever physically done. Can it be cloned from that? Hospital wasn’t in the area I used to live either though. It’s just all very strange. It’s not my main account and is only very rarely used.