Cash withdrawn from my account in branch by thief!

Mrcsmrs

Brie said:

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.

Thank you, I definitely won’t be shy about telling them they’re wrong if they try to refuse a refund. Sorry you had to deal with that on top of a break in. I just don’t understand how this could be possible. The thief apparently hasn’t even tried to make any other transactions but I’ve requested the card blocked and a new one issued. Just really odd that it is in my old home town. 

born_again

Mrcsmrs said:

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. 

Complaining can actually slow things down.
As it is dealt with by 2 different teams. So the one dealing with your transaction, will have to stop to talk to complaints team.
Dealing with branches is never as easy as you think. As getting hold of them is not a case of picking up the phone to call them. Even  if you can, they never answer as staff are busy.

Staff have not made a mistake. They have given money to someone who has presented a valid card. So will have followed branch procedures.



Wonder if it is just a case of staff mis keying in details, as £77 is a odd amount.

Mrcsmrs

born_again said:

Mrcsmrs said:

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. 

Complaining can actually slow things down.
As it is dealt with by 2 different teams. So the one dealing with your transaction, will have to stop to talk to complaints team.
Dealing with branches is never as easy as you think. As getting hold of them is not a case of picking up the phone to call them. Even  if you can, they never answer as staff are busy.

Staff have not made a mistake. They have given money to someone who has presented a valid card. So will have followed branch procedures.



Wonder if it is just a case of staff mis keying in details, as £77 is an odd amount.

You say that but when I called the fraud team the advisor called the branch immediately, got through and they found the transaction slip within minutes, so they can deal with things quickly. They also advised that the card was swiped. 

The odd amount was the first thing that struck me, why would anyone want to wait on a Monday morning for an over the counter withdrawal of £77 when they could get £80 in seconds from an ATM? Especially when the account has a lot more than that in there. 

It seems like the bank can do whatever they like and we are just expected to wait with no real explanation, and yet when I’ve wanted to pay someone using my card with them they’ve declined the transaction, allegedly, to protect me. Now they give my money to someone else! 

Middle_of_the_Road

la531983 said:

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. 

First of all, it's not a massive bank, it's a bloated building society, which has chosen to reduce it's workforce in the pursuit of profit, which will affect the standard of customer service.

https://bmmagazine.co.uk/news/nationwide-building-society-announces-third-round-of-job-cuts-amid-restructuring-plan/

If making a very genuine complaint has the effect you suggest, then the above might explain why it would get employee's backs up.

oldernonethewiser

Mrcsmrs said:

born_again said:

Mrcsmrs said:

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. 

Complaining can actually slow things down.
As it is dealt with by 2 different teams. So the one dealing with your transaction, will have to stop to talk to complaints team.
Dealing with branches is never as easy as you think. As getting hold of them is not a case of picking up the phone to call them. Even  if you can, they never answer as staff are busy.

Staff have not made a mistake. They have given money to someone who has presented a valid card. So will have followed branch procedures.



Wonder if it is just a case of staff mis keying in details, as £77 is an odd amount.

You say that but when I called the fraud team the advisor called the branch immediately, got through and they found the transaction slip within minutes, so they can deal with things quickly. They also advised that the card was swiped. 

The odd amount was the first thing that struck me, why would anyone want to wait on a Monday morning for an over the counter withdrawal of £77 when they could get £80 in seconds from an ATM? Especially when the account has a lot more than that in there. 

It seems like the bank can do whatever they like and we are just expected to wait with no real explanation, and yet when I’ve wanted to pay someone using my card with them they’ve declined the transaction, allegedly, to protect me. Now they give my money to someone else! 

If you object to how the bank reacts then once this has been resolved close the account and move the money elsewhere. 

Can only hit them in the pocket.

la531983

Middle_of_the_Road said:

la531983 said:

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. 

First of all, it's not a massive bank, it's a bloated building society, which has chosen to reduce it's workforce in the pursuit of profit, which will affect the standard of customer service.

https://bmmagazine.co.uk/news/nationwide-building-society-announces-third-round-of-job-cuts-amid-restructuring-plan/

If making a very genuine complaint has the effect you suggest, then the above might explain why it would get employee's backs up.

Only speak for myself in my line of work, but if I tell someone I am going to take 10 days to do something, and then they are constantly phoning up, emailing me, to badger me to get it done quicker, its likely to have the opposite effect.

The OP has clearly been told 10 days for a reason, moaning about it isnt going to expedite the process.

Mrcsmrs

Middle_of_the_Road said:

la531983 said:

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. 

First of all, it's not a massive bank, it's a bloated building society, which has chosen to reduce it's workforce in the pursuit of profit, which will affect the standard of customer service.

https://bmmagazine.co.uk/news/nationwide-building-society-announces-third-round-of-job-cuts-amid-restructuring-plan/

If making a very genuine complaint has the effect you suggest, then the above might explain why it would get employee's backs up.

Thank you for that. Shows reductions in customer resolutions so I guess that won’t help. 

I just don’t understand how it was possible for someone who wasn’t me to get my card details in the first place and then use them in the branch this way. Surely that means they aren’t checking enough? 

Someone else mentioned a miss key but I don’t think that’s possible since the branch quoted my card number to the fraud advisor. How did they get my card details when I rarely ever use the physical card? 

Mr.Generous

I would message them about any CCTV and ask them to ensure it's not deleted, otherwise just have to wait the 10 days. The branch used being your old home town will make the bank think it may have been a family member with access to your card.

DE_612183

Mrcsmrs said:

Middle_of_the_Road said:

la531983 said:

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. 

First of all, it's not a massive bank, it's a bloated building society, which has chosen to reduce it's workforce in the pursuit of profit, which will affect the standard of customer service.

https://bmmagazine.co.uk/news/nationwide-building-society-announces-third-round-of-job-cuts-amid-restructuring-plan/

If making a very genuine complaint has the effect you suggest, then the above might explain why it would get employee's backs up.

Thank you for that. Shows reductions in customer resolutions so I guess that won’t help. 

I just don’t understand how it was possible for someone who wasn’t me to get my card details in the first place and then use them in the branch this way. Surely that means they aren’t checking enough? 

Someone else mentioned a miss key but I don’t think that’s possible since the branch quoted my card number to the fraud advisor. How did they get my card details when I rarely ever use the physical card? 

You are asking questions that only Nationwide can answer - and they have told how long it will take to establish those answers.

They can't jump the gun especially if there has been criminal activity involved.

Phoenix72

Mrcsmrs said:

Middle_of_the_Road said:

la531983 said:

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. 

First of all, it's not a massive bank, it's a bloated building society, which has chosen to reduce it's workforce in the pursuit of profit, which will affect the standard of customer service.

https://bmmagazine.co.uk/news/nationwide-building-society-announces-third-round-of-job-cuts-amid-restructuring-plan/

If making a very genuine complaint has the effect you suggest, then the above might explain why it would get employee's backs up.

I just don’t understand how it was possible for someone who wasn’t me to get my card details in the first place and then use them in the branch this way. Surely that means they aren’t checking enough? 

Surely that's the whole point of the investigation? You have no idea what the fraudster presented so accusations of people not doing their job are a bit premature.