Cash withdrawn from my account in branch by thief!

Mrcsmrs

DE_612183 said:

Just have to wait for the investigation to complete - as you say it's very odd - which is probably why the time has increased from 48 hours ( for a standard error - whatever that might be be ) to something that might require, staff interview, CCTV checking, and possibly police.

On that point have you actually spoken with the police in the "old town"?

May be worth a call

I haven’t done that, honestly not even sure they’d be interested, and as someone else has said, the bank is still investigating so I doubt they’d want to know until that’s complete. None of it makes any sense, unless they sent a card to my old address or it’s possible to clone a card from a contactless transaction or Apple Pay. Neither of which I have done with that account since March/April. I haven’t even used a cash machine with that account since the end of February and that again was up here. 

Is it possible to clone a card from contactless or Apple Pay? Does anyone know? 

Indout96

It cant be cloned from Applepay as your phone only uses part of the card number and part of another authentication number so the shop ect does not get the full account number
Apple Pay security and privacy overview – Apple Support (UK)

Mrcsmrs

Indout96 said:

It cant be cloned from Applepay as your phone only uses part of the card number and part of another authentication number so the shop ect does not get the full account number
Apple Pay security and privacy overview – Apple Support (UK)

Thank you for clarifying. I have done some research and did think it was safe, which is why I’ve been using it, but with this happening it made me wonder! 

Rich1976

If someone is able to walk into a Nationwide branch with a debit card, cloned or not and is able to go the counter , swipe the card , sign a slip and walk out with cash with no further checks by Nationwide that the person withdrawing the cash is the account holder then that is wholly negligent on Nationwides part and if that is what has happened I would be looking to raise an official complaint and then close all accounts with them once it is sorted.

at the very least they should ask for a passport or driving licence and then check that the person standing in front of them is the person on the photo.

incredible!

born_again

Mrcsmrs said:

If that’s the case how could they quote my card number to me as having been the one used? The advisor read it off to me and it exactly matched the one in my hand. 

They will have been looking at your account details. Which will have your card listed.

On security . Systems look at fraud spending patterns, not each persons account. If they did, could you imagine the fun around black Friday & Christmas. When people go mad with spending?

Mrcsmrs

Rich1976 said:

If someone is able to walk into a Nationwide branch with a debit card, cloned or not and is able to go the counter , swipe the card , sign a slip and walk out with cash with no further checks by Nationwide that the person withdrawing the cash is the account holder then that is wholly negligent on Nationwides part and if that is what has happened I would be looking to raise an official complaint and then close all accounts with them once it is sorted.

at the very least they should ask for a passport or driving licence and then check that the person standing in front of them is the person on the photo.

incredible!

This is exactly how I feel. The account now has less than £1 in it and I’ve moved my savings to my other bank. I certainly won’t be keeping any accounts with them in future and since they’re buying Virgin, I guess my account there will need to go too. 

born_again said:

Mrcsmrs said:

If that’s the case how could they quote my card number to me as having been the one used? The advisor read it off to me and it exactly matched the one in my hand. 

They will have been looking at your account details. Which will have your card listed.

On security . Systems look at fraud spending patterns, not each persons account. If they did, could you imagine the fun around black Friday & Christmas. When people go mad with spending?

It was the branch who confirmed the card number used whilst on the call with the fraud advisor, it wasn’t just being read off the screen, it was the card used at the time. Except it was in my hand and had been with me since delivery in February. 

As far as security goes, no I don’t expect them to check everyone’s spending habits, however, £77 is an odd amount and why would you wait to withdraw an odd amount in the bank on a busy Monday morning rather than taking £80 from the cash machine outside? Unless you didn’t know the PIN number? Especially with the account balance being as it was. I’m not a bank staff member, but that would have seemed odd to me. But then, I’m still horrified that no form of ID or PIN number check was needed to take cash. Anyone could have found a card and done that. 

sheramber

Rich1976 said:

If someone is able to walk into a Nationwide branch with a debit card, cloned or not and is able to go the counter , swipe the card , sign a slip and walk out with cash with no further checks by Nationwide that the person withdrawing the cash is the account holder then that is wholly negligent on Nationwides part and if that is what has happened I would be looking to raise an official complaint and then close all accounts with them once it is sorted.

at the very least they should ask for a passport or driving licence and then check that the person standing in front of them is the person on the photo.

incredible!

Nationwide have said that only happens if withdrawal is £100 or more

DE_612183

Rich1976 said:

If someone is able to walk into a Nationwide branch with a debit card, cloned or not and is able to go the counter , swipe the card , sign a slip and walk out with cash with no further checks by Nationwide that the person withdrawing the cash is the account holder then that is wholly negligent on Nationwides part and if that is what has happened I would be looking to raise an official complaint and then close all accounts with them once it is sorted.

at the very least they should ask for a passport or driving licence and then check that the person standing in front of them is the person on the photo.

incredible!

Why? It's no different to using a card in a shop for a transaction under £100 and just swiping the card on the reader.

badmemory

What seems really strange to me is that they could have gone into a dozen small shops & made a load of card purchases with no issues at all so why didn't they.  I mean why go into a bank with security cameras when you could go into a long series of small shops without any cameras & even get cash back & if asked for a pin number well oh dear it is so long since I used it I can't remember.  A friend of mine had his stolen out of his office & it was used lots of times in the next hour & then never used again.

DE_612183

badmemory said:

What seems really strange to me is that they could have gone into a dozen small shops & made a load of card purchases with no issues at all so why didn't they.  I mean why go into a bank with security cameras when you could go into a long series of small shops without any cameras & even get cash back & if asked for a pin number well oh dear it is so long since I used it I can't remember.  A friend of mine had his stolen out of his office & it was used lots of times in the next hour & then never used again.

This is what I thought, which is why I think there is a genuine reason for this rather than fraud / theft.