Loyal Natwest customers shunned after online fraud

Needadviceplease_3

Night-owl wrote: »

This story sounds a little odd to say the least.
I would make an appointment and go in to see a bank manager and discuss with them this matter and explain the matter, if you still dont get anywhere then I would highly recommend you seek legal advice from either your local CAB office or FSA.

Hi

The bank manager doesn't have any dealings with it and you can only speak to the fraud people on the phone. The fraud people check to see if they can get any of the money the frausters havent spent and then give you an appeal address.

Somebody must have already been to appeal and know what happens next? (we are at that point now). Somebody out there must be able to advise us on what happens at appeal and how successful they normal are?
Our case is almost the same as 'Chris'

(We have had £10k taken from our natwest account)

Paparika

jonesMUFCforever wrote: »

The police won't be interested as the procedure for dealing with bank fraud has now changed.
It is up to the bank to bring in the police if it wants to.

I recently had to go to the police for my parents, they live in france and their Halifax account has been fleeced, Halifax are just taking their time.

I agree the police need the bank to make the call.

Mention bank omnibusman and that you will be making a complaint to them about natwest, maybe natwest will get off their high horse,

I have to complain to them, they have cocked up my current account application and cant even say sorry

Needadviceplease_3

News Update!
We got our money back! Went to appeal and wrote a hard hitting letter. Threaten everything - FSA, Police report, newspaper, further appeals and more. It has been a terrible time but ok in the end. Good luck to all of you that have been effected by shoddy banks!

jonesMUFCforever

Needadviceplease wrote: »

News Update!
We got our money back! Went to appeal and wrote a hard hitting letter. Threaten everything - FSA, Police report, newspaper, further appeals and more. It has been a terrible time but ok in the end. Good luck to all of you that have been effected by shoddy banks!

Great news!:T

Poosmate

Chris, sorry to hear of your parents loss I hope they get their money back too.

Needadvice, congratulations on getting your wad back! Yay!

I can't believe the Police don't get involved at the customer's request! I guess it's just another way for them to reduce their crime figures!

Oooh sorry I'm just in a bit of a bad mood tonight - maybe I should just read and not post! lol

Anyway, good luck to your parents.

Poo

Rosiechops

I was recently a victim of a Phishing Scam. The Fraudster stole £4,500 from my account. Natwest gave me a £5,500 overdraft to accommodate this transaction without even checking with me first. Therefore the thief got away with all of my money plus a hefty overdraft. I called the Fraud Team to find out who asked for the overdraft and a member of staff there told me this overdraft would have been given automatically. They said they would have posted a letter telling me about the increase in overdraft, but by this time the transaction was already made, plus I was on holiday at the time.

I spoke to the general customer services department and they told me if the funds where not available, then the transaction would fail. So why is the Fraud team telling me they increase it automatically? Can they do this with my money?

Shouldn't Natwest have bounced this transaction (due to the lack of funds in my account) and contacted me to check it was actually me on line? I have never been overdrawn nor have I asked for an overdraft yet the irregular activity wasn't picked up!

I am now overdrawn and Natwest refuse to pay back the money as I responded to a Phishing email.

natweststaffmember

It was applied for ONLINE(you gave details to the fraudsters, ie internet password log ins). The following day once the limit was increased they did the deed.
I am afraid you made a mistake and I am sure it will not happen again. They will not refund the money no matter which way you look at it. The fraudsters went through the online security, they increased the overdraft using that information and then sent £4500 to another account. Yet they had logged in as you, they used your password and yet you are blaming the bank.
I understand why you are frustrated and angry.

Rosiechops

natweststaffmember wrote: »

It was applied for ONLINE(you gave details to the fraudsters, ie internet password log ins). The following day once the limit was increased they did the deed.
I am afraid you made a mistake and I am sure it will not happen again. They will not refund the money no matter which way you look at it. The fraudsters went through the online security, they increased the overdraft using that information and then sent £4500 to another account. Yet they had logged in as you, they used your password and yet you are blaming the bank.
I understand why you are frustrated and angry.

The fraudster didn't request the overdraft on line! (as confirmed by Natwest) The fraudster made the transaction and although I had no overdraft, natwest let it go anyway! This transaction should have been bounced, I didn't have £4,500. Even if it was me on line, why are Natwest throwing money at someone who obviously can't pay it back? No wonder the majority of the population is in debt!

natweststaffmember

Rosie I assumed this from what you said in your post
"Natwest gave me a £5,500 overdraft to accommodate this transaction without even checking with me first."
The transaction should have been bounced(no they do not need to check with you) if there was no funds on the account. I am afraid, if the overdraft was increased automatically then a letter would have been sent out advising this and you would have an opt out. The bank would not have automatically increase the overdraft for a payment made online. Please can you explain more because what you have been told and experience makes no sense. Something you have been told makes me wonder whether you need to check the automatic increase bit to accomodate a payment. That is simply not done.
When did the fraud take place? Are we talking about this year?

Rosiechops

natweststaffmember wrote: »

Rosie I assumed this from what you said in your post
"Natwest gave me a £5,500 overdraft to accommodate this transaction without even checking with me first."
The transaction should have been bounced(no they do not need to check with you) if there was no funds on the account. I am afraid, if the overdraft was increased automatically then a letter would have been sent out advising this and you would have an opt out. The bank would not have automatically increase the overdraft for a payment made online. Please can you explain more because what you have been told and experience makes no sense. Something you have been told makes me wonder whether you need to check the automatic increase bit to accomodate a payment. That is simply not done.
When did the fraud take place? Are we talking about this year?

The Fraud team told me that it was increased automatically. What they do is look at each customer individually and as I am a "good customer" (whatever that means) they let this transaction go ahead.

They did send a letter to tell me they had given me the overdraft, but not due to a request by me. It didn't give any details as to why they did this. I was on holiday when I got the letter but it was too late anyway, the transaction was made on the day the bank authorized it. I was also charged for exceeding my limit. I have since requested a £5,500 overdraft on line (which is my limit anyway, I just wanted to see what would happen) and I got a letter to confirm my request, along with lots of overdraft information. It was different to the first letter I received.

The Fraud Team did say that I can change my account to ensure that automatic overdrafts are not given in the future, but obviously its too late now!

My friend is also with Natwest and she got a phone call today to let her know that there isn't enough money in her account to cover her next direct debit. If only they had called me.

This all happened in May this year.