fraud with Natwest current account
Discussion
Two Sundays a go my business account was relieved of a decent five figure sum leaving not a lot left. The first I knew about it was an automated email advising that the password on the debit card has been changed, if this was not correct contact them immediately, which I did. The number provided just rang out so I was left hunting for another number. Over the next five minutes the bank balance dropped like a stone. Typically, the debit card fraud department was shut so I'd have to wait for them to open the next morning.
I contacted the fraud department as soon as they opened. I was told five online payments had been made to William Hill using the debit card details. The debit card has never been used. The account has no history of payments to gambling sites and payments have only been made by BACS or cheque. I was told that it could take up to five working days to investigate.
Well, 10 working days later, an extension of 15 working days added and complete bluff later I'm no closer and now looking at the future of my business, a business that I and others have slogged to get in a decent position, often sacrificing our own personal finances. I struggle talking to our 'business advisor' as you don't have a direct line, you have to log the call with a call centre drone and they pass it on. The general attitude from the fraud department is very poor.
I've logged a complaint with the FOS and I've tried to contact my MP (think a lack of photo opportunity limits my chances of him getting invloved). Complaints at Natwest fall on deaf ears. No one seems to be bothered by the fact a decent business that employs, pays plenty of tax and invests in it's future is now potentially fighting for it's future. I really don't know what to do?
I contacted the fraud department as soon as they opened. I was told five online payments had been made to William Hill using the debit card details. The debit card has never been used. The account has no history of payments to gambling sites and payments have only been made by BACS or cheque. I was told that it could take up to five working days to investigate.
Well, 10 working days later, an extension of 15 working days added and complete bluff later I'm no closer and now looking at the future of my business, a business that I and others have slogged to get in a decent position, often sacrificing our own personal finances. I struggle talking to our 'business advisor' as you don't have a direct line, you have to log the call with a call centre drone and they pass it on. The general attitude from the fraud department is very poor.
I've logged a complaint with the FOS and I've tried to contact my MP (think a lack of photo opportunity limits my chances of him getting invloved). Complaints at Natwest fall on deaf ears. No one seems to be bothered by the fact a decent business that employs, pays plenty of tax and invests in it's future is now potentially fighting for it's future. I really don't know what to do?
The local branch doesn't see business customers, you have to go through the business centre and try to get in touch that way. I have spoken with our 'business manager' who to be fair does seem to understand the situation but she gets the same treatment as us. Here's a laugh; two cheques put the bank door last Friday night, no sign if them in our account on Wednesday so I get on the phone. Our business manager informs me that she doesn't have a direct line to our local branch! the only contact between branches is through the call centre or email! Anyway, after a day of chasing I got a call saying they finally located the cheques, can you believe the lad calling was chuckling as he said it.
I spoke to the Police last week but they informed me that they don't look at every case. I've emailed the MD but doubt that'll do anything. I have thought about twitter but not sure what I can actually say.
I spoke to the Police last week but they informed me that they don't look at every case. I've emailed the MD but doubt that'll do anything. I have thought about twitter but not sure what I can actually say.
Active75 said:
If your Current and Business accounts are at the same branch they should see you. It could also be fraud within your company, and the police should take interest. I suppose "should" doesn't mean "will" but I would be going for a face to face with a Manager of the Bank. Good Luck.
Our local branch is where the account is registered but as it's a business account we have to deal with the business team which isn't local. I've tried talking to people at the local branch before and they've fobbed me off.There are two cards, they've never been used and I know exactly where they are. There's not really any possibility of anyone else seeing them. Of course, Natwest has been hacked numerous times. Somehow the password was changed and as far as I'm aware some data would need to be know to do this, however I'm sure it's possible to hack the password function.
I've started the twitter campaign. I'm wondering if it's worth having a go at William Hill, they're no innocent party in this as they must have allowed a fake account to be set-up.
Edited by Stu78 on Friday 19th February 21:08
Are you sure that you don't have a virus/trojan on your computers ?
In any event, I'd suggest referring it to the Banking Ombudsman. Although he can't/won't take any action until NatWest exhaust their enquiries, the fact that you threaten to go there often wakes them up (because NatWest become liable for his, not insignificant, charges).
In any event, I'd suggest referring it to the Banking Ombudsman. Although he can't/won't take any action until NatWest exhaust their enquiries, the fact that you threaten to go there often wakes them up (because NatWest become liable for his, not insignificant, charges).
Ozzie Osmond said:
How does this work? Do you mean someone must have phoned the bank or gone into a branch pretending to be you and changed the password?
No, the debit card number has been used to make payments to the William Hill online account, we can only think that the 'verified by visa' security has somehow been hacked. The password was changed at 18.19, I was on the phone at 18.20, phone records to prove it.This is a debit card that has never been used before so there should be no record anywhere other than with the bank, but as we know the RBS have had more than their fair share of cyber attacks. Then again, how do we know what goes on internally..
One bit of news, the CEO replied to my email and it wasn't a drone response. He says he's personally investigating the case.
My MP has carried on ignoring my messages.
Robertj21a said:
Are you sure that you don't have a virus/trojan on your computers ?
In any event, I'd suggest referring it to the Banking Ombudsman. Although he can't/won't take any action until NatWest exhaust their enquiries, the fact that you threaten to go there often wakes them up (because NatWest become liable for his, not insignificant, charges).
Could have, but the card has never been used and we do pay for decent security on our hardware.In any event, I'd suggest referring it to the Banking Ombudsman. Although he can't/won't take any action until NatWest exhaust their enquiries, the fact that you threaten to go there often wakes them up (because NatWest become liable for his, not insignificant, charges).
I've lodged a complaint with the Ombudsman. They will send them a letter immediately but they have to give them eight weeks to reply. I'm hoping we'll have the cash back by then but even so, I'll press on with the complaint because the security is terrible and the handling even worse.
Foliage said:
wont they set up an overdraft for the amount that was taken? or at least for the amount that you need to keep your business moving forward?
You'd think so wouldn't you? When we finally got hold of our business manager (an incredibly long-winded process) she told us to carry on as normal and if we go O/D not to worry, they'll cover it and we wont get charged. Do I believe them? not for one minute. We're not there yet, don't think we'll get to that stage but it shouldn't even be something we need to consider. As it stands we've lost the last 12 months profit.I've been on twitter, I've had nice messages from their customer care team promising to contact us ASAP. That was on Saturday. Still waiting..The only positive reply I've had from anyway at Natwest is from the CEO.
How weird.
Two Sundays ago the same thing happened to my Natwest current account. I was locked out of online banking, one of my accounts disappeared and various transactions were made without my knowledge.
I went into a branch on Monday morning, was given a little room and all the phone numbers I would need and had it all sorted within an hour, all money back in my account and all new debit/credit cards ordered.
I find it odd that Natwest don't treat all of their customers like this as I didn't think they could have done any more for me.
Hope you get it sorted!
Two Sundays ago the same thing happened to my Natwest current account. I was locked out of online banking, one of my accounts disappeared and various transactions were made without my knowledge.
I went into a branch on Monday morning, was given a little room and all the phone numbers I would need and had it all sorted within an hour, all money back in my account and all new debit/credit cards ordered.
I find it odd that Natwest don't treat all of their customers like this as I didn't think they could have done any more for me.
Hope you get it sorted!
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