I last used my online banking on January 2014 just to check my online statement which I remember, from what I can remember I was never required a card reader when ever I made online payment to someone in past, I only hold savings account with the bank never needed a card reader for it.

Hello klandestine and thank you, No I did not authorize any of the 5 unauthorized transactions that took place on my account, and yes they were online transfers made to some one that I don't have clue what so ever who the person is. I haven't acted like anything or was nor negligent what so ever, when this fraud took place I was at work from what I can recall, I work 6 days a week as I mentioned earlier. And I barley use the account its me savings only. So I don't have clue to what is going on to be honest

Thank you bankfodder, So what do you reckon is going on then?? the banks treating me like crap. I have did my best so far, do you know how long the bank can take up to? and what are they really doing bout it? are they even doing anything bout it? because after I gave the crime reference number the bank said I will get response within week, now it has delayed up to 2 months now. I'm left clueless here? Any idea how or any timescale that these kinda situation get solved by? Action fraud & Financial ombudsman service are so unreliable. Actionfraud actually don't do nothing about it, why I'm I left in the dark without an answer?

Hello forum members, I am new to the forum, just want some advice and tips regarding fraud that took place on my cooperative bank account. Some how my cooperative bank account online banking details got compromised, don't know how and when it got compromised left me clueless, as I hardly use my cooperative account as its only for savings. On February 2014 some one managed to get access to my cooperative account online banking, and cleared my account out totaling off £20,000. I work 6 days a week busy with work life as I don't check my account on regular basis, a week after my account was cleared out I received letter from Co op Bank saying I have insufficient funds in my account for online transfer that was requested. After that I was confused thinking what on earth is going on, I tried to log on to my cooperative online banking it did not allow me to log on saying online suspended, I managed to contact the bank saying what is going on I have received letters saying I have insufficient funds on my account for a online payment. The adviser on the phone read out 5 unauthorized transaction online transfer paid out totaling of £20,000. I was left shocked and terrified, the adviser told me someone would call me back within 48 hours regarding the unauthorized transactions. I did receive a call from the security department saying I would need to provide them with crime reference number in order for them to investigate the matter and take it further. After that have I reported it to actionfraud and managed to get crime reference number, and gave it to the bank I called up the bank after few days for an update they told me my case has been passed on to someone on actionfraud which they will contact me within week. Week passes by I call the bank again trying to find out what is going on they don't give me much info and tell me its not in their hand no more police actionfraud is dealing with it. I have contacted the Financial Ombudsman service regarding this they have raised an complaint to the customer relation department regarding the matter, I then receive a letter from the customer relations complaints saying "Thank you for your complaint which was received, your concerns will be investigated by a case handler in this department and the outcome will be sent to you in writing" I wait another 2 weeks I call the bank again for an update, still the same thing its not in our hands no more police actionfraud is dealing with it, I get so frustrated and angry I started to yell at the adviser on the phone. I wait another 2 weeks receive letter from the customer relations complaints department saying "Further to our earlier letter acknowledging your complaint, I am writing to let you know that we are unfortunately not in a position to provide you with response to the matters you have raised. We will be in a position to reply fully to your complaint shortly. We will contact you again as soon as possible and in any event within the next four weeks. This has got me even more angry and frustrated by the bank leaving me clueless. Its been over 2 months now still on going, I feel as if nothing is being done about it. Anyone can advice me here will be grateful, I am disgusted by the behavior of the bank. Thank you.