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Hi All Cagers,
Perhaps you can help me? I have come on to the General section because there are so few contributors to Citi Banking. My problem is that I today discovered that yesterday it would appear, some one managed to hack into my online current account and transfer out of it nearly £1,000. This will have inevitable consequences in that I will not be able to pay direct debits or regular creditors, resulting in charges no doubt from Citi and various creditors! I have advised Citi, I think they must use sub continent call centres, I could hardly understand what they were saying, both operatives and team leaders. However the account has been suspended cards revoked etc and the matter referred to Citi's fraud department. I have also advised local police.
Is there anything I can do at this stage to head off charges that will inevitably be charged to myself? Has anyone else experienced this problem?
Hi GuidoT
Thank you for your kind and prompt reply. You are quite correct in that most if not all branches are in London unfortunately I live 130 miles away in Walesb but can get there if necessary Canary Wharf. This is first time that this has happened to me, Citi as you can guess weren't particularly helpful on the phone!
As a way of making sure you don't get fobbed off I would flinig the book at them at the first hint of them not being helpful - i.e. they send a letter [ignore what they say on the phone as they can just deny it] saying they will impose charges, no refund etc.
Mate had a similar problem with llolyds, still have not got a straight answer out of them as to how it happened and what theyhave done to track down the perp - even though the second time [yes it happened twice] someone paid off a bill!!!
If you can for the day or so around when this happened, note down your movements and computer usage - this is to show you could not have done this.
Step 1- ask for written confirmation of their stance and a clear and full explanation of why, spell out you want the names of those making this decision.
Step 2- send in a SAR, specifically stating you want the records showing the internet records of said transactions and times.
Step 3- ask for the details of who they are comunicating this with in the police force as this was a crime. I would start getting suspicious if they say nothing to this request.
Step 4- Specifically Ask for details of whether the same internet connections were used in any other crime - if you got hacked, probably others did so it wasn't you losing/giving away your account details which seems to be favorite tactic banks use to deny liability with regards to Chip N Pin.
If they say that it is impossible for accounts to be hacked, do a search on the internet, there was one story on the teregister.co.uk about the head internet editor at the washington post investigating 2 banking account hacks.
Personally, I do not do intenet banking, if I did I would do as the washington post editor above does, do not use Windows, use a Linux LIVE CD, it leaves no footprints on the HDD, so no information is available to a hacker nor can trojans get anything.
Hi Gazza01,
Thank you for your most helpful response mate. I'm only too sorry that it happened to you more than once. Citi's reaction has been quite strange, but I must give them credit for making " Temporary Credit Pending Investigation", within 3 days of my reporting the loss. What of course they didn't do was honour Direct Debits and although they issued new debit card, pins etc left it all deactivated as the matter was under investigation!. So having informed them beforehand of liable charges if this occurred, they took no notice. Although they have now said (over the phone), they will reimburse charges, provided proof of such charges, is sent to them. I personally think that they can communicate with those organisations concerned and advise them of the circumstances. What is interesting is that fraud in internet banking would appear to be a lot more common than the banks are letting on! There seems to be no common procedure agreed by the British Banking Association, OFT, FSA or fos in dealing with this situation.
Fraud in Citi's Internet Banking
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