Nationwide - Cloned Cashpoint Card

[Morrighan]

I had £350 paid into my current account. I withdrew £200 on saturday morning from a BP Petrol Station Nationwide ATM. On Sunday afternoon I had 0.26p in my account.

 

I phone Nationwide immediately and they told me it sounds like my card had been cloned; I should go to my local branch and hand in my now useless card; I should fill in an Unauthorised Transaction form. All of which I did, the staff told me that cloning is very common nowadays.

 

Two weeks later, I received a letter from Nationwide, headed "Disputed ATM Withdrawals" which states:

 

"I have now completed my investigations into your recent claim. I regret to inform you that your claim has been declined because

• you advised that your card was in your possession
  
• the PIN was keyed to undertake the withdrawal(s)

She attached details of my "disputed" transactions - all transactions which include withdrawals, mini-statements and balance enquiries in a place in London where I have NEVER been, never mind that my account will show that my withdrawals are consistent and have taken place at the most convenient ATMs to where I live. I have also NEVER requested a mini-statement at an ATM - at all. There were 23 transactions altogether which, I believe, show clearly that it was nothing to do with me.

 

The letter went on to advise that I should change my card (already done and new one already received) and change my PIN (already done and new one already received).

 

I am allowed 14 days in which to appeal. I believe this is a standard letter to put people off reclaiming. After all, it's £150 not £15,000 but it's MY £150!

 

By the way, I tried to log the theft with the police but didn't get very far because a) nobody picked up the phone and b) nobody called me after I left a message on their answerphone. Upshot is, I don't have a crime reference number.

 

Before I cut my throat by writing a stinging and angry letter to this bloody woman, can anyone advise me on the best course of action?

 

Many thanks,

M

[buzby]

Interesting this isn't a 'Chip & PIN' [problem] but a good old fashioned Mag Stripe cloning. Considering that Petrol Stations are known to be a hotbed of cloning activity, their refusal is nothing short of malicious.

 

I'd respond by rejecting their refusal and asking the matter to be referred to a senior member of staff. It would also be worthwhile reporting this to the Police, as it may be part of a wide-ranging [problem] involving other bank cards.

[Morrighan]

Thank you. I'll do that. I wondered if it's not too late to tell the police but if it's widespread, then I better had!

[chesham]

Not too late to inform the police at all! In fact, when they record a crime they record the bank as the 'victim' because it is you who will recieve the money back, and it is them who claim it back from their insurers. The fact that the banks have lost so much money is one of the reasons they are unsure about how to comply with the law.

 

Your post above looks like Nationwide took you to mean that you didn't make the transactions. I think they have got it wrong.

 

And when your card is cloned, you DO have the card in your possession and they KNOW your PIN number!! Otherwise, your card would have been stolen!

 

Nationwide are so stupid, that's why I've stopped banking with them! Get the police to log a crime reference number, phone Nationwide, get firm with them and get them to sort it out!

[indebtstudent]

Hi there just got Pm to come here. I work for Nationwide and it looks to me like they have got the wrong end of the stick.

 

It's been a long day but my tired brain tells me there are two forms relating to card transaction one of which you have filled in.

 

I'll check up on this tomorrow (when I'm a bit more alert).

 

It does appear they have gotten the wrong end of the stick. Personally I would send a letter in ASAP with the list of transactions and the info you have here.

 

"transactions which include withdrawals, mini-statements and balance enquiries in a place in London where I have NEVER been, never mind that my account will show that my withdrawals are consistent and have taken place at the most convenient ATMs to where I live. I have also NEVER requested a mini-statement at an ATM - at all. "

 

This is particularly important to include, keep it businesslike. Stick to the facts, you have clearly been wronged here.

 

Basically what's happened, so far, is that the form has been sent onto a customer service team who (I'm being honest here) don't always know what they're doing. It is very frustrating for us in branch.

 

So to sum up my advice is either write a letter making the point you make (another thing how far apart were the transactions from others you had made? Is it even possible?). or go into the branch and speak to the mananger. I realize this might not be practical, and they would still send the letter on, but at least the complaint will be logged again and likely sent on with some input from the manager.

 

The only problem with this approach is the manager may not be available. Actually I'll pm you as this is getting rather longwinded!!!

[IdaInFife]

Hi,

 

This also happened to my mum. But when she went to the bank they advised to go to local police station. It turned out that after she withdrew money from fife bank within 30 mins a withdrawl was made in England to clear account and she got her money back within 7 days. If i were you I would appeal and get down to local police station asap

[brown*eyed*girl]

Same thing happened to my son in North London.......................except his money was taken out in NSW, Australia.

I WENT to the Police station, filled out form and took away for him to sign then returned it, got the crime number and made appointment with our Bank Manager and got him to fill in various forms and he submitted them from branch.

2 weeks later the £229 was back in my sons account.

Don't give up as its your money and don't take any BS...............just keep at it

[Morrighan]

Thank you for all your comments.

 

I've sent off the form enclosed with their letter and tomorrow I'm going to the police station to log the theft. I was going to wait and see what happens with the form but instead I'm going to write a letter and take it to my local branch where the staff at pretty friendly.

[indebtstudent]

Anymore info?