Fraudulent bank activity

There was a payment of £430 from my Santander account and I’ve been on the phone with them all of today and they said there’s nothing they can do about it as the IP address and everything else was the same as mine but I did not authorise it at all.

They said that unless I’m able to appeal it and take my phone to a phone repair shop or an Apple Store to see if there’s malware on my phone or something wrong with it.

What else can I do??

Something similar happened to me as well back in 2022/23 and I managed to resolve it but now they’re saying that it’s less likely.

Reply 1

TJ1987

Original post

by Angel13sx

There was a payment of £430 from my Santander account and I’ve been on the phone with them all of today and they said there’s nothing they can do about it as the IP address and everything else was the same as mine but I did not authorise it at all.
They said that unless I’m able to appeal it and take my phone to a phone repair shop or an Apple Store to see if there’s malware on my phone or something wrong with it.
What else can I do??
Something similar happened to me as well back in 2022/23 and I managed to resolve it but now they’re saying that it’s less likely.

I work in banking and deal with raising fraud cases.

When this happens it either means it is someone you know, or you have done something to install malware like they have said. Sadly, IP checkers are used etc and they can match it to the one you use if you use an app for your banking. But yea they are usually the two outcomes.

Reply 2

martin7

Original post

by Angel13sx

There was a payment of £430 from my Santander account and I’ve been on the phone with them all of today and they said there’s nothing they can do about it as the IP address and everything else was the same as mine but I did not authorise it at all.
They said that unless I’m able to appeal it and take my phone to a phone repair shop or an Apple Store to see if there’s malware on my phone or something wrong with it.
What else can I do??
Something similar happened to me as well back in 2022/23 and I managed to resolve it but now they’re saying that it’s less likely.

You need to go through Santander's complaints procedure.

If Santander turns down your complaint, you can then go to the Financial Ombudsman Service.

Reply 3

TJ1987

Original post

by martin7

You need to go through Santander's complaints procedure.
If Santander turns down your complaint, you can then go to the Financial Ombudsman Service.

This would only work if santander did something wrong and out side of procedures/policies. Which they have not, they even have evidence the IP address matches.

Reply 4

martin7

Original post

by XTracyJx

This would only work if santander did something wrong and out side of procedures/policies. Which they have not,

they even have evidence the IP address matches.

I would take the view that that while that is evidence supporting the view that OP made that transaction, it's not particularly persuasive. Anyone connected to OP's wifi would also be using that IP address, for example.

Reply 5

TJ1987

Original post

by martin7

The FOS are in a position to determine whether or not Santander's procedures/policies were fair and reasonable.
How do you know that Santander did not "[do] something wrong and out side of procedures/policies"? Do you work for Santander? Were you the case handler in this case?
It's for the FOS to decide what cases it takes on. If Santander feel that by taking on the case the FOS was acting outside its remit, I'm sure they would raise that issue with the FOS promptly.
I would take the view that that while that is evidence supporting the view that OP made that transaction, it's not particularly persuasive. Anyone connected to OP's wifi would also be using that IP address, for example.

Exactly, so it's someone the OP would know. Making it a civil dispute and a police matter. It's not the bank I work for but I have been raising and dealing with fraud for 4 years. I have to stay compliant with policies, which pretty much is the same for all banks. The OP can absolutely raise it, you just need to manage expectations.