Thank you. It’s no wonder then that I didn’t know what it was because it’s obviously a system unique to Santander. Presumably you have reported to the police and you have a crime number which you have passed to Santander.
It seems that the Santander system is less than adequate otherwise the telephone would not have come through from the scammer with the Santander system on.
What I can’t understand is that you got a call asking whether the you would authorise this payment. You then have this message to make a new payment and that’s what I can’t understand if you said you had authorised the payment.
I can’t see why they need authorisation to cancel something when all they need to do with their not happy with it is simply put it on hold. I think that’s where you have fallen down.
Even if they had sent the complete title rather than this stupid acronym I can’t see that it would have made any difference in your case.
What the bank are saying of course is that from their point of view you had asked for a transfer (the scammer had), they sent you an authorisation code and then you decided to give the authorisation code away to the scammer and hence, they could not possibly know that it was not you giving the code.
The moral of course is not to deal with anything over the phone although this one is obviously particularly clever and clearly they have some technology behind them.
In order to succeed either with the Ombudsman in the civil court you don’t have to prove that the bank were negligent in some way.
If someone hacked into your account without you having any involvement, they would have to do reimburse you.
It is the fact that they sent you this code and gave the code to a third party which is the problem. The acronym or even a full explanation of what the acronym was I don’t think is the central issue here.
It is likely that the ombudsman will say that this was between you and the scammer and that Santander could not have known this did not come from you. I would certainly argue the point to the end of the earth but I think it’s 50-50 chance that it will come down in your favour.
I think I would be majoring on the defective system of Santander which is clearly open to abuse, rather than the acronym. As I said earlier even if they had explained what it was, it is unlikely to have made any difference it seems. I’m sorry I can’t give you better news.
Can I clarify anything for you?
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