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Rakhi Vasavada
Rakhi Vasavada, Financial Advisor
Category: Finance
Satisfied Customers: 4549
Experience:  Attorney and Financial Expert. Have specialization in Financial Laws.Practice experience of over 13 years
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I have been the victim of Money being stolen from my private

Customer Question

I have been the victim of Money being stolen from my private savings account. This has happened two times before with this major high street bank. Also it has happened on another occasion with another bank but I am satisfied they are secure now. My problem is that just before this happened I warned them about this. I had £30,000 transferred from my savings via telephone banking to my current account then this was taking out with a card and pin number and also with fake ID in branch within 2 weeks. As its my savings account I don't check it regular but just recently I checked it as I wanted to buy a house and was alarmed when I found just £7 in my bank account. As soon as I found out I called them and they kept me waiting on the phone line for 3 hours. Also they said the money would be sorted out and be in my bank account the next day - it wasn't. I kept calling them and getting put on hold and they couldn't tell me what was happening - they seemed to be clueless. After 5 days I informed them that I feel that they were negligent as a bank and I wanted to press forward with some private action. The money was in my bank account the next day - they never informed me of this - I just checked and it was back. If this happened with my other bank I'm convinced they would have picked up on it as the behavior was erratic on the account. Before this happened I had a text message from the bank saying that a pin number for my telephone banking would be delivered to me - I did not order this so I called the bank and told them this and they promised me everything was fine but then this happened starting a few days after.
My question is: I believe the bank have been negligent with the security of my money for a third time. I can forgive the first time but I third time I can't as this has given me a lot of distress. I believe the customer services hasn't helped with my distress. Also I don't have a land line at the moment and have racked up a £150 phone bill trying to constantly contact them about this. I'm wondering if I am due some compensation over this? I want my phone bill paid by the bank and I want compensation for the distress and mis-management of the security. I'm very angry about this and even the police adviced me to complain to them - they are also looking into it for me. Do I have a case here?
Submitted: 3 years ago.
Category: Finance
Expert:  Rakhi Vasavada replied 3 years ago.
Dear Friend,

Hello and welcome. Thank you for providing an opportunity to assist you.

I really feel sorry for distress that you faced. Going through your question, it is very clear that the bank has been negligent and absolutely deficient in its services and as a customer, you have certainly faced mental agony and distress.

I believe you have a ground for suing them on deficiency of services and claim damages for all that you have gone through.

To begin with, I would suggest you to seek advice of a local attorney and have a notice served upon the bank. Upon expiry of the notice period, follow up to continue to institute a suit to claim financial damages.

Over and above this, you also have ground to file complaint with Financial Ombudsman and and Financial Conduct Authority.

Refer the following links in detail.

I am sure the above will help you.

You may please leave a positive rating if this helps as this is the only way we are compensated for assisting you. Alternatively, you may revert back with a reply if you need further assistance or if I have missed out on any aspect of your question.

Warm Regards