You are here: Home - Saving & Banking - News -

NatWest finally agrees to refund cancer patient who had £14k stolen by scammers

0
Written by:
29/01/2019
NatWest has agreed to refund a cancer patient who had more than £14,000 stolen from her bank account by fraudsters after initially saying she would not get any of her money back.

Joanna Stevens, 56, had £14,502 taken from three NatWest accounts after scammers pretending to be from the bank’s fraud team contacted her to say they had identified unusual activity.

The supposed staff member told Mrs Stevens to use her card reader to stop money being taken out of her account. When she logged on to her internet banking, it appeared that money had already started to be moved, so she did as she was instructed.

NatWest at first refused to reimburse her losses on the grounds that she authorised the transaction.

The mum of four, who is undergoing chemotherapy for secondary breast cancer, was told she would not receive a refund and that she would be liable to pay back £14,000 of overdraft money plus interest and charges.

But after YourMoney.com got in touch, NatWest u-turned on its decision.

A NatWest spokesperson said: “We sympathise with Mr and Mrs Stevens who have been the victim of a scam and appreciate that this has been a very distressing experience for them. We take our responsibilities to preventing fraud and scams very seriously.

“We have undertaken a further review of this case and will issue the customer with a full refund (including all interest and charges) based on this review and information received.”

When Mrs Stevens asked the caller to verify he was from NatWest, she was told to compare the number on her phone with the number on the back of her debit card and on the bank’s website and the numbers matched. The scammer also read out some of Mrs Steven’s recent debit card activity.

In an initial letter to Mrs Stevens, NatWest said: “Fraudsters use number spoofing software, which in turn, a phone will interpret as a genuine text or call from NatWest. Whilst I note that you are concerned, I hope you can understand that the Bank did not make this call to you and are not responsible for it in any way. The issue is with the way smart phones are designed.”

The bank also said £14,502 leaving her account did not raise any red flags because “it is not unusual for customers to move funds from their accounts”.

Mrs Stevens said: “I felt physically sick when I found out how much had been taken from my accounts and that I’d be liable for it all. I always thought I was fairly savvy. I asked the caller to verify they were from NatWest and they had all the legitimate answers. I’m so relieved this has all been resolved.”

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

ISAs: your back-to-basics guide for 2018/19

Here’s everything you need to know to make the most of your unused ISA allowance ahead of the 5 April deadli...

A guide to Sharia savings accounts

A number of Sharia savings products have upped their game in recent months, beating more familiar competitors ...

Five ways to get on the property ladder without the Bank of Mum and Dad

A report suggests the Bank of Mum and Dad is running low on funds. Fortunately, there are other options for st...

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Having a baby and your finances: seven top tips

We’re guessing the Duchess of Cambridge won’t be fretting about maternity pay or whether she’ll still be...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co...

Money Tips of the Week

  • RT @procopywriters: Self-employed workers lose an annual average of twenty days chasing unpaid invoices. As the growth of the #freelance la…
  • RT @procopywriters: Self-employed workers lose an annual average of twenty days chasing unpaid invoices. As the growth of the #freelance la…
  • RT @procopywriters: Self-employed workers lose an annual average of twenty days chasing unpaid invoices. As the growth of the #freelance la…

Read previous post:
Government unveils strict landlord rules for electrical safety

Landlords offering private rental accommodation will have to comply with new rules for electrical inspections, or face ‘tough financial penalties’...

Close