2004 Bolton Case

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Key Facts

Amount stolen £170
Number of Withdrawals 1
ATM Locations Astley Bridge, Bolton, Lancs
Issuing Bank Royal Bank of Scotland
Acquiring Bank(s) Royal Bank of Scotland
Card Type Cashline only card, on joint current account
Withdrawal time period 1 day
Days from theft to discovery 5 days
Card theft involved No
Level of customer action Verbal report by phone, written report, appeal for reinvestigation
PIN Status Original PIN. Not written down, PIN mailer shredded after examination.
Outcome Resolved.

Case Details

  • Customer's bank statement arrived on the 22nd Oct, showing a withdrawal by ATM of GBP170, taking the account to the limit of agreed overdraft.
  • The withdrawal dated Sunday the 17th Oct on issue card number 4, on husbands card of joint account.
  • Customer rang RBS call centre and reported it, and had card cancelled.
  • Card has never left husband's possesion.
  • Visit to RBS local branch on Monday morning, giving report, they checked and found withdrawal happened in RBS ATM in village outside Bolton at 7.40pm on 17th Oct, when husband, customer and son were all here in house.
  • No other transactions were disputed.
  • Husband last used the card on Friday 15th Oct at the ATM outside nearby Tesco (this was only ATM at which he states he uses his card.
  • Bank asked for crime number, police issued a pre-printed note, saying it is up to bank to report it as it is really a crime against them, not us.
  • Completed fraud forms with bank. RBS replied after investigation saying that the patern of taking a balance prior to the withdrawal indicates it is not fraudulent, but done by a person who wishes to draw without it being noticed.
  • Customer states that RBS imply (though denying implication) that customer has drawn the cash or lent the card to a third party.
  • Customer has written back to them asking them to reinvestigate, received no reply.
  • After three weeks, customer contacted local paper, which printed a half-page story.
  • Paper contacted RBS press office for comment, no specific response known.
  • On about 10th Dec customer received letter from RBS saying they would refund the full amount minus a GBP50 excess which bank states customer is liable for.
  • Customer plans to write again asking for refund of the excess too.
  • Case basically resolved.
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