2004 Hardy Case

Key Facts

Amount stolen	£1090
Number of Withdrawals	6
ATM Locations	Becontree Rd. and Forest Rd., London (unconfirmed)
Issuing Bank	Barclays
Acquiring Bank(s)	Unknown
Card Type	Delta Card
Withdrawal time period	3 days
Days from theft to discovery	3 days
Card theft involved	No
Level of customer action	Telephone Call, Report form filled and sent
PIN Status	Original PIN, used for more than 5 years
Outcome	Resolved.

Customer used ATM in Worthing on 17th Dec 2004, tried to withdraw GBP80.
ATM did not dispense money and took a long time to return card.
Customer noticed three days later that GBP80 had been withdrawn even though it was not returned to him, and contacted Barclays by telephone, asking for explanation.
Customer states he was reassured that it was simply a problem with that ATM, he should not worry, and that he should take no further action.
Customer checked account again on 1st Jan 2005, and observed 6 withdrawals from ATMs in London, totalling GBP 1090.
Customer immediately called Barclays, but had to call two further times before ATM fraud form was sent to him.
Customer filled out this form and returned to Barclays, who said they would respond by 4th February.
Barclays then refunded the total in full on approximately 19th January, comfortably within their promised period of investigation.