2004 Phillips Case

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Key Facts

Amount stolen £450
Number of Withdrawals 3
ATM Locations Natwest Bank Stratford CSB 3; Lloyds Bank, Highbury corner, N7
Issuing Bank Barclays Bank
Acquiring Bank(s) Natwest Bank , Lloyds Bank
Card Type Barclays connect card (Visa Delta)
Withdrawal time period 30 minutes
Days from theft to discovery 12 hours
Card theft involved No
Level of customer action Multiple telephone inquiries
PIN Status Original PIN, unchanged since issue c. 1990
Outcome Unresolved. Customer seeking reimbursement from bank

Case Details

  • Customer used Lloyds cash machine in Highbury corner N7 at about 21:30.
  • Then tried to withdraw cash from another machine the following morning, and was informed my account had exceeded its daily withdrawal limit.
  • Customer checked online banking account to discover that £450 had been withdrawn without his knowledge from a Natwest ATM in Stratford.
  • Customer contacted Barclays lost and stolen service who put a stop on the card, and was then transferred to telephone banking who checked my account and where able to tell me the time of the withdrawals (23:36 £100 followed by £50, 00:10 £300).
  • Customer claimed he was in a nightclub in Highbury at the time of the phantom withdrawals, not far from the ATM Lloyds ATM he used earlier.
  • Customer was told to to phone back during the week and ask to be put through to their fraud department to contest the withdrawals.
  • Customer then contacted Barclaycard Card Protection who stated that as I still had the card there was nothing they could do for me.
  • He then contacted local police to report the crime.
  • They wanted a statement from my bank before they would do anything. Customer felt that Barclays didn't seem bothered that a skimming scam had occurred potentially affecting more of their customers, and also felt the police were also unconcerned about his report of a fraud on an ATM machine.
  • Customer contacted Barclays again on Monday 10/05/04, and spoke to his local branch who contacted the fraud department.
  • Customer expects to receive a document from fraud department shortly to fell out and send back, after which he hopes to be fully reimbursed for the loss.
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