2004 Dennis Case
From Phantom
Key Facts
| Amount stolen | £920 |
| Number of Withdrawals | 4 |
| ATM Locations | Unknown - Bank refused to disclose locations (believed to be within Manchester) |
| Issuing Bank | Sainsbury's Bank |
| Acquiring Bank(s) | Unknown |
| Card Type | ATM card for Sainsbury's Bank Savings Account |
| Withdrawal time period | 4 days |
| Days from theft to discovery | 2 days |
| Card theft involved | No |
| Level of customer action | Telephone contact with bank, report to police, claim form and letter |
| PIN Status | Original PIN - approx 5 years old, no written record of PIN kept |
| Outcome | Resolved. Customer satisfied with refund, but seeks acknowledgement that he was not negligent, and evidence of proper investigation of thefts. |
Case Details
- Customer made phone contact initially with bank to report the withdrawals
- bank stated that money could only be withdrawn with card and PIN, and implied that PIN must have been disclosed and card used by third party.
- Police were contacted, who gave an incident number but stated that the bank was the victim, thus gave customer no information as to whether the police had investigated the theft.
- Customer completed Cash Dispenser Claim Form, with covering letter (15/3/04), as form was designed for card theft.
- Cusomter received letter from bank (22/3/04) stating that the form had been "..passed to the appropriate department for investigation.".
- Customer recevied second letter from bank (25/3/04) reiterating that "security measures in-built to the cash dispenser system ensure that transactions can only be effected when a cashcard is used in conjunction with the corresponding PIN.. ...bank stands by these features and therefore cannot accept any liability for the disputed withdrawals."
- The bank later made an 'ex-gratia' payment for the full loss, £920.
