Last year, my family and I made the move from the US to London for an exciting and prestigious job opportunity. In preparation for our new life, I opened a bank account at Barclays in November and deposited £1,000.
Unfortunately, even before I received my debit card and pin at our west London address, an unknown person had already drained the account of its £1,000. This individual made five separate ATM withdrawals in south London. I was completely unaware of these fraudulent actions while I was in Edinburgh.
To compound the issue, the thief managed to create an online banking account in my name. Although the exact timing is unknown, Barclays notified me of attempted fraudulent accounts in my name in the US.
Despite weeks of delays, the Barclays fraud team concluded that they were unable to reimburse me due to a lack of evidence regarding the compromise of my account. A fraud specialist at the bank stated, “Unfortunately, as I am unable to evidence how the compromise has happened, I am unable to agree with your complaint.”
Frustrated by this response, I escalated the matter to the Financial Ombudsman Service. Shockingly, Barclays accused me of attempting to defraud them in their defense. Although I have appealed, the ombudsman has so far ruled in favor of Barclays.
While the amount of money involved is not substantial, I am deeply upset by the theft itself, the disorganized fraud investigation, and the unjust conclusion that I am the criminal. Barclays has refused to provide access to CCTV footage of the ATM withdrawals and has shown a lack of timeliness and courtesy throughout the process. What would you recommend in this situation?
CI, London
It seems that this type of fraud is not uncommon, but regardless, you have been treated poorly by both Barclays and the Financial Ombudsman Service, who seemingly took the bank’s side without a thorough investigation.
The most likely scenario is that the card and pin were stolen before reaching your home, allowing the perpetrator to empty your account.
Upon bringing your case to Barclays’ attention and highlighting the background of your relocation to the UK, they have had a change of heart. The bank has now offered to refund your £1,000, provide 8% interest on the remaining balance since the theft, and compensate you with £200 for the mistreatment you experienced.
We hope the remainder of your stay in the UK goes smoothly.
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