ATM card stolen BEFORE we even received it...

All,

As some of you may know, my family and I just arrived about a month ago and we have been having issues with our flat since the previous tenants didn't pay their bill (http://talk.uk-yankee.com/index.php?topic=32314.new;topicseen#new). Today, we have been hit with another BIG issue.

My wife opened a savings account with Barclays about 2.5 weeks ago and she was told that the card will arrive within 5-10 business days (2 weeks). She didn't received the card after 2 weeks has passed, so she went to the branch and was again told that card is "...on the way.". Today, she checked out her savings account online and SOMEBODY has been withdrawing money out of her savings account via ATM and cleaner her out for more than GBP 3,000!

We quickly called Barclays Fraud team and they, AT FIRST, said that we're the one that has been withdrawing the money. WTH?? We didn't even have the card OR the PIN yet! Barclays said the card was sent via courier and the PIN was sent separately via regular mail. So from their tone, it seems that they have DOUBT that we were actually a fraud victim.

We pointed out to them that:
1) We NEVER received the card nor the PIN. We asked the courier name so we can trace on WHO has signed for the card and they said he doesn't know and I need to call back during the weekdays.
2) We told them to check the cameras on the ATM and they said it will "...take time..." since the money was drawn from different ATM's.
3) We asked them whether the card requires activation (just like credit card in the US) and they said "For Savings debit card, I am not sure...maybe not." Oooook... yes or no?

All in all, we asked them whether Barclays will reimburse the stolen money, given that we never received the card and this can be proven when we have traced the courier and they said "Maybe...it's up to the Fraud team." WTF?? Don't we have a compelling evidence we never have the card?

This reminds about a TV show whereby a reporter went undercover and secretly worked for a number of Barclay branches and call center and she reported that there were lots of frauds happening INTERNALLY. i.e. Barclays employees accessing customer accounts without customer or supervisor authorizations, moving customer accounts to another fee-based account without customers authorization, etc.

What's your take on this? Do you think Barclays will reimburse us or they think the story is not "compelling" enough?

Furthermore, which law enforcements agency (besides the Police) that we need to contact?

First it was the short-term flat, then it's the utilities in the permanent flat, and now this. I am jinxed in this country...

I am sure you will get your money back, once they check who signed for the card or what happened to it. I can't believe the bad luck you are having!

My husband works for a bank call centre and he says that most bank card fraud is either the customer lying or the customer's family members stealing money from them. 

My husband takes more time with potential frauds than most people in the call centre, because he finds them interesting.  Most people immediately pass them off to the Fraud Team.  However, I do know that there are certain files that the people on the floor don't have access too - so it is quite likely that only the Fraud Team has the ability to access the information on the courier. 

You have cancelled the card, right?  DH said that the regular call centre people are able to do that for you and, if the first guy refused, you should keep calling back until you get someone who will actually help you (he works with some real winners, so he feels your pain if you got a completely useless rep). 

He also said you can make a police report now, if you haven't already.

Lanwarrior drop me a pm, I've a feeling that I know what may have caused the problem, from memory you did open your account via FirstContact?

Lanwarrior, DO get in touch with grumpylad ASAP, he's a champion with financial help, I can't say enough about the help he has given me! 

Lanwarrior, I am so sorry to hear all of the trouble that you have had since you arrived. I just can't get over the red tape with the utilities (well yes I can, its not easy with customer service over here at times) and now this banking mess. I really hope that things settle soon and you guys can try to start enjoying life.

Keep us posted!

All,

Just spend the whole morning talking with Barclays CS and they've been giving me the run around! This is the status now:

Barclays Fraud Team said they will START the investigation AFTER I filled out a "Fraud Investigation" form, which will be sent out next week. The form is NOT available in any branch. I can't believe this! I know this is a long weekend, but it's unbelieavable that they don't have this form in the branch and they won't do anything until I sent the form. The crook is cleaning out my wife account on daily basis, even as of yesterday! They said the card has been put as "stolen", but we moved what little money we have remaining to another Barclays account, which seems to be safe at this moment, just as a pre-caution.

I asked about who is the courier that sent the card so we can trace it, and they said it's a company called Secure Mail Service (SMS). We called SMS and they said they have NO RECORD whatsoever for a delivery, past and present, to my address.

What the heck is wrong with Barclays?!!

We called the Police and they said "Nope, we don't take this type of report from an individual, the bank is the one that MUST report to the Police". I actually want this official  Police report so I can check the video camera in my apartment (see below)

I am thinking whether the PREVIOUS tenant still have access to my mailbox. NOt that I want to start blaming him, but given that the previous tenants didn't paid their bill and rent for NINE MONTHS, resulting in them evicted, I am wondering if this is something I need to investigate too. The only thing I can think of is to ask the Management Office to allow me see the video cameras that point to the mailbox room, but I think I need a Police  Report for this.

I spoke with a neighbour of mine and he said in the past 3 months, there have been many mail thefts that the residence start changing the mailbox key.

At this moment, we're really at lost at what to do next other than wait until the damn form shows up, since Barclays WILL NOT start any investigation until I have sent them the form.

I am fed up with Barclays now. Compared to my other bank account, NatWest, they CALLED me when I made a credit card purchase and wrote a check of over a GBP 200 and put a stop to each transactions! But above all, I am just pissed with the whole bureacracy of the situation.

Sorry if I sound like a rambling madman, but I've gone through hell for the past month and there was never a happy ending. Not to mention I am losing money, from the BT landline installation, pay-as-you-go cost (all the calls made and not being able to open monthly account), and now having my money taken out of our bank account!

Grumpylad, I sent a PM to you.

Everyone else, if you have any suggestion or advise, feel free to add to this thread or send me a PM.