My mother was a victim of a fraud and Barclays UK refuses to return the money
Hello guys, i am really in need of help. My mother is working in the UK, she has basic knowledge of the language , and recently someone stole from her account 4000 pounds. The transaction was made from her internet banking system. Before this, she received an sms from the bank stating : " thank you for changing your phone number" although she did not request that. At the time she was in medical leave at home, as she broke her leg. After going to the bank they refusedto give her a statement with the transaction/s. Now , after the bank investigation they said that she was the one that made the transaction and no refund is necessary. What is to do in this case? The bank did not inform her on nothing about the investigation , only that the transaction was made by her which is not true. She did not request to change her phone number or nothing. thank you in advance! The bank is Barclay's UK (London branch)
Posted Jun 4, 2019, 9:34 AM UTC
It's not the banks right to define what is fraud and what not. And it's certainly not their right to refuse you a transaction statement list of your own account.
First go to the police and make a report of what happened. That ensures that you have something official that proofs that you are not trying to scam the bank.
Then with that go to the bank and explain everything in peace. Don't get angry don't scream, it's not the front clerk's fault. Ideally you want to get to someone higher up that can actually decide to trigger fraud insurance for your case.