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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to ask what to do now? The bank have given my details to abusive ex...

423 replies

AnchorDownDeepBreath · 14/03/2019 11:25

I made a complaint to the bank a few months ago that they had allowed an abusive ex-partner to open an account in my name and run up debt. Three weeks later, they were still allowing him to use the account (according to my credit file) and I complained again.

Today I messaged them to ask what was taking so long. They've just called and confirmed that they sent a letter, including all the allegations, to his address. An address that I have never lived at. The letter contains my new mobile number, at least, and possibly my new address.

He was very violent. He hit me when we broke up. I had to get the police involved and be escorted to work and home again for a while, had to work odd hours, he waited for me outside anywhere he thought I might be. I had to go into a refuge for a while and get a new number. It took months for me to feel calm that he didn't know where I was. I was treated for intense PTSD, and situational anxiety.

They knew this. I was explicit about this, and they knew it, and have detailed in the letter that they know they can only use certain contact details for me...

The bank complaints handler has apologised and said they will call back today as soon as possible. He shut down and wouldn't tell me any more.

What do I do now? I don't want to keep running, to live in fear again. It cost a lot to deal with it last time, there's a lot of inconvenience... I can't believe they've messed it up. I'm so scared he'll turn up here.

OP posts:
Al2O3 · 14/03/2019 13:27

Don't go on social media. That is counter productive.

Set out everything in writing addressed to the CEO or the board of directors. Be clear on the remedy you seek and send the letter by Royal Mail next day delivery to the head office. Just keep it between you and that level within the bank. I guarantee you will have results within 24 hours.

diddl · 14/03/2019 13:32

That is so shocking it's almost incredible.

How did he even manage to open an account in a name other than his own?

15 working days, 2nd class stamps-they're just not taking it seriously, are they?

coconutpie · 14/03/2019 13:34

This is a very serious breach under GDPR. I would do as others have suggested and complain to everybody you can. Call up and demand to speak to their Data Protection Officer also. I'm shocked that this kind of thing has happened to so many. It's completely unacceptable.

Mammylamb · 14/03/2019 13:34

As a lot of the other people have already said; contact Police, Data Protection officer at Barclays and the ICO. This is a dreadful breach of your personal data

mangolover · 14/03/2019 13:35

You need to log this as a breech if your GDPR op. There are very very serious consequences for such.

MumW · 14/03/2019 13:46

They probably can't actually send you a copy of a letter sent to him, as that would also be a data breach I think.
Probably not, but it's ok for them to allow ex to open accounts in OP's name. How the hell can that happen?

The safety of OP is paramount at this point, althougn I fail to see how the bamk can rectify this. However, the bank shouldn't be allowed to side step the fact that they allowed an account to be opened in a false name or that they failed to shut it down immediately it came to light.

Flowers
OhLookHeKickedTheBall · 14/03/2019 13:55

They probably can't actually send you a copy of a letter sent to him, as that would also be a data breach I think.
I believe they can so long as they redact any data belonging to him. Or belonging to the supposed account holder.

NotStayingIn · 14/03/2019 14:14

OP I'm so sorry, what a nightmare.

A data protection breach is a huge deal and I'm amazed that clown you spoke to was so casual about it. I agree with everyone else, officially complain.

www.gov.uk/data-protection/make-a-complaint

The government has a very easy to understand section on their website about what you need to do, with contact details for the relevant organisations.

StormTreader · 14/03/2019 14:44

I had a bank ignore me on 3 separate occasions about sending me texts for someone elses account, a GDPR breach complaint to the financial ombudsmun got their actual attention very quickly.

Original poster
AnchorDownDeepBreath · 14/03/2019 15:32

Thank you all for the replies Thanks

The police have been here for two hours now, they are doing a risk assessment and now trying to speak to Barclays and Royal Mail.

I've emailed the CEO of Barclays (thank you to the person who put his email above!). No response yet. I'll send the same email as a letter as soon as the police have gone.

Then onto the ICO and my MP etc, I guess. Still nothing else from Barclays. I can't quite believe that they have been so blasé about this... I suspect I'm going to be advised not to be at home for a few days until the police have a better idea of his reaction.

I'd quite like to go to work and try and take my mind off this a bit, but they understandably aren't keen.

OP posts:
GreenFingersWouldBeHandy · 14/03/2019 15:44

Good news that the police are there, taking it seriously and doing risk assessment.

Well done for coordinating such a lot all ready; the main thing now that you've started the ball rolling is to ensure that you're safe.

You can unleash hell later; it's on record that you took action straight away.

DarlingNikita · 14/03/2019 15:56

All seems to be going well, then. Good on you OP.

OutInTheCountry · 14/03/2019 16:06

That's awful. I'd do all the things suggested here. Do you use Twitter? If you google fraud 'head of fraud barclays' you'll see a LinkedIn account and can easily find the personal twitter account. I would DM her a link to this thread. I'm sure you could find more. I would also contact Woman's Hour and You and Yours on Radio 4. This happens too often, they will get some-one killed!

I'm really sorry this has happened to you but I'd make a big of a stink as possible.

little0miss0mac · 14/03/2019 16:08

Also worth knowing that a data breach must be reported to the ICO within 72 hours of them becoming aware of it. That includes the weekend.
So, if this is not resolved immediately, there's an additional avenue with Barclays DPO - check they've done it correctly.

Happynow001 · 14/03/2019 16:14

Did the police advise you to close your account and move to a completely different bank OP? If so I'd see if the new bank can handle the transfer of your standing orders, direct debits etc unless you want to do this yourself? And of course give your company the new bank details. It's been a while since I changed banks so I'm unsure of what the process is.

I'm sorry this is happening to you OP and that you are able to get a swift resolution.

kittens876 · 14/03/2019 16:25

I’m so sorry you are going through this. What a monumental F up! All my love x And complain to Everyone! This is really serious! Might be an idea to try and find out who at the bank let him Open the account also! As they clearly are Rubbish! Stay safe xxx

NotStayingIn · 14/03/2019 16:31

So glad the police is taking it seriously and helping you. Good on you OP for handling it so well! Flowers

DGRossetti · 14/03/2019 16:36

The police have been here for two hours now, they are doing a risk assessment and now trying to speak to Barclays and Royal Mail.

Trying to speak to ... ???????

NiceNewShiny · 14/03/2019 16:42

This is terrible. I'm glad to see the police are treating it seriously.

It might be a bit pessimistic but I bet the bank with just apologise, blame human error and give you a little compensation.... but not actually give a monkies. 😡

DGRossetti · 14/03/2019 16:59

It might be a bit pessimistic but I bet the bank with just apologise, blame human error and give you a little compensation.

The OP would need to demonstrate a financial loss first.

Magenta82 · 14/03/2019 17:06

The OP would need to demonstrate a financial loss first.

Being advised by the police to leave her home for a few days causes a financial loss.

Being unable to go to work because of the stress of the situation causes a financial loss.

The above two are best case scenario losses.

Kennehora · 14/03/2019 17:17

This reply has been deleted

Message withdrawn at poster's request.

catinboots99 · 14/03/2019 17:53

That's appalling. Complain to the ICO

catinboots99 · 14/03/2019 17:53

ico.org.uk/for-organisations/report-a-breach/

MumUnderTheMoon · 14/03/2019 19:33

You need to get a lawyer involved. Surely this is a major breach of privacy laws.