Yesterday someone used my debit card fraudulently online - I saw the transaction straight away and flew into action. I think I was panicking a bit so I’m actually not 100% sure of what happened in what order. I think I tried the online chat first and that seemed slow so I rang the bank and was put on hold to await a second operative after briefly speaking to someone. I felt this was slow too so I think I cancelled the card online. I know I cancelled it anyway.
Next thing I know, someone phones from the bank and asks about the fraud. To cut a long story short, I’m still not sure whether that actually was a legitimate call from the bank. They were asking certain security questions and also seemed to know stuff about me - but in the end I hung up because I was freaked out.
I immediately rang the bank myself. They said they couldn’t be sure it wasn’t another department (fraud rather than general customer services) who phoned - but I am very unsure now and I can’t fully remember what I told them. I know they asked for certain characters (eg third and seventh characters from password) but I actually couldn’t remember them so couldn’t give them even if I’d wanted to. I then logged onto online banking and there had been no issues with my accounts and the bank said no one had tried to access my account. I changed my password (had to re-register and use a one-time passcode) and PIN anyway and continued monitoring all evening.
Basically continued to worry myself sick all night and this morning rang the bank again and explained I was still worried about security because the caller had known my customer number. I asked for a new customer number. So they duly uninstalled my online banking and I re-registered.
My worry now is that in their follow-up email they say that if you’ve been a victim of fraud you’re more likely to be a victim again. But what else can I do? I’ve literally got a new customer ID, new PIN and password and am awaiting a new debit card. Am I still at increased risk?!
I still feel physically sick about it. I am struggling massively with this feeling of being under attack. Please be gentle.