AIBU - potential fraud on Nutmeg ISA

[ohmydays20]

Pretty worried - have had a Nutmeg ISA for a few years now, never withdrawn anything from it.

Went online today and saw that there are partial details for an account number and sort code - last 4 digits and 2 digits respectively. Don't recognise those as any accounts I have.

I called up, passed all their security checks, explained my concerns and asked for the full account number and sort code. They refused to give it to me. Just told me the name of the bank. I've spent the best part of the day on the phone to them, spoke to three different people at Nutmeg all refusing to give me what is apparently my own financial information despite passing the security checks.

Decided to go into my bank this afternoon to see if they recognised the details and whether I ever had any account ending with those digits, including any dormant or deleted accounts. They did a check and said no which has made me even more worried.

Have just emailed a complaint to Nutmeg and a SAR but am feeling very frustrated that they are not taking the potential issue of fraud and identity theft seriously and have been reallly obstructive and am also wondering whose account details are actually on there.

Is there anything else I should be doing? I might have to wait 8 weeks to have this resolved apparently.

bump

I think you need to allow them time to investigate. If then you aren’t happy you can make a formal complaint to the regulator but you’d need to evidence that you followed nutmeg complaints procedure first. Hopefully they will resolve it before that’s necessary.

what do you mean "there are partial details"
where?
doing what?
As income/outgoings? In the list of payees?
I don't understand what you're saying.

Where have you seen this info? I've got an account - I can have a look if I can see something similar and might be able to put your mind at rest - feel free to PM me if you don't want to post here

Sorry, I went into my ISA as I wanted to withdraw some funds; first time since I opened it several years ago.

It says the funds will be deposited in a bank account I gave when I set it up and it gives you the last 4 digits of the account number and the last 2 of the sort code.

The problem is I don't recognise those numbers; they don't match any accounts I have. When I asked for the full account number and sort code they refused to give it to me as it was against their security policy.

Did you tell them you believe you have been a victim of identity theft?

Yes they seemed extremely unbothered. Hence raising it as a formal complaint and trying to get to the bottom of this.

okay yeah that sounds dodgy then.
I've got an ISA where you can only deposit/withdraw to/from a specific account but it's obviously one I've set up myself (and is in my name).
Agree the fact they aren't worried is a bit concerning - presumably it would have been very easy for you to have just clicked 'withdraw' without double checking the details, because who would have thought they could change?