bank scam

[Maybenotthistime]

Hi,
Someone phoned us pretending to be the bank 3 weeks ago asking for information. We phoned our bank's fraud line and they checked, reset login details etc. Nothing happened for a week then our savings account was emptied, containing a few thousand pounds. We reported this to the bank the same day. They locked our bank account. So this is now 2 weeks that we can't access money, although we can use the account through PayPal. We have phoned a few times and they say they can't tell us anything as it's an ongoing investigation. They have not contacted us once.

This sounds very odd. When you rang them after the scam call did you ring the number on your card? In wondering if you weren't really speaking to your bank when you phoned the fraud line.
Did you reset your passwords yourself? It just seems strange that you apparently did all the right things but your money was still stolen.
I'd be phoning the bank and asking to speak to someone more senior and/or someone in the complaint department.

Thank you yes we phoned the fraud number and have each time. I am wondering if we need to visit a branch and speak to manager. Closest one is 30 miles away and only open weekdays but I am going to aim to do that.

I suspect the branch will say it’s not something they can help,with. Phone them before you go and see if it’s worth goin in in person.
I would preserve with the fraud line and escalate to a complaint if you still get blocked by the person you are speaking to.
if you put in a formal complaint and they don’t resolve the problem, then you will be able to take them to the financial ombudsman service for an independent review.
Can you phone the citizens advice for more help?

FYI did you give the fraudster your bank details?

there is a known scam where the fraudsters call you, then you get suspicious and hang up. but they keep the line open and when you call the bank, you actually get directed straight back to the fraudsters. So they get your bank details off you.

could that have happened?

https://www.theguardian.com/money/2014/jul/19/telephone-fraudsters-banks-response

I was wondering about this too.

Thank you I will look into all of this