My mum's bank account has been emptied, any advice/experience, please.

[Aimsmum]

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Okay, first things first. It should take TWO WEEKS for the bank to sort this out. They are being rotten to say otherwise. Basically their fraud dept will need to investigate. She does need to fill in the form but after that she should badger them relentlessly.

The machine was probably tampered with.

Happening more and more these days you know. I'm assuming they have stopped her card and are reissuing it - remind her to not change her new pin back to her old one as well.

see here

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WTF are they doing???? Of COURSE they need to give her a new card, with a NEW number. Otherwise how the hell are they planning to stop them using it again. What a pile of stinky do-dah!!!

Their rules state:

THEFT, LOSS OR MISUSE OF CREDIT CARD
If your credit card is lost, stolen or misused by someone without your permission, you may have to pay up to £0 of any loss to Halifax plc. If it is misused with your permission you will probably be liable for ALL losses. You will not be liable to Halifax plc for losses which take place after you have told Halifax plc about the theft, etc as long as you confirm this in writing within seven days.

Which means they MUST give the money back.

Agree bank need to pull their fingers out and live up to their own policies. But I'd also report it to the police myself, which might encourage the bank to get moving.

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No. The law changed and now you only have to report it to the bank, not the police. She must be a bit shaken up, poor thing, it's horrible to have this happen to you.

I would suggest you kick off a bit at the bank and ask for details of their complaints procedure to encourage them to work a bit faster to sort things too.

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Mention the Banking Ombudsman to the branch - that might chivvy them up a bit.

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does she have a good account with the bank? the might give her an overdraft to cover her until it's all sorted.

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someone paid for a holiday with DH's bank account

Lloyds refunded the money within two days. Had to fill in a fraud form and that was it.

It was about a grand too.

Hope it gets sorted soon.

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