Bank Mistake - Cash Deposited Into Account

[WetWashing22]

A sum of money was deposited into account by a bank (ie not a transfer from a person's account, but the bank itself). The person who recieved the money called said bank to try to find out where it had come from, check if someone had fraudulently taken out a loan in their name, etc. Said bank has no record of the person's name, address, DOB etc. No account in their name.

Bank's customer service told person to email their fraud team and explain situation. No response.

What should that person do next? Seems to be a mistake by the bank, rather than a fraud attempt, but the person has tried to rectify to no avail. It's an online bank, so no branches etc.

How can the bank say there's no account in the person's name if they literally have an account? I'm confused

I would just hang on to it for the time being. Just make sure all communication with the bank has been logged

Put the money to one side and don't spend it, and wait for the bank to call back. After a few weeks, put it in writing that you have the money and see if that generates a response.

The deposit is from a bank that the person does not have an account with, for example, having money from Monzo (who you have no account with) paid into your HSBC account.

Wait until the fraud the do respond, or try them again, and keep the money but don't do anything with it because they'll probably demand it back unless they put in writing "it's yours".

I'd advise the recipient carefully checks their credit history, in case there has been a fraudulent credit application. Although this seems unlikely, it is certainly possible.

The recipient must be careful not to spend the money - dishonestly retaining a wrongful credit is fraud. Ensure all communications with the bank are done in writing, or if by phone, followed up with an email confirmation.

Thanks, all that has been done so far. Wondered if there was a length of time where the recipient could legally keep the money (if proven that they've told the bank etc) - wishful thinking I'm sure!

I would try these guys www.financial-ombudsman.org.uk/