£900 gone to cryptocurrency company-bank won't refund

[SeriousAlligator]

My partner had two separate amounts go missing from her bank account over a short period of time, to a 'cryptocurrency' company. The bank will not refund. I've written three letters to them advising they're breaking their own policies by not refunding this money (using quotes from their own complaints policy website) as it is an unusual transaction, an unusual amount of money, at 0200 so an unusual time, etc etc.

All their responses have been along the lines of that the transaction required a pin for her internet banking to have been inputted-therefore they think my partner paid this money and is lying.

£900 is a lot of money to anyone, and I just think it is absolutely disgusting. Ombudsman is the next step I guess. Anyone ever been successful with this sort of thing, any advice?

I had a similar thing happen when my card was 'cloned' or such but my bank blocked most of the transactions and refunded me for the ones they hadn't, no problem! I just can't believe how obtuse her bank are being. She's been with them for 20 years!

Thats a good idea. However you've reminded me tht I've seen screenshots of her emails to coinbase explaining the situation, which makes it less likely that she's done this herself on purpose.
Thanks For everyone's help. I'll respnd again later (I work nights and it has gone a bit busier now).

Also I'm not sure what my stance is relationship wise if she told me this and it is a lie. :(

It sounds like she really believes she hasnt donenit if she's showing you everything?

How long have you been together?

It really does. I really don't think she'd knowingly do this but I'm also not completely naive and i know humans are strange.

2 years. But she's something of a closed book in many ways. Not to th point I think she'd do this however.

could her account have been hacked, with funds going to the hacker's Coinbase account?

could she have thought she invested with someone else, taking "advice" from someone?

also, why has she told you? If she invested and regrets it, surely sending you off on a wild goose chase won't help?

personally I would let her handle it otherwise how will she learn? Half of adulting is money related.

The third sentence is what is giving me puzzlement of course. If she had done this purposely it would make little sense to get me involved at will.

On the rest, I am not sure. The bank are saying the transaction required two step authentication so that is why they think it was her.
Yes I guess it could have been that she's made a mistake but again, why ask me to do this if so?

Thank you so much for that, I am beginning to get a clearer picture of what goes on.

The night it happened, we were camping with some of her family and friends. We were both asleep in our tent and it was 02:00. I guess not impossible that someone could have sneaked in and done this on her 'phone but for what motive?

The liklihood of this happening is 0

What impact does this have on you?

GylesBrandrethNewJumper

True.

AgnesNaismith It doesn't really finance-wise, we don't cohabit-I guess the only impact on me is the stress/time of trying to sort it out when I am already busy, and feeling upset about it for her, but talk about first world problems. I am glad I posted here, people are very knowledgeable. I need to scrub up on my knowledge of this sort of thing.

Sorry to suggest this OP but is she maybe hoping that by involving her you might end up feeling sorry for her over this "injustice' and bailing her out a bit financially? Presumably if one amount is larger than 900 this is around £2k or more in total so however it's happened, I'm guessing she feels stressed and is potentially struggling with bills?

Apologies if I were unclear, the total amount was £900. Still a lot of money of course.

She lives with her parents so isn't concerned about bills-however I am financially a lot more stable than she is. You do have me wondering now.

How well do you know the friends you went camping with? Is it possible one of them took your girlfriend's phone for the evening/overnight and did this?

I'm sorry OP but this. I've used coinbase, they are legit and their security is very tight. You have to verify yourself with photo ID. To log in you get a text and email sent simultaneously with codes that you have 30 seconds to enter, and they send verification codes to confirm your bank account when you add it. They really have thought of it all. Your bank clearly agrees.

Is it possible that even though th transaction went through at 0200, verification had taken place before? I just cannot see bluer being awake at that time.

Being, not 'bluer'. Autocorrect is a strange animal.

Why are you involved if it's on her account? I mean, if she's lying how do you know about the transaction at all?

I'd back off on this. There's a good reason she's not getting on the phone to the bank or going in to the branch to discuss it. Who would ever think that sending letters in the post is the best way to quickly resolve fraud on their account?She knows she hasn't been scammed.

I don't know why she's lied to you about it though. It's difficult to imagine what the motivation might be. Maybe panicked regret at taking a risk that might not pay off.

He's mentioned several times that she asked him to help and get involved. It's only a two page thread!!

She’s lying

Why not?

We can all see that, but I think the point is that you don't quickly solve problems like fraudulent activity on your bank account by putting letters in the post. The girlfriend would get on the phone or into the branch regardless of the fact that she's not good at writing letters, if she truly thought she'd had £900 stolen from her that is.

Go use my banking app I have to use my finger print.

Cryptocurrency isn't regulated by the FCA in the UK so that's probably why your GFs bank doesn't think that any compensation is due.

www.fca.org.uk/news/statements/fca-reminds-consumers-risks-investing-cryptoassets

Either your GF is lying or has been incredibly naive.

Maybe it's Cionbase and not Coinbase