h2g2 The Hitchhiker's Guide to the Galaxy: Earth Edition

I phoned the Fraud Department's Customer Service number this afternoon. First they couldn't find an account with my sort code and account number. When they did find the claim for my account, I was told it was scheduled to be investigated today - nearly 2 weeks after I reported the fraud. They'll investigate and post a form for me to sign and return. That should happen today or tomorrow. Some investigation!

Assuming the form goes out first class, I'll get it on Wednesday - if I'm lucky. Even if I return it the same day, it will be Thursday before they get it back, and probably Friday before I get my money back. That's 2.5 weeks from the time I reported the fraud.

I understand that banks are supposed to deal with fraud claims within a week. My bank says they have a backlog. If that many customers are falling victim to ID theft, maybe the problem's with the bank, not the customers.

How frustrating. A letter to Watchdog pending, perhaps?

Can you give us a clue which bank it is?

They try to give you eXtra. Does that help?

Actually, I've just had a call from them. (I only caught the call because I'd gone inside to put some clean stuff away.) The transactions weren't done with a cloned debit card. They were done via 'Secure' Online Banking. Somebody had managed to access my online profile, change my registered email address and change my password. If it's that easy to change somebody's 'Secure Online Banking' profile, it doesn't strike me as very secure. The email adress has now been changed and I've been given a new password.

I'm wondering if I can un-register from the online banking service. If I'm going to get this kind of problem then (a) it's not very secure and (b) it's not worth the hassle.

Oh, and the form is going in the post today. When I receive it, I have to mark all the fraudulent transactions, sign it and return it. It will then be about another week (yes, 1 week) before I get the money back. So that will make over three weeks between report and re-imbursement.

Don't you have a separate list of TANs that you have to enter whenever you make an online transaction? That's how mine works. I have a sheet of 100 numbers, and it tells me to enter, say, number 089. If I don't enter the right one, it requests again. After the third wrong number is entered the online banking facility is suspended.

I'd definitely write to the head office and maybe the banking ombudsman to complain about the length of time this is taking.

Some of the problem may have been my own fault. I applied for Online Banking some time ago, but never completed the process. Consequently the access may not have been as secure as it should have been. I've re-registered and there are now 5 different security questions, any one of which could be asked at logon or when somebody tries to change my details. The chances of anybody knowing all the answers is pretty remote. Even hubby wouldn't know them all.

While I was re-registering, I checked they had the right phone numbers. The home phone number was correct, but I didn't recognise the mobile number. It's not one of mine (I've had several over the years) and it doesn't belong to anybody I know. I phoned the fraud department and told them about it. They'll be using it in their investigation and they'll be checking whether it crops up in any other investigations.

I did try the number, after I'd got off the phone to the fraud department. It ran twice, then the ringing changed. It sounded like the call had been diverted, possibly to prevent tracing. Or maybe I'm just paranoid.

Forgot to mention. I got the form yesterday, filled it in and sent it back. I was told it will take about a week for the money to be reimbursed. So that will make 3.5 weeks from the date of reporting it.

At least I can check the account online now.