Documented Phantom Withdrawals

Munden Case Case Number 1 Sep '92 - Jul '96 Resolved	Amount stolen : £460 Number of Withdrawals : 6 ATM Locations : Cambridge, Newmarket Issuing Bank : Halifax plc. , UK Acquiring Bank(s) : Halifax, UK Card Type : Halifax UK Current Account card Withdrawal time period : Uncertain Days between intial theft and discovery : Uncertain Card theft involved : No Level of customer action : Court, Appeal Details : Munden persistently disputed the transactions, Halifax reported potential fraud, Crown Prosecution Service commenced criminal prosecution. Munden convicted in '94, then freed after appeal in '96. Report on hearings from midway through case is here. Report after end of appeal is here. PIN Status : Unknown Outcome : Resolved. Neither party seeking further action.
Opel Case Case Number 2 Jan 2001 - Jan 2004 Resolved	Amount stolen : DEM2100 Number of Withdrawals : 2 ATM Locations : Munich, DE Issuing Bank : Santander Bank Acquiring Bank(s) : Münchner Bank EG, Rotkreuzplatz Card Type : VISA Credit Card Withdrawal time period : 10 minutes Days between intial theft and discovery : 3 hours Card theft involved : Yes Level of customer action : Court Details : Opel's wallet was stolen, and transactions appeared a few hours before he discovered the theft. The bank initially refunded the sum, but a month later reinstated the debt. Opel went to court in late 2001 and lost. A recent appeal also failed. Opel has site describing his experiences http://www.kreditkartendiebe.de/. PIN Status : Changed after Issue (unconfirmed) Outcome : Resolved. Court did not find in favour of Opel.
Colthurst Case Case Number 3 Sep 2001 - Dec 2001 Resolved	Amount stolen : £3,800 Number of Withdrawals : 25 ATM Locations : London (unconfirmed) Issuing Bank : Unknown Acquiring Bank(s) : Unknown Card Type : Switch Withdrawal time period : Unknown Days between intial theft and discovery : Unknown Card theft involved : No Level of customer action : Legal advice, formal & informal complaints to bank Details : Customer complained after £3000 stolen. Bank reissued new card and PIN, customer took legal advice, then repeatedly complained to the bank. Another £800 stolen. Customer closed account after withdrawing up to overdraft limit, and continued complaints. Bank refunded money and provided small compensation. PIN Status : Changed after Issue and Original (card reissued during thefts) Outcome : Resolved. Customer refunded and given £100 compensation
Adams Case Case Number 4 May 2002 - Present Unresolved	Amount stolen : R25,000 (South African Rand) Number of Withdrawals : 17 ATM Locations : South Africa Issuing Bank : First National Bank of South Africa Acquiring Bank(s) : Unspecified Saswitch ATMs Card Type : Current Account (unconfirmed) Withdrawal time period : 17 days Days between intial theft and discovery : 17 days Card theft involved : No Level of customer action : Complaint to bank, Criminal Investigation Details : Adams noticed low bank balance, complained to bank. Bank advised her to change PIN and Adams did so. Thefts continued until balance exhausted. Media report here. PIN Status : Unknown Outcome : Unresolved. Police investigating theft.
Wallace Case Case Number 5 Nov 2001 - Present Unresolved	Amount stolen : IR-Pound 5,050 Number of Withdrawals : 20 ATM Locations : South Dublin, North Wicklow (adjoining counties) Issuing Bank : Ulster Bank (aka NatWest/RBS) Acquiring Bank(s) : Various Card Type : Current Account ATM card Withdrawal time period : 30 days Days between intial theft and discovery : On receipt of statement Card theft involved : No Level of customer action : Possible court action Details : Customer disputed 20 withdrawals after being told he was overdrawn and requesting a detailed statement. Bank claimed withdrawals must have been made by him; he claimed he was not in the area, and his card was not stolen. New as of Dec '03 : Bank threatening legal action. PIN Status : Original PIN as issued (PIN cannot be changed) Outcome : Unresolved.
Singh Case Case Number 6 Mar 2000 - Mar 2004 Resolved	Amount stolen : R607,000 (South African Rand) (=GBP55,000) Number of Withdrawals : 190 ATM Locations : Russell Square, Kings Cross, Knightsbridge, London UK Issuing Bank : Diners Club South Africa Acquiring Bank(s) : Various Card Type : Chargecard Withdrawal time period : 2 days Days between intial theft and discovery : 72 hours Card theft involved : No Level of customer action : Civil court action by DCSA to recover monies Details : One of four similar cases where phantom withdrawals were made on a South African Diner's Club card over a weekend in central London. Singh denied involvement in the withdrawals and was sued by DCSA for recovery of the disputed sum. Many relevant legal documents from the case were made available at http://www.cryptome.org/citi-ban.htm and some further notes are here. PIN Status : Original PIN as issued shortly before thefts (PIN cannot be changed) Outcome : Resolved. High Court of SA in Durban ruled in favour of Diner's Club SA. Appeal was rejected.
Butterly Case Case Number 7 Sep 2003 Resolved	Amount stolen : GBP430 Number of Withdrawals : 2 ATM Locations : Kilburn, London, UK Issuing Bank : Natwest Acquiring Bank(s) : Barclays, Halifax Card Type : Debit Card Withdrawal time period : 1 hour Days between intial theft and discovery : 24 hours Card theft involved : No Level of customer action : Verbal complaint by customer, followed up by letter Details :Details to follow. PIN Status :Unknown Outcome : Resolved. Natwest refunded the amount in full within a week.
Lloyd Case Case Number 8 Late 2003 Resolved	Amount stolen : GBP409.26 Number of Withdrawals : 7 ATM Locations : 131 Ostrovskehi 6, Prague, and Andel, Vyst. Zensk, Prague Issuing Bank : HSBC, UK Acquiring Bank(s) : Unknown Card Type : Debit Card Withdrawal time period : 1 day Days between intial theft and discovery : 3 days Card theft involved : Yes Level of customer action : Written complaint Details : Victim was on holiday from UK in Prague, had card stolen 30 minutes after leaving hotel; the card had not been used in that country. Subsequently, aprox GBP400 was withdrawn. After initial complaint, bank investigated for 6 weeks, then agreed to refund the amount by which the account had gone into the red as a result of the theft. Victim sent a letter of complaint, quoting HSBC terms and conditions, arguing that these made it clear that HSBC were liable for the unauthorised withdrawals unless they could show that victim had not taken "reasonable care" with the PIN. The letter also quoted research into security of ATM systems by Mike Bond. About 3 days later, the bank declared they had made a mistake calculating the refund they intended to supply, and agreed to reimburse the full amount. PIN Status : Issued c. 1986, never changed, never written down Outcome : Resolved. Customer reimbursed.
Gibson Case Case Number 9 25/10/2003 Resolved	Amount stolen : GBP250 Number of Withdrawals : 1 ATM Locations : Oxford Street, London, UK Issuing Bank : Royal Bank of Scotland Acquiring Bank(s) : HSBC Card Type : Debit card for current account Withdrawal time period : 1 day Days between intial theft and discovery : 1 day Card theft involved : No Level of customer action : Telephone Complaints Details : Victim used ATM during evening in London. Companion observed several people loitering at ATM, and upon discussion victim remarked that card had gone into ATM slot unusually slowly. Suspicious, victim checked balance next day, and discovered withdrawal. Bank advised him to get crime reference number from police station, police refused as he gave no evidence that a physical crime had been committed. Victim then had to specifically request bank to cancel his card. Victim was contacted 3 weeks later and interviewed by bank staff, and filled out bank fraud report form. Bank refunded disputed amount in full after a further 2 weeks. This phantom withdrawal is likely linked with a spate of "lebanese loop" and "shoulder surfing" attacks that took place at the time. PIN Status : 1 year old, changed shortly after issue, never written down Outcome : Resolved. Customer reimbursed.
Dennis Case Case Number 10 March 2004 Resolved	Amount stolen : GBP920 Number of Withdrawals : 4 ATM Locations : Unknown - Bank refused to disclose locations (believed to be within Manchester) Issuing Bank : Sainsbury's Bank Acquiring Bank(s) : Unknown Card Type : ATM card for Sainsbury's Bank Savings Account Withdrawal time period : 4 days Days between intial theft and discovery : 2 days Card theft involved : No Level of customer action : Telephone contact with bank, report to police, claim form and letter Details : Customer made phone contact initially with bank to report the withdrawals: bank stated that money could only be withdrawn with card and PIN, and implied that PIN must have been disclosed and card used by third party. Police were contacted, who gave an incident number but stated that the bank was the victim, thus gave customer no information as to whether the police had investigated the theft. Customer completed Cash Dispenser Claim Form, with covering letter (15/3/04), as form was designed for card theft. Cusomter received letter from bank (22/3/04) stating that the form had been "..passed to the appropriate department for investigation.". Customer recevied second letter from bank (25/3/04) reiterating that "security measures in-built to the cash dispenser system ensure that transactions can only be effected when a cashcard is used in conjunction ith the corresponding PIN.. ...bank stands by these features and therefore cannot accept any liability for the disputed withdrawals." The bank then made an 'ex-gratia' payment for the full loss, £920. PIN Status : Original PIN - approx 5 years old, no written record of PIN kept Outcome : Resolved. Customer satisfied with refund, but seeks acknowledgement that he was not negligent, and evidence of proper investigation of thefts.
Phillips Case Case Number 11 May 2004 Unresolved	Amount stolen : GBP450 Number of Withdrawals : 3 ATM Locations : Natwest Bank Stratford CSB 3; Lloyds Bank, Highbury corner, N7 Issuing Bank : Barclays Bank Acquiring Bank(s) : Natwest Bank , Lloyds Bank Card Type : Barclays connect card (Visa Delta) Withdrawal time period : 30 minutes Days between intial theft and discovery : 12 hours Card theft involved : No Level of customer action : Multiple telephone inquiries Details : Customer used Lloyds cash machine in Highbury corner N7 at about 21:30. Then tried to withdraw cash from another machine the following morning, and was informed my account had exceeded its daily withdrawal limit. Customer checked online banking account to discover that £450 had been withdrawn without his knowledge from a Natwest ATM in Stratford. Customer contacted Barclays lost and stolen service who put a stop on the card, and was then transferred to telephone banking who checked my account and where able to tell me the time of the withdrawals (23:36 £100 followed by £50, 00:10 £300). Customer claimed he was in a nightclub in Highbury at the time of the phantom withdrawals, not far from the ATM Lloyds ATM he used earlier. Customer was told to to phone back during the week and ask to be put through to their fraud department to contest the withdrawals. Customer then contacted Barclaycard Card Protection who stated that as I still had the card there was nothing they could do for me. He then contacted local police to report the crime. They wanted a statement from my bank before they would do anything. Customer felt that Barclays didn't seem bothered that a skimming scam had occurred potentially affecting more of their customers, and also felt the police were also unconcerned about his report of a fraud on an ATM machine. Customer contacted Barclays again on Monday 10/05/04, and spoke to his local branch who contacted the fraud department. Customer expects to receive a document from fraud department shortly to fell out and send back, after which he hopes to be fully reimbursed for the loss. PIN Status : Original PIN, unchanged since issue c. 1990 Outcome : Unresolved. Customer seeking reimbursement from bank.
Anon1 Case Case Number 12 14/05/04 Resolved	Amount stolen : GBP500 Number of Withdrawals : 1 ATM Locations : Unknown Issuing Bank : Natwest Acquiring Bank(s) Unknown: Card Type : Debit (Switch), Natwest Current Account Withdrawal time period : 1 days Days between intial theft and discovery : 0 days Card theft involved : Yes Level of customer action : Police report and Correspondence with bank Details : Customer had purse stolen from handbag between 2130 and 0045 on 14th May in busy restaurant in West London. Customer phoned Amex card protection service telling them of theft, expecting them to request cancellation of stolen cards. Customer contacted Natwest 0900 next morning to check on account, and was told GBP500 had been withdrawn via an ATM. Natwest asked if card should be cancelled (it appeared Amex never instructed a cancellation of that card), customer accepted. Customer filled out form at Police Station, and took it in to Natwest on 17th May. Customer was told money would be refunded in aprox two weeks. Upon collecting new card several days later customer enquired on progress, and was again assured money would be refunded, and that cases such as this were very common. On 29th May, customer received letter refusing to refund money, claiming that either customer had told someone her PIN, or had not taken reasonable steps to keep PIN secure. Customer continued correspondence with bank. Eventually, in discussion with bank manager customer argued that her financial situation was sufficiently healthy that she had no motivation for fraud. Customer states that bank manager reccommended to fraud dept that full reimbursment. Approximately three months after original withdrawal, reimbursement was made. PIN Status : Original PIN issued, never changed. Never written down. Outcome : Resolved. Customer reimbursed.
Balfe Case Case Number 13 02/08/2004 Resolved	Amount stolen : GBP 770 Number of Withdrawals : 3 ATM Locations : Enfield GBP 170, Lea Bridge GBP 300, Lea Bridge GBP 300 Issuing Bank : Halifax Acquiring Bank(s) : Unknown Card Type : Switch Card, Halifax Current Account Withdrawal time period : 3 days Days between intial theft and discovery : 3 days Card theft involved : No Level of customer action : Reports made to bank and police; ATM dispute form filled Details : Customer withdrew GBP130 on Fri July 23rd (his payday). Later that day, a further GBP 170 was withdrawn by an unknown party, reaching the maximum daily withdrawal limit of GBP 300/day. Two subsequent phantom withdrawals of GBP 300 each were made on Saturday 24th, and early on Sunday 25th. Customer noticed the defecit when using an ATM later on the Sunday morning. Customer claims card never left his possession, and did not disclose PIN to anyone, and was not in the vicinity of any of the phantom withdrawal sites. Customer phoned Halifax customer services on Sunday, and was told to go into a branch to fill out an ATM dispute form. On arriving at Richmond branch of Halifax, customer was told he needed a crime number from the police, which took the rest of the day to receive. Customer notes that Halifax customer services neglected to mention this via telephone on Sunday, causing unnecessary delay for him on Monday. On submitting completed form, customer was told to wait for the results of an investigation by head office, taking up to four weeks. Six weeks later, customer had received no response, and on contacting the bank was told they were still investigating. Subsequently, customer received new card and PIN, and was reimbursed in full by the Halifax, though notes there was little explanation. PIN Status : Original PIN Outcome : Resolved. Customer reimbursed.
Bolton Case Case Number 14 17/10/04 Resolved	Amount stolen : GBP170 Number of Withdrawals : 1 ATM Locations : Astley Bridge, Bolton, Lancs Issuing Bank : Royal Bank of Scotland Acquiring Bank(s) : Royal Bank of Scotland Card Type : Cashline only card, on joint current account Withdrawal time period : 1 day Days between intial theft and discovery : 5 days Card theft involved : No Level of customer action : Verbal report by phone, written report, appeal for reinvestigation Details : Customer's bank statement arrived on the 22nd Oct, showing a withdrawal by ATM of GBP170, taking the account to the limit of agreed overdraft. The withdrawal dated Sunday the 17th Oct on issue card number 4, on husbands card of joint account. Customer rang RBS call centre and reported it, and had card cancelled. Card has never left husband's possesion. Visit to RBS local branch on Monday morning, giving report, they checked and found withdrawal happened in RBS ATM in village outside Bolton at 7.40pm on 17th Oct, when husband, customer and son were all here in house. No other transactions were disputed. Husband last used the card on Friday 15th Oct at the ATM outside nearby Tesco (this was only ATM at which he states he uses his card. Bank asked for crime number, police issued a pre-printed note, saying it is up to bank to report it as it is really a crime against them, not us. Completed fraud forms with bank. RBS replied after investigation saying that the patern of taking a balance prior to the withdrawal indicates it is not fraudulent, but done by a person who wishes to draw without it being noticed. Customer states that RBS imply (though denying implication) that customer has drawn the cash or lent the card to a third party. Customer has written back to them asking them to reinvestigate, received no reply. After three weeks, customer contacted local paper, which printed a half-page story. Paper contacted RBS press office for comment, no specific response known. On about 10th Dec customer received letter from RBS saying they would refund the full amount minus a GBP50 excess which bank states customer is liable for. Customer plans to write again asking for refund of the excess too. Case basically resolved. PIN Status : Original PIN. Not written down, PIN mailer shredded after examination. Outcome : Resolved.
Staniforth Case Case Number 15 14/08/04 Resolved	Amount stolen : GBP100 Number of Withdrawals : 1 ATM Locations : Luton Issuing Bank : Alliance and Leicester Acquiring Bank(s) : Unknown Card Type : Card for joint current account Withdrawal time period : 1 day Days between intial theft and discovery : 4 hours Card theft involved : Yes Level of customer action : Police report, Telephone enquiries to bank Details : Customer used card at a local shop at 0847 on 14th August 2004. Discovered card missing about four hours later when about to make another transaction. Reported loss to bank, and discovered from them that GBP100 had been withdrawn from ATM about 2 miles away from shop where first transaction made, at about 1100. Customer reported theft to Luton police by phone. Issuing bank, Alliance and Leicester sent ATM fraud dispute form, customer filled it out and treturned it. Bank replied in letter stating that perpetrators must have used customer's PIN, therefore customer must be involved. Customer replied stating that PIN had nvery been written down, and that she had not even told her husband her PIN. Police investigation was started, and customer states officer in charge was also "mystified as to how withdrawals were made without PIN". Customer tried to reclaim loss from insurers, but insurers said that if the bank thinks customer has been negligent, they would not reimburse either. Finally customer wrote to bank arguing case one more time. Bank decided to refund half the sum (GBP50) and waive penalty charges that resulted from customers account going overdrawn. PIN Status : PIN not written down. Outcome : Resolved. Customer and bank split loss 50/50
Hardy Case Case Number 16 17/12/04 Resolved	Amount stolen : GBP 1090 Number of Withdrawals : 6 ATM Locations : Becontree Rd. and Forest Rd., London (unconfirmed) Issuing Bank : Barclays Acquiring Bank(s) : Unknown Card Type : Delta Card Withdrawal time period : 3 days Days between intial theft and discovery : 3 days Card theft involved : No Level of customer action : Telephone Call, Report form filled and sent Details : Customer used ATM in Worthing on 17th Dec 2004, tried to withdraw GBP80. ATM did not dispense money and took a long time to return card. Customer noticed three days later that GBP80 had been withdrawn even though it was not returned to him, and contacted Barclays by telephone, asking for explanation. Customer states he was reassured that it was simply a problem with that ATM, he should not worry, and that he should take no further action. Customer checked account again on 1st Jan 2005, and observed 6 withdrawals from ATMs in London, totalling GBP 1090. Customer immediately called Barclays, but had to call two further times before ATM fraud form was sent to him. Customer filled out this form and returned to Barclays, who said they would respond by 4th February. Barclays then refunded the total in full on approximately 19th January, comfortably within their promised period of investigation. PIN Status : Original PIN, used for more than 5 years Outcome : Resolved.
Camm Case Case Number 17 24/10/04 Unresolved	Amount stolen : GBP500 Number of Withdrawals : 2 ATM Locations : Unknown Issuing Bank : Abbey National. Acquiring Bank(s) : Unknown. Card Type : Current Account Withdrawal time period : One pair of withdrawals. Days between intial theft and discovery : 1 day Card theft involved : Yes Level of customer action : Telephone conversations with bank. Details : Customer left handbag in car overnight on Sun 24th Oct 04. Car door was forced and handbag stolen. Loss of handbag discovered at noon the next day. Customer's husband phoned Abbey National, was informed that two withdrawals each of GBP250 had been made, and that card was cancelled. Customer cancelled other cards as well. Customer reported theft to police, then went to local bank branch next day. Customer was told reimbursement would be quite fast and basically just a formality. Customer's husband pointed out that wife refused to use ATMs, and only used card as a debit card, and did not even know the PIN as she had destroyed it when first issued. Customer was refused refund and told that she must have made PIN available to thief. Customer states that a friend who had once worked in a bank fraud department argued with the bank on her behalf by telephone but the bank later claimed no recollection of the conversation. Customer has still not been reimbursed. Further details on this case to follow. PIN Status : Original PIN destroyed after issue and never used Outcome : Unresolved.
O'Flaherty Case Case Number 18 16/12/04 Resolved	Amount stolen : GBP490 Number of Withdrawals : 4 ATM Locations : 2 ATMs, One Falls road and one Texaco RVH, Falls road, West Belfast Issuing Bank : First Trust (part of Allied Irish Banks) Acquiring Bank(s) : First Trust, Northern Bank Card Type : Visa Debit Withdrawal time period : 24 hours Days between intial theft and discovery : 2 days Card theft involved : No Level of customer action : Written correspondence with bank. Police report Details : More details to follow shortly. Visit the customer's own site describing his experiences at http://www.bursttrust.co.uk PIN Status : Original Outcome : Resolved. Customer refunded in full
Fomfer Case Case Number 19 15/12/04 Resolved	Amount stolen : USD 200 Number of Withdrawals : 1 ATM Locations : 4400 Route 23, New York, USA Issuing Bank : Bank of America Acquiring Bank(s) : ATM Provider to College Campus Card Type : Checking Account (unconfirmed) Withdrawal time period : 1 days Days between intial theft and discovery : 4 days Card theft involved : No Level of customer action : Enquiry to bank Details : Customer made a withdrawal for USD20 from an ATM on a college campus, Route 23 in New York. Checking his account online a few days later he noted a withdrawal on the same day at the same machine for USD200, which he notes is exactly 10 times more than the legitimate withdrawal he made. He notes that Bank of America requires him to use his ATM PIN for online banking, but also that it is much longer than a conventional four digit PIN. He also notes that the campus building containing the ATM is closed in the evening. Customer raised complaint with bank, and was given a provisional refund of full amount three days later. Call-center employee seemed to think this transaction was probably due to a malfunction. About a month later, the bank sent a letter confirming that the refund was permanent. Customer stated he was very satisfied with the service he had received from the bank in dealing with this incident. It seems this incident is this site's first recorded case which can be explained by an ATM malfunction. PIN Status : Customer chosen PIN, considerably longer than 4 digits Outcome : Resolved. Customer refunded in full.
Graham Case Case Number 20 06/08/04 Unresolved	Amount stolen : GBP 6,850 Number of Withdrawals : 130 ATM Locations : Lloyds TSB, 1 Claremont Road, surbiton Link (HSBC) St Leonard's Road, Thames ditton Link 90/100 Brighton road, Surbiton (Petrol Station possibly HSBC ATM) Link (HSBC) I Victoria Road, Surbiton Link (Barclays) 10 Victoria road, Surbiton Issuing Bank : Lloyds TSB Acquiring Bank(s) : Lloyds TSB, HSBC, Barclays Card Type : Debit Card for Current Account Withdrawal time period : 5 months Days between intial theft and discovery : 105 days (6th Aug- 24th Nov) Card theft involved : No (see details though) Level of customer action : Bank enquiries, written and in person. Police report. Details : Customer holds joint account at Lloyds TSB. Customer checked joint account online on 24th November 2004, and spotted several ATM withdrawals on same day. Customer contacted husband to ask if he had explanation for withdrawals, then realised they were on her own card. On studying past statements in detail, customer discovered many small ATM transactions, often less than GBP50, dating back to 6th August 2004. Customer telephoned bank, and visited nearest branch to provide statements with disputed withdrawals marked. The customer's card had actually been lost during early November, well after the disputed transactions had started, but this was not seen as security significant, and a replacement card was issued with the same PIN. Customer cancelled this card immediately after discovery of the fraud, when reporting the disputed transactions. Customer was re-issued with a new card, and a new corresponding PIN. Customer checks account again in late December, and finds that the withdrawal pattern has not ceased, and further withdrawals had been made against her husband's card. At this stage both account holders went in person to bank and demanded cancellation of cards, and banning of ATM transactions on replacement cards. Customer made repeated enquiries to bank as to progress of their investigation over the subsequent months, and demanded police investigation. A CID police officer visited customer in late January, and informed customer that bank believes that she or her husband were responsible for the withdrawals. Police officer ascertained that CCTV footage was available for some of the ATMs used, however the bank released the footage without time codes, making it next to useless. Fraud department from bank interviewed customer by phone on 11th Feb, and customer states she was informed that the withdrawals must have been made by 'someone who resides at the premises'. Customer states that bank did not directly accuse her of fraud, and insisted that the PIN could not have been compromised any other way. Customer since made repeated requests to view the CCTV footage, which have been denied by the bank, who claim that only the police are authorised to investigate, and that the police are no longer actively pursuing this case. Customer has now contacted the Independent Banking Advisory Service who are acting on her behalf. PIN Status : Original PIN issued in 2001, shared between joint account holders. Outcome : Unresolved.
Sexton Case Case Number 21 25/10/05 Unresolved	Amount stolen : GBP 200 Number of Withdrawals : 1 ATM Locations : As yet Unknown Issuing Bank : Natwest plc Acquiring Bank(s) : Natwest (unconfirmed) Card Type : Solo Debit Card Withdrawal time period : Single withdrawal Days between intial theft and discovery : 4 days Card theft involved : No Level of customer action : Telephone enquiries, police report, written correspondence Details : Customer checked his account online on the morning of Saturday 29 October 2005, noticed that he had only GBP40.00 remaining in his account after what he described as a pretty thrifty week. The customer observed a strange transaction on Tuesday 25th October, which was not processed until the next day - indicating an overnight transaction. The customer called the bank and was tol that it was probably not a fraud, and may have been an ATM error. Customer went to nearest branch that day and was told to file a police report, which he did at the next opportunity, the following Sunday. He then took the police report to NatWest on the next Tuesday. On 12th November customer received a letter saying that he was liable for the transaction, as it was carried out using his card and PIN. Customer still in correspondence with bank. PIN Status : Changed after Issue Outcome :Unresolved
Template Case Case Number X 01/01/01 Unresolved	Amount stolen : X,000 Number of Withdrawals : X ATM Locations : Location 1, City ; Location 2, City Issuing Bank : Alpha bank inc. Acquiring Bank(s) : Beta bank inc. , Gamma bank inc. Card Type : Credit / Switch Card, Bank and Account Type Withdrawal time period : X days Days between intial theft and discovery : X days Card theft involved : Yes / No Level of customer action : No Action / Verbal Inquiry / Court / Appeal Details : This is the template for phantom withdrawals. PIN Status : Original PIN / Changed after Issue / Recently Changed Outcome : Resolved / Unresolved.