Why didn’t Barclays stop 56 suspect withdrawals as thieves raided my late sister’s bank account for £18,000?
Around 56 unauthorised cash withdrawals totalling more than £18,000 were made from my late sister’s Barclays account from July 2018 to April 2019.
All the transactions occurred at Barclays ATMs, with three £300 withdrawals made in one day.
We know my sister didn’t take the money because she was disabled, had significant health issues, including osteoporosis, asthma and arthritis and was in hospital for weeks at a time.
Card shark: A thief managed to swipe more than £18,000 from a back account belonging to one reader’s late sister without Barclays raising an eyebrow
We think her neighbour stole the card while she was in hospital.
He had a key to her house and knew her Pin as he often helped her with shopping. My sister was vulnerable and frightened of this neighbour so was reluctant to tell the police.
By the time we did, the ATM records were no longer available and the neighbour did not confess when questioned.
I cannot understand why Barclays did not block these transactions or contact her to check. We raised it with Barclays in April, just before my sister died of Covid-19, but haven’t had a satisfactory response.
I. K., Nottingham.
This terribly sad situation would have put immense stress on your sister in her final years when she was already in ill health.
Barclays says the ATM withdrawals were made using a valid Pin so it had no reason to suspect they were fraudulent – despite them being out of line with your sister’s usual spending habits.
You and your brother only discovered the suspicious transactions after taking your sister’s post, including bank statements, to the hospital.
You asked if she had made these withdrawals and she said no.
When you suggested going to the police you say she burst into tears because she did not want to cause trouble with the man upstairs.
When you complained to Barclays in April, the bank wrote back and said that it would investigate.
But you have heard nothing since despite sending many more emails and letters.
Following my intervention, Barclays has now recognised the payments amounting to £18,490 as fraud and returned the money to your family.
The bank says it had tried to contact your brother for more details but had not received a response. A Barclays spokesman says: ‘This is a tragic case of fraud by a trusted individual.
‘After our investigation concluded Miss C was in vulnerable circumstances when the fraud took place, we have credited Miss C’s estate with the full amount stolen from her account.’
The hinge or latch on my back bedroom window broke during the first lockdown and I could not close it.
I pay £145 for home insurance with Anglian, which should cover this sort of issue.
After emailing twice in July I only received an automated response stating it had logged the fault and would be in touch.
I understand the pandemic has disrupted businesses but I really need the problem fixed.
A. C., Solihull.
You were understandably concerned about the security of your home. Yet after contacting Anglian, it took two weeks to investigate.
Finally, the insurer responded to say the firm had been closed for 17 weeks over lockdown. I’m unsure why staff couldn’t work from home as so many others have.
The insurer said that it had attempted to contact you to arrange a service visit but had not been able to reach you.
However, you say you that didn’t hear anything from Anglian until after I made contact.
Anglian arranged a service appointment and says it has now been resolved. But it was disappointing the insurer would not agreed to pay compensation for the delay or even just waive your £30 excess as a goodwill gesture.
A spokesman says: ‘The temporary closure impacted our normal service levels and we ask that our customers appreciate that this was outside of our control.’