Are you absolutely sure that the PIN was not written down anywhere or was not an easily recognizable PIN? eg, 0000 or 9999 or a date of birth?
Was your pin number easy to guess?
It's very tough, but you can see it from the bank's point of view. He had the pin. They can't refund you those transactions.
Did you use the card and pin anywhere in the hotel? Is it possible the person who took it is a staff member?
Brendan I am 100% sure my pin was not written down anywhere. I have the same pin with 12 years and it is not an easy one to guess either. I understand that this is not the banks fault but it's a fraudulent case, is it not?
I am not holding hope we will get reimbursed. I called the financial ombudsman and they unfortunately said that because it is fraud they cannot get involved. It's a matter for the garda. .....
Of course the bank is at fault. They want rid of cash handling costs, they want rid of face-to-face customers, they want automated transactions and processes. That being the case, let them invest in systems that protect their customers from loss. The banks are the ones driving change here so they have the responsibility to make client money safe.
Simple things like the real-time detection and flagging of unusual patterns of spending or cash withdrawals with the banks' security department are easily implemented. Biometric testing of the card-holder / customer at terminals is now affordable (lap-tops from IBM/Lenovo have had this feature for years, new model iPhones have it now) via finger-print or eye-scan is a must. There is a drive for contactless payment systems with NO PIN required - who owns responsibility for security on these systems?
Chip n pin was heralded as the greatest security invention since the lock and key yet it is simple to circumvent. Shoulder surfing or hacking ATM terminals to install video cameras or skimming devices are now common-place activities yet the banks refuse to accept that they are the simplest means of stealing money and won't approach Siemens-Nixdorf or other suppliers to improve security at cash-machine or terminal lobbies.
The banks want profits to increase - IMO they cannot do this by simply removing costs and doing a Pontius Pilate when "security systems" fail or were never there to begin with.
The Ombudsman will only get involved once the bank's complaints process has been exhausted and I'm not sure if they deal with frauds. You should ask the bank for a copy of their complaints procedures and then respond and state the facts.
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