DISGUSTED: John and Jeffery Stevens, of Casino, intend to go to the NSW Ombudsman to complain about NAB after Jeffery’s cancelled debit card still had money withdrawn from it.
DISGUSTED: John and Jeffery Stevens, of Casino, intend to go to the NSW Ombudsman to complain about NAB after Jeffery’s cancelled debit card still had money withdrawn from it. Marc Stapelberg

Teen loses $1050 after bank fails to cancel lost card

A SERIES of unfortunate events has led to $1050 being taken from a Casino teenager's bank account, using a card he had cancelled, and now his bank won't take responsibility.

On April 9, Jeffrey Stevens, 19, realised his bank card had gone missing, and so he and his father, John, headed straight to the Casino NAB branch to cancel the card, and to the police station to fill in a report about the missing item.

They thought that was the end of it, but they were wrong.

The following day, $500 was withdrawn from Jeffrey's account, using the bank card which had supposedly been cancelled by the bank teller the daybefore.

Again the father and son headed to the bank to sort out the issue, with the bank then admitting fault and stating they would repay the money before again cancelling the card.

A whole week later, on April 16, another $550 was withdrawn from Jeffrey's account. Another trip to the bank saw the bank again admit fault and overdraft $550 to Jeffrey's account with the promise to pay back the other $500 in the next few days.

They also finally cancelled the card.

However, soon after, the family heard from NAB saying they were not at fault because obviously someone else had access to Jeffrey's account and that's how they got the money - despite the fact the card was meant to be cancelled a full day before the first withdrawal.

Then, on Thursday when Jeffrey received his pay check of nearly $400, it was instantly taken out of his account by the bank, in repayment for the $550 they had given him for their mistake.

This was a huge blow for Jeffrey, who has been saving for a car, Mr Stevens said.

"It was a bank error; they should be responsible for their mistake, not my son," he said.

A NAB spokesperson said: "NAB cannot discuss the details of individual customers.

"However, our customers trust us to keep their money safe and if a fraud is committed on their accounts, we will refund them 100%."

Safe banking tips

  • When creating PINs or passwords, don't use your birth date, phone number, pet names, your name, or names or birth dates of family members
  • Make PINs longer than four digits if possible
  • Make passwords longer than eight letters and digits if possible
  • Don't share any personal information
  • Don't access internet banking from public computers

SOURCE: Australian Federal Police



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