NatWest suspends Get Cash app

Woman on mobile phone
Image caption NatWest's mobile app allows customers to withdraw money from a cash machine without a bank card

NatWest bank has suspended a mobile phone application which lets customers withdraw cash without a debit card.

Radio 4's Money Box programme revealed that some customers had been defrauded of hundreds of pounds by thieves using the Get Cash system.

Two listeners said they were told the service was being withdrawn when they contacted NatWest.

But the bank says Get Cash is being suspended for a "planned update" which is reducing the daily limit allowed.

NatWest only recently launched Get Cash, along with another system called Emergency Cash, which involves calling a phone operator. Both systems generate a security code allowing customers to withdraw money from cash machines.

But one NatWest customer lost more than £900 when fraudsters stole his money via the Get Cash platform.

The NatWest advertisement publicising the cash machine security code system suggests if you have lost your card, you have no need to worry, and uses the slogan "helpful banking".

But Tim from London had a very different response from NatWest after he found that fraudsters had taken £950 from his account in August using a security code downloaded using a NatWest app.

The money disappeared in 11 cash machine withdrawals in just three days, each one not exceeding the £100 limit NatWest imposes per cardless cash machine withdrawal.

Tim had never heard of the Emergency Cash nor Get Cash systems and banks rarely discuss with customers how a fraud has been carried out, so when Tim phoned to report the fraud NatWest refused to tell him what had happened.

But his bank statement had "emergency cash" next to each transaction and in another call to the bank, Tim got some clarity, as he told Radio 4's Money Box programme: "She began to read my file aloud. She said you've been defrauded by an iPhone application for emergency cash. None of this I knew."

Refund refusal

Tim was registered for online banking, but not mobile banking, so he could not have used the app which was used to make the withdrawals.

And making 11 cash machine withdrawals in three days - six of which were in just one day - was not Tim's normal spending pattern.

NatWest quickly accepted he had not made the withdrawals, and Tim thought a refund would be straightforward.

But NatWest then accused him in a letter of giving his personal details to a fraudster via a phishing email: "Customers are required to keep their card details and Pin secure at all times. After taking the circumstances of the fraud into account, I am not in a position to refund the disputed transactions."

But although Tim has received such emails, he has never sent his banking details to anyone.

After Money Box contacted NatWest, it said it would refund Tim the £950 as a gesture of goodwill.

Security measures

But Tim says he still wants to know how a fraudster managed to sign up for mobile banking on his account, download the app, and carry out 11 cash machine withdrawals: "It's a huge liability which you don't actually know about. I had to find out what Emergency Cash was. I don't want it as a facility."

NatWest said it had strong security measures in place for its Emergency Cash and Get Cash withdrawal systems but admitted fraudsters had in some instances been able to withdraw money using both systems.

It said: "We are fully committed to the prevention of fraud and have stringent security procedures in place in this regard. The Get Cash app is only available through the mobile banking App, not as a standalone application.

"Enrolment for the app requires the customer to first register for online banking, then mobile banking and can then proceed to download the app for their mobile."

It said applicants for mobile banking, needed to supply a combination of card and personal details, and their online banking number.

A letter is then sent to the customer's home address alerting them to the fact that mobile banking has been activated.

Tim still does not know how fraudsters were able to obtain these details and NatWest will not tell him.

Dr Steven Murdoch, from Cambridge University's Computer Lab, believes any criminal who finds a way round the security - like the man who defrauded Tim - would be amply rewarded: "I'm sure a lot of fraudsters are thinking about using this application because it's now relatively easy for banks to identify fraudulent transactions and reverse them, even several days after they've happened.

"They can use it to get cash if that's what's going to make it a priority for them."

Money Box is broadcast on Saturdays at 12:00 GMT on BBC Radio 4 and repeated on Sundays at 21:00 BST.

You can listen again via the BBC iPlayer or by downloading Money Box podcast.

Have you had experience of the Emergency Cash system? Let us know your views

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