I recently had a problem with my NT debit card and wanted to give a heads-up to the posters here. I went to check my balance on my debit card via the NT site and saw that a few dimes were missing.
It turns out that someone had stolen money from my debit card and transferred it via EFT to a bank account. The card was not completely emptied but my guess is that this was a step one move that if it had succeeded they would have come back for another helping and another.
I worked with someone at NT who stepped up and took control of the situation. This guy handled the situation very well. He was professional and kept in touch despite not having very many answers for me. It appeared to me that his sole objective over the last week was to get my money back and that he did. Keep in mind that I can be a PITA to deal with for customer service people but from the beginning, he took over from the lower level customer service person and spoke with me honestly, openly, and professionally; well before I had an opportunity to blow my stack regarding my missing money.
The situation is not over. I still do not have an explanation of how the money was stolen and I do have plenty of concerns. It appears that the problem was on FSV's side and not NT's side since the money was taken from the card and the transfer was done on their end. There could be an FSV side to the story but my only contact is with NT and the exaplanation makes sense. They are investigating the details of the transfer to find the culprit(s).
A few final points:
-Always monitor your funds.
-Never keep an amount in any place other than a bank, safe deposit box, etc. that you are not willing to lose. This was a decent sum of money and I would have been VERY upset to lose it BUT the financial loss would not have impacted my life in any way shape or form.
-NT and my contact there showed a level of professionalism and customer service that was completely unexpected. Don't get me wrong, I'm VERY pissed but I expected a MAJOR nightmare dealing with these people since I've had a few prior conversations with customer service people there and they were not pleasant. I guess the more senior people there know a few things.
This situation has me spooked on so many levels as I have too much to lose unrealted to a few bucks missing from a card. Now that security as it relates to my account has been compromised, I'm more concerned about security in general as it relates to NT and FSV as they have a ton of personal information on me and on all account holders that could be significantly more valuable than several dimes left in some electronic account.
It turns out that someone had stolen money from my debit card and transferred it via EFT to a bank account. The card was not completely emptied but my guess is that this was a step one move that if it had succeeded they would have come back for another helping and another.
I worked with someone at NT who stepped up and took control of the situation. This guy handled the situation very well. He was professional and kept in touch despite not having very many answers for me. It appeared to me that his sole objective over the last week was to get my money back and that he did. Keep in mind that I can be a PITA to deal with for customer service people but from the beginning, he took over from the lower level customer service person and spoke with me honestly, openly, and professionally; well before I had an opportunity to blow my stack regarding my missing money.
The situation is not over. I still do not have an explanation of how the money was stolen and I do have plenty of concerns. It appears that the problem was on FSV's side and not NT's side since the money was taken from the card and the transfer was done on their end. There could be an FSV side to the story but my only contact is with NT and the exaplanation makes sense. They are investigating the details of the transfer to find the culprit(s).
A few final points:
-Always monitor your funds.
-Never keep an amount in any place other than a bank, safe deposit box, etc. that you are not willing to lose. This was a decent sum of money and I would have been VERY upset to lose it BUT the financial loss would not have impacted my life in any way shape or form.
-NT and my contact there showed a level of professionalism and customer service that was completely unexpected. Don't get me wrong, I'm VERY pissed but I expected a MAJOR nightmare dealing with these people since I've had a few prior conversations with customer service people there and they were not pleasant. I guess the more senior people there know a few things.
This situation has me spooked on so many levels as I have too much to lose unrealted to a few bucks missing from a card. Now that security as it relates to my account has been compromised, I'm more concerned about security in general as it relates to NT and FSV as they have a ton of personal information on me and on all account holders that could be significantly more valuable than several dimes left in some electronic account.
