BU has updated the following submission at the request of a BU family member who wishes to remain anonymous.
Why have none of the banks who had their ATM’s compromised over the weekend notified their customers in an official capacity – whether it be a statement via media or using our contact details (phone or e-mail) – and give them some indication of when they will be getting their stolen monies back?
People are going to the bank themselves to report the matter, and we are given forms (a standard dispute form more or less) to fill out by a bank rep, and then we are being told to go to the police station to report the matter (which we did). The police are only able to take your complaint and tell you that the matter is being investigated.
Due to the number of people affected by this crime, a special customer service desk should be set up promptly at all the banks with one or more staff members (probably someone more senior than junior) to deal specifically and ONLY with this matter. It is almost like business as normal at the bank, you go in to report that your money was stolen and you more or less have to wait like everyone else. You have to deal with an overwhelmed customer services rep who is being bombarded with numerous complaints and doing the best he/she can to assist, but is obviously overwhelmed by the nature and capacity of it all (not their fault). Some people had virtually everything stolen and only have $20 left on their accounts.
The investigation I am told could take weeks, and then what?
When are the victims of this crime going to get their money bank? Someone who works in law enforcement in the UK told me that when this type of crime occurs over there (and it does fairly regularly) the bank gives you your money back in 48 hours.
All I heard so far is a bank official tell the media that they are aware of the crime and it is being investigated and they are treating the matter seriously, but they are not panicking. We are not asking anyone to panic, but some of us do need our money back sooner rather than later because we have responsibilities and bills to pay.
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