NatWest suspends bank app amid fraud fearsCustomers fall victim to Get Cash ATM fraud

11 October 2012

ID fraud - hand stealing ID documents

NatWest has suspended its Get Cash mobile phone application amid reports that some customers have had hundreds of pounds withdrawn by fraudsters.

Get Cash, which was available only through the bank's mobile banking app rather than as a standalone application, generates a unique security code. This allows customers to withdraw cash from an ATM without their debit card.

However, BBC Radio 4's Money Box programme discovered that some customers had fallen victim to fraudsters, losing thousands of pounds through the Get Cash app.

NatWest told the programme that it will refund customers and plans to increase the app's security level. However, it has so far been unable to fully explain how the fraud happened.

How to put in a bank ATM fraud claim

  • If you think you've fallen victim to cash machine fraud, contact your bank immediately.
  • If your bank refuses to pay out, use our to write to your bank.
  • If your bank still refuses to pay out following your complaint, you can take your case to the Financial Ombudsman Service (FOS) free of charge.
  • Check your credit report to make sure there are no fraudulent entries on your file. Read the Which? guide to checking your credit file for more detail.

Stay safe from online fraud

It's not just apps that could leave you vulnerable to fraud - the internet poses plenty of risks too. These tips should keep you safe on the internet:

  • View emails and calls with suspicion, regardless of the apparent name of the organisation contacting you. Don’t respond to any unsolicited 'phishing' emails/calls asking for bank details.
  • Avoid posting personal information on social networking websites like Facebook. Information like your email address, date of birth, phone number and more is useful to fraudsters. Check your privacy settings too.
  • Check that web addresses change from ‘http://’ to the more secure ‘https://’ when buying online.
  • Avoid using public wi-fi hotspots or shared computers when shopping online.
  • Install computer security software. Make sure it's updated regularly against newly developed threats. You can set software to update automatically for the duration of your subscription.
  • Choose strong passwords - different ones for different accounts - and don't write them down. Change them regularly too.

How safe is your bank's online banking service?

We've tested the online banking service offered by 12 leading banks and building societies. To find out how your bank performed in our test, visit our guide to online banking security.

And whether it's avoiding phishing scams, downloading free Rapport security software or keeping your anti-virus software up to date, our online banking security tips will help to keep you safe when you're managing your money online.

More on this...

  • - handy tips to keep you safe from ID fraudsters
  • Online banking security - find out how your bank's online service measured up in our tests
  • How to bank safely online - protect your online bank account with our security tips