Having transcribed 10 mins worth of sign language, so that some of you too can understand more in depth, what happened. There is an important piece of advice at the end of it all. Thank you for your time and patience in reading the somewhat lengthy transcription or watching Louise’s videos.
“Hi everybody, good, who am I? Louise. Been put link in Facebook through Metro Bank, over fraud.
Lots of deaf let me know they didn’t understand due to written English, could I translate to sign, which is fine, will explain, let you all know.
I went to Cyprus for one week in June, last day in the morning about 10o’clocl, arrived at Cyprus airport, excited to go back to the UK. Used mobile but stopped working. Asked other deaf people if their phones were ok, they said “fine, fine”.
So tried WiFi, still not working.
Very confused, what the matter was
Arrived to London and expected mobile service to go back to normal but same problem.
Next day, went to visit mobile provider, 3 shop.
Asked staff “not working, what’s wrong?”
Staff asked me to please use my bank card for proof and they will give me new sim. “Fine” tried using bank card but it was blocked. Apologised and offered another bank card which worked so staff gave new SIM card, same number.
Finally, back to normal.
Confused why one card was blocked but friend let me borrow money for now, to buy some things.
Anyway, in the bank, presenting blocked card, asked why it’s blocked?
Staff moved monitor towards me and asked me if I knew that person. “No, name don’t know, why?”
Staff appeared casual, “Nearly £9,000 taken.”
Shocked, “£9,000…£9,000 gone?”
Staff replied “Ah, you don’t know why? Bye bye.”
“Hold on… wait…”
Staff interrupted saying “I will transfer you to Fraud department, ok? Bye bye.”
Feeling dazed, confused, communication issues meant dead ends, feeling devastated.
Arrived home, emotional, wondered who could ask to phone.
My son arrived home, himself had been on holiday. I asked him to call (on my behalf)
Bank refused , refused, refused, refused. Due to “third party” reasons. Refused, refused etc.
Ongoing problems for long time, even when he was with me in, everyday. Still they refused.
Bank gave different stories, didn’t understand what was going on. Lots of confusion.
Offered interpreter? Bank refused. Interpreter become third party? Refused. Himself was third party last year but was removed without her permission.
Lots of confusion.
Then one person from
Fraud department, themselves deaf, recommended / informed me to ask my mobile provider “How many SIM cards?”
“Eh? How many SIM cards? Strange. Ok.”
Back inside mobile shop, asked “How many SIM cards?”, interpreter present.
Staff looked on computer and said “3.”
First one, contract from last year. “Right.”
Second one… same day as where 1 went, Cyprus.
Someone pretended to be me, Louise Harte, went into mobile shop and informed staff there, their mobile was broken. Staff there, gave that person new SIM card.
With that SIM card, they accessed online banking.
“How?” You tell me. I don’t know.
“Password?” I don’t know.
“Number?” I don’t know.
They accessed and took.
Means the next day back from Cyprus, 3?, 2nd one was the SIM card given.
Bank then offloaded the responsibility and blamed 3, 3’s fault. Because the bank been texted, not phone, on the Friday while I was in Cyprus. Texted 3 times, at 2 o’clock, 3 o’clock, 4 o’clock, “Are you Louise Harte?”.
Money gone. Finished.
Lots of commotion, finger pointing.
Determined, went back to 3 shop, where they forced me to speak over the phone.
“I can’t hear, deaf”. Still forced. Felt embarrassed, I had to speak (people around were watching and feeling sorry) my name, “Louise Harte”
Awful. Really, really bad experience.
Went back to bank, how many times altogether I don’t know. Too much happened, went to police, CAB Ombudsman – lots of dead ends.
(5 mins already, part 2 coming)
Part 2, sorry (video) maximum only 5 mins.
Going back, lots of dead ends, interpreter present, became soul destroying. Then realised… took, 2nd one more money. 3rd one taken, 3 (mobile provider?) take, take. Altogether a lot to date.
3rd one, too late, blocked means 2,000 back. Other one, gone.
After all that, altogether 1 month, refusals etc, bank finally book interpreter. Offered my son, himself a trainee interpreter but no, bank booked interpreter. Had a meeting for 2 hours, discussing what happened.
They told me “You been give somebody access, password, 11 number, 6 number, two different passwords, you give, give.” Case closed. Finished.
I tried to retaliate, bank remained firm. “Bye bye” case closed.
I was dumbstruck. Wow?!
After that, how / what to do?
Oh yes, bank said “You been take out, we researched your IP, your computer, mean your home location.”
Retaliating, “How?! I been away” At the end they said mistake, sorry, wrong, wrong, looked at computer and mentioned they had put in name already, on June 23rd.
I’ve never been to Maidenhead before. Bank didn’t seem to care.
Plus been phoning with 3 service, who became avoiding. Someone, fake, with her fake passport, ID, (they) give fake (person) SIM card. Means they breached.
That person fake passport? I don’t know.
They give, they accessed.
Means what? Access? how? Finished. Lost everything. Lost everything, what to do?
One friend been recommend, before they worked for Guardian Newspaper, “Fine, worth a try, I will do everything.
I went to Guardian Newspaper who phoned the bank. Surprisingly, 5 mins later, money back.
Bank, yes, 5 mins later, money back.
Money back, 6 weeks later.
One disappointment, why? Me now become “Blacklist” for 13 months. Means I’m not allowed to buy anything. Zero. Open new bank account, buy a car, buy house, Zero, for 13 months.
Why? Somebody fake ID in my name.
Also bank sorry and offered £250 extra compensation. Mmm?! £250? Forget it, I don’t want it. 6 weeks stress, booking and paying interpreter. Lots of stuff happened. I don’t want it.
So now what I’ve decided, I’m going to take it further. Who? For all deaf. Not just for me. I want all deaf what? Profile photo to match the computer, who deaf open bank account because abroad or in fraud.
Who want to see face, compare in one minute, quick, identify match – go ahead.
Also let you know, police advise me, have to inform you, app in banking on phone? Delete. No1 fraud.
I had to delete, delete, delete – close accounts. (They) Been access Facebook as well. I had to close old Facebook. Really,, access through Facebook, access through mobile apps.
In theory, outside? I think inside job.