This SWR market check shows how important it is to be careful when entering the PIN on the account statement printer and to cover the input field with your hand if possible.
Statement printer does not accept card
When Edith Cußler wants to print her account statement at the bank, the machine does not accept her card. A supposedly helpful man lures the 88-year-old to the ATM again. She enters her PIN to see the account balance. Suddenly her card is gone. Edith Cußler is surprised, but assumes that the ATM has kept the card. When she gets back home, to be on the safe side, she calls the debit card blocking hotline, 116 116. The 88-year-old gives her account number and is informed that her card will be blocked.
Card blocking failed
The following day, Edith Cußler from Sparda Bank Südwest wants her EC card back and finds out that her card was neither swallowed by the account statement printer nor blocked. Around 13,000 euros were lost through withdrawals and purchases, especially in France.
Trick: Shoulder Surfer
The trick unsettles bank customers. The fraudster offers to help and advises trying the ATM again. He stands close to the customer and spies out the PIN. He then distracts the customer, covers the control panel and presses the “cancel” button. When the machine ejects the card, it takes it. The perpetrators are so clever that their victims don't notice anything. Sometimes the scammers slip them another debit card.
Bank denies guilt
Sparda Bank accuses the old lady of being too careless. Through her “grossly negligent” behavior, she enabled the perpetrator to spy on her PIN. Photos from the surveillance camera in the bank show that she tried to cover up her PIN entry. In addition, the senior citizen reacted on the same day and had her debit card blocked. But the bank claims that it gave the wrong account number.
On its homepage, Servodata advertises how easily and quickly the company can block an EC card. And with every call you can hear the following message: “For your security, this call is being recorded.” With such a recording it would be possible to clarify why the account number was entered incorrectly. But Sparda Bank informs the customer in a letter that this does not exist. An important piece of evidence simply disappeared? That could play a decisive role in the case, according to banking expert Gerhard Leverkinck. The bank then has the burden of proof that previously lay with the old lady.
Victim complains
For Edith Cußler it is clear: the perpetrator was only able to withdraw the money because her number was not recorded correctly on the blocking hotline. The customer doesn't want to take the blame and has hired a lawyer. For lawyer Stephan Meisinger, the fault lies with the operator of the blocking emergency call, Firam Servodata from Frankfurt. As a gesture of goodwill, the bank offered the senior citizen a payment of 1,500 euros. With damage of around 13,000 euros, it's a joke. She is suing the bank. A conciliation hearing is scheduled for the end of January 2023 before the regional court in Mainz.
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Source:
Market check SWR , author: Wolfgang Weber
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