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Case study: Ian McShane

16/ 6/2008

IAN McShane, 69, from Rugby, and his wife, Gwendoline, were the victims of fraud on their Sainsbury's Bank credit card late in 2006.

After his card was refused in a shop, Ian discovered that a balance transfer of £2,000 had been made. Purchases of £1,500 and a cash withdrawal of £300 had also been made by thieves within seven days.

This had taken the couple up to their credit limit. As soon as Ian told Sainsbury's Bank about the problem, it stopped their cards, refunded the money to the McShanes and issued them with replacement cards.

When Ian checked his credit reports he discovered that someone had made two address changes on the account. He said: "The changes were apparently made by telephone." However, a spokeswoman for Sainsbury's Bank said: "We have robust controls in place when someone changes their address over the telephone. Significant security questions need to be answered correctly, which could include their date of birth, balance on the account or three-digit code on the back of the card. We also ask for their password."