My identity was stolen. Now I can’t remortgage

When Rosie Drayton’s identity was stolen, she didn’t realise the impact it would have on her life

By Tim Gibson

Rosie Drayton is worried. She’s in the process of remortgaging, which is stressful at the best of times. But for Rosie it just got a whole lot worse.

    “It’s not a nice feeling to know that someone has got hold of your personal information and is using it to commit fraud,”...  

Last week, Rosie received a package through the post. It was from Nationwide Building Society. The delivery was a card reader to enable online access to her new account.

Trouble is, Rosie has never banked with Nationwide, and hadn’t set up a new account. Someone stole her identity and did it in her name.

Rosie rang Nationwide immediately and put a stop on the account. Fortunately, the fraudsters were yet to spend any money, and Nationwide agreed to upgrade the security on new applications in her name for extra peace of mind.

Even so, Rosie is worried. “It’s not a nice feeling to know that someone has got hold of your personal information and is using it to commit fraud,” she says. “It turns out that you only need a person’s full name, date of birth and address to apply for a range of banking products, including credit cards. That’s a pretty low bar for criminals to reach.”

The bar is especially low if, as Rosie suspects, the criminals have intercepted their victim’s mail in order to harvest the information they require.

“My mail box has been tampered with, and one day a neighbour found some of my post on the street outside our block of flats,” she reports. “I think the fraudsters stole my mail, noted my personal details, and used them to open various accounts.”

That’s right: “various accounts.” Because no sooner had Rosie got to the bottom of the Nationwide fraud than she discovered new accounts in her name with banks such as Sainsbury’s, HSBC and Santander.

Worse still, the criminals had been on a spending spree, racking up thousands of pounds of debt.

“I’ve been assured by the banks that the debt will be refunded,” says Rosie, “but there’s been a really damaging short-term impact on my credit score. This is especially bad news, because it’s meant my mortgage application has been delayed.”

The banks have advised Rosie that her remortgage will proceed once the debts are wiped off. But her concern is that interest rates will rise in the meantime, or that she’ll miss out on the best deals because her application can’t be processed right now.

“I feel like I’m in limbo, and it’s especially galling because the fraudsters are getting away scot-free while my life is in chaos. The police told me that identity theft is not a crime in itself, and that fraud arising from it is hard to prosecute. But it’s not a victimless crime, as I’ve found out to my cost.”

Rosie says the experience has left her feeling angry and confused. “I’ve complained to all the banks and expect financial compensation. Nationwide has already given me a modest amount, but I’ve discovered a further fraud with them so I’ll be asking for more.

“I’m also worried about my remortgage application. I’ll be so upset if we miss out on a lower rate for the coming years because of the actions of these criminals, who don’t care about the people they hurt along the way.”

Note: Rosie’s identity has been disguised. Obviously.

Avoid ID theft: three steps

1) Make sure your post is secure. Rosie thinks thieves took her mail to harvest her details. Make sure yours is delivered to a secure mailbox or through your door. Always remove names and addresses from envelopes before you throw them away.

2) Keep a close eye on your banking. If you spot any irregular spending on your current accounts or credit cards, you should call your bank immediately. They can put a stop on the account while investigating a potential fraud, meaning you don’t accrue a load of debt in the meantime.

3) Always opt for heightened security. If your bank offers the option of advanced security, such as 3D Secure authentication, take it. Anything you can do to protect your data, especially online, is well worth the additional hassle.

Published: 9 August 2019

© 2019 Just Recruitment Group Ltd

If you enjoyed this article, you may like: The tech time bomb that could floor your business

You may also enjoy: Feeling stressed? Try this technique to help you unwind

Jobs currently available

New job
Customer Account Coordinator
Sector: Customer Service
Salary: £30,000 - £32,000 per annum
Location: Sudbury
Role: Full Time
Contract: Permanent
Job ref: 913733
About the role

Just Recruitment is partnering with a growing business on the outskirts of Sudbury to recruit a Customer Account Coordinator to join their established team.

The key purpose of this role is to deliver efficient, commercially focused customer service to both internal and external customers. This includes managing order acceptance and invoice processing in line with business and customer requirements, and working closely with teams across Sales, Production, Accounts, Quality Control, Regulatory, and Distribution to ensure customer expectations are consistently met.

Key duties include:

  • Ensuring that excellent levels of customer satisfaction are delivered to customers and building strong relationships with customers through open and interactive communication.
  • Receiving and processing all customer purchase orders within 24 hours and sending order acknowledgement or confirmation where appropriate. Ensuring that correct pricing information is available for new orders received, and if necessary, request information or guidance from the relevant Sales Manager.
  • Providing timely responses to internal and external customer requests and enquiries, for example, order status requests, order amendments, transportation delays, etc.
  • Proactively monitor orderbook status on a regular basis, resolving problems with a potential customer impact, e.g. credit blocks, production and supply issues.
  • Allocation of stock to orders to allow warehouse and distribution teams to process dispatches.
  • Managing customer portals where required, to keep customers informed of order progress, book delivery slots, print labels and upload documentation.
  • Liaising with site production teams, supply chain and commercial teams regularly to discuss production plans, potential new orders, review and maintain customer safety stock levels. Discuss any potential production issues or raw material delays and, where possible, assist with resolutions.
  • Producing and distributing invoices and supporting documentation daily.
  • Monitoring and maintaining stock levels to ensure customer requirements are met. Discuss upcoming orders, customer forecasts, and reorder levels for UK inventory.
  • Being responsible for the timely processing of corrective credit notes.
  • Receiving, processing, and monitoring customer complaints with relevant internal departments and Sales Managers, keeping customers updated on the progress and outcome in a timely, professional manner.
  • Keep regular contact with site-based QC teams to discuss any customer queries, potential issues or opportunities.

Key requirements for this role:

  • Minimum 3 years’ experience in customer service
  • An open-minded, flexible attitude to meet the requirements of the business
  • Able to communicate effectively
  • Proven numerical and analytical skills
  • Ability to demonstrate own initiative
  • Computer literate
  • Ability to effectively prioritise activities
  • Experience/understanding in logistics

This is a full-time, site-based role working Monday to Friday.

Free parking is available on-site.

Hours of work: Monday to Thursday, 8:15am–4:30pm, and Friday, 8:30am–2:30pm.
Includes a 30-minute unpaid lunch break, totalling 36.5 hours per week.
Holidays – 26 days plus bank holidays.

 

Just Recruitment acts as an employment agency for permanent roles.
The salary advertised is the bracket available for this position. The actual salary paid will be dependent on your level of experience, qualifications and skill set.
We are an equal opportunities employer and welcome applications from all suitable candidates.

 

Read more
Multi-skilled Maintenance Engineer
Sector: Engineering and Manufacturing
Salary: Competitive
Location: Sudbury
Role: Full Time
Contract: Permanent
Job ref: 913732
About the role

Just Recruitment is partnering with a global organisation with a manufacturing facility near Sudbury. They are looking for a talented Multi-Skilled Maintenance Engineer to join their expanding team.

Key roles and responsibilities include:

  • Assist with the layout of the site, being involved with and understanding the installation of new services during the development of the site
  • Assist with the layout of the equipment, being involved with and understanding the installation of new equipment and the production process flow
  • Be a key member of the Engineering team in the creation of the:
    • Site Engineering maintenance department.
    • Site Engineering maintenance facility.
    • Site Engineering control system, maintenance schedules and procedures (CMMS computerised maintenance management system).
    • Site Engineering technical stores.
    • Site Engineering technical library, both manual and electronic.
  • Fault finding and problem solving on a variety of production and site equipment.
  • Create and carry out planned maintenance schedules.
  • Liaise with suppliers and service companies regarding problem-solving and service engineer visits.
  • Identify spare parts for all equipment, in line with business strategies.
  • Liaise with Production teams and identify, implement, and optimise improvements to machinery and plant.
  • Identify and carry out Engineering improvement projects when required.
  • Actively train down skills through standardised work to both Production Operatives through TPM & other shift Engineers.
  • Work with suppliers in the installation of new and existing plant and equipment.
  • Provide technical assistance to aid in the verification of new equipment.

Essential qualifications and experience required:

  • Experience in a manufacturing environment.
  • HNC Engineering Qualification.
  • Experience in PPM and TPM.
  • Experienced in both mechanical and electrical fault-finding.
  • Experience in a fast-paced maintenance department.

This is an excellent opportunity to join a growing business that offers a competitive salary and a great working location.

Please note: Due to the company’s location, you must have access to your own transport.

This role involves split shifts during the day, Monday to Friday only.

Please note that you are required to be on call-out, on a rota basis, once a month to cover evenings and weekends.

Just Recruitment acts as an employment agency for permanent roles.
We are an equal opportunities employer and welcome applications from all suitable candidates.

 

Read more
Field Service Technician – Shaftesbury, Dorset
Sector: Engineering and Manufacturing
Salary: Discussed on application
Location: Shaftsbury, Dorset
Role: Full Time
Contract: Permanent
Job ref: TB06
About the role

Due to continued growth, the world’s leading provider of vehicle washing technology is recruiting a Field Service Technician to support its customer base in the Shaftesbury, Dorset area.

The role will involve Service and Installation of Car and Commercial valet equipment. You will be involved in all aspects of planned and breakdown maintenance, equipment service and repairs, keeping van stock levels to the standard requirement and completing job sheets.

Role requirements include:

  • Having an Electrical or Mechanical engineering qualification
  • Be willing to travel and stay out overnight as and when required
  • Be willing to take on additional training and relevant courses, including evening courses that the company may pay for
  • Can work on your own initiative or as part of a team, and have problem-solving skills
  • Have a valid, clean UK driving licence
  • Good people skills, presentable and able to liaise directly with customers
  • Should be punctual and able to keep accurate and timely documentation
  • IT literate with Microsoft Office and Outlook experience.
  • Work within Health & Safety guidelines as set by the company

Benefits include:

  • Company vehicle
  • Mobile phone
  • Pension scheme
  • Death in service benefit
  • Uniform and tools provided

Hours:

Monday to Friday, 40 hours per week, plus 1 in 3 weekend cover.

 

Just Recruitment acts as an employment agency for permanent roles.
We are an equal opportunities employer and welcome applications from all suitable candidates.

 

Read more
Field Service Technician – Leeds / Bradford
Sector: Engineering and Manufacturing
Salary: Discussed on application
Location: Leeds, Bradford
Role: Full Time
Contract: Permanent
Job ref: TB07
About the role

Due to continued growth, the world’s leading provider of vehicle washing technology is recruiting a Field Service Technician to support its customer base in the Leeds / Bradford area.

The role will involve the Service and Installation of Car and Commercial valet equipment. You will be involved in all aspects of planned and breakdown maintenance, equipment service and repairs, keeping van stock levels to the standard requirement and completing job sheets.

Role requirements include:

  • Having an Electrical or Mechanical engineering qualification
  • Be willing to travel and stay out overnight as and when required
  • Be willing to take on additional training and relevant courses, including evening courses that the company may pay for
  • Can work on your own initiative or as part of a team, and have problem-solving skills
  • Have a valid, clean UK driving licence
  • Good people skills, presentable and able to liaise directly with customers
  • Should be punctual and able to keep accurate and timely documentation
  • IT literate with Microsoft Office and Outlook experience.
  • Work within Health & Safety guidelines as set by the company

Benefits include:

  • Company vehicle
  • Mobile phone
  • Pension scheme
  • Death in service benefit
  • Uniform and tools provided

Hours:

Monday to Friday, 40 hours per week, plus 1 in 3 weekend cover.

 

Just Temps acts as an Employment Business for the supply of Temporary Staff.
We are an equal opportunities employer and welcome applications from all suitable candidates.

 

Read more
Lettings Negotiator
Sector: Sales
Location: Colchester
Role: Full Time
Contract: Permanent
Job ref: JC2
About the role

Just Recruitment has an exciting opportunity for a highly motivated Lettings Negotiator with confident communication skills to join a company’s team on the outskirts of Colchester.

Key responsibilities include:

  • Registering and qualifying new applicants
  • Conducting property viewings
  • Negotiating offers between tenants and landlords
  • Securing lets and progressing deals through to move-in
  • Building strong relationships with landlords and tenants
  • Supporting with marketing and property listings

Skills required include:

  • Previous experience in lettings
  • Strong sales/customer service background
  • Excellent communication and negotiation skills
  • Target-driven and self-motivated
  • Well-organised and able to manage a busy workload
  • A full UK driving licence (essential)

Hours: Monday to Friday, 9:00am – 5:30pm, with one in three Saturdays, 9:00am – 3:00pm.

 

Just Recruitment acts as an employment agency for permanent roles.
We are an equal opportunities employer and welcome applications from all suitable candidates.

 

Read more