My eldery, vulnrable mum, has been a victim of fraud. Thousands. As soon as it happened she phoned her bank-First Direct. She discussed what had happened. They then emailed her stating there is nothing they could do and would not be refunding the money. My mum was distraught. I drove for an hour to be present with my mum to log a complaint. I was asked to email in all the details, which I did and was told we would hear something in 3/5 days. This was a month ago and depaite continuously ringing and posting on social media, First Direct have still not got back to her. She is struggling mentally with what has happened and the stress, anxiety and depression this has caused is unbearable, First Direct have been made aware of her state but yet do not care at all. She has been a loyal customer for over 50 years and never once made a complaint. The treatment of my mum is absolutely shocking and to read that other banks including Santander are refunding their victim of fraud customers (some of which lost a hell of a lot more then my mum) is just sticking the knife in even more. We will go to the Ombudsman, the press and will continue to post on social media daily till this is resolved.