'I just couldn't believe how much damage they had done'
When she used a friend's phone to call Santander she said the operator was slow to respond or take action, which caused her to panic.
Having initially believed her savings account would be safe, she was then told the thieves had also transferred her £10,000 of life savings into her current account. "I was very rudely and bluntly told 'you will not be getting your money back. It's your fault because they've used your PIN'," she said."I was just left absolutely broken because all that hope that I had, that I was clinging onto just suddenly melted away. It was heartbreaking.
She said while she was not certain how the thieves accessed her PIN, she believes they accessed it via her personal banking app. Santander, like some other high street banks, carry PINs in their apps behind security details.
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