HELP!! Advice desperately needed!

ZOOmand

Help!!

I'm at my wits end - and don't know what to do!

Mid June I had ten fraudelent claims on my PAYPAL account (the Skype scam) whereby 10 transactions of amounts ranging from £6.00 - £6.05 were taken from my paypal account and direct debited out of my NATWEST BANK ACCOUNT over three days.
The total amount = £59.49

This resulted in me going overdrawn on my bank account UNARRANGED & not being able to pay a monthly direct debit for my car insurance.

I informed paypal immediately about the fraud on my account - and they straight away started an investigation - the money £59.49 was refunded back to my paypal account within 10 days.

However - the issue is now regarding the BANK CHARGES I have incurred because of this fraud.
According to paypal it is NATWESTS responsibility to waive the charges (WHICH NOW STAND AT £58....£30 FOR UNARRANGED BORROWING AND £28 FOR UNPAID DIRECT DEBIT)!!!!

However - after speaking to natwest about 4 times in person and on the phone they are adamant they will not even take the case on as fraud as I have an account with Paypal - and paypal should refund the fees. Natwest will take no responsibility as in their eyes its not their fault.

However - Paypal stipulate that they do not refund bank charges!!!!!

I DONT know what to do now - i can't get a straight answer out of anyone regarding who is to blame for this - I feel very strongly that I should not have to fork out £58 for Paypal's mistake -
"Unfortunately, PayPal does not reimburse fees for insufficient funds for
transactions you did not make."

But surely Its THEIR fault!!!??????

Plus the amount I went overdrawn was only £.3.49!!!

Can anyone offer any advice??? Has this happened to anyone before??

Any help greatly appreciated!! I feel like a slave to the system right now!!!:mad:

natweststaffmember

NatWest won't refund because there is not a bank error. I think PayPal are wrong but unfortunately they may have a policy of only to refund fraud and not the fact that they claimed direct debits and there was insufficient funds. They should treat the bank charges as a consequence of the fraud and therefore refund the charges.
NatWest won't take it on because they have merely acted on the Direct Debit instruction that were asked for by PayPal.(that is why I think NatWest has said to you that it is the responsibility of PayPal). EDIT: Surely the bank charges are part of the fraud because had there not been fraud you would not have been charged directly because of it.
I don't know how paypal work and am not sure if there is even a arbitor that you can complain to about it.

ZOOmand

Thanks for the advice - it seems as though there's a serious grey area about this - do you think citizens advice could help?

borgbaiter

hi

it seems paypal are eventually subject to the Financial ombudsman service.
this is cut and pasted from paypal's site

</IMG> How is a complaint filed in the European Union (EU) processed?


Question : Answer : </IMG> The PayPal Customer Service team works to resolve the vast majority of complaints and queries to your satisfaction within the earliest possible timeframe. There may be occasions, however, where a customer is not satisfied with the response he/she has received, or a more detailed investigation of the complaint is needed. In such instances, the Customer Service team will refer the complaint to a specialist on the Escalations Team, who will provide you with a full and detailed response to your complaint. If the Customer Service team cannot provide you with a full response, you will be updated with any developments.

If, after receipt of this detailed response, you are not satisfied, please contact the Customer Service team again to discuss any outstanding matters.

Filing a Complaint

If there is an issue with the level of service provided, the first step to resolve the issue is to bring the matter to the attention of our dedicated Customer Service Team using the Complaint webform.

Read the User Agreement

You may also contact us via postal mail:
PayPal
Attn: PPEL Customer Complaints
PO Box 9473
Dublin 15
Ireland

Information You Need to Provide

Your name, login email address, and any additional references such as transaction ID (Do NOT disclose your password to anyone, including PayPal staff), Your contact details such as email or phone number. Please also provide a clear description of your complaint and details on what you would like us to do to resolve the issue.

How We Will Handle Your Complaint

Once our Customer Service Team has been provided with detailed information of the problem, they will work to resolve the matter to our customers' satisfaction fairly, efficiently, and promptly. When we have resolved your complaint, we will contact you to confirm details of the action we have taken.

If you are not satisfied after receipt of this detailed response, please contact us again to discuss any matter which may be outstanding.

If you are still not satisfied and it appears the matter cannot be resolved satisfactorily, you may be able to refer your complaint to the Financial Ombudsman Service. Availability would depend on several factors including the nature of the complaint. The Ombudsman Service exists to help resolve individual disputes between consumers and financial firms. Each case is considered impartially and on its own merits. A leaflet explaining the Financial Ombudsman Service is available on request. Alternatively the Ombudsman can be contacted direct at the following address:

Financial Ombudsman Service
PO Box 4
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800

For further information, visit the Financial Ombudsman Service website at: http://www.financial-ombudsman.org.uk var solutionBaseUrl = '/helpcenter/main.jsp;jsessionid=L2nc7Lnp5m1pGfVQF8nBLCCTKrTnQ0CfKLnW1bMxbppDvWZvRCgR!1502751412?t=solutionTab&ft=searchTab&ps=solutionPanels&locale=en_GB&_dyncharset=UTF-8&countrycode=GB&cmd=_help&serverInstance=9006&solutionId='; var transactionFragments = document.getElementsByName("transactionFragmentForm"); var solutionLinks = document.getElementsByName("solutionLink"); atgss_loadFragments(transactionFragments); atgss_modifySolutionLinks(solutionLinks);



hope it helps good luck with getting your charges back


Borgbaiter