what to do when fraudulent use of card?

dawn_b

Hi,

my bank HSBC contacted me yesterday to check if my credit card has been used fraudulently (which it had). Stopped the card, but I want to get a completely up to date statement so I can check for fraudulent transactions. However, I'm not due to get the statement until mid-December, and its not really possible to do this over the phone line. Is there a time limit within which I have to say that such and such a transaction was fraudulent?

Has anyone else been in a similar situation? Are there any other snags I should watch out for?

Also, although the card has been stopped, I've no idea how it's been copied as I still have it in my possession and haven't used it for ages. If the details have been nicked off say a database, won't I have to close the entire account?

Robert_Sterling_3

Ask HSBC to send you a "closing statement" showing for the account which has been closed although it is likely that they will anyway.

Galstonian

I don't want to overly alarm you but I would check it really was the bank you spoke with. Did you get back in touch with them or did you give out sensitive security and credit card information on an unsolicited call?

After that the most you can be charged is £50 and that is usually waived.

dawn_b

yes, i'd heard of that scam so rang the regular bank to check. they didn't ask for account number either, just part of my dob and certain letters from the other security questions rather than the full answers.

trencherpilot

Check your statement online, if you aren't set up I managed to set up internet access on the phone. It uses the same pass code as telephone banking, and all you need is a log in number which they can give you over the phone.

Since HSBC outsourced all its customer care phone lines to somewhere where no one speaks clear English, I've used their internet banking service and it is top notch!

Amba_Gambla

trencherpilot wrote:

....
Since HSBC outsourced all its customer care phone lines to somewhere where no one speaks clear English, I've used their internet banking service and it is top notch!.....

my friend works for HSBC telephone banking, and she works in Leeds....

If you get the foreign call centres, hang up and try again (I think Leeds is open till about 10/11ish)

dawn_b

well, i've spoken more to hsbc and they've been reasonably helpful helping me identify fraudulent transactions over the phone though it seems they are unable to send out interim statements, which is a bit cack. 2 were over the web, but one was card present with chip n pin, but the card is still in my pocket! no-one knows my pin either. so much for chip n pin security! they're not going to charge me for it but it is still a worry. somehow the crooks must be rigging their own pin into the card, either that or the vendor took a signature instead.

Galstonian

This is supposed to be impossible. If the chipped card has been cloned and a valid PIN used with it I think you need to get HSBC to tell you that in writing. This kind of news would be a breakthrough in the technology that fraudsters are using and would undermine the whole chip and pin technology, it really would be devastating news if true (which is why I think it probably isn't, I think HSBC might be mistaken about the details).

dawn_b

I intend to check with HSBC about the method used, but it wouldn't surprise me quite so much having read this:
http://www.theregister.co.uk/2005/10/21/phantoms_and_rogues/