Barclaycard fraud - happened to you?

snoringunicorn

mike_wall15 wrote: »

I am also dealing with a Morgan Stanley -> Barclaycard fraud. I first reported it 3 weeks ago but have yet to receive the forms in the post to query the transactions. All of the frauds have been on the Morgan Stanley card. It clearly was not blocked on Monday 22nd Sept as they said in the letter!
I have called about 5 times requesting the forms now, so be sure to chase them!
I'll be cancelling my card once it is all sorted, it's the worst service I've ever received on a Credit Card :mad:

Mike

I haven't received the forms either: I'm not holding my breath either.... Hence why I'm getting the moan letter in quick. I wonder how far this fraud goes with MSDW cards, if it is just a coincidence, or if there was something bigger going on. Sheesh, I'm starting to believe the conspiracy theories now. It is way too early!

Julie

AHAR

Hi,
I've just received another e-mail from Barclaycard. It says that the message about me still using the old Morgan Stanley card when I ought to be using the new Barclaycard "...was sent in error and should be ignored.". There's no further explanation.

What is the error? That it wasn't me that continued to use the card but actually some fraudsters that somehow obtained the details of a card I'd already destroyed?
Or that they didn't want to show that transactions had been allowed on the Morgan Stanley card after the 22nd?

If the paperwork from Barclaycard doesn't arrive by Monday I think I shall also write a letter telling them exactly what I expect them to do...

snoringunicorn

Now that IS interesting. It would seem to imply that people have been asking awkward questions and BC don't want to encourage them. I'd send that letter!

Julie

mike_wall15

How amusing, I have received that 'error' email too.
I will be writing a letter and sending it recorded delivery on Monday. It's been 3 weeks since I first reported my frauds and it is clear their phone service isn't helping me.

Luckily I work for a credit card company and I will be able to check if this has any negative effect on my credit history. If this goes on for too long, and I end up missing a payment date, then I'd imagine it is going to have a negative effect!! :rolleyes:

snoringunicorn

mike_wall15 wrote: »

I will be writing a letter and sending it recorded delivery on Monday. It's been 3 weeks since I first reported my frauds and it is clear their phone service isn't helping me.
... :rolleyes:

Mike , I think you are being a model of patience, and politeness as well. <!!> It has been three days for me and my letter is over half written, the blood is already boiling and the air blue around our house with some of the comments I've made about their customer services. It was just the fact that they were so disinterested. I am almost certain that those dispute forms everyone is talking about will never arrive - I've not heard of one person who has recieved one.

I haven't received any emails telling me that I've been using my old card, thank heavens; just the one this morning letting me know I was near my credit limit, and if I wanted to talk about it I could either email or phone them. Phone is out, since they don't want to talk to ME, and I can't email because my card has been cancelled and this removes the secure email option on their web page. Kind of Damned if you do, and Damned if you don't really.
If anyone from Barclaycard sniffs around these pages, and would like to comment, I would LOVE to hear the inside track on the whole story. (Meanwhile I hope the little so and so who bought a new laptop and playstation and 5000 dollars AUS worth of booze on my card is having a whale of a time. May you get alcohol poisoning and a virus on your pooter, lowlife.)

Julie

RavCat

I too am in the same boat, exactly the same situation as listed above, although my first 'minor' transacation was in the US, and then £2000+ taken in Tokyo.

I noticed and rang up last thing on Friday night, so haven't got the forms yet, and I'm certainly concerned especially after seeing others' remarks about the forms not arriving.

At least it seems that there are quite a few customers in this situation, and I dare say that a) the root of this issue is internal to MS/Barclaycard and b) there will be many, many more people noticing once their statements arrive. If it seemed like it was only me in this situation, I'd be worrying a lot more by now!

snoringunicorn

Looks like this could be a big issue then - P'raps we could all keep this post *posted* as to how each of us gets on, and how quickly the darn thing is settled by The Powers That Be.

J

snoringunicorn

Almost a week now, and still no dispute forms, so that spurred me on to finish the letter. I had some advice on the format for this, so here is the basics of what I wrote in the hope it might be of some use if you need to make your own plight known to Barclaycard.....

Barclaycard
Customer Relations Department,
Barclaycard House,
PO Box 5592,
Northampton,
NN4 1ZY

Dear Sirs,

Credit Card Fraud on Account *****
Migrated from Morgan Stanley Account *****

I wish to complain about the way that my report of fraud on my account has been handled, and also to request a full explanation of how the fraud was able to occur on an account that had supposedly been cancelled, when you took over the handling of all Morgan Stanley accounts as of September 22nd 2008.

On ***** I made several small purchases online The last purchase I made was declined, and since I could think of no reason for this, I logged into my new *online* statement at your website. To my horror, I found that the purchase had been declined because my card was only four pounds short of my credit limit. I knew that the balance originally transferred from Morgan Stanley was only **** and any purchases I had made were nothing like this figure. When I saw the transactions on the account, it was obvious that fraud has occurred, with ***** being charged to my account from *****. At no time had my Barclaycard been accessed by anyone else, and I had destroyed my old Morgan Stanley card, (as instructed) back in September. I immediately called your lost/stolen cards line to find out how to deal with this, and spoke to a member of your call centre staff. I had to explain my problem to her several times because she did not seem to be listening and asked me the same questions repeatedly – in fact I was told that she could not see any unauthorised spending on my account. **** (Explanation of what happened) A new card was promised, but no further action was suggested. I had to ask to speak to someone about Fraud, and was then given yet another call centre number to call.

When I called the second number, and went through the call procedure, no one picked up the phone. I called yet again, and spoke to ***, who told me that he would investigate the fraud, and would send out a set of dispute forms for me to complete. Incidentally, when I asked which transaction could possibly have been responsible for my card details being taken, he told me that all the transactions were being made via my old Morgan Stanley card,****(what happened) Even though I was feeling very shocked at the whole occurrence, I asked how it was possible for a cancelled card that had been destroyed to be authorised by Barclaycard weeks after the cancellation date. He didn’t want to expand on this point.
The whole experience was very unsatisfactory, and left me with many unanswered questions. I could do little at the time however, so decided to check out some of the unauthorised transactions. I spoke to ***** (what happened) Later that day, I phoned Barclaycard again, to let you know the information I had been given, but was not even given the opportunity to discuss the issue at all with your call centre staff. This time, they were less than disinterested, and I was interrupted before I could say anything: I was just told to “wait for the dispute forms - **** (what happened next)
Since then, I have decided it is pointless speaking to Barclaycard. Your customer service is **** (subjective words ).

The second and more important part of my complaint is simple. Why, and how, could your company have allowed such a huge, huge blunder to have happened. In good faith, and in accordance with your own literature, I did not use my Morgan Stanley card after September 22nd and completely destroyed it. I take card security seriously, and so ***** (how the card was kept secure); To recap: I have done nothing wrong, at all times my card, PIN and details were kept safe, and secure. How the fraud occurred I shall probably never know, and I suspect that I only found out that the charge were made to my old Morgan Stanley card by accident. However, the fact remains – BARCLAYCARD permitted the actions by not cancelling the card, and by allowing the payments on a defunct card to be charged to my account.

I expected a very much higher level of service from your company: ****(Subjective thoughts on what I think about Barclaycard!) should never have happened, and in the meantime have no use of a credit card because my credit limit has been reached. I would like a full, and clear response on all these points, and also full credit to my account within the next two weeks.

Yours faithfully

mike_wall15

No dispute forms for me today so I too sent a letter.
The barclaycard website says that if you complain you should get an answer quite quickly - we shall see!

Hopefully your letter works well. Mine was a little shorter, yet it still took ages to write. I enclosed a copy of the letter than came with the card, and highlighted the sentence that mentioned the card would be invalid.

One thing is for sure, I'll cancel my account when this is sorted.
I am using a Shell Card now. It too has cashback, and also a higher rate for petrol when bought from shell. :T

Mike

Lilo

Happened to me a few yrs ago on my BC too (£850 odd). You just fill in the the letter to declare that you did not spend that money BC will make sure the vendor makes a refund you don't have to worry about anything but change the card and pin.
I used my card only in the UK at the time, it was new and havd never used it online however I was able to find out the store where the thief used my details. They gave me his name etc, and I gave details to BC, some arrests were made.
What shocks me is why the store accepted a transcation from a MAN with my card details when I am female and why they didn't ask to see the card, unless they made one similar to mine, because I believe my card was swiped behind the counter. Anyway hope it all works out - you should be fine though.