Help trying to reclaim a fraudulent transaction

loumarmite

Hello,

This is my first thread :~)

Mine and my partners joint account had 3 fraudulent transaction's to the amount of £200 taken out in September. We called the Abbey up as soon as we noticed about 2 days later. We were told my partners card was cloned and the money was taken out over seas. BATAM where ever that is.
So we stopped his card got a new one, also went in branch to open a new account they said we didn't need to. This was when I started the process of calling the Abbey up about every 2 weeks.
I have also not received any letter or declaration that is was fraud.

To get to the point. I called again today, first off I was told they couldn't do anything about it as over 60 days!!!!! They said there was no record of me disputing these transactions, but they have on record that I have called.

What should I do, I have already rung the complaints department they put me through to the guy just now. He told me I need to just wait. But I have been doing this since it happened. Should I log my complaint to the financial ombudsman now?

Sorry the tread so long, it's about £200 and we want it back.
Thanks in advance.

rb10

Do Abbey give any timescales for how long a fraud claim should take? Some banks will refund fraud claims immediately in branch for relatively small amounts (e.g. <£300), so 60 days seems way too long.

I'd be surprised if the Financial Ombudsman would do anything unless you'd submitted a formal complaint to Abbey (write a letter - that way they can't dispute it) and had no satisfactory response within the 8-week time period.

opinions4u

Ok, if somebody had defrauded £20,000 from the account and you had only just spotted it would they be able to say "too long ago, tough"? I don't think so.

They have confirmation that you called them and they will have a record of issuing a new card.

While it is frustrating, you need to kick start the process again and make sure it is handled properly.

If you are not happy with the telephone service go in to a branch and deal with a human being. Get their name (and the names of anybody else you deal with) and get clear expectations on the timescale for dealing with this. Tell them that you consider the complaint timescale to have started at this point. Ensure you have a copy of any documentation confirming you fraud claim at this stage.

Once you are 7 days beyond this timescale write to their complaints department insisting that they either (a) resolve it within 24 hours or (b) issue a letter of deadlock together with details of how to refer the dispute to the ombudsman.