Should I pay a minimum payment on a disputed item?

nomoneytoday

I have a Shell Mastercard that has been cloned to the tune of £2000.

The scammers have posted 3 entries for nearly £2000, the usual £1 items and then the big one. This came up on my phone as an sms message, as I have subscribed to a notification service. So called them on the day in mid December and advised the transactions are not mine.

As bill production date was the night before the bill for December came through for £800 odd, which I have paid in full. Citi sent me out a replacement card within a couple of days, cancelled online access and advised they would investigate. So far so good.

However, despite chasing weekly, so far I haven't received written notice of the disputed transactions, or any sort of form to fill out a disputed claim. Consequently the scammed items are still showing online, and so a statement will be produced imminently. As I haven't used the card since, and so the outstanding balance is solely the amount of the scammed items.

Whilst I don't want to pay it as it's not mine, should I continue to pay the minimum balance to prevent my credit score being screwed up ?

Thanks in advance

dolally_2

I am not sure on the answer to that but I am interested so thought I'd give you a wee bump so this might catch the eye of somebody in the know!!

anotherpaul_2

The options are probably:
Phone them and ask (though they might not give you a good answer, they should have a recording of the call if there's a dispute later.)
Buy something using the card for more than the minimum payment before the statement date and then pay exactly that amount (so you're only paying for your spending).

Personally, I'd probably go for the second option.

For good measure, I'd also write to their customer service address and ask why they have not followed up the fraud.

nomoneytoday

Thanks

I was leaning towards option 2, although this month was trying to keep my non-essential spending to a minimum

I have chased up the "outsourced call centre" twice now, on a recorded line with no luck so far. I did however get a letter today from them dated 30th December advising my new card was on its way, despite receiving the replacement card 2 weeks ago !

Looks like a trip to the a Citibank branch is in order to go and talk to a real live person...

p00hsticks

nomoneytoday wrote: »

However, despite chasing weekly, so far I haven't received written notice of the disputed transactions, or any sort of form to fill out a disputed claim. Consequently the scammed items are still showing online, and so a statement will be produced imminently. As I haven't used the card since, and so the outstanding balance is solely the amount of the scammed items.Thanks in advance

Have you GIVEN them written notice ? Personally on anything this important I'd make sure that I put every thing in writing and sent it recorded delivery.

nomoneytoday

Visited the Citiabnk branch today, and was advised they would send a dispute form, and then it would take 3-4 weeks to clear "due to backlog"

However, a letter they sent on the 30th Dec only arrived yesterday...!

nomoneytoday

I have now sent them a complaint letter as it's over a month since the fraud occured and they haven't bothered to send anything in writing yet. No acknowledgement. No forms. Nothing.

Maybe I should send a copy of the letter to Chairman, Sir "Win" Bischoff.
So frustrating...!

nomoneytoday

Citi have now taken 6 weeks so far without even an acknowledgement..not frozen the fraudulent amounts, not sent a dispute form, not sent a letter and sent a replacement card with a different pin !!

They did however respond to my complaint with an 8 week FOS letter

Swans1912

I had a disputed transaction with MFI and Halifax put ALL payments on the amount on hold... therefore did not have to pay anything as that is all I had on the card!

I would ask them to cancel the card but I'm assuming that has already been done?

nomoneytoday

iKennett wrote: »

I would ask them to cancel the card but I'm assuming that has already been done?

The old card was cancelled and a new one issued quickly.

Hunger4Unger

It sounds like fraud as opposed to a dispute - it does appear that you have received poor service so far - the fraudulent transactions should have been "frozen" on your account pending confirmation they are fraud and when that is confirmed, they will be credited to the account.