We’d like to remind Forumites to please avoid political debate on the Forum.

This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.

📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!

Should I pay a minimum payment on a disputed item?

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 :)

Comments

  • dolally_2
    dolally_2 Posts: 268 Forumite
    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!!
  • 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.
  • 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
    p00hsticks Posts: 14,615 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    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
    nomoneytoday Posts: 4,871 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    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
    nomoneytoday Posts: 4,871 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    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...!
  • 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
    Swans1912 Posts: 1,658 Forumite
    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?
  • 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.
  • 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.
This discussion has been closed.
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 352.1K Banking & Borrowing
  • 253.6K Reduce Debt & Boost Income
  • 454.2K Spending & Discounts
  • 245.1K Work, Benefits & Business
  • 600.7K Mortgages, Homes & Bills
  • 177.5K Life & Family
  • 258.9K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16.1K Discuss & Feedback
  • 37.6K Read-Only Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.