Not Smile-ing.. what can i do?

alinella

Hello all, i was wondering if anyone could offer me some advice.. I'm a Smile customer & have been for nearly 3 problem free years.. However, i noticed a transaction on my account recently that i didn't recognise, on closer inspection there were 2 transactions totalling over £40 to a software company i have no idea about, never downloaded it etc. The bank approached the company requesting a copy of the sales voucher, which arrived this morning, sure enough they have my name & a slight variation on my home address. The payments are being taken on a subscription basis from my debit card, ordering a new card has no guarantees of stopping it recurring. How do i go about protesting my innocence as they maintain i carried out the transactions, which i know i haven't.. However they're going to waive the fees involved.. Pah! Anyone know anything about this, as Smile are not making me very happy at the mo!!

ShelfStacker_3

Smile have really done everything they can. Recurring debit card transactions are a nightmare, as they can only really be cancelled at the payment originator's end (i.e. the software company's). They've actually been pretty good from what you say, and I wouldn't expect any other bank to be any different. The best thing you could do is continue to pursue it as fraud through Smile to the best of your abilities, maintaining that the transactions were not yours - it'll be a bit of an uphill battle, but it's worth pursuing (and again, given that they have a sales voucher with your details on it, I doubt any other bank would be any different.)

withnell

How wrong is the address?

I don't see why it's not Smile's problem, as it was a fraudulent transaction, not authorised by the OP. If the first one HAD been authorised as a CPA, then fair enough, but it wasn't

alinella

Hey Withnell... I live in a development built over one former property so there is a flat address e.g. 1 No Such Court, 9 No Such Road.. On the vouchers it's missing the No Such Court bit, just a the road name & no.. which effectively covers 17 properties! I think i'll start to take it up with the software company, i did contact them once but when i divulged why i was contacting them no one has replied.. Funny that!

withnell

So looks like it could be ordered by someone else in your block!

System

Why is it for you to protest your innocence - unless you have any involvement, get Smile to charge the transactions back to whatever company it is, as fraud.

The fact that someone is has stolen your details isn't your fault.

I would suggest you take that line with Smile, and don't enter into discussions with the company in question.

alinella wrote: »

Hello all, i was wondering if anyone could offer me some advice.. I'm a Smile customer & have been for nearly 3 problem free years.. However, i noticed a transaction on my account recently that i didn't recognise, on closer inspection there were 2 transactions totalling over £40 to a software company i have no idea about, never downloaded it etc. The bank approached the company requesting a copy of the sales voucher, which arrived this morning, sure enough they have my name & a slight variation on my home address. The payments are being taken on a subscription basis from my debit card, ordering a new card has no guarantees of stopping it recurring. How do i go about protesting my innocence as they maintain i carried out the transactions, which i know i haven't.. However they're going to waive the fees involved.. Pah! Anyone know anything about this, as Smile are not making me very happy at the mo!!