Victim of Debit Card Fraud - Abbey say might not get money back, advice?

puddles

OK, here is a diary of events:

Thursday 26th March – 5pm
Noticed my account was down £1200 with no activity from myself and contacted Abbey. Told that it was 18 debit cards payments to Capital One and to wait until they clear (or not) until they can do something.

Friday 27th March – 10am
Saw payments had cleared so phoned Abbey. Told reclaim forms would be sent out.

Wednesday 1st April – 2.25pm
Phoned again and asked where case is at. Told forms were sent out on Tuesday 30th March and to do this:

• Fill in disclaimer forms and include a covering letter with one to explain that none of payments done by me to cover my back.

• Dispute teams will look at case, talk to Capital One.

• They will send letter of decision and if money is coming back it will be done automatically, but I may not get the money back but she couldn't say why as that's another team that deals with it.

I just wanted any advice on anything else I should be doing or anyone else I should be contacting. Is it normal for this kind of fraud to occur and the victim not get their money back? Thanks

opinions4u

It's a pain in the wotsit and might take a little time to resolve.

They basically need to ensure that you're not somebody trying it on!

I would, however, expect you to be reimbursed in full.

soolin

Have Abbey confirmed that these payments were made with a debit card? There is no chance it is anything like a direct debit or such like?

If it was on a card then could it have been compromised at all as most places will require a security number from the back of the card before they will accept a transaction without seeing the card. If Abbey believe that the person using the card had access to both the front and the back then you may well have problems.

Personally I would be getting more info about exactly what has happened, copy everything you say on the phone to Abbey in a letter and send it tracked so they can't say they weren't aware of anything later.

puddles

They have said they are online payments, but not a direct debit.

I will send a letter of everything that has happened so far and what has been said. Thanks

soolin

If payments were sent via an online transactions then they can only have been sent by someone logging into your account and knowing all your personal log in details. payments online can't be 'called' only sent.

Is there is any chance at all you have used a compromised computer, or have picked up a key logger or fallen for a phish? The bank should be bale to check exactly when these payments were actioned if that helps narrow down where the problem is.If someone has hacked you using all your log in details then you might just have a fight on your hands as users are expected to keep their details safe.

In the first instance while you wait for more info ask the techie board about doing a search on your PC security to see if there is something nasty lurking.

puddles

Thanks for the advice.

Strange thing is I use a credit card for all my payments, including online so if they were able to get any details I would have thought it would be the credit card. I have the debit card but use it for little more than the odd cash withdrawel or t pay my council tax online - could it be that once a month payment that is the root of the fraud?

puddles

This one has a quick and happy ending.

I received the claim forms this past Saturday, sent them off and faxed them on Monday - less than 48 hours later and the money is back in my account.

I have to say that that is fantastic response from Abbey in the end, very happy.

simon_templar_2

Good to hear it got sorted out. Abbey not that bad sometimes!

James

Glad you've been sorted out so quickly.

You might like to write one more letter.

Ask:

How the crime was perpetrated. This will enable you to take the appropriate action.

If a Fraud Warning has be placed on your Credit File.

Confirm they've reported this to the Police.