Massive chip and pin theft

AngelaSinclair

I received the letter from the HBOS fraud department today. The sum total of the contents of that letter are as follow:

Dear Angela...

I refer to your recent claim for transactions performed on the above number account.

As per our telephone conversation today, I can confirm that we will not be able to reimburse you on this occasion.

Yours sincerely,
xxxxxx
Fraud Officer
Retail Fraud

I was expecting at least some more information on why they'd come to that decision. They haven't even outlined the fraudulent transactions that I was claiming against or given me any more information other than the above.

Following the call to the collections unit yesterday, during which I outlined the facts (again) that a police investigation was underway and that I had a body of CCTV evidence to help prove my case, I made another call today. Instead of just ten days they have now said they will not apply any charges until this situation reaches an absolute resolution. No written confirmation of that, they told me they don't have a 'standard letter' that they can send out to that effect.

I was trying to arrange a meeting with a branch manager and was told that I couldn't have one because branch managers don't have appointment diaries!

socrates

I would send the link to this thread to the Watchdog Team if you have not already done so.

Keep fighting!!

opinions4u

AngelaSinclair wrote: »

I was trying to arrange a meeting with a branch manager and was told that I couldn't have one because branch managers don't have appointment diaries!

To be fair to the branch manager, there will be absolutely nothing at all he/she can do. Their job is to manage sales in the branch. They cannot (and should not be able to) influence a fraud investigation.

I strongly advise pursuing the complaints process, highlighting the information in this thread on Consumer Credit Act and losses incurred while overdrawn.

Go to http://www.halifax.co.uk/contactus/howtocomplain.asp and take it from there. Don't be afraid to take it to the Ombudsman.

I'm sorry that this is one hell of a rocky ride for you.

AngelaSinclair

I hear what you're saying, Opinions 4u. I just feel very lost in this process and really want to talk to a real person, face to face. It's so unnerving speaking to all of these different voices on the phone all the time.

Complaints procedures underway, emailing MP now, contacted people with clout, Socrates. Should really get somewhere with the avenues I've gone down there.

Two and a half weeks after having all of my funds stolen, I'm now somewhat frazzled and hungry!

opinions4u

AngelaSinclair wrote: »

I hear what you're saying, Opinions 4u. I just feel very lost in this process and really want to talk to a real person, face to face. It's so unnerving speaking to all of these different voices on the phone all the time.

You're like me.

But having been the one talking to customers in fraud situations, the best you will get is a cardboard cup of coffee and somebody who can listen, sympathise and then do nothing (because they genuinely cannot do anything).

You could try the CAB or, perhaps, Victim Support. No idea if they can offer practical help in these circumstances, but you can ask.

AngelaSinclair

I went to CAB - they told me I was so informed that I could go and work there giving advice to other people! All down to MSE and reading around on the net. I'll get there...I understand the situation with the front of house staff but the rest I'm still stunned by. Thanks v much, as always.

masonic

It's a real shame all your hard work and the information you provided seems to be falling on deaf ears, but the general sentiment about cases like this reported in the media is that they have to go as far as the Ombudsman before things are put right. You just need to dig your heels in, abandon the account and keep persuing your complaint.

It might also be an idea to phone the Financial Ombudsman Service to confirm what you've heard here about the Consumer Credit Act applying to fraud committed while you are overdrawn. They offer to give advice to customers complaining to their bank and might be able to tell you something concrete you can use to convince HBOS to reconsider.

AngelaSinclair

And they're applying charges again. Today my overdraft has gone up from £2254.66 to £2359.66. They have actually taken £105.00 to cover the charges incurred by the thieves. And they have laid on another £91.00 to come off on the 30th May, £8.99 to come off on the 30th May and £28.00 to come off on the 30th June.

This is truly unreasonable. I'm beyond angry.

I called the collections unit and asked them why new charges had been applied and they completely denied that one of their staff told me no more charges would be applied.

:eek:

socrates

You can demand a copy of all the recordings of conversations that have taken place between you.

Get them and put them in the file called

Operation WatchDog!!

AngelaSinclair

socrates wrote: »

You can demand a copy of all the recordings of conversations that have taken place between you.

Get them and put them in the file called

Operation WatchDog!!

I will do! Have been speaking to The Times, they have all the details of the story and I'm going to keep in touch with them throughout the complaints process. :-)