Fraud on my account

elfieb

Whilst checking my bank statement online on Thursday, I was shocked to see a HUGE direct debit had been taken out., and had cleared my account.

I bank with Smile, so quickly called them up, and asked them who the direct debit was with. They informed me it was from O2.

I rang O2 (who I do have a mobile phone will, but monthly DDs are £15 without fail), who then inform me that someone had set up a DD in my name and that they were then passing it to the fraud team. They advised me to ring Smile back up and make an indemnity claim in order to get my money back. I duely did, and they informed me that the money would be repaid into my account on Friday......it wasnt. Rang again and told Saturday.......surprise surprise it wasnt.

Now I have spent all weekend with no money in my account through no fault of my own. Surely the money should have been repaid into my account straight away??

Extant

Whether or not it should be immediate is up for debate, as the direct debit guarantee doesn't directly cover fraud - it covers errors.

That said, as this is being pursued under O2's indemnity, Smile should be refunding you promptly, if not immediately.

joon79

Hi Elfie,

I used to bank with smile, and I had a similar issue to yours about a year ago - there was someone setting up direct debits all the time against my account for all sorts of things, mobile phones, internet access, insurances etc etc.

I rang smile and they said there wasnt a lot they could do, which wasnt great, and for a while, I was logging into internet banking every day and deleting direct debits from my account that were appearing constantly!

I'm not trying to scare you with this, but I thought I would warn you to keep a very close eye on your direct debit list in the short term and cancel anything you dont recognise straight away. That way, the money tries to get taken on the day of the DD but then is credited straight back to you as it rejects.

Hope you get it all sorted out soon!

elfieb

Im so so MAD!!

The money has not yet been returned to my account, a legit DD has been taken from my account therefore making me overdrawn!
Speaking to Smile is like talking to a brick wall, they keep telling me the "money will be back in my account tomorrow".

I find it so unfair, that someone can illegally take money from my account with no hassle, but I am finding it so difficult to get MY money returned.

LeeSouthEast

File a complaint. Immediately. I would!