Credit Card Fraud (EGG)

Haushinka

Hello,

I hope I've put this in the correct place?

Today I'd checked my EGG account online, as I have been changing my email address on all my accounts due to being spammed to the hilt and discovered a very concerning transaction on my card!

02 (UK) LTD LEEDS 044 £349.00

I'm not sure if anyone recognises this, I know it looks like a regular O2 transaction, but I've not used my card since the 21st December so this obviously stuck out, especially since I'd cleared the card! Plus, I've never relayed this card to O2 for any reason at all.

I don't know my own pin number, purely to avoid using my credit card in case I've had a few to many to drink :rolleyes: so it could have only be an online transaction. More recently I've used very.co.uk, Amazon & play.com, so maybe one of their databases has been compromised in some way. Either way, I'd urge everyone to check their accounts just in case.

Also, could anyone give me some advice in what the procedure is? I've reported it to customer services, and they have referred it to their investigations department who aren't in till Monday now. What is the next step in all this?

Anyway, thanks for reading! Hopefully this hasn't happened to anyone else.

Dani x

James

Here’s what I’d do next.

I hope you noted who you spoke to as well as the date/time of your call.

Follow your initial call up with a letter to their Fraud Dept.

State you never carried out this transaction.

Ask Egg if the transaction is fraudulent and not a mistake. I

f it was a fraudulent transaction ask how the crime was perpetrated. i.e. Was it your Card Details that were compromised or was your card used with your PIN.(This will enable you to take the appropriate steps to protect yourself).

Suggest if it is fraud will Egg report it to the Police or should you. If they say we will – ask them to give you a reference number, or confirmation in writing they’ve done this. (By doing this it’s power to your elbow – i.e. you’ve not committed first party fraud).

Send the letter recorded and keep a copy.


Keep a note of any further telephone calls, who you speak with, date times etc, and a gist of the call.


From the New Payment Regulations:

Unauthorised transactions – if you think a transaction on your account was not authorised by you, the bank or building society will need to prove either that you authorised it, or that you either deliberately or carelessly allowed someone else to get hold of your password or PIN. Just because your PIN was used will not necessarily be enough to prove that this is the case. Unless the bank or building society can prove this, it will have to refund your account immediately. If it can show that it needs to investigate the claim, then that investigation must be done quickly (within a few days).

Good luck.

emaclaca

I've just had my second fraud on an egg card in 3 months. Both instances came from online travel companies in both cases. Like your case I didn't use the card outside and didn't know the pin. Have had card cancelled on both occasions but I would report any suspicious transaction as soon as you spot it. They can put a block on the card immediately and hopefully minimise the number of tranasctions that get through.

The fraud dept should contact you within 10 days of reporting it. They will then send you a form asking you to declare that the fraudulent transactions were not authorised by you - effectively you legally represent that you were not complicit in the fraud. After this, the refunds should be processed pretty quickly.