Urgent help/advice needed !!! Please !!

danieljones2010

Firstly, I dunno where to post this but im in despair!

Ok ill explain the whole situation...

Went shopping in tesco today.. trolley full of food and at the till my card got refused.. had to put the whole lot back!!

Annoyed/Confused/Embarassed.. When I got home I checked my online banking to see if I had any funds.. my heart sank when I looked at the screen and my current account was -£800 ... my overdraft is £300!... so I open the statement to see what the hell happened as i've never exceeded my overdraft! and I see a payment to "Endsleigh Insurance" for £742.20 !! ..

:mad::eek: This is very confusing as I DO NOT/HAVE NOT dealt with this company ever! never had insurance with them, not past or present!? so im confused how they have my details and thus charged my card!! ... so I went to the bank and was told ide have to fill in a form to confirm its not me.. then wait upto two months for the money back, but in the meantime ring the insurance company and see if you can get it yourself as it may be quicker that way..

It was on a debit card, so I understand its less safe in this sense then a credit card, but I feel let down by the bank (barclays) and im also confused on how to act! im yet to phone the insurance.. but im gonna get chagred £22 for going over my overdraft.. the bank have cancelled my card so I cannot spend anything unill the new one arrives/until I have money again !

I'm so confused as to what to do! like if I contact them is there anyway they can sort out how someone/they created a policy using my details and if so, erase them, cancel the policy so a person doesnt benefit on my behalf, and will they, pay all bank charges incurred as they have messed up etc :S!?


Any advice will be very appreciated!

Thanks!

zarazara

Hi there, and welcome to the board. Give the insurance company a ring tomorrow morning,but stay calm and reasoned,get then name of the person you are speaking too and also a Reference number for the call, write it all down.
WHatever the outcome tomorrow go to the bank again and tell them what you agreed with the company,and dont forget to ask the bank to reimburse you the fees incured. Keep us posted about progress (or not,as the case may be).

jambosans

You can try contacting Endsleigh, but that might not get you very far.

I would get back in contact with Barclays and ask if they could perhaps temporarily increase your overdraft while the fraud is being investigated - contact their Card Fraud line on 0870 010 4503. Charges, should be covered by Barclays, if the amount is confirmed fraudulent. It would be unfair to expect you, as a customer of Barclays, to request Endsleigh (who you have no association with), for reimbursement of charges.

If you can, start using another account until this mess is sorted out.

danieljones2010

Thanks for the advice, the idea of temp increase of overdraft would settle some worries.. ill try giving endsleigh a ring tomorrow and also go the bank again..

Im just so confused as too how in the world they got my details, like to charge my card they would need my address, name card details including expiry date, so its like identity fraud? making out they were me (the card holder) in order to obtain a policy? i cannot believe its happened !

danieljones2010

Also, when i do ring the insurance company, how should i go about it? should i immediately ask to speak to someone higher i.e. supervisor, manager, etc. Also how would they find out theyve charged me? ive no idea what name this "policy" is in, so would have to give card details so they can look the debit card charge up!? :S

Consumerist

danieljones2010 wrote: »

Any advice will be very appreciated!

It is my uderstanding that, under the Payment Services Regulations 2009, if there has been an unauthorised transaction then the bank must reimburse you immediately while they investigate the matter. Many banks are deliberately ignoring these regulations which have been in force since 1 November 2009.

Get in touch with your bank and point out that they are contravening the regulations and politely demand an immediate refund of the amount taken. If they refuse, start their complaints procedure without delay. If you have to refer the matter to the Financial Ombusman, you will win.

The FSA (0300 500 5000) may put a rocket up the appropriate orifice if you call them first.

You may find this article of some interest

Where a customer claims to have lost money through an unauthorised transaction the onus will now be on banks and building societies to prove there is a good reason why they should not be refunded, rather than on the consumer to prove there has been a fraud, as is currently the case.

Hope this helps. This issue will be of wider interest - please keep us posted
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vaporate

You should get the overdraft charges back as it was not your fault in the first place.

Consumerist

Extract from PSR 2009

Payment service provider’s liability for unauthorised payment transactions

61. Subject to regulations 59 and 60, where an executed payment transaction was not authorised in accordance with regulation 55, the payment service provider must immediately—
(a) refund the amount of the unauthorised payment transaction to the payer; and
(b) where applicable, restore the debited payment account to the state it would have been in had the unauthorised payment transaction not taken place.

Chapter and verse, as it were.
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Pitlanepiglet

I think Consumerist has given you what you need to know....

If contacting Endsleigh, you'll probably find that the policy no/ref is included in the payment ref on your bank statement so have that with you to give them. Ironically be prepared for them not to take to you on "Data Protection Grounds"!