Unauthorized Credit Card use - HSBC Reluctant to help

dazbyd

.... Hi Andy .... do one thing at a time fella

.... ring the bank and ask them if the transaction was authorised by them, ie: is there an authorisation number and get the time the transaction was processed ... and then see if this is before OR after you reported your card lost/stolen.

Cheers Daz

Lorian

It may seem a daft question (but it's not) but what type of shop was it, and do you know what goods were purchased?

106rallye

have spoken to them and the transaction did take place about an hour before i cancelled my card unfortunatley so it doesn't look good - however if they had let me know this when i asked them in April then i might have been in a better situation to sort it out.

They are now telling me they sent out a letter about it in April asking whether it was a legitimate transaction - I never recieved this letter, it annoys me when they send out such important documents (to me £400 is important anyway it may not be to them!) normal post then do not follow it up if they here no response. I am sure they would not accept it if it was the other way round.

Lorian wrote:

It may seem a daft question (but it's not) but what type of shop was it, and do you know what goods were purchased?

I know the shop and where it is, they sell ski equipment although i have never used it, HSBC have told me its up to me to take it up with the shop to find out what the product was.

dazbyd

106rallye wrote:

have spoken to them and the transaction did take place about an hour before i cancelled my card unfortunatley so it doesn't look good - however if they had let me know this when i asked them in April then i might have been in a better situation to sort it out.

They are now telling me they sent out a letter about it in April asking whether it was a legitimate transaction - I never recieved this letter, it annoys me when they send out such important documents (to me £400 is important anyway it may not be to them!) normal post then do not follow it up if they here no response. I am sure they would not accept it if it was the other way round.

... and was the transaction authorised by them ?? ... ie: does the receipt have an authorisation number on it ??

cheers Daz

106rallye

dazbyd wrote:

... and was the transaction authorised by them ?? ... ie: does the receipt have an authorisation number on it ??

Yes it does, would this not have shown up on their systems when i cancelled the card?

Andy

dazbyd

106rallye wrote:

Yes it does, would this not have shown up on their systems when i cancelled the card?

.... now we are getting somewhere

.... if the operator who took your call, when you rang to inform them, was doing their job correctly then they would have been able to see this transaction as pending when you rang. They would not have known at that stage from where but it would have shown as a pre-auth.

.... does the receipt say 'verified by pin' ?

.... why not pm me with a copy of the receipt ... and blank out the card details ...

.... cheers Daz

106rallye

dazbyd wrote:

.... why not pm me with a copy of the receipt ... and blank out the card details ...

Cheers will see if i can scan it in when i am at work for you to have a look at

Thanks again for all your help and comments so far

Andy

oldfella

even if it occurred before you reported it, your maximum loss is £50 - its in the banking code.

Mike

106rallye

oldfella wrote:

even if it occurred before you reported it, your maximum loss is £50 - its in the banking code.

Mike

Really? if so thats a glimmer of hope! - I also heard that in the banking code the onus is still on the CC company to prove it was not a fraudulent transaction even though they use the Chip and Pin excuse to do their best to avoid this?

If this is also true then i can see why they are telling me its a Chip and Pin still and why the merchant wants to believe it as well!

Andy

oldfella

the code says ...
12.12 Unless we can show that you have acted fraudulently
or without reasonable care, your liability for the misuse
of your card will be limited as follows.
• If someone else uses your card, before you tell us it
has been lost or stolen or that someone else knows
your PIN, the most you will have to pay is £50.
• If someone else uses your card details without your
permission, and your card has not been lost or
stolen, you will not have to pay anything.
• If someone else uses your card details without your
permission for a transaction where the cardholder
does not need to be present, you will not have to
pay anything.
• If your card is used before you have received it, you
will not have to pay anything.