Credit Card Fraud

topcat9

Hi Sonja, What a nightmare for you! As others have said, your daughter will probably have to slog through the complaints procedure with Lloyds, but in the meantime has she tried phoning Asda? She might not get too far with whoever picks up the phone as they may want userids/passwords etc (which if she hasn't signed up she won't have) but she could ask to be put through to whatever department deals with customer complaints or fraud. Their Customer Services number is 0844 8733333. Best of luck.

ps I would also forget about going into/phoning the branch - get the number for the Fraud department at Lloyds and deal directly with them.

tigerlily43

Lloyds will have a chargeback department - Barclays have as my card was used fraudulently and the whole approach appears different- they believed me as opposed to not. I believe they looked at my account conduct and realised that these transactions were out of the ordinary.

As you have been advised elsewhere you need to exhaust all avenues with both Lloyds and Asda before going to the FOS as they will not entertain your complaint without evidence that you have done so.

Addresses aren't necessarily the defining evidence - my kids live with their dad and I have often had stuff delivered to their house (not the billing address) so that in itself isn't enough.

Your daughter needs to push this harder

tigerlily

INT1

Wow this thread is still going, Sorry to hear you not got it resolved.

Reading your first post, it looks like Lloyds raised a chargeback against Asda and this 2nd presented which means the chargeback failed due to possibly a few reasons:

Transaction was 3d secure as in verified by Visa or Mastercard secure code
The Billing address (daughters address) matched the delivery address

When the chargeback is raised and fails, Lloyds will be given a full breakdown on why this chargeback failed.

I would persist on with them if I were you (or your daughter)


Let us know how you get on

SnowTiger

INT1 wrote: »

Reading your first post, it looks like Lloyds raised a chargeback against Asda and this 2nd presented which means the chargeback failed due to possibly a few reasons:

Transaction was 3d secure as in verified by Visa or Mastercard secure code
The Billing address (daughters address) matched the delivery address

When the chargeback is raised and fails, Lloyds will be given a full breakdown on why this chargeback failed.

Asda don't use Verified by Visa. Well, I haven't been asked for my VbV details when placing an order. Presumably they don't use Mastercard SecureCode either???

The billing details and delivery details matching seems a little unlikely. I'm pretty forgetful at the best of times, but even I would notice if Asda arrived one day with £112 of groceries I hadn't ordered. :rotfl:

This whole thing seems a little odd. I've never heard of a credit card being fraudulently used to buy online groceries.

Marksfish

While this is ongoing, it should be treated by Lloyds as a disputed payment, until you receive their final reply. This means that although the charge may appear on your card balance, Lloyds should not be charging interest on it, neither should you be obliged to pay it. Once Lloyds reject the complaint and give you their final answer, they will back date the interest to the date the transaction was processed and you may be obliged to pay it whilst disputing with the FOS. If you don't pay it, thy will register it as a missed payment with the credit reference agencies. Your best bet for some definitive advice is to ring your local Consumer Direct.

Good luck

Mark

sonjaday

Thank you all so much for your continued help and support.

This matter is so frustrating.

Some years ago I had some disputed small amounts on my Nationwide credit card and the building society were really good and credited the amounts to me with no question, which is such a difference to this instance.

The situation has been drawn out due in part to the weather with staff not able to reach work and the Christmas holidays.

Although someone from Lloyds credit card services was supposed to ring back, as yet they haven't.

I've now found some phone numbers for LLoyds credit card services which we'll ring after the holidays and I'll let you know what happens.

Thank you all once again.

Sonja

brokeinyorkshire

From experience working Visa Debit fraud, the company would have had to send back proof that the transaction was actually made by the customer. Lloyds would not just take their word for it!!

OP should ask to see the proof.

We used to send the proof to the customer, for example a copy of the customers genuine signature although this would not apply in this case.

I can only assume that Asda sent proof of the delivery address to lloyds so the OP should ask to see that.

I don't do home shopping but wondered if customers have to sign for the delivery? If so the bank may have a voucher with the signature on it. Just a thought.

J

sonjaday

Thanks for that advice.

We'll be able to phone tomorrow as, hopefully, things should be back to normal, with regards call centres.

We have a list of questions gathered after reading the helpful tips from this thread. I pity the poor person who answers the phone to us.

I have had home delivers from Tesco in the past and you're quite right, I had to sign for the delivery.

Actually I was assuming that it was a food delivery, but actually Asda do much more than just food, I'm not sure exactly what the order was.

I'll let you all know the results as soon as I have an answer.

Thank you so much for taking the time to help over the holiday weekend.

Best wishes to all.

Sonja

sonjaday

Hello and a Very Happy New Year to all

The credit card saga continues. Today 4th, my daughter had a letter from Lloyds dated the 23rd December, with regard to the disputed amount. The first dispute, my daughter had to sign a form to confirm she was disputing the amount, this letter had another form included which once again had to be completed and returned within 10 days, or it would be assumed she had acknowledged the debt was hers. Also included was the Asda bill, which turns out to be for groceries. We live in South Wales and the the delivery was to an address in Dagenham, Essex. The Christian name was different, although they had the same initial. The signature on the bill was just a childish surname written in capitals in thick black felt tip pen.
This so obviously does not belong to us that it would be laughable if it wasn't so frustrating.

Phone calls today have prooved useless, so we've sent a written reply and enclosed a copy of the bill which was sent today. Hopefully this will be the end of things, but I'll let you know what happens.
Thank you all so much for all your patience and helpful advice.
Sonja

sonjaday

At last it seems there may be closure in this matter.

Although a written reply has yet to be received, Lloyds Bank rang my daughter to ask her to use her internet banking more often. They want to send her paper statements if she doesn't use the internet more often. So she took the opportunity of asking about the credit card situation and eventually spoke to someone who said that the disputed amount had been taken off her credit card, two days after we wrote the reply letter.

Why Lloyds still haven't sent an official letter in reply, I don't know, but, hopefully now this matter will at last be laid to rest.

Thank you all so much for your help and support. It's a great boost to self confidence when such kind people are willing to help in stressful times.

Thank you all once again.
Sonja