HSBC charging me for unauthorised transactions

samwsmith1

Marksweb wrote: »

Thanks for the links.

I've had what will probably be the last conversation with HSBC on this matter this morning.

Essentially this week I've phoned them in the evening 3 times & been lied to. So phoned at 9am today to ensure I could speak to someone.

I was passed on to an off-shore call centre & told that they would not consider taking the case any further because the transactions had passed through 3D Secure authentication and "only you should know your password" were their reasons.
None of this seems to meet the FSA Guidelines (5.1.11) which states that they must prove that I authorised the payments.

I've been in contact with the Police (on twitter!) & was told to report it to actionfraud.org.uk and I also sent the story to BBC's Watchdog.

I don't know if its worth going to the local police station as well this evening.

Last time I shopped on play they didn't operate the 3D secure programs (Verified by Visa & MasterCard Securecode), and the logos aren't shown on the site - so no idea how they can say that!

jonesMUFCforever

Forget getting in touch with Play.com the dispute here is with the bank.
Reply to the letter OP has received marking it OFFICIAL COMPLAINT stating you did not make/authorise the transactions - if you do not get a satisfactorily reply then contact the ombudsman.

Marksweb

Thanks guys.

Play finally replied to my emails after I found their helpdesk & customer services emails on here earlier!
I've told them that I'm completely locked out of my account & asked what they are able to do to help with regards to the £875.

James

Why not seek some advice from Action Fraud? You can call them free on 0300 123 2040.


Click for their website. And if you call why not tell us what they advise you to do?

Good luck.

Marksweb

James wrote: »

Why not seek some advice from Action Fraud? You can call them free on 0300 123 2040.
Good luck.

Thanks.
I reported it to them online last night after some advise from Greater Manchester Police on twitter.

I don't know if I mentioned it on here but I also reported it to watchdog because there's so many people that don't understand the way play.com operate.

Marksweb

olly300 wrote: »

1. Get in touch with play.com again in writing. I would do it via an email and also a letter with proof I posted it to them i.e. recorded signed for, asking them to state that their system is 100% secure, there is no chance that your account could be hacked and no-one else has complained of this in the past 6 months. Plus I would also ask for my money back.

I contacted Play with pretty much what you've suggested & they responded with a lot of corporate spiel. Here's a taster:

At Play we take online security very seriously and the Verisign Secured certification is an independent recognition of the secure shopping environment that we offer. We also employ a number of security features including encryption in order to protect our customers and their information. A customer’s login information consists of a user name (their registered email address) and a password, without both access to an account is not possible. We operate a strict data security policy where all customer passwords are encrypted at the point of creation by the customer. Retrieval of a password is only possible by the customer requesting their password be emailed to their registered email address via our website.

Customer passwords are not viewable on any internal system and no one has the ability to view a password. In addition, account activity and changes made by the customer are logged and monitored whether performed via the web interface or the customer service application and automatic emails are sent to the customer when key information is altered.

Customer details cannot be compromised internally and Play is continuously upgrading to ensure that we conform to required data security standards to protect customer data. Additionally as part of the PCIDSS accreditation process which Play.com is coming to the end of, we have undergone extensive penetration and integrity testing on the website and internal systems and no vulnerabilities have been uncovered.

Fraud on an account can only occur when an account holder’s password has been compromised. As the account holder it is your responsibility for the safe keeping of your password and for monitoring your account and all of the activity on it. We strongly advise you to check your anti-virus and anti-spyware software to ensure they are up to date. We also recommend that you change all your personal passwords on a regular basis.

They also said its still under investigation. But its interesting that someone said they don't use 3D secure, and they've said there that its Verisign. I've just checked the documents they sent to HSBC and it does indeed say "each transaction would have been subject to a 3D Secure challenge at the time of purchase"