Capital One Mastercard (Cashback & Fraud)

sags

I've had the Capital One Mastercard for a number of years. It gives:
* 1% cashback on all purchases
* Pays you an annual £10
* Various other occasional benefits (discounted MOTs)

However I've also found that in the last two years I have been the victim of credit card fraud and they have been really poor at dealing with it.

1) They only contacted me after they had authorised a fraudulent transaction by which it was obviously too late to stop they payment. They then expected ME to go to the place where the transaction was made and ask for a refund - how ridiculous

2) Their systems failed to detect a 3,500 fraud made in Dec/Jan by a clever person (possibly a Tesco employee?) who made a large number of transactions of between 200 and 300 pounds over the course of a few weeks. When I saw the issue online again they initially didn't treat it at fraud and expected me to go to a Tesco store that I'd never even heard of before to sort it out. They are now looking into the issue but will not respond to requests for an update.

Any one else find this with Capital One? I've never had any fraud attempts on any of my other credit cards ever.

I noticed recently that despite all the other complaints about them Santander seem to have a very good automated fraud detection system. (well better than Capital One)....

izools

HSBCs fraud detection system is VERY good, as is their CS.

If you're considering any high street bank, consider them, for the love of god don't consider Santander.

Write to Capital One's head office complaints address recorded delivery providing them 30 days to refund the transactions and resultant interest.

Refer the matter to the FOS (Financial Ombudsman) if they don't fix your account within 8 weeks of your first bringing it to their attention.

kayl

I had experience of fraud on my capital one card last year, and found their service to be excellent.
I discovered that my card had been used on numerous occasions to pay for cinema tickets throughou tthe UK and to pay for mobile top ups. They not only immediately refunded all the amounts to my account and issued me with a new card, but assigned me with a named person who would deal with any further fraud issues. On a couple of occasions thereafter they called me within half an hour of a transaction going through which they thought might be fraud and which they wanted to check - thankfully it wan't

sags

Capital One were good as far at it came to stopping the card. (which they would be becuase it's them that looses money).

They issued me a new card but it took 10-14 days to arrive in both instances which means I lost out on the cashback for that time. I can't see why it should take so long.

I certainly didn't get a named person at the fraud department, but I think I will write to them.

I think the customer service from capital one employees in the UK is great. The service I get from outside UK people is variable.

roddydogs

?? you didnt notice £200-£300 going misssing over a "Number of weeks"?

F_T_Buyer

Capital One were quite good with me, someone fraudulently used my card in Dublin (I live in the UK, and have never been to Dublin) and stopped and reversed the transactions straight away. Infact, they rang me the minute a second transaction went through about an hour later than the first.

They did however ring me up to interview me about it, but I knew nothing apart from what my online account said at the time. Also, my card has never left my side. All done and dusted in about 2days, and got a new card in about 7days.

sags

roddydogs wrote: »

?? you didnt notice £200-£300 going misssing over a "Number of weeks"?

Well I'd only notice if I was logging in online every day to check by balance? who does that? Normally I enter my receipts into my accounts package and reconcile with my statement when I receive it.

I picked it up before they sent me a statement.

So by "a number of weeks" I probably mean something like three.

sags

I think Capital One are great at refunding the money (hey if they didn't they'll be in a lot of trouble) but what they won't do is ammend direct debits, so if you've been statemented a fraudlent transaction the only way you can stop the money being taken from your current account is to cancel the direct debit and then wait for Capital One to clean up your account before you re-create the direct debit. That's hassle the customer shouldn't have to put up with.

My main complaint is the delay in replacing a card and the lack of detailed information given to me about what happened (what actions they took to pursue the fraud, what they found out).

In the most recent case I actually rang up Tesco's fraud department. They said they would talk to Capital One about it if they got in touch, but they would not talk to me because of "data protection". There's nothing in the data protection act that says they can hide information like this. If they found and fired an employee who had committed a fraud they couldn't give out his/her name but they could at least tell me that they had fired someone etc. etc.

A Tesco employee explained to me that it's actually very easy to clone cards from chip and pin machines, they just have to connect something to the USB port apparently....

roddydogs

sags wrote: »

Well I'd only notice if I was logging in online every day to check by balance? who does that? Normally I enter my receipts into my accounts package and reconcile with my statement when I receive it.

I picked it up before they sent me a statement.

So by "a number of weeks" I probably mean something like three.

"Who does that?" most people with online capacity I should think, I certainly do except when on holiday.

sags

Well if everyone follow's Martin's advice and are rate tarts that would be a hell of a lot of bank account and credit cards to work daily.

I don't know what sort of hours you work but between work and spending time with my kids I don't have the time to log in to all of my accounts daily! If I did I'd consider myself a little paranoid.

brewerdave

roddydogs wrote: »

"Who does that?" most people with online capacity I should think, I certainly do except when on holiday.

So do I; One of my cards has been used fraudulently on 2 occasions in the past - thankfully my card issuer noticed very quickly both times.
I check my current accounts and both credit cards online about 5 times a week. 5 minutes work for peace of mind.:j