I've been a victim of online debit card fraud and would like some advice please

[Deleted User]

juliet_f wrote: »

I too bank with Santander and was the victim of an online debit card
fraud towards the end of last year. Admittedly it was a small amount, £7.50, but Santander returned it to my account within 48 hrs. I seem to remember them saying to allow up to 30 days when I initially spoke to them. The customer service I received was fine, they were very pleasant on the phone and I have no complaints about how they handled my case. I hope you get your money back swiftly!:)

30 days is just too dear
3-7 working days expected or immediately for some :S

Rascalov

It's been 6 days now and I still haven't received any money back. My most recent phone call to Santander was on Friday. The person I talked to on that occasion said that if I haven't received a refund to my bank account, or have not received any forms in the post by Wednesday, I should phone up again. He did not offer me any assurances as to when the money would be returned to me. He just said the fraud team are investigating it. If the situation remains unchanged by Wednesday, what should I do next? Start looking for legal advice? It's possible the problem may have been resolved by then, but my gut feeling is that it won't be. On all of the occasions on which I have phoned them so far, no one from the actual fraud department has spoken to me, even when I have specifically asked to speak to them. It's just been whoever the advisor is who picks up the phone.

Also, to the person who suggested changing banks, I am certainly considering that, but not before I've received my money back from Santander.

starrysummersky

Hey Rascalov, I discovered the exact same fraudulent transaction on my debit card and I'm also with Alliance&Leicester/Santander. The transaction was identical to yours, on the same date for 116.85GBP.

When I called the bank they asked me to call Amazon first. I did this and they could not find any such transactions for that amount. This was both amazon uk and amazon us. This makes me think the fraudster is pretending to be from amazon but actually isn't. I then phoned the bank again and got through to their fraud deaprtment and spoke to a specialist who cancelled my card and told me they would investigate and refund me the money within 48 hours as long as the transaction appears to be fraudulent.

Similarly to your case, they said they would send me a disclaimer form in the post. Anyway, I thought it was a strange coincidence that we would both have exactly the same fraudulent transaction on the same date! Which part of the UK are you from? Maybe it has something to do with our location?

jen245

I had fraud recently on my fairfx card. When I called them, they stopped my card straight away, they emailed me the declaration form to fill in and fax back, which I did. Within 24 hours the money was back in my account, and a few days later, I received a new card. The whole process was complete within a week. It's ridiculous that it is taking them so long to sort it out, but nothing surprises me with santander!

Rascalov

starrysummersky wrote: »

Hey Rascalov, I discovered the exact same fraudulent transaction on my debit card and I'm also with Alliance&Leicester/Santander. The transaction was identical to yours, on the same date for 116.85GBP.

When I called the bank they asked me to call Amazon first. I did this and they could not find any such transactions for that amount. This was both amazon uk and amazon us. This makes me think the fraudster is pretending to be from amazon but actually isn't. I then phoned the bank again and got through to their fraud deaprtment and spoke to a specialist who cancelled my card and told me they would investigate and refund me the money within 48 hours as long as the transaction appears to be fraudulent.

Similarly to your case, they said they would send me a disclaimer form in the post. Anyway, I thought it was a strange coincidence that we would both have exactly the same fraudulent transaction on the same date! Which part of the UK are you from? Maybe it has something to do with our location?

Hello starrysummersky,
Thanks for your post. I am from the North West of England. Have you actually received any money back from Santander yet, or any forms at all from them?

starrysummersky

Rascalov wrote: »

Hello starrysummersky,
Thanks for your post. I am from the North West of England. Have you actually received any money back from Santander yet, or any forms at all from them?

Hi, I only discovered the fraud this morning when I checked my online statement so I rang them straight away so I don't expect anything to happen for a couple of days at least. They told me it should be sorted and I should have a new card and PIN number by the end of the week.

I'm from the south of England, so I guess geography has nothing to do with it. I'm guessing its someone who has got our card details from hacking our online transactions and used the amazon.com name to try and hide the activity.