HSBC Fraud Investigation Process

GlennSoutham

Hi all

First post on here so go easy! On Wednesday evening I was out for some drinks with work colleagues and proceeded to a club where I went to buy drinks. I went to pay with my VISA debit card (from HSBC) and it was declined - they asked me to try again which I did. It still didnt work. This bar was in Grays Inn Road.

I then went to try and cash out of a ATM later that evening and this was authorised. However, after looking at my internet banking this morning I noticed that over £375 was spent on my card in a hotel bar in Park Lane. I was 100% not there.

I obviously called up HSBC, cancelled the card and everything and was put through to the fraud team. They tell me the transaction was verified by pin which is worrying as I was simply not at that location. Thankfully they have refunded me the amount pending investigation.

They have said though that they can claim back the money should the investigation rule in their favour which is worrying because of the pin being entered.

Does anyone know how these investigations proceed? At the moment it seems its my word against there's. I was in London that evening so its not beyond the realms of reality that I couldve spent that money - but I didnt.

Advice and notes are appreciated. Many thanks.

maninthestreet

Have HSBC explained why your debit card was declined (twice?) when you tried to use it in the bar in Grays Inn Road?

GlennSoutham

No they havent actually.

I'm sure I will have to explain it all when then send the forms through. The merchant told in the bar just told me it was declined and I should try again.

My gut tells me someone saw me put me pin in and its been cloned in some description in the bar. That being said, would they be able to use it within an hour at another bar?

More angry with myself for allowing someone to see my pin (if that's whats happened).

Is the onus on HSBC to prove it was me who made the transaction or up to me to prove I didnt?

maninthestreet

Glenn,

HSBC should be able tell you whether any debits were declined when you tried to use your card in the bar in Grays Inn road - my guess is your card was cloned at that point, and someone observed you entering your PIN number. Do you know the name of the hotel in Park Lane where the PIN-approved debit for £375 was made?

GlennSoutham

Yes, the Red Marble Bar which is in Park Lane.

That's what showed up on my internet bank account. Thanks for the help.

tipsychick

Personally I'd be inclined to report it to the police as a crime has been committed. I'd have thought at this stage CCTV should be available at the Red Marble Bar, if you can get the police to request it. By the time HSBC have completed their investigation, it might be too late to obtain it and if they find against you, it's very difficult when it's your word against theirs and the PIN has been used.

If you can get the search button to work up the top, there have been several threads in the past on a similar theme that might offer helpful advice.

GlennSoutham

Thanks tipsychick. I've been advised that HSBC will file the report with Action Fraud which is a part of the police.

Thank you for all of your help.

Lokolo

I assume you don't have the receipts whereby it was declined?

tipsychick

This was definitely one of the threads I was thinking of:

https://forums.moneysavingexpert.com/discussion/1663689

I think it will make a difference that yours is a debit rather than credit card though.

If you know the name of the bar in Gray's Inn Road, try googling and see if anything comes up. Nothing seems to for the Red Marble Bar, other than it looks like the kind of place where you'd prefer someone else to be paying!

Good luck getting it sorted.

GlennSoutham

Thanks guys.

tipsy, you're right. Red Marble Bar does not exist looking at Google, I think I got it confused with "Red Bar".

This is all so frustrating.

worried2011

Hi there, My other half visited this bar, and it is a gentlemens club. he put his card behind the bar as he had clients with him and all in all he had £5500! in 4 different transcations taken from his card. this happened on the same date as the original poster. Barclays have refused to refund it as they think it was unlikely to be fraud as they do not believe that his pin could have been seen...!!! where they there! no think not. What should I do , I know it is 2 years on but i have only just found out that they did not refund it as I was cleaning someof my other halfs letters up..HELP!!! what can we do?:eek: he only authorised 1 payment at the beginning and 1 at the end.