Unauthorised Transaction on credit card = fraud. What to do?

jfh7gwa

korny88 wrote: »

The bank are saying they can't refund the transaction to the card, as the secure 3D payment thing was used online to make the payment.

Er, surely that's not your concern? It can't be a case of...

You: This transaction was fraud.
Bank: Well it was done in a secure environment.
You: Oh. Ok then.

I've had fraud on my credit card before, and frankly whatever fluff they tell you on the phone about why they can't refund is kind of moot. If you've genuinely not been negligent regarding your card details, have not authorised the transaction, I'd be suggesting that the bank investigate and refund post haste, lest their attitude be taken further via a complaint letter and escalation to a higher authority.

never ceases to amaze me how many times the bank hopes that a genuine problem/customer will just "go away".

jfh7gwa

Just to add, I also wouldn't be wasting my time phoning the company concerned, or trying to track down the person who's had the goods delivered. That's not your job. Why waste your time and phone bill?

This is the bank's problem. If their investigation team has the capacity and inclination to chase this, that's all well and good. But since when did the customer have to do their own fraud investigation whilst the bank essentially sits back with a shrug and a "not my problem mate" attitude?

Which bank is this OP?

korny88

Bank of Scotland.

INT1

Ok, well if you didn't set the 3D secure up, it would suggest that the fraudster did. Not really a typical fraud transaction for £90 but whatever floats there boat.

I would suggest calling Bank of Scotland and request that they treat it as fraud, issue you a disclaimer to sign to say you didn't complete the transaction.

As it's a low amount, they are probably just trying to fob you off, but if your adamant that it's not your transaction then stick to your guns and dispute.

jfh7gwa

Oh yes. bank of scotland. i've had a run in with that lot before - husband had an account with them for about 8 years with no problems (because it was just a straightforward account). the moment i entered the scene and attempted to get on there as a joint account holder, they had to do a bit of thinking, and screwed up the account. haven't stepped foot in a BOS branch since 2004, and wouldn't ever again.

do what INT1 says - stick to your guns. they're hoping you just go away. i'd be tempted to write a complaint letter about how 'helpful' they've been just for the chasing you've done, to be honest. you shouldn't have to be chasing them, the company involved, attempting to contact the fraudster - what nonsense!

Fingerbobs

When I had two fraudulent transactions on my Marbles card, Bank of Scotland were excellent. All I had to do was sign a piece of paper to confirm that I had not authorised the offending transactions, and the money was refunded to my card within a few days. I have not heard any more about it since then. But this was a non "SecureCode" transaction! I suspect it would be much harder if the fraudsters had used SecureCode.

pqrdef

If the company can't relate this charge to an order from you, why don't they just refund the money?

Dabooka

pqrdef wrote: »

If the company can't relate this charge to an order from you, why don't they just refund the money?

That's my thought exactly; if no transaction is showing against them at their end, then why would their card have a charge made?

Either way, I'd be all over BoS for this, as has been mentioned on numerous occasions, Secure3D etc are a crock of !!!!!! designed to protect the banks and screw us over; it's happened with PIN transactions on plenty of occasions too.

korny88

pqrdef wrote: »

If the company can't relate this charge to an order from you, why don't they just refund the money?

They were originally saying they couldn't find any of my card details at all, so how were they to refund it, which I thought was strange in itself. They were still unable to find the transaction after giving them all sorts of references from the bank. Only after sending them a copy of the statement, which had no more information than I gave them did they somehow find the transaction.

Think I will contact the bank as most of you seem to be saying. Thanks.

larkim

Just standing back from this a little:-
- the company have supplied goods worth £89.97
- they took credit card details and a delivery address which must have declared that the delivery address was different from the billing address
- did they have a record of the billing address? Their website order form does appear to require the billing address to be entered, if it is different from the delivery address. AFAIK it used to be the case that the billing postcode was checked as part of the ordering process.
- they verified (as far as they are able to) that the transaction was genuine by getting the card verified by the secure3d code
- the bank are saying that as the secure3d code was provided, either you must have been very careless with your secure3d code security, or it was in fact you making the transaction

So, if they have your home address, and they do actually know your secure3d code, I would be cancelling the card straight away, or at the very least changing the secure3d password.

Although I appreciate the bank bashing here, I have some sympathy with them. What else can they do, to all intents and purposes this is a valid transaction, and all that they have is your word that you don't have a mate at a different address receiving stuff on your behalf whilst you play the system to try to get a refund.

At the very least, you have a small claim which you can make against dolphinfitness, don't you?

As an aside, the only time I've ever seen anyone have credit card items charged to them fraudulently, it was for body building food supplements, exactly what dolphin sell. Coincidence?

Matt