Been the victim of fraud and fraud dept have dismissed me!

leedsfan_3

Hi guys, I have been a member of Santander for 6 months now.
In October whilst perusing my statements I noticed a transaction for 213.00. The transaction was from an Italian company akin to an amazon.
I got on the phone and immediately disputed this. Subsequently the card was cancelled, I was provided with a dispute form, the money was refunded but now having looked at my latest statement, they have upheld the retailers transaction and charged my some kind of transaction fee too.
Now, I am incensed, the notion that I would use an Italian company is ridiculous. However I would like to establish how I best go about this. Clearly someone has utilised my debit credit details, but since they have done this, do I need to demand proof of where the goods were sent to?
I have been back onto Santander and i swore once (not directly at the person) but f sake did come out for which I apologised. It was after all, someone in customer services I spoke to and it's not their fault of course.
After much frustration I have been informed that someone from the fraud department will contact me within the next few few days. Usually I am quite calm about these things but composure has abandoned me on this occassion. Any advice you can provide me with would be much appreciated.
Thank you

moi68

Sounds like the same thing as me with the RBS, See the post I've put on before you, I nead help to as I can't aford to loose £200 pound.

agrinnall

The bank would have no reason to know what online companies you use so they may think that a transaction with an Italian retailer is perfectly reasonable. When the fraud department call you will have to explain reasonably and calmly that you did not make the transaction, but it would be worth you thinking how someone else might have got hold of your card details. Have the bank said how the transaction was authorised, did it include expiry date and the security code? Have you done any transactions previously on sites that might themselves be a bit dodgy? If they don't refund your money then your only option is to go through the bank's complaints process and if necessary complain to the Financial Ombudsman.

leedsfan_3

When the company themselves are based in Italy?
What benefit do you they think the average english person has from reading italian instructions.
The whole thing is a joke, they must have ascertained the ip address and delivery address surely?

rb10

leedsfan wrote: »

When the company themselves are based in Italy?
What benefit do you they think the average english person has from reading italian instructions.

There are 200,000 people in the UK for whom Italian is their main language.

leedsfan_3

They need proof of where it was delivered to then, either way, I have been defrauded.

Gromitt

leedsfan wrote: »

When the company themselves are based in Italy?
What benefit do you they think the average english person has from reading italian instructions.

Still doesn't mean you didn't make the transaction. I purchase goods from China and Japan regularly on my CC. I'd be most angry if my bank thought these transactions were fraudulent.

The whole thing is a joke, they must have ascertained the ip address and delivery address surely?

Why would the bank have the IP address and delivery address? The company taking the payment, yes, but not your bank. Your bank doesn't care where the goods are being sent to. All they have is a payment request to a company which at the moment they believe to be authentic.

You need to get them to communicate with the company who took the payment and request how they confirmed the card holder.

meer53

Why do you think it's a ridiculous notion that an Italian transaction is on your account, thousands of people order goods from abroad, also, there are lots of Italian people living in the UK and lots of UK people who speak Italian. When a fraudulent transaction is dealt with by the bank, they redebit the retailer and ask them to provide more information about the transaction. They don't go into which IP was used. If the retailer comes back with evidence that relates to you, or your address, the CC issuer will redebit you. You need to ask Santander what they have received from this retailer, they should be able to send you a copy of it.

leedsfan_3

Okay thanks

pmduk

Santander seem to assume that the customer is always at fault in cases of fraud. You need to use their complaints procedure and if necessary elevate the matter to the Financial Ombudsman. Once it has been finalised find a better bank.

Nine_Lives

I wonder if some of the members here work for Santander.

While the OP may be incorrect in their assumption of how the system is operated, it seems some members here are more interested in challenging than helping (yes, i'm aware that some have helped).

Having been a victim of online fraud myself, it's not a pleasant experience. Thankfully Nationwide sorted it for me quickly. Having it put to you from all corners that you're basically making it up isn't very nice.


Hopefully you can get this sorted.