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

jonesMUFCforever

Start a formal complaint and follow it up if needs be to the ombudsman.
Keep copies of all correspondence and make the complaint succinct and to the point.

ChiefGrasscutter

K_P83 wrote: »

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).

Posters are starting to get jaded I fear........
The snag is that all too often we have had threads on MSE where the OP's account is missing some crucial information and politely asking on several occassions if the OP knows the answer to it produces no response. The thread then stops and dissapears off the front page. Sadly some of us are left with the impression that either the OP is a troll or that the bank/building society/creditcard firm whatever is probably quite justified in their actions........

Anyway:
In this case if the OP had a history of buying stuff from overseas websites then that is one thing. But if the OP had no history whatsoever of buying from outside the UK then that would tend to suggest that fraud may have taken place...... I did not say that this would be crucial definitive evidence merely PART of the evidence.

I would not advise the OP has any contact with the retailer whatsoever. The OP needs to take the stance that the matter is fraud and that they have no knowledge of or have had any contact with the retailer (assuming this is true) so the retailer has no knowledge of them (the OP) in their files.

Someone with Santander will tell us - do Santander online debit card transactions go though a 3d secure/verifyied by visa system where a password is required to be entered up. I have no idea if when such systems are used whether the bank's verification proceedures include recording the IP address of the computer doing the purchasing from. The retailer's online system should have recorded the buying computer's IP address anyway which again might help toward establishing that it was fraud.
Santander could then compare this IP address with the IP address(s) that the OP uses when logging into their account.

meer53

Wait for Santander to call you back as they agreed, remember that this is not their fault, swearing at someone who is trying to help you is unacceptable, doesn't matter how frustrated you are. They have procedures to follow, try to remain calm and ask them why they have redebited your account and see what evidence they have to back up their action. I have seen transactions debit with a retailer description that is completely wrong, it's a processing error, usually human error when inputting the retailer name if the transaction hasn't automatically debited. Give them a chance, then if you're still not happy, make a formal complaint.

steve1980

ChiefGrasscutter wrote: »

Someone with Santander will tell us - do Santander online debit card transactions go though a 3d secure/verifyied by visa system where a password is required to be entered up. I have no idea if when such systems are used whether the bank's verification proceedures include recording the IP address of the computer doing the purchasing from. The retailer's online system should have recorded the buying computer's IP address anyway which again might help toward establishing that it was fraud.
Santander could then compare this IP address with the IP address(s) that the OP uses when logging into their account.

They do.....as long as the person has signed up for it.

ihateyes

when was this transaction made......

JacksterD

leedsfan wrote: »

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

Never swear even in the presence of someone behind the counter anywhere. For one, it's really not very nice; and for two, it can be somewhat intimidating to the person behind the counter (I know from personal experience) and they will almost certainly be less co-operative.

ChiefGrasscutter

JacksterD wrote: »

Never swear even in the presence of someone behind the counter anywhere. For one, it's really not very nice; and for two, it can be somewhat intimidating to the person behind the counter (I know from personal experience) and they will almost certainly be less co-operative.

Did that once many years ago (before the web existed) after been given the run around on several visits and being told the same pack of lies each time.
Got the usual "if you are going to be like that I'm not going to serve you" reply
fine I replied "I'll wait here blocking up this counter - you sod off home"
Result - my problem was fixed in 5 minutes by "management"

The cooperation level increased not decreased once it became clear that I was not a customer they could fob off with more rubbish in the hope I'd go away.
'twas a lesson well learn't to me.

opinions4u

ChiefGrasscutter wrote: »

Did that once many years ago (before the web existed) after been given the run around on several visits and being told the same pack of lies each time.
Got the usual "if you are going to be like that I'm not going to serve you" reply
fine I replied "I'll wait here blocking up this counter - you sod off home"
Result - my problem was fixed in 5 minutes by "management"

The cooperation level increased not decreased once it became clear that I was not a customer they could fob off with more rubbish in the hope I'd go away.
'twas a lesson well learn't to me.

There is a judgement call for said management to take.

1) Resolve.

2) Get the police to remove.

The nature of the abuse directed at staff determines the outcome.

gazza975526570

ChiefGrasscutter wrote: »

Did that once many years ago (before the web existed) after been given the run around on several visits and being told the same pack of lies each time.
Got the usual "if you are going to be like that I'm not going to serve you" reply
fine I replied "I'll wait here blocking up this counter - you sod off home"
Result - my problem was fixed in 5 minutes by "management"

The cooperation level increased not decreased once it became clear that I was not a customer they could fob off with more rubbish in the hope I'd go away.
'twas a lesson well learn't to me.

Just because you "had a result" does not make that acceptable at all.

If you did that in front of me i would be professional towards you however i would ensure you could no longer purchase any product from the company i work for and ensure you could no longer buy the same product from other companies without commiting fraud.

JacksterD

ChiefGrasscutter wrote: »

Did that once many years ago (before the web existed) after been given the run around on several visits and being told the same pack of lies each time.
Got the usual "if you are going to be like that I'm not going to serve you" reply
fine I replied "I'll wait here blocking up this counter - you sod off home"
Result - my problem was fixed in 5 minutes by "management"

The cooperation level increased not decreased once it became clear that I was not a customer they could fob off with more rubbish in the hope I'd go away.
'twas a lesson well learn't to me.

I'm surprised you got that response. Every time we have encountered someone like yourself where I work we have had no hesitation in phoning the police.

There is no excuse for swearing at a working person.