Santander Fraud Investigation Team

hammersfan1

Hi,

I have having some trouble with the fraud team at Santander.

I reported some fraud that I have had on my santander debit card to their fraud team yesterday. I was told that I could expect to see a refund within 48hrs or I would get a phone call from them if they weren't going to credit the funds before the investigation.

Knowing my rights I quoted the FSA in saying that they must refund my account in full immediately unless they have proof that I did the transactions or I acted with gross negligence. They also mentioned about the disclaimer form and I said of course I will sign and return it however the FSA also says that they cannot delay a refund just to wait for this form to be returned to them.

So far they have fobbed me off. What else can I do to get this refund put into my account ASAP? When I had a similar problem with LTSB they put the money back in within 12hrs.

Can anybody give me some advice here? Also does anybody know the direct number for their fraud department?

Cheers

John

pmduk

Santander work to their own rules, despite any regulations to the contrary. Make a formal complaint and if necessary escalate it to the Financial Ombusdsman. Make sure they are aware that you will hold them responsible for any out of pocket expenses incurred by their failure to abide by the rules.

Big_Hairy_Spider

Agree with above, the threat of referral to the FO should wake them up, especially as the FO levy a fee to the financial institution for every complaint they receive (provided you've tried to resolve with Santander first).

hammersfan1

Just received a call from Fraud Department and they are saying that the IP address that was used for the transactions are the same as one used before and therefore it is unlikely that they will be giving me a refund of the transactions. They are conducting more enquiries and will get back to me.

YorkshireBoy

Big_Hairy_Spider wrote: »

...the FO levy a fee to the financial institution for every complaint they receive

That's not correct.

The (currently £500) FOS case fee is only charged where the case has had to be passed to an adjudicator, and fewer than 1 in 6 cases are passed to an adjudicator.

http://www.financial-ombudsman.org.uk/publications/technical_notes/QG1.pdf

bengal-stripe

hammersfan1 wrote: »

I reported some fraud that I have had on my santander debit card to their fraud team yesterday.

Oh dear..............you are accident-prone! Only a week ago you lost £ 29,500 to fraudsters.
How much was it this time?

hammersfan1 wrote: »

When I had a similar problem with LTSB they put the money back in within 12hrs.

http://forums.moneysavingexpert.com/showpost.php?p=49122769&postcount=9

"To lose one [STRIKE]parent[/STRIKE] amount may be regarded as a misfortune... to lose both seems like carelessness." (Oscar Wilde)

hammersfan1

is the amount that has been taken

meer53

If they've said that it was your IP address that was used to order the goods, sounds like you need to have a word with your family/housemates ! Are the debits to a company you have used before ?

notts_phil

hammersfan1 wrote: »

Just received a call from Fraud Department and they are saying that the IP address that was used for the transactions are the same as one used before and therefore it is unlikely that they will be giving me a refund of the transactions. They are conducting more enquiries and will get back to me.

How exactly would they know this..... Sounds Like a bluff

hammersfan1

notts_phil wrote: »

How exactly would they know this..... Sounds Like a bluff

They are saying that they got the ip address through their secure code thing. is that possible or are santander just trying it on?

nelly12

hammersfan1 wrote: »

They are saying that they got the ip address through their secure code thing. is that possible or are santander just trying it on?

Possibly through verified by Visa?