Santander Fraud Investigation Team

hammersfan1

meer53 wrote: »

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 ?

I will do. awkward as it is. Is it possible for people to make an exact fake copy of an IP address?

andrew-the-cat

hammersfan1 wrote: »

I will do. awkward as it is. Is it possible for people to make an exact fake copy of an IP address?

It's possible that you have a dynamic IP address which was assigned to someone else after you, but the chance of that same person being assigned your old IP address AND making a payment from your debit card is so incredibly remote that it's near enough impossible.

hammersfan1

andrew-the-cat wrote: »

It's possible that you have a dynamic IP address which was assigned to someone else after you, but the chance of that same person being assigned your old IP address AND making a payment from your debit card is so incredibly remote that it's near enough impossible.

Cheers. Time to ask some questions I think!!!

Former_MSE_Dan

Hi hammersfan - I have sent you a PM with the details of someone at Santander to contact (they saw your posts on here)

hammersfan1

Santander are trying to tell me that they cannot use the visa chargeback scheme as the verified by visa code was used for the transactions in question. Is this true or another stalling tactic by santander??

YorkshireBoy

hammersfan1 wrote: »

Santander are trying to tell me that they cannot use the visa chargeback scheme as the verified by visa code was used for the transactions in question. Is this true or another stalling tactic by santander??

Anything in this table you/they can make fit?...

http://www.barclaycard.co.uk/business/documents/pdfs/chargebacks-intro.pdf (page 8)

hammersfan1

YorkshireBoy wrote: »

Anything in this table you/they can make fit?...

http://www.barclaycard.co.uk/business/documents/pdfs/chargebacks-intro.pdf (page 8)

YB thank you very.much for this! I can see on the page with the chargeback codes for visa cards a number of codes but probably number V75 that could and should be used by my bank. i do believe that i need to now put my complaint in writing but the bank have started.an appeal to the refusal mainly because of my complaints that have been seen by their media relations team on this forum.

older_wiser

I hope the issue is resolved for you hammersfan , i was a little suprised to hear that santander has a media relations team operating on this forum but logically it's what every good bank should do. Santander are trying to improve customer service lets hope this is a sign of this.

meer53

Online retailers can provide banks with the IP address which was used to order the goods, if the card holder uses Internet banking, then their bank can check whether the IP addresses match up. If they do, then it is usually the case that the card has been used by someone known to the card holder. (or someone with access to the cardholders PC and card details)
Visa chargeback code 75 is for unauthorised transactions, if Santander have evidence that the goods were ordered from your PC, i can see why they won't take this on as fraud. The chargeback will fail.
Have you had a chat with your family/housemates ?