URGENT HELP NEEDED: Credit Card pin & chip fraud

belfastgal007

Hello,
I got a call today morning from my credit card company verifying some charges and I realized that my card had been used to make some fraudulent charges last night.
Last night between 6pm to 8pm, my card was used at different stores and atm machine for charges upto total of £1300. Thecard was with me the whole time, so it is not lost. I have also been careful with my pin. But still somehow someone used my card along with my pin to make transactions at different stores.

Credit Company had launched an investigation but they sounded very skeptical about how a thief could have gotten my pin. The lady on the phone kept saying she didn’t understand how someone could have my pin. I think they are going to ask me to pay for this amount.

If they do that, what are my rights? Can I file a complaint? If so do I file it only with credit card company or with someone else too?

The biggest problem I am moving out of UK in 5 days. So I won’t be physically present here to follow up on my case. I don’t know what to do right now. Very confused and worried. Any suggestions would be welcome.
Thanks

Gromitt

So they have proof that the transactions were authenticated by chip and pin?

Do you actually speak to the fraud department directly ? It would be strange for them to talk this way.

duchesspink1

surely you don't need to be in the uk to follow up the transactions and subsequent investigation on your card

I have been defrauded in the past and yes of course they'll ask how your pin could have been known by someone else, its a standard question because if you answered that someone other than you knew your pin, then you'd be in breach of your account contract. I'm sure they'll sort it all out and you'll be refunded for the amount that was stolen from you.

don't let it spoil christmas, just relax and if there was a fraud committed, then they'll get to the bottom of it. You understand that they can't just take your word for it and have to question and investigate.

belfastgal007

thank you for replying.

yes the credit card company verified that the transactions were all pin & chip. None of them happened online.
1) The card was used at the atm twice to withdraw cash.

2) and 4 times at different local retail stores to purchase large ticket items. local stores were HMV, argos etc.

For all these transactions pin was used.

I could only speak to customers service department. They didn't let me speak to the investigation team.

yesican

belfastgal007 wrote: »

thank you for replying.

yes the credit card company verified that the transactions were all pin & chip. None of them happened online.
1) The card was used at the atm twice to withdraw cash.

2) and 4 times at different local retail stores to purchase large ticket items. local stores were HMV, argos etc.

For all these transactions pin was used.

I could only speak to customers service department. They didn't let me speak to the investigation team.

If the customer service dept is not being helpful,demand to speak to the fraud team as this is very serious.
Did they tell you WHERE the ATMs,shops that were used to commit fraud?
It happened to me years ago with my LLOYDS card -after a few rants here and there from me,they refunded moneyback to my account because quite simply, i was not responsible for handing out my PIN to anyone-nowadays,fraud can come in many ways...

I wish you all the best in everything,ie,getting THIS sorted,Christmas and on your trip...

jonesMUFCforever

The card might well have been cloned. Somewhere where you have shopped the card might have been skimmed.
If you can prove you were not at the locations when the transactions were made you should not have much to worry about.
At least it is the bank's money at risk here because a credit card has been used - just think how stuck you could have been if they had hacked your account debit card?

James

Frist of all. Your card issuer has to PROVE you used your PIN.

For your own peace of mind. Report this to the Police (insist they give you a crime report number). Explain everything to them. The reason for doing this is that basically your card issuer is accusing you of first party fraud.

I'd seek advice soonest from Action Fraud (click here). There number is 0800 123 2030.


Then let your card issuer know you've done this. Put this question to them - Are you accusing me of 1st Party Fraud or being negligent with my Card and PIN? Have you (card issuer) reported this to the Police?

Make sure you keep an accurate Diary of everyone you've talked or written to.

I hope this helps and you get it sorted.

For anyone else reading this. To prevent this happening to you, get yourself a Chip & Signature Card.

belfastgal007

Thank you all for replying. Here are my answers.

1) "If the customer service dept is not being helpful, demand to speak to the fraud team as this is very serious."

credit card company didnot let me talk to the fraud department, I got the impression that due to christmas holiday they were not working. I will call them tomorrow (monday) and ask specifically to be connected to the fraud department.

2) "Did they tell you WHERE the ATMs,shops that were used to commit fraud?"

yes they gave me the exact address of all the stores and atm machines. all of them are located on the high street in the city center(about 2miles from my flat).
This fraud occured between 6pm -8pm friday( 23rd dec). I was home with my partner at that time.

3) "If you can prove you were not at the locations when the transactions were made you should not have much to worry about."

how do i prove that? Even though I was home , I have no proof of it.
the only think 2 things I can think of are
a) I have never used credit card to withdraw money.
b) On signature panel of my credit card, i have written " please check id". Though in last 2 years hardly any store has taken note of it. should i tell my credit card company about this?

i contacted the local stores like HMV( where almost £400 was spent). but they said due to privacy issues they cannot discuss any transactions with me.

4) "For your own peace of mind. Report this to the Police (insist they give you a crime report number).”

I did go to my local police station yesterday but the policeman said as the fraud amount was low (£1300) they don’t investigate such cases, only the banks handle them. if the amount had been around £10000, they would gotten CCTV footage and looked into it.

Though after explaining my situation he did say that legislation was on my side and credit card company should refund me the money.

5) Should i go again and insist that they write up a report for me?
6) thank you for “ action fraud “. I will call them up on Monday.

vax2002

Firstly the bank KNOW that they do not need to intercept your pin and that the chip and pin machines are very vulnerable to both card and pin details interception.
The bank opted for a cheaper security than recommended.
They will accuse you of not guarding your pin, they will send stooges to post on forums to back them up.
The machines are extremely vulnerable and you will need to start some research.
Some further reading:
http://www.thesun.co.uk/sol/homepage/news/2851455/Chip-and-Pin-fraud-possible.html
http://en.wikipedia.org/wiki/EMV#Vulnerabilities
there is also a research paper published by university in England which demonstrates the techniques.
The bank WILL NOT admit they know the security is seriously flawed or that they do not need a pin number, any 4 random digits will do.
Get your research and get ready for a fight with the bank.

dzug1

belfastgal007 wrote: »

b) On signature panel of my credit card, i have written " please check id". Though in last 2 years hardly any store has taken note of it. should i tell my credit card company about this?

If that's instead of your signature that could backfire - your card is unsigned and therefore insecure. What id is the retailer meant to check? A retailer should in fact refuse to accept such a card if he notices.

Froggitt

jonesMUFCforever wrote: »

The card might well have been cloned. Somewhere where you have shopped the card might have been skimmed.

Cloning/skimming does the mag stripe, not the chip