Bank don't believe me about fraud!

pawn

Between Christmas and new year I had 4 fraudulent transactions on my debit card (Easyjet, BA and national express and a car hire company). Another transaction was attempted but the retailer was suspicious and phoned me up so it didn't go through.

HSBC said they would refund the money, which they did but now they are saying they are going to take the money back for 3 of them which is over £1100 as the 'transaction seems to be correct' and 'a valid email address was used'

I can't phone them until mon morning.

They have sent me a bit of paper from easy jet which has my name, address and card number on but the passenger names are obviously different and my surname is mis-spelt in some places, although not where they say cardholder name. My address is also misspelled.
The letter from BA says they they have a valid email address and password for their secure sight but I don't know what that means really.

I haven't had a letter about the 3rd transaction but the money has already been debited from my account.

HSBC say that they have done an investigation but all they seem to have done is ask if someone has used my card number but they haven't queried what happened when people turned up at the airport to collect the tickets and they didn't have the card so they basically have taken the info that any retailer has when you buy anything online or on the phone but they haven't been able to check the actual card or the address that the card is registered too.



Any advice?

notts_phil

How exactly did the retailer phone you up? Doesn't make sense....

meer53

When HSBC have asked the retailers for details of the transactions, they will have been sent copies of documents showing the information given when the purchases were made. If you don't recognise any of the information, you need to speak to HSBC again. Does anything on the documents relate to anyone you know, could someone you know have had access to your personal details ?

HSBC won't have done anything about who used the tickets, they won't go that far. It sounds as though they have charged back the transactions as unauthorised initially, and that these have now been rejected by the retailers concerned. Call HSBC again and ask them to treat them as fraud.

pawn

I assumed the retailer had access to my phone number from the card details but if she didn't she could have looked me up in the phone book as she had my address and phone number. The delivery address and the card address didn't match so she was suspicious. Non of the other retailers contacted the bank to say they were suspicious in spite of not being able to verify the address or see the card.

pawn

Address and name that should have been.


I have the names of the people who flew easy jet. It isn't anyone I know. It was on Christmas Eve. The passengers had eastern european names. I have a Chinese name. Nobody has access to my cards and only my husband has access to my computer. He was at work when the transaction took place, i was at home alone. Everyone who i have ever bought anything from online or on the phone can potentially have my card number, exp date, cvc number, address and exp date. When I take card payments over the phone at work I take all those details from customers.

meer53

pawn wrote: »

Address and name that should have been.


I have the names of the people who flew easy jet. It isn't anyone I know. It was on Christmas Eve. The passengers had eastern european names. I have a Chinese name. Nobody has access to my cards and only my husband has access to my computer. He was at work when the transaction took place, i was at home alone. Everyone who i have ever bought anything from online or on the phone can potentially have my card number, exp date, cvc number, address and exp date. When I take card payments over the phone at work I take all those details from customers.

I don't think you have anything to worry about then. I can't imagine why HSBC have redebited your account, maybe thats their procedure ?

Where i work, if i'd looked at those documents, there is no way i would have debited your account, i would have called you to discuss it. Call them Monday.

James

To ease your mind why not call Action Fraud? Their Freephone Number is 0300 123 2040

Click here for their website.

Good luck

pawn

Thanks. i will have a look at action fraud.

When it happened they explained about the investigation and that they would re-debit my account if the transactions turned out to be mine but I didn't see it as a possibility as they aren't mine.

Is it up to the bank to prove it was me or is it up to me to prove it wasn't? Its hard to prove a negative.

meer53

pawn wrote: »

Thanks. i will have a look at action fraud.

When it happened they explained about the investigation and that they would re-debit my account if the transactions turned out to be mine but I didn't see it as a possibility as they aren't mine.

Is it up to the bank to prove it was me or is it up to me to prove it wasn't? Its hard to prove a negative.

It's not up to you to prove it. They need to be able to provide proof that the transactions are yours. Don't see how they can do that really ! I wouldn't worry too much about it, it will probably all be sorted on Monday.

pqrdef

pawn wrote: »

'a valid email address was used'

The implication seems to be that the vendors would have sent emails to confirm these transactions, and those emails went to your address.

In BA's case, if somebody has registered with their site using your email address, presumably you were sent an email at the time.

You'll need an excuse for ignoring those emails.

vax2002

pqrdef wrote: »

You'll need an excuse for ignoring those emails.

like a hacker has control over the e.mail server ?

You dont need any "excuse" if the bank can not prove they are approved transactions they must refund you or you can open a case with the regulator.