Bank don't believe me about fraud!

pawn

I have made a complaint. The good thing about it is they claim to deal with it within 5 days whereas the fraud dept said "it won't be eternal". I've got an appointment with the police on Wednesday.

I have asked the complaints dept why they have debited my account based on the retailers flimsy assertions that they had the cardholders address and a valid email address when they don't have any proof that the transactions were authorised by me. I didn't rally get an answer (its procedure). I have asked why they haven't sent me anything at all about one of the transactions and he said they tried to contact me, telepathically possibly, they have my address, email and phone number.

Oddly they seem to believe the Easyjet is fraud based on the passengers names but they don't believe the BA one even though its the same passengers.

pawn

I have been to the police today and have a crime number. The police think it is probably linked to an Eastern European crime gang whereas the bank are treating it as if I bought a jumper in M&S and got charged for 2.

The BA flight transaction have been referred to the bank's 'special investigation unit' where the Easyjet flights have already been dealt with but the other 2 still haven't. Apparently when they phone within 5 days about the flights I might be able to discuss the other 2 transactions with them. They won't reimburse the money whilst they investigate because 'they can't'.

I don't know what to do now.

meer53

pawn wrote: »

I have been to the police today and have a crime number. The police think it is probably linked to an Eastern European crime gang whereas the bank are treating it as if I bought a jumper in M&S and got charged for 2.

The BA flight transaction have been referred to the bank's 'special investigation unit' where the Easyjet flights have already been dealt with but the other 2 still haven't. Apparently when they phone within 5 days about the flights I might be able to discuss the other 2 transactions with them. They won't reimburse the money whilst they investigate because 'they can't'.

I don't know what to do now.

You might find that the 5 day timescale they are quoting is a bit misleading. What you will probably get within 5 days is just a letter stating they acknowledge your complaint and that they will respond within the next 8 weeks. This is the time they have to resolve your complaint before you take it to the FOS.

They CAN reimburse the money, i'd speak to a manager if i were you and demand that they refund it now. They seem to have shot themselves in the foot here, the investigation will probably be into the member of staff who made the decision to accept some as fraud and not the others.

pawn

The money is back in my account now. Apparently they have re-checked the vouchers from the retailers and instead of them showing I made the transactions, they now show I didn't. I don't trust them not to remove the money again on a whim.

pawn

pawn wrote: »

The money is back in my account now. Apparently they have re-checked the vouchers from the retailers and instead of them showing I made the transactions, they now show I didn't. I don't trust them not to remove the money again on a whim.

well I was right not to trust them. Money is out again. They claim not to have the declarations I sent on Feb 6th even though I still have the email in my 'sent items' and they phoned me afterwards to confirm they had it and they refunded the money.

GlamGirlie

glider3560 wrote: »

Ask your bank to go back to the retailers and ask for the IP address that the transactions were made from. You can then see which country and ISP was used.

This won't get you anywhere. It's not something the branch staff can do and the amounts are too small for the HQ to bother.

If you don't recognise the transactions, the money going from your account has effectively been stolen.

You should therefore report it to the Police, who will supply you with a crime reference number. Supply this reference to the staff at HSBC who will pass it on to the fraud team to arrange a refund.

GlamGirlie

WhiteHorse wrote: »

I have no doubt that HSBC are pefectly well aware that these transactions are fraudulent. Like all the banks, they are desperately hiding the fact that fraud is out of control.

I am repeatedly astounded by the people out there who think banks operate like this!

Do you really think bank staff have nothing better to do?