Fraud

madcow_57

last Sunday 4th March Santander telephoned me to confirm some transactions made on my account.
Three of them I did not reconise, so I went through the approprate channels to see if it jogged my memory. On speaking to an agent, I found One payment was to Carphone warehouse whom I have no dealings with had taken £150. Asda Petrol £1.05p and O2 £156.98p
They managed to stop the Carphone warehouse payment :T, the Asda petrol was them testing your funds before I paid believe it or not, but the O2 they authoriszed :mad:. I am hopping mad as I did not make any payment to O2 period. I have a mobile contract with O2 which I pay via direct debit (not behind)
Now the bank are saying because I have dealings with O2 I have got to go via them.
O2 say they have not claimed any amount like this and to go back to the bank to get a reference num. so they could trace the funds which I did. I rang back and gave them the num and to allow 5 working day for them to trace.
The bank do not want to know. I am so cross. I did not authorize this payment. Why wont they help. This is pure fruad.
Then to top it all the bank say I have to allow 30 days for O2 to respond :eek:. We have a very limited income my husband earns basic wage and I cannot aford to loose this money. We have no funds left now because of this and now going into unauthorized overdraft. (bank wont give us an aproved one, have asked)
Then to top it all yesterday I had a letter from the bank stating they have looked into my claim on our account and because the pin was used I stand no chance of reclaiming. I did not use my card or pin on this transaction how can I prove otherwise?
Can someone help me as I am at my wits end please?

Sorry for the rant. Hope you get the drift of this thread.

MoneySaverLog

Welcome to the Santandered club :eek:

I'd look for another account if I was you.

Ben8282

This is all very odd. You say Santander (presumably their security or fraud department?) called you on a Sunday to ask you to confirm some transactions on your debit card. This is very good customer service! In order for them to have called you, which is in itself unusual as they would normally just block the card and wait for you to call them, they would have had to be suspicious of these transactions.

You say they have managed to stop the Carphone warehouse transaction and have said that the small Asda transaction was a test transaction to make sure the account worked/had funds, so why under these circumstances are they making a problem with the 3rd o2 payment? You say your PIN was used so this was not somehing done online or by phone; it was an actual transaction in an o2 shop. Under these circumstances their suggestion that you contact o2 to obtain a reference number is stupid. We are talking about a debit card transaction for which a PIN was used. Where was this shop? Was it local? Have they provided a copy of the transaction receipt.

Also it is very strange that all this happened less than one week ago and you have already received a letter from Santander stating they have looked into your claim on your account and because the pin was used you stand no chance of reclaiming. I don't understand how this can have been investigated and a letter sent out in 5 working days and I don't believe they would have wrote 'you stand no chance of reclaiming'.

I also thought that you had to wait 5 working days for them to trace and 5 working days have not yet passed! Plus you say that Santander said o2 have 30 days to respond.

Whoever is doing this must have your card (or a cloned copy of your card) and knows your PIN. I wonder how that could have happened? Any ideas? Have you actually checked that your card has not been stolen?

meer53

Banks don't need to investigate how a card payment is processed. Their systems show whether the card was swiped or whether the PIN was entered. The 30 day timescale if for a disputed transaction where documentation is requested from the retailer. Once that is received they will contact the OP to let them know what was purchased.

The OP needs to wait for this to come and then check where their card and PIN were on the day and time in question. If they still claim it's fraud they will need to go back to their card issuer again to discuss it further.

jonesMUFCforever

meer53 wrote: »

Banks don't need to investigate how a card payment is processed. Their systems show whether the card was swiped or whether the PIN was entered. The 30 day timescale if for a disputed transaction where documentation is requested from the retailer. Once that is received they will contact the OP to let them know what was purchased.

The OP needs to wait for this to come and then check where their card and PIN were on the day and time in question. If they still claim it's fraud they will need to go back to their card issuer again to discuss it further.

In this case though should the bank not refund the customer now - then if after 30 days it thinks the transaction is not fraudelent debit it back again?

pmduk

jonesMUFCforever wrote: »

In this case though should the bank not refund the customer now - then if after 30 days it thinks the transaction is not fraudelent debit it back again?

Yes, those are the rules but we are talking about Santander here. When have they ever let rules bother them?

meer53

jonesMUFCforever wrote: »

In this case though should the bank not refund the customer now - then if after 30 days it thinks the transaction is not fraudelent debit it back again?

Yes they should, the OP should request a refund under PSD regulations.