Barclays Fraud

SW01

During December my debit card was used in an online fraud and £270.00 was spent on a betting website.

I contacted Barclays back then and only today have I received their final decision which is that they won't be refunding the amount.

Their reasoning was that my correct email address, postal address, telephone number etc. were all used by the person who registered on the betting website to use my debit card.

They said that the only way the person could have this information is if they knew me personally so it's a civil matter and is nothing to do with them.

Please can someone tell me where I stand with this. This is quite a lot of money to some of us and I know for a fact my card was never stolen.

pmduk

Make a formal complaint about the matter. They should have refunded you whilst making their enquiries. If they didn't then include that in the complaint. If they haven't finalised the matter within 8 weeks then escalate the matter to the Financial Ombudsman.

SW01

When I first reported the fraud they gave me the amount back as a temporary measure and said if their forms had not been receieved back within 10 working days then the money would be taken back.

It took 6 days to receieve the forms and I sent them back on the same day. They took the money back stating that they haven't been receieved although the next day I receieved a letter stating that they deemed the transaction was authorized by me?

They didn't seem to notice the fact that it was Christmas and the postal service in this country is slower than usual.

What route should I take with the complaint? I've appealed the decision twice but both times the response has been the same.

Their reason has been because my e-mail address, telephone number, address etc. had all been present on the account then it was definetly me?

Is there a template letter I can use for this?

Pugwash69

Log into the betting web site if the account is still enabled. You should be able to reset the password as you have the correct email address on there. Then make sure you change the password. I would assume there's no balance on the betting account but worth checking and making sure they take no more.

Find out how they verified your details. I subscribe to Experian just so I get alerts when my details are checked for identity or credit. You can get a free trial and have a look at the history. I know one web site I used came up on mine.

InsideInsurance

SW01 wrote: »

Is there a template letter I can use for this?

Its a basic complaint letter!

[Your address]

[Date]

Formal Complaint

To whom it may concern

Acc# 12345678
SC 20-11-11

Further to my previous communications I wish to make a formal complaint about the handling of the fraudulant transaction(s) on my account on the [insert dates].

As previously advised these transactions were not authorised by myself and as such chargebacks should be applied.

Please provide your final response to my complaint, if I am unhappy with your proposed resolution I intend to escalate the matter to the Financial Ombudsman Service

Kind regards

[sign]

[Your Name]




I also had an unauthorised transaction on my account which Barclays refused to accept as such. Ended up at the FOS which ruled in my favour adding £100 compensation on top of a refund of the money (and the fee Barclays has to pay to the FOS for all escalated complaints)

SW01

That's great. I'll wait for their response to my last letter and then make an official complaint as suggested.

Can I ask what amount you were involved with?

AndyinLondon_2

SW01 - have you done a search of your email inbox (including spam/junk)? If your email address was used to register for the betting account, you may find a confirmation email. Doesn't change the situation really but it would be interesting none the less.

SW01

That's the thing, I never received anything like that to alert me.

AndyinLondon_2

Do you use internet betting at all? I'm wondering if the site could be one you use, but trades under a different name to what's shown on your account? I don't doubt what you're saying but it does look odd if all your details were provided. Also, how would the fraudster benefit from a win, since normally it would be credited back to your account?

Have Barclays provided any proof that your details were quoted on the account? Do you know if the site used Verified by Visa and if so whether the password was given correctly?

SW01

No proof has been supplied but was mentioned in their letter that rejected the claim.

Yes it's odd as the money should be put back in the account unless whoever did it used my account to purchase the bets and was then going to change the deposit bank account but lost.

I have this evening downloaded the complaints form from the FOS and will sent that off on Monday.

What are my chances of claiming the amount back with compensation for time wasted?

innovate

I'm afraid, I think you will fight an uphill struggle for your money if the betting account was opened using your correct name, address and card details.

How would you prove that it wasn't you, or a person you know, who opened and used the account with your data?

I would suggest you can be pretty certain that Barclays have ascertained that they cannot be held liable in the circumstances. This doesn't mean you have to give up, but as they say, it is likely to be a civil matter.

Before you do anything else - - have you changed your debit card, and/or any online passwords relating to your banking and email?

You have only a very faint hope to prove you didn't make those betting transactions. The betting firm will have kept records of the login times, and the IP address(es) which logged in. The Police will be able to find out from the ISPs who used the IP address(es) at the times in question, and from there trace the address of the property, or the mobile phone number that made the transactions. Whether this will decisively identify and prove who made the transaction is a different matter.

It will cost you a lot of time and a huge amount of effort and determination to see this through, so you may want to just put this one down to experience. Someone had all your card data, and enough of your personal data to get money out of your bank account - - - make sure this cannot happen again.