santander incorrectly charged me. Please help

dmbaker

I started having peroblems with my santander credit card back in december 2011. I recieved a new card as my old one was due to expire. I didnt really want to use it so i didnt activate.
A few weeks later i decided that i wanted to activate my new card so i could transfer a balance from another card over to my santander credit card. when i phoned them they told me that they couldnt activate it as the card number i had did not match the card number that they had on file. I contacted customer services and explained the situation and they said that the reoson for this is because i apperently phoned them and told them that i havent recieved is but did not contact them at all. Later that day i had a phone call from the fraud department and they said that someone had recieved my card, activaded it and used it. I told them that i hadnt recieved it and he then told me that my address had been changed. Basicly someone phone them and changed my address and had a new card with a pin number sent to thier address. But i find this a bit strange. they were using my card for purchases and they were also paying it back.
Santander refunded all the purchase made with my card straight away but did not add on the payments that were made untill last month so my account had positive credit.
This months statment shows that they have duplicated one of the one of the transactions so i phoned them again and the admited that it was a mistake and they would adjust it and i had to phone them back a week later to find out if everthing was ok. When i phoned them they said that it had been processed and the refund was going to my bank account that i usually make payment from. I dont quite understand why its going to my bank account but hey.
Its been almost 2 weeks now and ive been checking with my bank daily and still no refund.

Im very sorry for rambeling on a bit but basicliy i would like to know if this has happened to anyone else or if anyone has any advice on what my next steps would be if i dont recieve a refund.
your help would very much be appriciated

Eonel

Fraudulent usage of a card including making payments to recycle the balance would be a bit unusual.

Just to make sure I understand the situation:

Santander have not yet fully recredited your credit card with all the fraudulent tansactions.

They have said they will refund a fraudulent transaction they missed to your bank account.

This is confusing as no refund to your bank account is due - all they need do is recredit the card.

I would suspect customer services got confused by seeing the card payments - thinking you had paid off the balance & so would be due a refund to your bank account.

If the bank account refund is not happening then I would not chase it. In reality it is not necessary.

Just make sure that by your next statement all the fraudulent transactions have been refunded & if not get back on the phone to Santander

tomsco

Are you able to confirm when you actually made a payment to the card? If you haven't made any payments (and the fraudster did), why would you be due a refund?

dmbaker

Thanks for your replies. Santander added on the two payments that were made by the fraudsrers last month which made my account correct.
This month they have added on another one of the payments so my account shows that I owe them more than I should. I phoned them and they did that yes this is a mistake and that the amount overcharged would be refunded to my bank account that I make payment from and not to my credit card account

dmbaker

Before i had all the frudulent usage with my credit card at the begining of december my ballance was £1403.09. during december they spent £6516.96 on my credit card but paid two payments to my account. one of £3887.01 and another of £3900. i paid my usual amount of £40.00 so this left me with a ballacne of £93.04 on my january statment. Its strange that they paid most of my ballance off too i know.
santander refunded all the purchases that were made but did not add on the two payment that the fraudsters made so on my next statment (febuary) my account shows £6453.68 possitive credit. The statment that i reciecved in march was also showing that my account was £6453.68 in credit.
On my april statment santander added on the two payment of £3887.01 and £3900 so this made my account correct with a ballance of £1333.33.
On my march statment they have added on another amount of £3887.01 which left me with a ballance of £5253.63 leaving me £1353.63 over my credit limit.

Eonel

They fraudulently credited your account with more than they spent! What kind of criminal mastermind does that?

Something is fishy - there must have been a mix-up somewhere.

Eonel

.... & Santander should not credit your bank account with £3887.01. They should credit your credit card.

But I guess it doesn't really matter. If they do credit your bank account you are going to have to use all the same money to pay off the credit card anyway.

Unfortunately I can't see anyway of playing this situation to your advantage

Degenerate

Eonel wrote: »

They fraudulently credited your account with more than they spent! What kind of criminal mastermind does that?

Something is fishy - there must have been a mix-up somewhere.

Yep, the "fraudster" is running the account far too well. This sounds more like Santander's utter incompetence resulting in the mixing up of two legitimate customer's accounts.

dmbaker

Well I haven't received the refund of £3887.01 to my bank account yet. I asked them if they could confirm the bank account that the refund has been sent to and all the would tell me is that is been refunded the account that I usually make payment from. I just hope it hasn't been refunded back to the account it originally came from

bigadaj

Card companies do seem to get two accounts mixed up, my partner had issues with another person with a similar name, though he was of the opposite sex. Things got resolved eventually with mina and she got the benefit of his high spending points on a bmi card but in the end I think they just re-opened a new account to stop it.

walderston

dmbaker wrote: »

Basicly someone phone them and changed my address and had a new card with a pin number sent to thier address.

To change an address, you need to visit a Santander branch. This can NOT be done over the phone. I know this as I work in card services for Santander.