fraudulent transactions

sheelaghh

I would appreciate some opinions on the steps to take now my credit card has been hacked.
Yesterday I received an email from my card company (Tesco Bank) to say I had updated my details successfully. I immediately contacted the bank and said that I hadn't changed anything, and the young man was very helpful (or so I thought). He couldn't see any changes and he assured me the email was a phishing mail, even though I was sure it was genuine. I kept an eye on my emails over the afternoon and within 30 minutes of being notified that my "balance transfer" had been successful I was on the phone again telling them that I had not done this transaction. I was placed in a queue for the fraud team and then cut off, rang again and was put back in the queue, by which time a second transaction had been placed. After nearly 30 minutes in the queue to the fraud department the young man came back on the line, and suggested that he cancel my card, and he would place an urgent call back request to the fraud team and they would get back to me as they were obviously busy. I told him that I would have thought the first thing they should have done was put a stop on the account as during the course of the wait a further £400 had gone from my account, taking the amount stolen to over £1000. he promised it would be done immediately and that the fraud team would return my call. I waited all evening but no call back and when I got up this morning I immediately rang them by which time another transfer had taken place and my card was now over it's credit limit. I probably wasn't very polite when I spoke to the customer call centre again, and was put through to a manager, who immediately cancelled my card (well who knows, cos the twit was going to do that last night!!). She says that I will get a letter in the post where I have to declare the transactions fraudulently but I also told her I would expect a really good explanation as to why suspicions weren't aroused when I first rang to say I hadn't changed my details ...today she could see that they fraudsters had altered my telephone number ...removing the 0 from the front of the dialing code so the bank wouldn't be able to get hold of me ....but I gave them my number again last night and they have my mobile number too!
So now I'm sat not totally believing that my card has been cancelled as I still haven't actually spoken to anyone in the fraud department, nearly £1500 out of pocket.
What should be my next step? Wait? Phone and demand to speak to someone in fraud? Write a letter?
The worst irony to this is every time I use my card to top up my daughter's mobile phone Tesco Bank puts a block on the card and I have to ring and confirm that I have actually made the transaction, because apparently fraudsters are more likely to buy phone top up than anything!!:mad:

tomsco

You're not £1500 out ouf pocket. They will refund those amounts for you and pursue it themselves.

k_moor25

I went to the bank on thursday afternoon and the cashier told me I had gone overdrawn and I said it wss not me, I had at least 8 fraud tranactions on my account. Im waiting now for a letter and a refund form from the fraud department. I have felt so emotional this weekend as they have left me with no money