Credit card fraud, HSBC and been advised I have to pay all transactions £4,000

EmilyMX5

Hi All,

I could really do with some advice.

I have been a victim of identity fraud. Long story short.

I changed the surname on my bank account, this mean't that new cards would automatically be ordered and delivered to my address.
I then noticed a few days later that my address had been changed on my bank account, someone had managed to call into the bank and use my telephone banking ID and updated the details. I don't think the new cards ever got to the added address.

I changed it back to my address as soon as I found out and notified the fraud team.
Later in the week I then noticed that my balance went down on my credit card account. A total of 4k had been spent on my card and were not my authorised transactions.
I reported the change of address incident to the police and have been calling HSBC every couple of days asking them when the money will credit back on my account.
I received a call this morning explaining that due to all the transactions being used by chip & pin they will not refund any of the amounts. Even though the card was in my posession the whole time and I have never given out my card, pin or any personal details before.
I'm at a complete loss as to what to do and really can't afford to pay it all back. I have only just paid it off!!

I personally think it's an inside job as my Telephone banking ID and Pin number were used and it's only me and my bank that have that information. Also, I think it's odd that the same day my name was changed on my bank account my address was changed.

Any views or advice is greatly appreciated. I have been a customer for 14 years and can't believe the way I have been treated.

Emily

tomsco

Just one query: what makes you think the cards never made it to the added address?

thenudeone

Complain and escalate the issue.

zaidy88

I don't know how HSBC work as don't have a personal account with them, only a business account.
But could that same person have requested that a new card and pin be posted out to the new address as he may have 'lost' the old one?
Got the card and pin and splashed out at your expense.
I hope you get this sorted, it is terrible to hear of such events, so many fraudsters going around.

EmilyMX5

I checked with the bank and they said the it was the genuine card that was used in each transactions. Even though I told them that the card was in my posession the whole time.

They also confirmed that a new pin was no sent out.

I think it's an inside job as they knew my telephone ID, pin number and all my credit card details. They don't think the card can be cloned! I believe it must be as I have never given my details to anyone.

I will let you know the outcome but I can't believe how many hours I am having to waste on calling them. And it was me that notified them in the first place of the fraud activity on the account.

I wish they could catch these people!!!

exel1966

Now it's the silly season some great stories appearing here the past few days. Must be the holidays and lack of sun keeping people indoors and opening up multiple accounts.

zaidy88

Cloning of credit cards is very popular amongst fraudsters, if you watch the programmes on TV they can easily get your card cloned (if you use it in ATMs) and get your pin with their wee cameras.
Yes fingers crossed you get it sorted.

vax2002

Do you have a cordless phone ?

EmilyMX5

I use my mobile when calling my bank, always indoors and I just tap the security details in on the phone.

reclusive46

Tell the fraud team you will send them your card and that they can check the transaction counter on the chip.