HSBC taking money from card not spent by me

drdjnicholls

I was advised mid-July that my credit card with HSBC (which I've had for over 10 years without any problems) was showing four debits - one to Thorpe park and three to Play.com. It has been INCREDIBLY difficult communicating with the Bank's Fraud department and having any kind of purposeful conversation with it by phone.
I completed a declaration confirming all these payments were not made by me and yet today I received a credit card statement showing HSBC is going to debit the whole amount from my bank account next month (I always pay all that is owing every month from my HSBC bank account which I've had, without problems for about 30 years).
I went into my local branch this afternoon, very very angry, and on speaking with the Manager found out that the HSBC Fraud Dept is going to refund the £291 to Thorpe Park but the £150 odd paid to Play,.com is deemed to be payments made by me as the person who completed the HSBC Card security check, gave my password on it. That is impossible as I never write this down and I check my PC for malware, etc, regularly and in view of all the many other similar complaints on the internet about Play.com, I cannot see how it can be that secure.
I am VERY worried and upset about this. . When I telephoned Play,com about the matter as son as I knew about it I was told 'someone has hacked into your account'.. I am registered with Play,.com but only use it at most once or twice a year for books. On going to my account there was NO mention of any usage after the last time used it (in May). I wrote to both Play.com and Thorpe Park requesting the IP address of the person using my card, but have not heard from either yet. I even contacted the local police and insisted an officer came and spoke with me but he was nonchalant and said there was no need to worry as it would be all refunded eventually. I also asked if the police were going to call at the address to which the orders were requested to be sent, but he said this would be 'a waste of time' as the people responsible were really only after money (But why then did they make three orders which were apparently sent out?). [FONT=&quot]?). It just seemed to me that despite a crime being committed and the address with which it was connected, the Police weren’t interested.
[/FONT]This is all ludicrous to me.
Can the HSBC charge me with Play,com debits claiming the person knew my HSBC card security password when this is impossible?
Thanks
David

jonesMUFCforever

In short no they can't. Neither can you act as a police officer wanting information from these retailers.
What would you do with this information?

You have been defrauded - you need to concentrate getting your money back. To do this start a formal complaint. Please writ a CONCISE letter stating the facts to HSBC ' card services office. The address will be on your credit card statement.
If their final response is negative take your case to the ombudsman.

yangptangkipperbang

jonesMUFCforever wrote: »

You have been defrauded - you need to concentrate getting your money back. To do this start a formal complaint. Please writ a CONCISE letter stating the facts to HSBC ' card services office. The address will be on your credit card statement.
If their final response is negative take your case to the ombudsman.

No - the OP hasn't been defrauded, HSBC has ! They have then exceeded their powers in helping themselves to the OP's money. Possibly - THEY have committed theft ? As is often the case, a bank is trying to offload its responsibilities onto the customer.
They have to PROVE that the OP carried out these transactions or permitted them by his negligence or collusion.

Agree with the rest of your comments !

pvt

Annoying though it may be, the police are correct in that the crime has been committed against your bank rather than you. So they will only follow up the matter if the bank raises it with them and provides the necessary information for them to pursue it. Your bank is unlikely to do this because the likelihood of recovery is so remote that it would not justify the cost and effort of them doing this.

As regards the dispute about the Play.com transactions. It doesn't sound like your account has been compromised (in which case it would have been Play.com's problem) but another account set up fraudulently. Tell your bank you did not authorise these transactions and if they refuse to re-imburse your account, ask them how soon they can issue you with a letter of deadlock so you can take the case to the ombudsman.

Bonglecat

Funnily enough I was contact by HSBC in mid July to say that they beleived a number of cards had been cloned and that mine was one potentially affected. They cancelled my card immediately and issued a new one which I got within 2 days, they checked through my account with me and I confirmed that there had been no fraud on my account.

Perhaps yours was one of the ones that was cloned?

EmilyMX5

I'm having a nightmare with HSBC at the moment. I have been a customer for 14 years and have had fraudulent transactions on my card end of June. They are making me liable for £4,000 worth of transactions!!!!. I'm have been so stressed about his and have been treated so badly. Currently waiting for a financial ombudsman investigation to start.

jonesMUFCforever

EmilyMX5 wrote: »

I'm having a nightmare with HSBC at the moment. I have been a customer for 14 years and have had fraudulent transactions on my card end of June. They are making me liable for £4,000 worth of transactions!!!!. I'm have been so stressed about his and have been treated so badly. Currently waiting for a financial ombudsman investigation to start.

You might get better and more helpful replies if you start your own thread.