Fraudulent transactions Santander & PayPal

gem1979_2

Hi, I'm after some advice please. On the 4th July, my husband received call from Santander as they had noticed some possible fraudulent transactions on our account. There had been four payments totaling about £400 using my husband's debit card though a PayPal account. We confirmed these weren't us and the bank said they would look into it and cancel the card. A few days later the amounts were credited by Santander and we thought everything was ok. A few weeks later my husband received a letter from Santander saying they had investigated further, found the transactions weren't fraudulent so were taking the money back again! They sent copies of the transations which were for goods purchased from China. All our address details were spelt wrong etc. OH called them and said they definitely were fraudulent but Santander then said we would have to deal with PayPal.

OH contacted PayPal who said they could see the transactions were iffy so would credit the bank who would then credit us. Nothing happened! Called them today and they're now saying they can't do anything and we need to speak to Santander again. There are delivery details linked to the transactions which lead to an address in Edmonton, not our address. Tried to get the full details from FedEx who were the delivery firm but as we're not the purchasing PayPal account they won't provide them!

It's not out PayPal account that's been used, just my husband's card though someone else's account. Who should be liable - Santander or PayPal (hopefully not neither!). Any advise would be much appreciated.

dalesrider

A few days for the refunds.... You are aware that as soon as they were reported as not yours. Santander should have refunded. Should take all of a few minutes to action.... Not days....

As to the refunds from paypal. They will be stuck in a internal santander account. As the debit card has been cancelled.
Should appear in few days when someone gets their finger out and works them. (usually worked by a real person)

gem1979_2

The initial refund from Santander did happen on the same day, I've just checked. Maybe it took a few days to appear, I can't remember. They re-took the money today though.

PayPal have said they're not paying so it's not that they can't because the card has been cancelled. They say we have to claim it back through the bank but we've already tried that.

Should the bank be liable or are PayPal via a bank refund?

magpiecottage

BCOBS 5.1.11R says the bank must refund if it cannot prove the debit was authorised - which PayPal seems to be saying Santander will not be able to do.

Complain to Santander in the first instance. If they do not then you can take them to FOS.

dalesrider

gem1979 wrote: »

PayPal have said they're not paying so it's not that they can't because the card has been cancelled. They say we have to claim it back through the bank but we've already tried that.

Should the bank be liable or are PayPal via a bank refund?

Seems PP are being stupid in this one..

A credit can be applied to a lost card (as can a debit in some cases). Credits do not require authorisation to go through.

You are going to have to go back to Santander and talk to the fraud dept.

Where did you get the details of address etc from?

You get your refund from Santander and they then get their money back from paypal.
At a guess the money has been taken from the PP account. So they simply can't grab it back and are now making your bank work to get it.
If they then refuse to refund and deal. you then need to raise a complaint there and then on the phone.

From what you have said. This is a seems like a clear case.

pmduk

Put your complaint in writing to Santander, it might trigger the escalation of the complaint to someone who understands their obligations.