Debit card query

wotsavings

Sorry if in wrong section. Just had a two week battle with car dealer to reject a car and get a refund back to my debit card.

Eventually they agree and ask for my debit card details. I give them the 16 digit card number and expiry date. They then phone that evening (yesterday Fri 24/1/13) asking for 3 digit security code to complete refund. Today I discover I'm £1000 over drawn, £400 above my overdraft and the company has taken full price of car OUT of my account rather than refunding it.

As this company messed me about for two weeks before giving refund I'm wondering if they ever needed the security code to refund me in the first place. Can anyone enlighten me.

jonesMUFCforever

No they did not.
But you did give them all the details they needed to fleece you.

Contact the bank's card services and tell them this transaction was not authorised and then contact Trading standards.

wotsavings

Thanks MUFC,

I've been in touch with my bank. Say there's nothing they can do for 15 days. Will contact TS though.
Unfortunately I noticed today around 1:30pm. Their showrooms close at 1pm. Bank has noted that this isn't my fault but they didn't sound 100% convincing that I wouldn't be faced with bank charges.

Hominu

What? 15 days? Wait for the transaction to hit your statement (2-3 days) and then go down to the bank and say its an unauthorised transaction and you would like it reversed. Helps if you print out your statement and highlight the transaction somehow.

They'll also refund any charges incurred due to the unauthorised transaction.

More information here: http://www.fsa.gov.uk/pages/consumerinformation/product_news/banking/know_your_rights/solving/index.shtml

wotsavings

Checked my account online today...money came out today. Immediately phoned bank, so they had evidence in front of them, still told me they had to give company 15 days to put money back. To date the company has £2295 I originally paid for car. £2295 they took out today: they picked the car up last night. So I start 2013 with no car and down £4590

wotsavings

Santander refuse to refund money saying that their hands are tied. They say I should chase it up as their procedures could drag it out for weeks. No amount of quoting from FSA made a blind bit of difference. They seem to insist their procedures supercede FSA regulations

sandyinvent

Santander MUST refund you as soon as is practical from what I understand. This would in most cases be almost immediately.

They are contravening strict FSA rules if they do not, and must give you a reason why they will not refund you.

Pursue Santander with written correspondence and then contact

http://www.financial-ombudsman.org.uk/

This will cost the bank £500 to answer so they will be keen to resolve this without it going to the ombudsman

jonesMUFCforever

First thing Monday morning email the CEO of Santander telling him what has happened and that you will be going all out to the media and social networks on this.
Bad publicity guarantees the big wits pull their fingers out and mysteriously things happen!!!

wotsavings

Thanks guys
Santander passed me up the line twice. First girl passed me to her manager who immediately passed me to his. Only reason she gave apart from repeating she had to follow Santander procedures, was that because I had dealings with this company it made things more complicated!!!!!. Bank account will be switched as soon as I get the £4590+ Charles Hurst owe me.

dalesrider

wotsavings wrote: »

Santander refuse to refund money saying that their hands are tied. They say I should chase it up as their procedures could drag it out for weeks. No amount of quoting from FSA made a blind bit of difference. They seem to insist their procedures supercede FSA regulations

Ring back. Just ask for the disputes/fraud department. Don't say why or get into a conversation. This department will know exactly how to deal with this.
If they get funny quote
PSD (Payment Services Directive) and unrecognised transaction. Raise it as a complaint Say the word COMPLAINT and that if the refund is not back in your account straight away. That is just after you finish the call. Then no matter what you will take this to FOS. All you simply have to do is refuse waht they offer, which will be via their customer relations department.
This may just get them to act. As failure to log a unrecognised transaction is a £5K fine and I dread to think what failure to action the refund will bring.
Their procedure have to be in line with PSD, or excede them.

At worst this would be classed as a duplicated payment (immediate refund under PSD).
TBH. I would treat this as a fraud debit. That would make the company sit up and take notice, again (immediate refund under PSD).

stclair

dalesrider wrote: »

Ring back. Just ask for the disputes/fraud department. Don't say why or get into a conversation. This department will know exactly how to deal with this.
If they get funny quote
PSD (Payment Services Directive) and unrecognised transaction. Raise it as a complaint Say the word COMPLAINT and that if the refund is not back in your account straight away. That is just after you finish the call. Then no matter what you will take this to FOS. All you simply have to do is refuse waht they offer, which will be via their customer relations department.
This may just get them to act. As failure to log a unrecognised transaction is a £5K fine and I dread to think what failure to action the refund will bring.
Their procedure have to be in line with PSD, or excede them.

At worst this would be classed as a duplicated payment (immediate refund under PSD).
TBH. I would treat this as a fraud debit. That would make the company sit up and take notice, again (immediate refund under PSD).

Have you ever thought about whistle blowing? As not one bank does an immediate refund under the DSR lol