santander paypal rip off

powerpuffgirl123

help ! my daughter who is deaf had her bank account hacked and lots of money taken out of her account, about £900.00 in november ,we phoned santander who said to shred the card and they gave her money back after a week as it was all paypal names that this money had gone to ,we signed the banks paperwork to state it was fraud and thought that was that ,but on the 4th feb another £400.00 came out i phoned the bank who told me it was paypal ,i then phoned paypal who said it wasn,t them it was santander ,we have spent a week on going to the bank and paypal who keep giving us the run around ,and my daughter still is left with a loss of £400.00 they are not helping ,paypal have said the bank has issued a chargeback and its down to them ,but when i asked the bank about this ,they didnt know what a chargeback was and said it was paypal ???!!! help i don,t know what to do ...

DevCoder

Ask your bank if any of the 900 (sounds like 400) has been returned against the chargeback you initiated when you stated the original 900 was fraud.

so 900 was chargeback'd by you/your bank against paypal with the onus on paypal (or the ultimate beneficiary) to prove it was a valid transaction.

sounds like 400 of this has been "successfully" disputed to the bank and they have re-released 400.

If it's new fraud then just do what you did with the 900 fraud but also enquire with Santander as to setting you up with whole new banking details.

pinkdalek

Personally if it was me I would logging it as a complaint, you are not happy, being fobbed off and passed the buck. You are not interested who is to blame, you want it sorting.

Complain to their customer relations, they will have the usual timescales to respond, if you are still not happy with their outcome then you can take it to the ombudsman.

I'd be inclined to close the account and either open a new one with them or elsewhere, to sever the link.

Thrugelmir

What relationship does your daughter have with Paypal?

Or another associate within your family circle.

dalesrider

powerpuffgirl123 wrote: »

help ! my daughter who is deaf had her bank account hacked and lots of money taken out of her account, about £900.00 in november ...

If she had her bank account hacked. They would not have spent via paypal. they would have transfered the funds via faster payments.

Does you daughter have a paypal account?
Odds on she does and it will be this that has been hacked. Very common ocourance (people tend to reply to emails asking to confirm security details......)
Funny enough PP are very good at dealing with hacked accounts and refunding money, when informed.

So get your daughter to check her PP account. If these transactions are showing in there. Then you need to explain to PP about this and the ywill deal.
If she does not have a PP account, then Santander need to deal as her card details have been compromised.
Although they will want to know why it has happened twice in such a short period of time.

Its either you are not asking hte right questions or are getting confused.
As Santander cannot debit your account as paypal. Only paypal can process debits to the santander account.

Thrugelmir

dalesrider wrote: »

Although they will want to know why it has happened twice in such a short period of time.

Bearing in mind a new debit card has been issued.

powerpuffgirl123

My daughter does not have a paypal account ,never has ,we phoned paypal who said it was fraud and closed this account that was made but told santander it was not fraud ? don,t know why, as the bank complained to paypal ,paypal said that they couldn,t do anything as the bank had issued a chargeback ,but the bank states they know nothing about any chargeback ,we spent over 2 hours in the branch with them dealing with this ,they have given her a new account ,but stated that more money is most likely due to come out as it was 28 transactions originally ,and only 14 have gone back out ,paypal are still saying they have not taken anything out since the original transactions back in november ,it is the bank , looks like we might have to again for the third time go back to the branch and sit there all day till someone finds out whats going on and when she is likely to get her wages back ...

powerpuffgirl123

they were all paypal email names that this money went to ,we have all the details which the bank sent to us of where this stuff was sent and the name of this apprent person ,so i don,t understand why they can,t send the police or whoever to go to this address it seems as though the person who this happens to has to put up with proving all the fraud and the actual fraudsters get away scott free

FireWyrm

If she doesnt have a PayPal account, then how did they associate her bank card and account?

Anyway, it doesnt matter. The onus is clearly on the bank to refund the money immediately since it is clearly fraud. Go back to the bank and dont leave until you speak to someone directly. All transactions need to be stopped immediately and refunds to your daughter issued. The rest is between the bank and PayPal since your daughter has no relationship with them at all.

Mention complaints to the FOS if the bank doesnt comply.

dalesrider

powerpuffgirl123 wrote: »

My daughter does not have a paypal account ,never has ,

Thanks.
Then its simple card fraud.

powerpuffgirl123 wrote: »

,paypal said that they couldn,t do anything as the bank had issued a chargeback ,but the bank states they know nothing about any chargeback

That paperwork you signed before. That was to allow Santander to claim the money back.
This is done via chargebacks.

powerpuffgirl123 wrote: »

we spent over 2 hours in the branch with them dealing with this ,they have given her a new account

I think you need to step away from the branch and talk to the team below.

powerpuffgirl123 wrote: »

,but stated that more money is most likely due to come out as it was 28 transactions originally ,and only 14 have gone back out

Transactions from November do not debit in Jan/Feb. Paypal debit in a few days of being made.
But if PP were aware of the fraud. They may have stopped the others from debiting.
Also if the card was stopped and replaced. It is possible that some of these hit internal accounts.

powerpuffgirl123 wrote: »

,paypal are still saying they have not taken anything out since the original transactions back in november ,it is the bank

As I said before Santander cannot debit as paypal. But if these transactions had hit a internal account. Then it maybe that someone has processed them accross believing they are genuine.

powerpuffgirl123 wrote: »

, looks like we might have to again for the third time go back to the branch and sit there all day till someone finds out whats going on and when she is likely to get her wages back ...

STOP... DO NOT GO TO THE BRANCH.

Ring the number below and speak to the fraud team. They are best placed to deal with this.

08459 724 724

Debit card and all other types of fraud: If you believe you've been a victim of fraud and it did not involve your credit card.

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