Fraudulant transaction and Santander Fraud department

Wynney82

Hi there,

I have a loan with a copmany but wasnt supposed to make any payment in March, however they took £667!

I have spoken to them and they have admitted it was there fault but have refused to refund me as in their words 'I owe them the money anyway'

So I spoke to Santander (they had actualy flagged the payment but failed to call me!) and they said they would send forms out and 48 hours after they recieved them backI would be refunded the money.

So I faxed the forms back Friday last week along with emails from the loan company proving my what they have said to me.

But I havent got my money back as of today and Santander have said they cant give me an update.

Can anyone help please regarding if there are any rules when it comes to fraudulent activity on a Visa Debit card or any tips to get my money back quicker.

bengal-stripe

Wynney82 wrote: »

I have spoken to them and they have admitted it was there fault but have refused to refund me as in their words 'I owe them the money anyway'

It might have been an erroneous transaction and the money was not due at this point in time, but you cannot call it a 'fraudulent transaction'.

Wynney82

bengal-stripe wrote: »

It might have been an erroneous transaction and the money was not due at this point in time, but you cannot call it a 'fraudulent transaction'.

Not really a comment that was helpful!

meer53

It's not fraud, Santander will look into this for you, if it was taken incorrectly, you will be refunded. They probably only looked at your query on Monday, it's a bit early for a reply yet.

Wynney82

The fact that I have sent them emails between me and the company who took the money should provide inconclusive no?

Its just annoying me Santander cant even tell me if they recieved the fax!

bengal-stripe

Presumably it is one of those Payday Loan companies.

If you have claimed a transaction to be fraudulent and it is obviously not (you have a relationship with the company and you have given your card number voluntarily), the bank will have to look at the issue in far more detail.

Wynney82

Also, if Santander had called me when they flagged the payment up an d I'd have said that it wasnt me who made the transaction, wouldnt I have got the money back straight away?

Wynney82

bengal-stripe wrote: »

Presumably it is one of those Payday Loan companies.

If you have claimed a transaction to be fraudulent and it is obviously not (you have a relationship with the company and you have given your card number voluntarily), the bank will have to look at the issue in far more detail.

Actualy it isnt a payday loan company thank you

meer53

I work for a bank. (Much smaller than Santander) The amount of post and faxes received each day is huge, every item received has to be logged and applied to your account, this can take a day, (sometimes longer) then it has to be looked at and sent to the correct department who will then deal with it accordingly. It's possible it might not be looked at until today at the earliest. They will need to contact the loan company to find out why they took the payment, if it is money that you owe them, you may not be refunded, depends what they say.

magpiecottage

Wynney82 wrote: »

I have spoken to them and they have admitted it was there fault but have refused to refund me as in their words 'I owe them the money anyway'

I would contact the lender again and tell them your previous call was a complaint and should have been referred to their complaints procedure.

Remind them that they have eight weeks from the date of your previous call to get a response to the complaint to you and they are entitled to no extra time because they have not bothered to ensure their staff are aware of the rules.

Tell them that if you do not get a satisfactory response within the eight week time limit you will be referring the matter to the Financial Ombudsman Service.

redpete

Wynney82 wrote: »

Not really a comment that was helpful!

If you go steaming in complaining about a fraudulent transaction when it isn't then it can take longer to sort out than if you had made the correct complaint via the correct department in the first place - so of course it was a helpful comment.