Santander refund fraudulent transaction back to company ? Help

loobyloo168

In late April, early May, my OH have a call from Sanatnder regarding fraudulent activity on the account. £1 had gone to an American computer company and £40 in Vodafone payg top ups.

After a huge palaver which them as my OH apparently got all his security questions wrong, DOB, wether or not the account was joint or single and a DD (he answered correctly as I was sat next to him) they blocked his cards on the Saturday night, Levi g us without money or the weekend. A huge co ain't went in to them and they compensated us by adding money to our account but never actually replied to the complaint we made.

Anyway today's checked the online banking and they have refunded £40 to Vodafone.

We are totally confused as to why they would have done this knowing that we have never had Vodafone transactions before and us confirming that these transactions were fraudulent.

Does anyone else have any experience of banks refunding fraudulent transactions back to a company ?

It was my partners bank card that was originally used and they reissued his card to him when it was confirmed they were fraudulent transactions.

Any advice regarding what we could do would be appreciated.

grumbler

What advice?
Just call them and demand the money back. If they refuse, follow their complaints procedure.

Making a complaint

loobyloo168

We companied about it in the first place, twice foloowimg their procedure both complaints have been closed without so much as a phone call or letter ?

gb12345

loobyloo168 wrote: »

We companied about it in the first place, twice foloowimg their procedure both complaints have been closed without so much as a phone call or letter ?

How do you know the complaints have been closed if they haven't written to you or phoned you?

Complain again, give them 8 weeks and then contact the FOS.

loobyloo168

Because The OH had to change a standing order in branch and asked, they looked it up and said that both complaints we're filed as closed. I don't see how they can refund us then refund back to a company when they alerted us to the fraud in the first place literally a couple of hours after the fraud took place.

gb12345

loobyloo168 wrote: »

Because The OH had to change a standing order in branch and asked, they looked it up and said that both complaints we're filed as closed. I don't see how they can refund us then refund back to a company when they alerted us to the fraud in the first place literally a couple of hours after the fraud took place.

You can get in touch with the FOS then about the original complaints - for your new complaint you will need to follow their procedure and give them 8 weeks to resolve it.

loobyloo168

Ok thanks for you're help. Much appreciated.

grumbler

gb12345 wrote: »

Complain again, give them 8 weeks and then contact the FOS.

What's the point in waiting for another 8 weeks?
8 weeks started when the first complaint was submitted. If the OP has not got any reply, it's time to go to FOS:

For the Ombudsman to look into your complaint you must have tried to resolve it with us first or it must have been over 8 weeks since you first raised your complaint.

Making a complaint

gb12345

grumbler wrote: »

What's the point in waiting for another 8 weeks?
8 weeks started when the first complaint was submitted. If the OP has not got any reply, it's time to go to FOS: Making a complaint

Different complaints about different things.

Santander appear to have concluded the complaint about poor service, but not to the OP's satisfaction, so they can refer that the the FOS now.

They now have a new complaint about an apparently fraudulent transaction being re-credited to their account. Until Santander have been given an opportunity to investigate, FOS won't get involved.

meer53

Call Santander.

If there is fraud on an account, cards have to be stopped, whether it's a weekend or not, to leave them live leaves the bank wide open to further fraud losses. With regard to the Vodafone transactions, once you had confirmed these were fraudulent, they would have been refunded to your account and a chargeback would have been actioned. Vodafone have the opportunity to reject the chargeback which is when you would be redebited. They would have to advise Santander why they were rejecting it so the only way to find out is to call them.

It sounds to me as though when you received the compensation, this was marked as closed as you accepted it. The fraud wouldn't be treated as a complaint, just as fraud, so i can't work out what your second complaint is about ?

matttye

meer53 wrote: »

The fraud wouldn't be treated as a complaint, just as fraud, so i can't work out what your second complaint is about ?

The second complaint is that the refunded money used in the fraud has been given back to Vodafone.

- Fraudster uses £40 to top up Vodafone phone.
- OP reports it.
- OP gets money back + some compensation for the complaint.
- £40 then goes back to Vodafone.

Clearly the £40 shouldn't go back to Vodafone if the money was used fraudulently. They're basically back to square one now and might as well have not complained/got in touch with the bank in the first place.