Unauthorised bank transaction

awz1

Hi

While looking at my bank statement yesterday I found that there was an unknown transaction made to Asda for £105. I contacted Asda who notified me that a online grocery shopping account had been accredited to my name. My bank have refused to refund me the money as they say its a one-off transaction and would have been repeated if fraudulent.

They basically accused me of lieing. Asda keep referring me to the bank whilst they keep referring me back to Asda. My bank is Barclays. I'm not sure what to do. I have escalated the matter with Barclays but I don't think they will refund me.

What do I do next and is there any chance I will get refunded?

dunstonh

What do I do next and is there any chance I will get refunded?

Barclays will ask ASDA to supply details of the transaction. This would include the address used.

Depending on the address used, it will largely depend on that. However, Barclays are right that it doesnt fit the trend of a usual fraud. Typically they are small transactions to begin with to see if card is valid and then after a chain of transactions in unusual retailers. Using it on a supermarket home delivery service is not a common fraudulent transaction. It is the sort of thing a family member is more likely to do or you have forgotten about.

Wywth

awz1 wrote: »

Hi

While looking at my bank statement yesterday I found that there was an unknown transaction made to Asda for £105. I contacted Asda who notified me that a online grocery shopping account had been accredited to my name. My bank have refused to refund me the money as they say its a one-off transaction and would have been repeated if fraudulent.

They basically accused me of lieing. Asda keep referring me to the bank whilst they keep referring me back to Asda. My bank is Barclays. I'm not sure what to do. I have escalated the matter with Barclays but I don't think they will refund me.

What do I do next and is there any chance I will get refunded?

Continue to follow your bank's complaint procedure.

jamesd

awz1 wrote: »

While looking at my bank statement yesterday I found that there was an unknown transaction made to Asda for £105. I contacted Asda who notified me that a online grocery shopping account had been accredited to my name. My bank have refused to refund me the money as they say its a one-off transaction and would have been repeated if fraudulent.

Ask Asda to tell you all of the details of the transaction including items ordered, where they were delivered to and which IP address was used to place the order (you can check the approximate location and the internet provider using the IP address). They cannot disclose that to you if they do not believe that you carried out the transaction so this is one way for you to establish that they believe that it was not you who carried it out.

It is not universal of fraudulent transactions to start with a small amount. I had one where an order was placed with John Lewis in my name. JL accepted it and shipped the goods to an address that was not my own. They told me during that whole month they had shipped nothing to any address in my whole postcode but would tell me nothing else about the shipping address used or order contents. A subsequent smaller transaction followed by a larger one tripped the fraud detection system at Barclays and they blocked the larger of those two, but the bigger initial JL one had still gone through.

The argument that fraudulent transactions are always repeated is daft. Particularly so if the fraud was noticed and the card was cancelled.

awz1 wrote: »

I have escalated the matter with Barclays but I don't think they will refund me. ... What do I do next and is there any chance I will get refunded?

Continue with the complaints procedure then if that and the FOS fails, you can move on to seeking a CCJ against Braclays and/or Asda. Asda for charging you for items that were never provided to you. You can also or instead tell Asda that they never provided the goods to you and that you want a refund. This might be faster than doing it via Barclays.

TheMoney

If the delivery is in your name and to your address your bank are correct in not taking this is fraud. You may be better asking them to investigate on grounds of not receiving what you paid for under the Visa chargeback scheme. There are a few things worth checking first though, obviously as mentioned previously, give Asda your address and ask them if it was delivered there or not. Also, have you made any transactions of that amount to Asda anytime recently? Card transactions can leave your bank anytime unto 6 years after they were made.

magpiecottage

It could be an error (probably by Asda) but the onus is on Barclays to show it is more likely than not that you DID authorise it - not for you to prove that you didn't.

Logically, Asda would be unlikely to know of your name/address and NOT deliver to you - when you could have told them you never ordered it in the first place.

If they delivered somewhere else then your story would seem to stack up.