Help! Santander Credit Card Fraud

ento_2

Hi & I hope someone out there can help.

I recently went travelling to Africa and whilst in South Africa (somehow) I presume my card was cloned. Money was withdrawn from and ATM in Maputo Mozambique when I was no where near there.

I can prove via passport stamps, and other transactions on my credit card that I was elsewhere at the time of these withdrawals.

I reported the fraud to Santander upon noticing 19 Jan 2014 they said I'd get a letter to sign & the money would go back. I received no letter.

I was travelling until the 26 Jan, and on returning home uncalled the bank again as there were further transactions on the cancelled card.

I was told about the letter again, so waited. I called again and again having received no letter. On feb 11 I called and was told the dispute was closed and that is withdrawn the money - without Santander ever contacting me. I was also told a letter had been sent that day explaining everything and "how to appeal" the decision.

I launched a formal complaint due to the lack of any information and outcome of this.
Still no letter regarding the fraud but an acknowledgment letter about the complaint last week.

I went into the branch yesterday and politely requested them to chase this up. I now have a promise that the complaint handler will contact me within 48 hours.

If Santander have closed the dispute what do I do next? I can't afford to just pay back the £1015 they took??

Many thanks

Neil

eskbanker

They are meant to refund unauthorised transactions immediately unless they have a reason not to do so - they're acting as if they have such a reason but obviously they should tell you what it is!

However, now you've (understandably) started the formal complaint process, you'll have to let it take its course and if it's not resolved within eight weeks (or sooner if they give a final answer you disagree with), you can refer it to the Financial Ombudsman Service.