Visa debit payment dispute

Staffordia

I've just logged onto my account and noticed a visa debit payment has left my account that I did not make. I have contacted Nationwide and they have raised a visa dispute claim. They state that my card was used online and it passed the verified by visa check. I am slightly confused by this as I can't remember the last time I had to input that detail.

I have asked them to cancel my card immediately and issue a new one with a new number, which I was told they would do. Is there anything else I should do?

agrinnall

If the transaction did indeed go through full VbV checking requiring password characters to be entered, rather than going through the VbV page without the check (which mine sometimes does) then somebody must know that password. That suggests that either you use the same password for lots of things, in which case change it to different things everywhere, or that the password, and probably the card details, have been obtained by somebody who knows you, meaning that all your other cards/passwords are now suspect and you should also change passwords. Or of course it might be both scenarios.

Staffordia

Thanks agrinall. The person I spoke to said it was checked in the background which suggests to me that no password was input, but I will check that again. No one knows my passwords, they are not written down anywhere and I don't use the same ones for different accounts.

It was used to pay for a membership online for engineering and I don't know anyone in that field.

Paul_B.

Most times if the payment is low value VbV with Nationwide will not prompt for any information. There's also no password thet I remember, the couple of times I've had to fill it in it asked me for details from the card. Even £200-300 purchases don't get asked for this information and are simply passed through. Apparently they use sophisticated methods or some such to detect fraudulent activity.

zerog

If someone steals your debit card and they know your DOB and postcode they can usually reset your VbV password, or set one up

Staffordia

zerog wrote: »

If someone steals your debit card and they know your DOB and postcode they can usually reset your VbV password, or set one up

The card is still in my possession and there is no one else in the house to have used it.

The payment was for £80, so it would be considered low value, so I assume that the automatic VbV check would have happened.

Paul_B.

zerog wrote: »

If someone steals your debit card and they know your DOB and postcode they can usually reset your VbV password, or set one up

As I've said before Nationwide do not have passwords for VbV. You can find out more information and the security information they do request on their site: http://www.nationwide.co.uk/support/support-articles/security/verified-by-visa-vbv/verified-by-visa

Staffordia wrote: »

The card is still in my possession and there is no one else in the house to have used it.

The payment was for £80, so it would be considered low value, so I assume that the automatic VbV check would have happened.

Correct, if you use the link above you'll see the Nationwide blurb about what they do and the information they would request should they feel it is necessary.

grumbler

Paul_B. wrote: »

As I've said before Nationwide do not have passwords for VbV. You can find out more information and the security information they do request on their site: http://www.nationwide.co.uk/support/support-articles/security/verified-by-visa-vbv/verified-by-visa

In this case it's even more clear that what they said about some 'background checking' was bu11shit to fob the OP off. Obviously there were no any serious checks for £80 transaction and couldn't be. If it really was an unauthorised transaction it has to be refunded. Full stop.

Staffordia

Thanks for the link Paul, I will have to see how Nationwide respond. I've never been in this position before, so is the onus on them to prove it was either my negligence or me actually purchasing what ever it is or for me to prove it wasn't?

agrinnall

Paul_B. wrote: »

As I've said before Nationwide do not have passwords for VbV. You can find out more information and the security information they do request on their site: http://www.nationwide.co.uk/support/support-articles/security/verified-by-visa-vbv/verified-by-visa

That must be a relatively new change as I have VbV passowrds for both my Nationwide debit and credit cards and was asked for it the last time I used either online, and have not yet been asked to provide other information.

Paul_B.

I agree with Grumbler that there isn't really much checking going on. Nationwide are taking the risk exposure on this one but just waving a lot of transactions though. The last time I got VbV and was requested for information was when I bought flights for ~£800 which is understandable. My purchase of £200 I didn't get any VbV on, this was on Tuesday. Contrast that with other banks I've experience of and I get asked for some information even for £10 transactions.

In my book it's going to be up to Nationwide to refund this to you. They should have already cancelled your card and logged this with the fraud department, it's not really a Visa Chargeback in the traditional sense where you're disputing the transaction as you didn't receive the goods, this is fraud.