Please help: mums account had money taken!

System

If you say so. Your vast intellect is obviously greater than other people on here so I will bow down to your greater knowledge and cease to attempt to help the OP attempt. I leave it to you to help the OP get to the bottom of this

mgdavid

Hooloovoo wrote: »

Good move. There's enough rubbish on here as it is, without encouraging people to do stuff that wont help their problem in the slightest way.

....including your posts, as you offer absolutely nothing constructive to identifying the source of the problem.

Hooloovoo

mgdavid wrote: »

....including your posts, as you offer absolutely nothing constructive to identifying the source of the problem.

Which is quite impossible to do.

Better to tackle the problem directly with the bank using the standard procedure and get it sorted, as I have recommended. At least that is more use than going on a wild goose chase regarding the IP address which will give you at best very little information, at worst no information at all.

System

You may not be able to identify the source but a few simple checks can help identify what ISN'T the source

Hooloovoo

Archi_Bald wrote: »

I don't think you / your mum have much of a case for a refund. Your main efforts should be spent on stopping the payments if you have not already done that.

Assuming you have been given the IP address which signed up for the service: the fact that the IP address doesn't point at your mum's address basically means nothing at all.

...

Whichever way I look at it, I can't see how you have a case for reimbursement, sorry.

As ever Archi Bald gives good advice, way back in post number 4. Shame everybody appears to have ignored him.

Hooloovoo

!!!!!! wrote: »

You may not be able to identify the source but a few simple checks can help identify what ISN'T the source

But as I keep saying, what does that actually get you?

At best you'll find out it wasn't an IP address previously registered to your home broadband account. Now what do you do with that information? Do you seriously expect the bank to take that as proof the transactions are fraudulent?

If it was from your home broadband account, now what do you do with that information? Interrogate your family to find out who used the card? If the details used are all correct and it wasn't the OPs Mum that did it then that suggests it was someone with access to her card.

Either way, the course of action should be the same. Just get the payments stopped, report your bank details as possibly compromised so your login details are reset and you get a new card, and protect the new card very carefully.