Visa debit card dispute lloyds bank not helping.

Jupz

Hi there, back in June, a company called TT Stuff which seems to be American based, took over £1600 from my visa debit card account which I did not authorised, I have never used the company in question.

lloyds refunded the money while they investigated. A couple of days ago I recieved a later stating the company in question have provided proof of delivery (no pictures of signatures or anything like that) and the address and telephone details.

Because Lloyds are saying the address, name and telephone details matches up they have decided to refund the money back to them and are unwilling to help me and that I should contact the company to refund the money (Yeah like they would do that, I have already contacted them) if that fails, contact tranding standings. What can tranding standards do when the company is in bloody America!!!

Can someone help me because I am completely lost, lloyds are making me do all the leg work and have clearly taken sides in this. I have not made any transaction with said company and on what basis that because the the address used is exactly the same as mine, I am gulity and the transactions are genuine.

I only live with my mum which she does know how to use the internet and myself, we have not taken in delivery of any bloody parcel.

Please someone help me I am stressed as it is, I will be closing down my accounts with this crap tax payers bailed out crap bank and telling them where to go when this is sorted.

McKneff

What are they supposed to have sold you....

McKneff

What did the company say when you contacted them.


What is the signature on the delivery note

Jupz

McKneff wrote: »

What are they supposed to have sold you....

TTSTUFF comes back as a car website that sells parts for various cars.

McKneff wrote: »

What did the company say when you contacted them.

What is the signature on the delivery note

I have just sent them an email now after lloyds said they not going to help me any further.

Absoloute bull**** the documenation lloyds provided, there is not pictures of any bloody signature!!!! idiots.

meer53

Think you need to calm down a bit.

What would you expect Lloyds to do ? A transaction debited your account, you disputed it, Lloyds refunded you whilst they looked into it. The company provided proof of delivery to your address. Lloyds decided after seeing this that you had ordered the goods. Sounds logical to me.

Call Lloyds and get them to send you the signature. Then make a complaint to Lloyds if it's not yours.

InsideInsurance

What pictures are you expecting?

As to signatures for delivery, these are fairly flaky on international deliveries as often multiple companies are involved. If you look at Royal Mails website they certainly used to say they couldnt provide signatures on international deliveries, only confirmation that one was gotten.

Has your bank confirmed what the transaction type was? Did you ever check with TT Stuff what it is you'd allegedly ordered and received? Assuming its car parts, have you bought any car parts for a similar price at a similar time and its possible just trading names that are causing confusion?

cajef

A lot of delivery companies are using these had held machines with an LED screen to sign on nowadays, it is nearly impossible for anyone to write a legible signature on one.

Nasqueron

cajef wrote: »

A lot of delivery companies are using these had held machines with an LED screen to sign on nowadays, it is nearly impossible for anyone to write a legible signature on one.

if you do it every day you can get good at it, assuming the machine is not faulty

The issue is often that they lose the stylus so end up using a pen and getting ink on the screen (yes really!) or use some fat ended thing to do it - with a stylus you can do an accurate signature - the trouble is then the image is saved and uploaded, ends up compressed and loses some quality ending up with nonsensical squiggles.

On topic - does the OP have an Audi TT? If not, should be an easy argument, if they do then where are these parts?

eddddy

Hi jupz

Were Lloyds clear that that you were reporting a fraud/unauthorised payment?

They didn't mistakenly think you were requesting a chargeback for non-delivery of goods?

Lloyds t&cs say:

15.2 You will not be liable for any payment instructions you did not give yourself, even if they were given using your card or Security Details, unless we can prove either:

a. that you have acted fraudulently in which case you will be liable for all payments from the account that we have been unable to stop; or

b. that you have been grossly negligent with your card or Security Details. Depending on the facts of the case and any legal requirements that apply, you may be liable for payments from your account but only until you have told us that your card or Security Details have been lost, stolen or could be misused.

If you are not liable for a payment, we will refund the amount of the payment and any charges or interest you paid as a result of it, and pay you any interest we would have paid you on that amount,
and will not have any further liability to you.


Source: http://www.lloydsbank.com/assets/media/pdfs/banking_with_us/personal_banking_terms_and_conditions.pdf

So presumably Lloyds are either saying they have proof (a) that you have committed fraud, or (b) that you were grossly negligent.

I would ask them to clarify whether it is (a) or (b) with a full explanation of their proof, and tell them that you plan to complain to the ombudsman.

If they still won't budge, I guess a complaint to the ombudsman would have to be the next step.

---

Edit to add:

I see the TT Stuff website requests 'Delivery Address' and 'Billing Address'. It might be worth asking Lloyds to clarify both of these. (Typically, UK online retailers will only dispatch goods to the billing address, because of the fraud risk.)

i.e. They may have proof of delivery to an address which isn't your billing address.

Also, ask what email address was used, and the IP Address that the order was made from.

katejo

eddddy wrote: »

Hi jupz

Were Lloyds clear that that you were reporting a fraud/unauthorised payment?

They didn't mistakenly think you were requesting a chargeback for non-delivery of goods?

Lloyds t&cs say:



So presumably Lloyds are either saying they have proof (a) that you have committed fraud, or (b) that you were grossly negligent.

I would ask them to clarify whether it is (a) or (b) with a full explanation of their proof, and tell them that you plan to complain to the ombudsman.

If they still won't budge, I guess a complaint to the ombudsman would have to be the next step.

---

Edit to add:

I see the TT Stuff website requests 'Delivery Address' and 'Billing Address'. It might be worth asking Lloyds to clarify both of these. (Typically, UK online retailers will only dispatch goods to the billing address, because of the fraud risk.)

i.e. They may have proof of delivery to an address which isn't your billing address.

Also, ask what email address was used, and the IP Address that the order was made from.

With Amazon I always have a different billing address and delivery address without any problem. I have ordered and received 2 such items in the past couple of days.

callum9999

InsideInsurance wrote: »

What pictures are you expecting?

As to signatures for delivery, these are fairly flaky on international deliveries as often multiple companies are involved. If you look at Royal Mails website they certainly used to say they couldnt provide signatures on international deliveries, only confirmation that one was gotten.

Has your bank confirmed what the transaction type was? Did you ever check with TT Stuff what it is you'd allegedly ordered and received? Assuming its car parts, have you bought any car parts for a similar price at a similar time and its possible just trading names that are causing confusion?

In the OP's defence, "confirmation that one was gotten" is utterly useless and proves nothing whatsoever. The whole point of a signature is to identify the person who received the package - if there is no record of what the signature looked like then you might as well not have one at all.

Though saying that, as no-one verifies the signature you give the courier/postman, you could easily just sign it as someone else then deny it was you anyway! In which case, I don't think it's remotely fair to say "it was signed for therefore it was your order".