Capquest

viviane12red

Hi Everyone, HELP, 1st of all--I have NEVER had any dealings with Capquest, no mail, emails or phone calls, nothing, yet they have managed to remove 25GBP from my TSB account. When I queried this with Capquest by email they stated they have no record of me because I did not include an Account Number !!! so they could be of no further help. I phoned the TSB Bank and they could not explain it, this 25GBP has been taken from my account with Debit Card details, TSB have put a STOP on the Capquest removing any more funds. My question is "how has this happened ??" The only time I have used my debit card online is to pay for House Ins, which I cancelled within 14 days, because of the excessive set up fees ( 1432 GBP). .David

fermi

You need to demand that the bank refunds the payment as an unauthorised transaction.

See: http://www.fca.org.uk/consumers/financial-services-products/banking/your-rights/unauthorised-payments

Note, just because the bank sees it as a transaction using your card and it's details, that does not mean that the bank can say that you made it or that you are at fault.

Why a refund can be refused

Your bank can only refuse a refund for an unauthorised payment if:

• it can prove you authorised the transaction – though your bank cannot simply say that use of your password, card and PIN conclusively proves you authorised a payment
• it can prove you are at fault because you acted fraudulently or, because you deliberately, or with ‘gross negligence’, failed to protect the details of your card, PIN or password in a way that allowed the transaction, or
• you told your bank about an unauthorised payment 13 months or more after the date it left your account, so make sure you contact the bank as soon as possible

Many banks try to deceive you over those rules to deny refunds, so don't take any nonsense.

I would make a formal complaint to Capquest, rather than just a query, saying that you can prove they took the money, so reuire then to investigate. They do not need an actaul account number to do that if there is other info in your complaint, time date name etc, they can use to identify the transaction. Tell them that unless they investigate the complaint and fiund out why this was taken you will be making complaints to the regulators and FOS.

happy_bunny_2

As per Fermi.

Just a thought. But could the cancelled insurance somehow have ended up with Capquest if the company passed it on?

sourcrates

Sounds like there could be a link between the cancelled insurance, and the disputed transaction.
The fee would still of been payable, despite your cancellation of the policy.

Sazzie23

sourcrates wrote: »

Sounds like there could be a link between the cancelled insurance, and the disputed transaction.
The fee would still of been payable, despite your cancellation of the policy.

You mean like a standard £25 if you cancel fee ? I didn't realise they could do this but I guess it is to stop people having 14 days free insurance.