Help with fraudulent activity and Lloyds

aw5555

Hi All,

I need some help here. In Feb 2015, Betfair (Or at the time I believed it was Betfair) sent me an email asking me to update my account details. I have used Betfair in the past and have received a few emails fro them in the past.

I logged into my account, it had my name everything looked normal and went to update my account information. It then asked me to verify my card details as a way to process the account changes. A few days later after putting money into my account, I was informed my account was overdrawn by £1200 all going to Betfair and one other transaction to a company I have never heard of.

I was advised to speak to the debit card dispute team, the adviser on the phone didn't seem to understand what I was saying, although I reconfirmed what I had done (in regards to the email) and that I have used Betfair previously a fair amount so had believed it was from them especially for the fact the email had my name. The adviser said that's fine and refunded the money back to my account.

On March 16th 2015, Lloyds redebited my account without warning saying they have received information from Betfair which support the claim the transactions were genuine. After spending more than five hours on the phone, I repeatedly asked to see this information. After being transferred to every department within the business, I was then told the information they had received from Betfair. Lloyds said they have made their decision based on:

1. Betfair has been able to provide us with your name (I have an account with them, so they would obviously have my name)

2. Your full address (Again they would have this as I have an account with them, except here is the thing, I have moved so they have an old address, the email I had received asked me to update my address so I entered the new one, Betfair does not have this).

The complaints team then said the original case does not mention anything about an email and it should not have been opened as a dispute, it should have been opened with the fraud team and I need to call back tomorrow as the team I need to speak to is closed.

I then called back the next day and spoke to the complaints team who then said nothing can be done because we have to follow guidelines which state if the company provides evidence to prove it was you then we are required to return the money. I then said what evidence do you have as I had not done these transactions. She then said:

Betfair has been able to provide us with your name and address. They also said back in 2014 they deposited £65 into your account!!! I said yes I have used them previously (I had spent roughly over the last two years nearing £1K).. The period in question in 2015 not 2014. But they have said that for them this is enough.

What can I do as I literally have no money and Lloyds clearly do not care about the effect this has had on me.

grumbler

What happened to the money deposited to Betfair?

I guess it was lost to some other accomplice.

So, what actually happened was:

• Your BF account and your card details were compromised when you stupidly followed the link in your e-mail.
• The fraudster made a deposit from your card to your BF account and lost the money to the accomplice.

BF are known to be useless when dealing with fraud.

Essentially, it was an unauthorized card transaction that has to be refunded by the bank, but they have their reasons for refusing, and proving them wrong (that it wasn't you) can be difficult, if not impossible.

The only you can realistically do to complain to FOS about the bank and, in parallel, to BF's regulator about their failure to prevent fraud and trace the fraudsters.

maninthestreet

OP - did you click on a link in the email to access your betfair account??

colsten

I have held an account with Betfair for 15 years and never had an email asking me to confirm my details . OP, do you still have the email - if so, who sent it?

grumbler

Who sends all phishing e-mails?

Betfair warning!!!

Betfair accounts hacked
Betfair Fraud
Betfair Account Hacked £800 down!!!
Betfair Hacked
Betfair Hack

aw5555

Hi All thanks for your help here..

The money deposited that Betfair are talking about was done in 2014, this was credited to my account.The fraudulent activity took place on the 9th Feb 2015 so their argument is that because they deposited funds a year ago I must have done these £1200 transactions.

The reason I had click on the link was the email looked like the Betfair emails and it had my name on it not Dear Account Holder... but Dear XXXX.

As this happened in 9 Feb and the bank said everything has now been sorted... fast forward to 16th march and they have taken the money I no longer have the email as I wasn't told to keep it and shortly after my someone had tried to access my email account so I deleted all personal email from like my credit card companies etc.

What I fail to understand is how Lloyds can accept that because we have is name and address that must be the account holder? It makes no sense? There is no protection in place if this is how they investigate claims.

That's like me taking our a mobile contract fraudulently, using someone else's bank details and when the person finds out the bank saying sorry but they have your name and address so it must have been you...

grumbler

aw5555 wrote: »

That's like me taking our a mobile contract fraudulently, using someone else's bank details and when the person finds out the bank saying sorry but they have your name and address so it must have been you...

No, it's not like this if I understand your story correctly.
It was your legitimate BF account that you opened, not a fraudulent account opened on your name.

The account was hacked, and this is a different story.

aw5555

Yes I see your point... But as a consumer where do I stand? I have escalated it with the FO but they have said it can take upto 12 weeks... Meanwhile I'm out of pocket by £1200, is this the only option I have?

Lloyds have admitted that the case was not handled correctly but are not budging on the fact they believe it's a matter between BF and myself. BF are simple saying there fraud team haven't detected anything suspicious so speak to my bank and clearly I'm not getting anywhere.

grumbler

aw5555 wrote: »

Yes I see your point... But as a consumer where do I stand? I have escalated it with the FO but they have said it can take upto 12 weeks... Meanwhile I'm out of pocket by £1200, is this the only option I have?

IMHO, it's a pretty hopeless case. Consider yourself lucky if you ever get your money back.

Lloyds have admitted that the case was not handled correctly but are not budging on the fact they believe it's a matter between BF and myself.

BF store your card number and, IIRC, don't use 'Verified by Visa' or 'Mastercard Securecode' for deposits. Try using this argument with your bank and FOS as, AFAIK, any merchant ignoring this procedure takes the extra risk of fraudulent transactions charged back easily only because the procedure wasn't used.

BF are simple saying there fraud team haven't detected anything suspicious so speak to my bank and clearly I'm not getting anywhere.

What do you really expect from them? Paying their own money?

aw5555

No I don't expect them to pay me with their own money. I expect Lloyds to refund my money. I'll just have to wait for the FO to tell me the next steps, as clearly there is not much more that I can do / will be done by Lloyds.

Thanks for your help anyway.

Hellzapoppin

If your betfair account is the one that is compromised, then surely it is their responsibility to investigate activity that is reported to be fraudulent and not your bank.

Why would Lloyds refund you in this situation if betfair aren't prepared to refund Lloyds? Have you thought about complaining to the Gambling Commission? I suspect that the banking ombudsman is a dead end.