Santander Debit Card Fraud

emma1885

Not sure this is in the right place but hey ho!!

Basically my poor mum is being put through the ringer with Santander and I was after some advice.
4 weeks ago she received a phone call from Santander stating they had noticed fraudulent activity on her account and as such would be putting a stop on her card. There were about 15-20 small transactions for downloading ring times, comics and some taxi company, None local to where she lives or relevant to a 54 year old woman, hence I guess the fact Santander picked up it was wrong.

That's where their good customer service ended. She waited a few days expecting the money to be refunded, nothing. Rung them up and they said they were investigating and would probably be able to refund it by the end of the week. Nothing arrived back in her account. She then rang again and they basically told her they didn't believe it was fraudulent so unlikely she would get the money back.

Finally 4 weeks she has slowly given a refund for each transaction. The problem is that the fraud pushed her overdrawn and she has no overdraft limit so now they are trying to charge her £95 for being overdrawn for so long.

What can I/she do to get this money back, the account was used for household bills etc and had money transferred into it each month to pay things, there was no way, once the account was hacked, that she would have been transferring money in to deal with any negative. She was told originally not to worry, it would all be sorted before any charges would be made and now they are going back on their word.

Help!!

dunstonh

The problem is that the fraud pushed her overdrawn and she has no overdraft limit so now they are trying to charge her £95 for being overdrawn for so long.

Once they are made aware there are charges and the refunds have been coming through then the bank will refund those charges.

What can I/she do to get this money back,

let them know. The people dealing with the fraud wont know she is being charged and the people dealing with the overdraft wont know there is a fraud issue unless she tells them.

emma1885

Thank you - she did tell them that it was due to the fraudulent transactions but they said it was unlikely there was anything they could do but would call her back within the hour but no phone call. I am worried that she will give up on it as she has suffered from depression so is of the onion she doesn't want to make herself ill again but they surely shouldn't be making life so difficult?

magpiecottage

She need do no more than tell them she is dissatisfied that they are charging her for being overdrawn when they know this is as a result of transactions that she did not authorise.

That should kick their complaints procedure into action.