Beware A and L robbing my mother of £500!!! Absolute disgrace

bluenose1

Dear all,

thanks for all your responses.
I completed the online Financial Ombudsman form.
They replied stating that until A and L do a final response they wouldn't get involved.
Quite disappointed as A and L have refused on several occasions to re-imburse both in writing and via telephone.
However surprise suprise got a letter from A and L today stating that they had rec'd a letter from Financial Ombudsman and had reviewed case.
They apologise and have refunded the fraudalent transaction as well as all charges incurred. Approx £320.
Just shows you that if you have a problem it is well worth involving the FO as we were getting no where.
At long last it is over. Unfortunately she is now to frightened to have a credit card.
Thanks again
Anne

lipidicman

Why should she be frightened - when fraud happens with a credit card you get your money back (as your case shows). No other method offers such a level of protection!

mrcow

Hi Anne,

I'm really disappointed for your Mum that it's taken so long to get her money back and wonder how much harder she would have found it if you hadn't been there to help her. I can understand her reluctance to have any more credit cards having gone through that, after all we can all live with out them!

I suppose that the matter has been sorted out on a financial level, but on a customer services level, I'm still left with that sinking feeling that you are owed an outstanding apology for their lack of help and dismissive attitude.

I'm glad that she's got this sorted out anyhow.

bluenose1

lipidicman wrote:

Why should she be frightened - when fraud happens with a credit card you get your money back (as your case shows). No other method offers such a level of protection!

She is frightened as for several months she has been told by the A and L that it was nothing to do with them and implied that she was responsible for this "identity fraud."
She has spoken to them on the telephone and made to feel like a criminal who was trying to defraud them.
She says herself that if it wasn't that I pursued it, she would have paid it.
Only my experience in the civil service made me aware of the power of the ombudsman. I myself was being constantly being fobbed off when I telephoned them and I work in Customer Services.
I personally will continue to use credit cards but she is adamant that she won't after all the upset she has been through. (I know she has had sleepless nights over it and has felt very vulnerable.
Regards
Anne

lipidicman

I understand - all I am asking is what is the alternative - sending cash or cheques in the post? You have to be rational about these things. Not all companies are the same. I had my wallet stolen, it took one phonecall to block the card, and one phonecall a month later to get the fraudulent transactions that got through before the block removed. No questions. 10/10 to barclaycard.

Explain to your mother that not all companies are like this, that she has you to help and things can always be sorted.

bluenose1

lipidicman wrote:

I understand - all I am asking is what is the alternative - sending cash or cheques in the post? You have to be rational about these things. Not all companies are the same. I had my wallet stolen, it took one phonecall to block the card, and one phonecall a month later to get the fraudulent transactions that got through before the block removed. No questions. 10/10 to barclaycard.

Explain to your mother that not all companies are like this, that she has you to help and things can always be sorted.

You're right.
I think most credit card companies would have refunded immediately and not treated her the terrible way Alliance and Leicester did.
Unfortunately it has still put her off totally any credit card in the future.
Regards
Anne

lipidicman

To take a different approach, was it A&L, or were you dealing with MBNA?

It sounds like you have been helping your mother a lot and she will probably listen to you if you reassure you. I can definitely recommend Barclaycard and I am sure others here could share their positive experiences to reassure your mother!

bluenose1

lipidicman wrote:

To take a different approach, was it A&L, or were you dealing with MBNA?

It sounds like you have been helping your mother a lot and she will probably listen to you if you reassure you. I can definitely recommend Barclaycard and I am sure others here could share their positive experiences to reassure your mother!

It was Alliance and Leicester Customer Services that we contacted,not sure it that is really MBNA. All I can say is that I would never advise anyone to use them.

I have explained to my mum that other credit card companies wouldn't have treated her in this way but she is adamant that she won't use one under any circumstances. She very rarely used them anyway and always paid the balance in full.

Regards
Anne

Melissa22_Mum

This may sound silly but could the cc compny not see from your mothers credit history that it might be an unusual purchase to make??????

does it matter if it was used in america the credit cards not from america so american laws shouldnt apply with regards to the terms, conditions and acts etc??!!!????

lipidicman

bluenose1 wrote:

However surprise suprise got a letter from A and L today stating that they had rec'd a letter from Financial Ombudsman and had reviewed case.
They apologise and have refunded the fraudalent transaction as well as all charges incurred. Approx £320.

M22, did you miss this from nearly three months ago?