Unauthorised transactions - credit card responses??

fredsnail

I've discovered an unauthorised transaction on my credit card. I've never used this company, don't have an account with them and haven't received any goods. This transaction has also pushed me above my credit limit.

I phoned my credit card company to report it and quite frankly have been appalled by their response (or lack of it) my card is still active. When I phoned to report it they were more interested in getting me to make a payment to put my account back within the credit limit - and I got a lecture about monitoring my credit level so it wouldn't happen again. They've sent me forms - telling me to contact the company who've processed the transaction and resolve it - it appears to me that they will only get involved if it can't be resolved.

My mum has had a few experiences with her card company - that the first thing they do is cancel her card and then launch an investigation - she completes a form to say the transaction isn't authorised - they do the rest.

I just wondered what was the standard process - surely they should cancel the card as if as it appears someone has got the details they could still use them again?

Thanks from one very fed up moneysaver.:mad:

marksandsparksgal

I had the same experience as your mum, my Tesco card was used for the Blizzard entertainment fraud (see further down this forum) and Tesco phoned me to check it wasn't me using the card, sent me a new one and I just filled a form in...sounds like your card company is a bunch of monkeys (and then that's probably offensive to monkeys).

After all, the whole reason I use credit cards so much is that if someone gets hold of the details, it's the card company's money and not mine!

Just out of interest, which company is it?

fredsnail

Am I allowed to say which card company it is?

Stephen_Leak

Probably not, but I haven't noticed that stopping anyone on here. I would argue that this is the whole point of the internet in general and sites like this in particular. Information is power. Name & shame.

fredsnail

OK without naming them they're a company that is currently advertising on TV how wonderful their credit card fraud process is - especially if you're a man who's spend hundreds on shoes and ballet lessons, or a middle aged woman whos bought tickets to a rock band concert.

I'm not impressed with them so far.

jonesMUFCforever

That'll be CAPITAL ONE then.

fredsnail

Indeed it is. And in todays post I got a letter thanking me for bringing my account back into it's credit limit - and some handy tips to make sure it doesn't go over it's limit again.

Funnily not one of the tips mention unauthorised transactions.

To say I'm considerably unimpressed with their actions at this present time would be an understatement.

Who is the regulator for credit cards?

Thanks

an more annoyed than fed up moneysaver

knowledgeman

I work for a banks fraud department and the approach seems very unorthodox

The only time we would advise a customer to liase with a company would be if they had dealings with the company in some shape or form

Otherwise we would make a decision based on the facts to either dispute the transaction or treat it as fraud

The above decision would be based, on the values, number of trans, type of trans, similar spend as well as our general feeling as to the customer ( i.e is it an old biddy who has forgotten about it)

Id call back and ask to speak directly to the banks fraud department and asking them to explain the reasoning behind their treatment

In their defence what often happens is it idiots in the call centres dont do their job properly , which is a major problem for my company and it never gets passed to someone with the correct knowledge to make the right decision

fredsnail

Thanks - I'll try ringing them on Tuesday, hopefully I'll speak to someone with some sense.

:cool: