Santander debit card fraud

tomo658

Early last week, I got a text from Santander asking me to validate some transactions on my account. The top one on the list I did not recognize, which was over £500 to an online clothes store. I rang Santander, my card was cancelled and a block was put on my account. Someone had used my card details online, the payment got declined first time but they then rang Santander and got it authorized over the phone. I'm just waiting on something to sign through the post that will say it wasn't me who made the purchase, to then get my money back. I am unsure of what to do next with regards to complaining, as it is quite worrying that the payment got authorized over the phone. Any help or advice would be greatly received!

sheramber

tomo658 wrote: »

Early last week, I got a text from Santander asking me to validate some transactions on my account. The top one on the list I did not recognize, which was over £500 to an online clothes store. I rang Santander, my card was cancelled and a block was put on my account. Someone had used my card details online, the payment got declined first time but they then rang Santander and got it authorized over the phone. I'm just waiting on something to sign through the post that will say it wasn't me who made the purchase, to then get my money back. I am unsure of what to do next with regards to complaining, as it is quite worrying that the payment got authorized over the phone. Any help or advice would be greatly received!

How was it authorised?

If the person answered the security questions correctly then it is not the bank's fault

ChiefGrasscutter

Sad to say:
If someone can impersonate you on the phone and answer correctly the security question posed then I'd be looking at those you know around you who have access to or can find out that sort of information about you.

agrinnall

I'll be interested to see whether you do get the money back without identifying who was responsible to the police.

grumbler

agrinnall wrote: »

I'll be interested to see whether you do get the money back without identifying who was responsible to the police.

It's not the victim's job to 'identify'.
Of course, if the OP knows for sure who it was, this has to be reported. Some clue can be in the delivery address, but it's not the OP's job to get this information.

agrinnall

grumbler wrote: »

It's not the victim's job to 'identify'.
Of course, if the OP knows for sure who it was, this has to be reported. Some clue can be in the delivery address, but it's not the OP's job to get this information.

Agreed, but Santander may argue that the call was made by someone known to the OP and use that to refuse to refund unless they identify that person (or at least cooperate with an investigation into who it is). Whether their T&Cs would allow them to do that I don't know.

Hellzapoppin

Santander should be refunding you before you've completed any paperwork. The Payment Services Regulations state that you should be refunded immediately for fraudulent transactions and if they've accepted that they transaction is fraudulent, they should have refunded you already.

diamonds

Hellzapoppin wrote: »

Santander should be refunding you before you've completed any paperwork. The Payment Services Regulations state that you should be refunded immediately for fraudulent transactions and if they've accepted that they transaction is fraudulent, they should have refunded you already.

Was just going to add this, Barclaycard were immediate. A £100 admin was to come off and £300 deposit direct debit off current account.


Order cancelled but company took money AFTER, £400 on Barclaycard.


Even when the chargeback was raised they ignored it and they refunded £300, to which Barclaycards credit they said no its £400 and that £300 will save you money on your outstanding balance whilst we investigate what they have done, kudos to Barclaycard lol this was even a indian guy in a offshore fraud dept :rotfl: