NewDay cards / Ikano Bank

Strawberryfield83

Hello, just wondering if anyone can help with where to go next on an issue we are having at the moment!

My partner has recently been the victim of identity fraud. Someone opened up store card accounts in Debenhams (400 odd pounds) Karen Millen (similar amount) and then also went to an o2 store & got two brand new iPhones on a contract in his name. Also tried with Vodafone but were turned down.

Clearly as they are credit accounts no money has actually been taken from us, but we have received the bills. Before the bills arrived we received letters in the post informing us 'he' had opened these accounts. As soon as we read these we rang the companies involved there and then.

O2 have been brilliant - they'd already suspended the contract believing it may have been fraudulent, and have now removed all details of it from his credit score, which was previously excellent with Experian.

However the other two are proving to be a real headache. Specifically NewDay who run the Debenhams card. Despite my partner contacting them saying he has been victim of ID fraud, and his Experian case worker doing the same, they have now got back to Experian and said they believe the store card was genuinely opened by my partner and have refused to remove it from his credit file. Ikano who deal with Karen Millen are still investigating even though we reported it well over a month ago.

We are actually in the process of remortgaging our house and buying an additional property and my partner's credit score has taken a hammering from this, as so many applications were made in such a short period of time. Experian say they can't do any more. My question is, the transactions are very much fraudulent, so how can he get NewDay and potentially Ikano too to see this?! I feel so frustrated by this as we really couldn't have acted any quicker or done any more.

Many thanks for any advice!!

National_Debtline

Hi there and welcome to MSE,


In a situation like this I would suggest that he reports the matter to Action Fraud (if he hasn't already done so). They will give him a reference number that he can forward to these companies as proof that this matter has been reported to the correct organisations. You may be able to assist with the investigation and highlight if transactions were made far away from where you live, then this would be questionable. Plus, send proof that other creditors have investigated and concluded there to be an identity issue.

Ultimately, if the conclusion of their investigation is that they believe your partner is responsible then you would need to escalate the matter to the Financial Ombudsman Service to be looked at again. If the FOS agrees with you (that it is fraudulent) then you can go back to the credit agencies to amend his credit file. Unfortunately, if the FOS believes that your partner is genuinely liable for this then his only other recourse would be to argue the matter in court (if they took county court action). He would need some legal advice if it got to that stage.


I am afraid all of this takes time which may not help you in the immediate future with re-mortgaging but there isn't any other way around it I am afraid. If he pays them (in an attempt to speed things up) then he is accepting liability. I hope that helps,


Laura
@natdebtline

Strawberryfield83

Hello Laura,

Thanks so much for replying, yes we have reported it to Action Fraud, the other store card with Ikano has actually come back today and agreed that one was fraudulent too so it's just NewDay digging their heels in now. Hopefully can get it resolved! Thanks so much for your response.