Serious Fraud with Santander

TimBarry

I have noticed today that that someone has done fraud on my bank account. Someone has been making orders on my account and notified the bank. It was a total of £800 that was made on three different transactions. They told me they will go through an investigation.

Could someone give me some advice or if anyone who has been through this situation tell me what their outcome was. How do Santander do there investigation, how long does it take and have you received a refund and when?

Thanks
Tim

Don80

If it was a direct debit then it should be refunded almost immediately. Card payments are trickier, I would suggest asking the bank about timescales etc.

TimBarry

Yes it was card payments, may I ask why it is trickier?

Chalkius

With Direct Debits you're basically protected by the DD guarantee, which means it's a lot easier for your bank to claim the payments back, banks will generally only refuse to do that if it seems like you're not actually using the system properly (So people calling up asking for every DDR they've ever paid to be returned).

With card payments if you've either not done the payments or haven't been careless with your details you should still be fine, but they'll need time to look into it, it's not as quick. And if they think you either authorised the payments or they think you were careless with details, they might hold you liable and refuse to refund them.

Were they card payments done online, or in a shop? Were they contactless, Chip and Pin, apple pay?

Don80

Chalkius wrote: »

With Direct Debits you're basically protected by the DD guarantee, which means it's a lot easier for your bank to claim the payments back, banks will generally only refuse to do that if it seems like you're not actually using the system properly (So people calling up asking for every DDR they've ever paid to be returned).

With card payments if you've either not done the payments or haven't been careless with your details you should still be fine, but they'll need time to look into it, it's not as quick. And if they think you either authorised the payments or they think you were careless with details, they might hold you liable and refuse to refund them.

Were they card payments done online, or in a shop? Were they contactless, Chip and Pin, apple pay?

Yeah - what he said :rotfl:

GingerFurball_2

Don80 wrote: »

If it was a direct debit then it should be refunded almost immediately. Card payments are trickier, I would suggest asking the bank about timescales etc.

Unauthorised payments must be refunded the same day, or by 12 noon the following working day if the bank is notified after 4:30pm or over a weekend.

jonesMUFCforever

GingerFurball wrote: »

Unauthorised payments must be refunded the same day, or by 12 noon the following working day if the bank is notified after 4:30pm or over a weekend.

I agree but there is a world of difference between say genuine fraud and let's say somebody signing up for a free trial of something and not reading the terms and conditions or forgetting to cancel before the 'fraud' hits their account.
That's why they have to investigate first.

GingerFurball_2

If you call your bank and report fraud, they need a damn good reason not to refund immediately*

*immediate as defined by PSRs.