Virgin Money fraudulent transactions

NikkiWright

Morning all,

I've been having issues with Virgin and some fraudulent activity for over a month now. At the end of May someone got hold of my cc details (no idea how - Virgin said maybe from using it contactless?) and they made 3 transactions online at Argos, one for £249.99, one for £399.99 and another for £249.99 which didn't go through as it had maxed my card out. I called them a few days later when I realised and they took it off my account and said they would send a declaration form to sign to say I hadn't made these transactions. This didn't come to me and £650 of transactions went back onto my account. I called the on the 3rd of June and they said they would send another letter and to call back on the 13th if i didn't receive it. I didn't so I did, so they said on Monday 16th I should receive an email (when fraud got back into work as they had to authorise it being sent by email). I didn't so I called on Tuesday and was told I would be called at work on Wednesday. I wasn't and was told that although I called on the 3rd, the second letter was not sent until the 11th. I was also told that on Monday rather than sending by email they sent ANOTHER hard copy. They should be calling again today which will be the 6th phone call (last nights call was an hour long) and I've told them I will be complaining so the lady I spoke to last night said I should have an idea of what kind of monetary compensation I would like from them. I have no idea what I should do in this case... for all intents and purposes the £650 is still on my account and is unusable, so should I have some kind of emergency I only have £300 available to me. Should this form some part of compensation? Never mind the stress, anxiety and annoyance of being passed around, given false information and also the fact that they shouldn't have authorised these transactions in the first place? Surely the delivery address is different, 3 transactions within minutes of each other should have rang alarm bells no? If anyone can advise me I;d be very grateful. I'm almost at the end of my tether

[Deleted User]

£50-100 would probably be in the right ballpark.

In the meantime, apply for another card or three. It sounds as if you are reliant on just the one, which will catch you out at some point.

NikkiWright

Thanks for the quick reply! I'm kind of trying to get out of using credit cards for the time being, I'm trying to pay this one off but they're not making it easy for me. I've had nothing but bad service from Virgin; I've even sent secure messages then received emails saying I have secure messages in my inbox and there's nothing in there:mad:

eDicky

Have you checked that your mailing and email addresses held by Virgin are still correct..? {ie. not changed fraudulently)

Candyapple

If you haven't received 3 letters from them, do you have a problem with your mail being stolen? That is definitely not normal.

NikkiWright

The address is definitely right and none of my other mail is missing. I received a replacement card, pin and various junk mail from them just not this very important document it seems

NikkiWright

I actually am still waiting for a phone call from them today. I'm assuming I'm going to have to call them again when I get out of work and the people I need to speak to have gone home. They definitely have my work phone number as they checked it yesterday *sigh*

NikkiWright

Another 50 minute call with no resolution and no guarantee i will get a call from the right department tomorrow. Im now told i need to talk to disputes, not fraud as i was originally told and also that complaints have logged my complaint but they dont know when they will call me. Fraudulent transactions still on my account. Anyone have any advice?

ywlgy

Complain to Virgin first. Then to FOS if not solved.

Close the account after issue is solved and find another CC provider. Purely based on your experience, their CS is dreadful.

eco_warrior

That’s quite a bad experience you have had it that can happen with call centres and poor staff.

The bank will know how the transactions were made, they certainly weren’t contactless due to the amounts involved.

Sending declaration forms is a bit archaic as well but some banks are slow when it comes to that sort of thing.

If they want you to speak to disputes when you haven’t authorised the transactions then something is up. You either did or didn’t make them. What a mess

NikkiWright

I finally got the declaration form as an email. Strangely it came on a Saturday which is not when the people they said HAD to authorise it are in. Anyway once thats sorted and my complaint is finished (complaints still haven't contacted me) I'm going to pay it off and close it.