Carphone Warehouse took payment, now holding as they think it’s fraudulent

d123

Jon_01 wrote: »

Auctioning a chargeback on an acc with a fraud investigation on going could create all kinds of problems going forward. The Op should be aware of that. . .

Why? The bank knows it’s customer and will perform their own investigation, the OP’s payment is being held hostage by an uncooperative retailer, the OP has no link to CPW other than wanting to buy an item from them.

Let the bank use a bit of their muscle to get CPW to toe the line.

grumbler

ongoing

Can you elaborate on this?
From the bank's point of view it's their customer who made the payment and they can easily verify it.
The company hasn't dispatched the order. So, even IF the customer made some error in the address or name, this doesn't matter.
It's a sim-free phone, paid in full, not a contract.


The ONLY fraud possible in this case can be the card details used by a fraudster without the customer's authorisation.


So, in any case the money has to be refunded very fast and the customer has nothing to be blamed for.

grumbler

In fact, basically, the bank, if satisfied with their customer's explanation, just takes the money back from CPW account.
Then CPW, if they aren't happy, dispute this. Why would they?

Jon_01

grumbler wrote: »

In fact, basically, the bank, if satisfied with their customer's explanation, just takes the money back from CPW account.
Then CPW, if they aren't happy, dispute this. Why would they?

I'm not saying they would, but they could. All fraud dept talk to each other and if the CPW thought something 'iffy' was going on they could alert the Op's back's fraud team which might create issues there...

The op said that the CPW fraud team wouldn't accept her husbands passport and driving, which implies it's an address issue. Passports don't have your address and the driving license isn't seen as current, which would be why they asked for current bills. It would suggest that they think the address being used for the acc isn't the op's current address. . .

d123

Jon_01 wrote: »

I'm not saying they would, but they could. All fraud dept talk to each other and if the CPW thought something 'iffy' was going on they could alert the Op's back's fraud team which might create issues there...

The op said that the CPW fraud team wouldn't accept her husbands passport and driving, which implies it's an address issue. Passports don't have your address and the driving license isn't seen as current, which would be why they asked for current bills. It would suggest that they think the address being used for the acc isn't the op's current address. . .

It’s highly unlikely the bank fraud department will take any notice of CPW (fraud team or not). The bank will verify the info if needed and take it from there.

CPW are being ridiculous not accepting a drivers licence, it’s universally accepted as proof of address.

mobilejunkie

Actually you normally have to provide either a passport or drivers' licence and a recent utility bill. Two items from the same category don't count. Photocopies and printouts only count if they are certified by certain people. I recenlty had problems with a building society who deemed my long-time but rarely used building society as dormant and got round it in the end, but it's not the first time I've come across this.

The trouble with regulation is that in order to protect the few it ends up making life ridiculously difficult for many doing the most mundane things. It's not the only thing government meddling has made extremely cumbersome either.

grumbler

I disagree. I used to have accounts with dozens of bookies and most accepted a driving licence as a proof of address. So do many banks, e.g.
https://www.lloydsbank.com/legal/proof-of-identity.asp


So, it's bad people, spoiled by their impunity, in the first place, not some bad regulations.

d123

mobilejunkie wrote: »

Actually you normally have to provide either a passport or drivers' licence and a recent utility bill. Two items from the same category don't count.

A full drivers licence was allowed as either ID or address proof at all the networks I’ve worked for/with, it couldn’t be both but could be used for either category.

d123

Carphone’s own website doesn’t demand the proof the OP has been asked for.

What proof of identity do I need to get a Pay monthly contract?
I'm buying online or over the phone

We can accept your credit or debit card as proof of your identity.

I'm buying in store

I have a Chip and PIN credit or debit card

Whichever network you're signing up to, we can accept a valid Chip and PIN credit or debit card as proof of your signature and address.
You must know your card's PIN.

Your card's billing address must be the same as your pay monthly contract billing address.

Depending on what you're buying, you might not have to pay using the Chip and PIN card you used as proof of identity. Ask in store for more details.

https://selfhelp.carphonewarehouse.com/SelfHelp/request.do?view()=c%7B3fb172c0-f556-11de-da00-000000000000%7D

pmduk

But this was an online order which carries a higher risk of fraud