Unknown iTunes charges on my credit card?

eco_warrior

Having a relationship with Apple isn’t sufficient to reject your claim imo. Half the country has a relationship with them for starters.

So either there is more to the investigation than we currently know or Santander are just hoping you’ll go away.

At this point in time it seems you’ll need to raise a complaint then approach FOS once Santander have concluded it.

msallen

Deleted_User wrote: »

So just spoke to Santander again and again they have refused to refund me the seven transactions as I have a relationship with the merchant (Apple) and this needs to be resolved with them.

So next step is the FOS but who do I say the problem is with, Apple or Santander when filling out details to the FOS?

Any advice would be much appreciated.

Santander. The FOS has no remit over Apple as it's not a financial institution.

[Deleted User]

eco_warrior wrote: »

Having a relationship with Apple isn’t sufficient to reject your claim imo. Half the country has a relationship with them for starters.

So either there is more to the investigation than we currently know or Santander are just hoping you’ll go away.

At this point in time it seems you’ll need to raise a complaint then approach FOS once Santander have concluded it.

I've had the initial claim for fraud turned down, now the appeal saying I should deal with Apple so I've raised a complaint with Santander now and will then go to FOS failing that, the most annoying part is Apple refusing to tell me what the charges where and who has made them, they concur it wasn't used on my account but won't give me any more details.

18cc

If you have had fraudulent charges on your Credit Card then you are protected and your claim is against the credit card company, not the merchant. You have no need to go to Apple - an any case (as you have found out) - they won't discuss someone else's charges with you.

Santander should refund the money to you - if they won't then the first step is to make a formal complaint to Santander. Make sure you tell them it is a complaint. Keep it simple - these are not your purchases. They have time (not sure how long - 6 weeks?) to formally reply. If you reach a deadlock, then you can complain to the FOS.

https://www.which.co.uk/consumer-rights/advice/how-to-complain-about-unauthorised-transactions-on-your-card

eskbanker

Deleted_User wrote: »

I'm very frustrated that apple can't tell me what the transactions were for

Deleted_User wrote: »

the most annoying part is Apple refusing to tell me what the charges where and who has made them, they concur it wasn't used on my account but won't give me any more details.

Why is this so annoying and frustrating? How would knowing who was involved help your case with Santander, given that Apple know who it was and, more importantly, who it wasn't (you)?

eco_warrior

If seen hundreds of claims like this but not one rejected without:

1) the customer admitting authorising at least one transaction on the account where the “fraud” took place. So in most cases giving a family member (often a child) permission to use their card. However they weren’t aware the card details would be stored for future transactions.

2) a chargeback being processed which is then challenged and links the customer to the transaction.

Santander should be able to see if your address was confirmed in these transactions (without a chargeback being required, I’m assuming they haven’t done any) and probably the IP address used and if it matches other transactions on your account.

Ben8282

You say you barely use the card yet £500 worth of transactions in one month escaped your notice? Not a word of complaint about being charged loads of interest on the card so was your bank account direct debited with £500 extra that month and you didn't notice or ... ?
If my reading of your OP is correct it would appear all these transactions were made during the same month. If that corresponds to the period when you were staying overnight in the house with the teenage boy, then your suspicions are probably spot on.
The fact that these transactions were not connected to your account does not, in itself, prove that you did not authorise them.
If you believe your suspicions to be correct I would think twice about pursuing this further and just accept the loss. Your own actions in leaving your credit card downstairs and unattended overnight in another persons house are questionable, You will never be able to prove that you did not make the purchases on behalf of the teenager or authorise him to make them. Furthermore, if you have now split up with his parent then it may appear that you are being vindictive. The fact that you have only chosen to dispute these transactions now, several months after they were first billed and not immediately, would, I'm afraid, tend to support that view rather than your version of events.
Perhaps more importantly, do you really want to report him for suspected fraud?
I am confused about the £190 of refunds the following month. I would not have thought this to be a product which could easily be returned for refund so can't quite understand this.

Deleted_User wrote: »

So just spoke to Santander again and again they have refused to refund me the seven transactions as I have a relationship with the merchant (Apple) and this needs to be resolved with them.
.

I would agree that this is a rather silly and unacceptable response.

chattychappy

Ben8282 wrote: »

The fact that these transactions were not connected to your account does not, in itself, prove that you did not authorise them.
....
You will never be able to prove that you did not make the purchases on behalf of the teenager or authorise him to make them.

But it does remain for the lender to prove (on the balance of probabilities) that the OP authorised the transactions, not for the OP to prove that he/she didn't.

If they choose to allow a transaction through without face-to-face/telephone contact, without PIN, without signature, without security questions, without a code sent to a mobile, etc etc., then that is a risk for the lender (which they might push onto the lender).

If the teen managed to get through some of the security, then it might be easier for the lender to claim they have the proof. The FOS does sometimes find against consumers in situations such as this where they look at the whole picture (as you did) and, frankly, choose not to believe the cardholder.

[Deleted User]

I can absolutely confirm no one has access to my credit card but me, if the teenage boy thing has happened then that’s something I would deal with.
I’m hoping that’s not the case and it all gets resolved ASAP.

Chino

Deleted_User wrote: »

Anyway I have 11 transactions from itunes over one month totalling over £500, then approx £190 has been refunded back to the card the next month but I'm still down around £305.

The circumstances of this refund of approx £190 aren't clear from your post. Did you instigate the refund? Or did Santander identify the transactions as fraudulent without referring to you?