NewDay card fraudently used - how long to resolve?

smem18

I ordered a new Amazon Platinum credit card and unfortunately it was intercepted in the post and never made it to me. I called to report it hadn't arrived (I was suspicious because my Pin number had already) and they told me to wait another 5 working days. In that time the card was used by someone else to pay an EDF energy bill of £940.00. I obviously cancelled the card immediately and spoke to the fraud department who locked the account down and said an investigation will take place.

I wondered if anyone had any experience with a similar thing? I am wondering how long the investigation will take and received conflicting information from customer services.
I am desperate to a) receive notification the balance will be credited and I am not liable. b) I want to close the account the moment everything is cleared as I just don't want it now and have been put off. The man on the phone said the person who has my card has tried calling twice asking for a new card and also asking to change the address on it! So I just want this account gone now.

[Deleted User]

They should just hold the transaction until it's resolved, meaning you don't need to pay it.

I wouldn't worry.

Don't close the account just because someone intercepted it. All cards can be intercepted.

smem18

Thank you. Unfortunately I've just been put off now. All my cards from my other banks are actually sent signed for delivery, so I just don't feel confident about this card now and how easy it was for someone to steal it during postage and use it.

Chino

smem18 wrote: »

All my cards from my other banks are actually sent signed for delivery

Not that, short of moving, there's much you can do about it, but this suggests that you live in a postcode area known for post being intercepted. I've never had to sign for delivery of a card.

shortcrust

Chino wrote: »

Not that, short of moving, there's much you can do about it, but this suggests that you live in a postcode area known for post being intercepted. I've never had to sign for delivery of a card.

Same here.

smem18

I've moved 3 times since I've been with Halifax and Tesco and I've always ha to sign for the cards.

dresdendave

smem18 wrote: »

The man on the phone said the person who has my card has tried calling twice asking for a new card and also asking to change the address on it!

Surprised that a call handler would give out that sort of information, usually they would just say it's being investigated without revealing details.


As per post #4 I've never had to sign for a card or PIN when posted to me.

[Deleted User]

I've never had to sign for a card.
And this isn't the fault of NewDay - it's the postal service.
Making something a signed for delivery still doesn't 100% stop any interception before it reaches its intended destination

A4445

I’ve had a Newday Card used fraudulently. They also told me that someone had called pretending to be me but they failed security twice.

It was all sorted quickly. They have also added a CIFAS for facility takeover fraud.

It’s a bit of a nightmare I can’t even open a savings account without providing ID. When I last applied for credit I had the financial crime department of them new lender call me with a ridiculous amount of questions from my credit report.

I’m thinking of asking NewDay to remove it. I’m not sure if they will.

I’ve never had to sign for a card.

Terry_Towelling

Just like Dresdendave I am very surprised by the information supposedly handed to you. If the card was used to pay an energy bill (a highly unusual choice of fraud) it won't take long to identify the location and probable identity of the fraudulent user. On top of that, the attempt to alter the address (twice!) could easily cause the fraudster to be captured (if anyone was actually interested in doing that).

In dodgy postcodes, cards are normally sent to a branch of the bank that issued the card for collection, but with an Amazon product I don't know how that would work - unless Amazon is in partnership with a High Street name.

On a practical level, a card company will usually credit the account as soon as you have signed and returned an affidavit confirming you did not make (or authorise) the transaction. They may also check to be sure you are prepared for the police to be involved if necessary.

Ben8282

Paying an energy bill really is a very unusual type of fraud as it will be immediately possible to find out whose energy bill was paid in this way.
I also cannot recall ever having to sign for a credit card.
How do you actually know that the card was intercepted in the post? There are other possibilities.