Credit card fraud yet again

born_again

Lost or stolen card, or suspected fraud (calling from the UK) 0345 300 4278
You are really going to have to call them and get the card stopped. Usually when a card is stopped, your old account will no longer be  shown online for a while.

hubb

They are not telling me anything, let alone even interested as to which transactions are not mine. I feel they are just ignoring me. Yet another assistant is again asking for my name, dob and postcode but I can guarantee will come to nothing. 

2e0arr

just had a look at my tesco cc, i can see previous card also and all statements.
If you can access your account you must be able to know which are your transactions and which are the thiefs?
 also you can set  spend limit text alerts so that as soon as something is bought with the card you get a text to help you monitor yourself.
|Is looking for another CC company the right way forward?
I would be more concerned about getting proof that I am not involved.
Protect your financial integrity whatever the cost.
Are any of the transactions at businesses local to you ?
Have considered going to the businesses to see if they have cctv to identify the thief ?

hubb

I know exactly the transactions that are not mine and can see my online account as well as the paper statement. As Tesco keep using the excuse that they are busy, I can’t get any response except being passed around from person to person. I have mentioned the banking ombudsman but it hasn’t shifted them into gear at all.  They also promised to phone me and that call never came.

2e0arr

its simple send a letter of complaint to Tesco bank. They have 8 weeks to produce a resolution and then with or without a resolution you can request an adjudication with the financial ombudsman. Look at the 11 principles of the FCA and i think based on what you have told us they have breached principle 7 plus a few more.

They may be forced to take action and compensate you.

It will give you something to do during lockdown

eskbanker

2e0arr said:

its simple send a letter of complaint to Tesco bank. They have 8 weeks to produce a resolution and then with or without a resolution you can request an adjudication with the financial ombudsman. Look at the 11 principles of the FCA and i think based on what you have told us they have breached principle 7 plus a few more.

They may be forced to take action and compensate you.

OP has already logged a complaint but IMHO it makes far more sense to concentrate on reasonably tangible specifics rather than nebulous principles, hence my earlier recommendation that OP cites the FCA's actual steer about immediate refunding of unauthorised transactions.  The complaint can of course include reference to lack of promised or adequate communication, but any institution will doubtless cite exceptional circumstances in the current situation, so the main focus really should be on getting the transactions reimbursed, before the bill becomes payable....

hubb

eskbanker said:

2e0arr said:

its simple send a letter of complaint to Tesco bank. They have 8 weeks to produce a resolution and then with or without a resolution you can request an adjudication with the financial ombudsman. Look at the 11 principles of the FCA and i think based on what you have told us they have breached principle 7 plus a few more.

They may be forced to take action and compensate you.

OP has already logged a complaint but IMHO it makes far more sense to concentrate on reasonably tangible specifics rather than nebulous principles, hence my earlier recommendation that OP cites the FCA's actual steer about immediate refunding of unauthorised transactions.  The complaint can of course include reference to lack of promised or adequate communication, but any institution will doubtless cite exceptional circumstances in the current situation, so the main focus really should be on getting the transactions reimbursed, before the bill becomes payable....

I did quote the FCA breach  to them in my message but it had no effect.They set me up with an authorised messaging system via Twitter but now I can't see the previous conversations we had regarding promises of phoning etc, they seem to have deleted them and acting as if they are starting again (I now regret not taking a screenshot of them now) as they explained that I will not be charged interest for late payment in this instance. Now I have no proof of them stating that. They are now unresponsive to any messages I send via Twitter or this secure messaging service. I can see them using the Covid 19 as a get out of jail free card in this instance.

So my next step will be to send a letter of complaint, even though the bill is due the first week of April ? I could email the financial ombudsman service 

born_again

hubb.
Pay what you owe only. That way you are showing willing to make payments and not make life harder going forward. 
I know we are well behind on callbacks (work in fraud/disputes) due to lack of staff. We have to balance answering calls and calling customers back. It is a nightmare.
At least the card is blocked, so can not be used again. But it should be a simple matter for them to stop and replace the and and deal with the fraud later.

No matter what do not contact any of the companies that you did not make transactions too. That is for Tesco to sort.

hubb

born_again said:

hubb.
Pay what you owe only. That way you are showing willing to make payments and not make life harder going forward. 
I know we are well behind on callbacks (work in fraud/disputes) due to lack of staff. We have to balance answering calls and calling customers back. It is a nightmare.
At least the card is blocked, so can not be used again. But it should be a simple matter for them to stop and replace the and and deal with the fraud later.

No matter what do not contact any of the companies that you did not make transactions too. That is for Tesco to sort.

Ok, will do thanks. I have sent a well worded letter to their customer relations email, as well as informing them of my payment of the bill omitting the fraudulent transactions.

2e0arr

hubb said:

eskbanker said:

2e0arr said:

its simple send a letter of complaint to Tesco bank. They have 8 weeks to produce a resolution and then with or without a resolution you can request an adjudication with the financial ombudsman. Look at the 11 principles of the FCA and i think based on what you have told us they have breached principle 7 plus a few more.

They may be forced to take action and compensate you.

OP has already logged a complaint but IMHO it makes far more sense to concentrate on reasonably tangible specifics rather than nebulous principles, hence my earlier recommendation that OP cites the FCA's actual steer about immediate refunding of unauthorised transactions.  The complaint can of course include reference to lack of promised or adequate communication, but any institution will doubtless cite exceptional circumstances in the current situation, so the main focus really should be on getting the transactions reimbursed, before the bill becomes payable....

I did quote the FCA breach  to them in my message but it had no effect.They set me up with an authorised messaging system via Twitter but now I can't see the previous conversations we had regarding promises of phoning etc, they seem to have deleted them and acting as if they are starting again (I now regret not taking a screenshot of them now) as they explained that I will not be charged interest for late payment in this instance. Now I have no proof of them stating that. They are now unresponsive to any messages I send via Twitter or this secure messaging service. I can see them using the Covid 19 as a get out of jail free card in this instance.

So my next step will be to send a letter of complaint, even though the bill is due the first week of April ? I could email the financial ombudsman service 

Wow that is real news to me a bank communicating with you via Twitter ? how insecure is that ?

 Authorised or not.. Are you sure you were communicating with Tesco ?

I would not communicate with authorised twitter to a bank ever?

Do you need a twitter account to use Tesco CC ? NOT for me .

Besides screen shots try the wayback machine.

Of course you can apply for free to Tesco For a subject access Request for the texts they have sent to you..

By the way at the bottom of the Tescobank credit card website is this sentence,,,

"Tesco Bank does not send tweets, emails or messages requesting you to confirm, update or disclose your confidential banking information."

This seems to contradict them contacting you with twitter. I wish these CC companies would adhere to their website information