Uber/ Lloyds fraudulent issue

EW876

Hello, I hope this is the right forum to post on but I'm hoping you can help my brother and I. 

Several months ago a fraudulent Uber account was created using my brother's name and email, and someone took a journey costing serval hundred pounds he reported this and got his money back. The same thing has now happened again and Lloyds at first admitted fault as they did not delete the card from the account or give him completely new card details. However, after they have completed their 'investigation' they have concluded he is at fault. They have told my brother the only way to solve this is to get the journey details from Uber in order for him to prove he did not take the journey, however, whoever created the fraudulent account has changed the account number linked to the account making it impossible for him to provide security details to Uber for them to speak with him about it. He is now at a stalemate between both Lloyds and Uber and we are very unsure of what step to take next any help would be appreciated. 

harsh_but_fair

You follow exactly the same procedure as for any unauthorised purchase on your card where' the bank have investigated and concluded against you

The first step is to submit complaint to lloyds and give them the required number of weeks to come back to you

if the complaint is still found against you or if they fail to come back to you then you ask for a Deadlock letter and take the case to the fos who will look at the case and decide

born_again

harsh_but_fair said:

You follow exactly the same procedure as for any unauthorised purchase on your card where' the bank have investigated and concluded against you

Sounds like they have. Uber must have come back with brothers details on the account. 

As to the OP.
Who gave him the money back the 1st time as it is not clear?
Uber or lloyds.

harsh_but_fair

Oh how I long for the simple days where all you had to do wascstick your hand out for a taxi and when you got to where you were going peel off a note from the wedge in your back pocket and pay the driver.

If you were lucky you even got a 'thanks guv'

jonesMUFCforever

............Jackanory.

EW876

born_again said:

harsh_but_fair said:

You follow exactly the same procedure as for any unauthorised purchase on your card where' the bank have investigated and concluded against you

Sounds like they have. Uber must have come back with brothers details on the account. 

As to the OP.
Who gave him the money back the 1st time as it is not clear?
Uber or lloyds.

Lloyds gave the money back the first time but did not stop the use of the card from the fraudulent account meaning it happened again

InA

EW876 said:

Hello, I hope this is the right forum to post on but I'm hoping you can help my brother and I. 

Several months ago a fraudulent Uber account was created using my brother's name and email, and someone took a journey costing serval hundred pounds he reported this and got his money back. The same thing has now happened again and Lloyds at first admitted fault as they did not delete the card from the account or give him completely new card details. However, after they have completed their 'investigation' they have concluded he is at fault. They have told my brother the only way to solve this is to get the journey details from Uber in order for him to prove he did not take the journey, however, whoever created the fraudulent account has changed the account number linked to the account making it impossible for him to provide security details to Uber for them to speak with him about it. He is now at a stalemate between both Lloyds and Uber and we are very unsure of what step to take next any help would be appreciated. 

Why would a fraudulent account be created using genuine details?

Are you sure this wasn't a hacked account?

Details of hacked Uber accounts have been sold on the dark web. If your brother's account was hacked, but the account was still linked to his email address, he should have changed the password as soon as the breach was discovered.

It seems illogical for the bank not to cancel/re-issue a compromised card, unless the problem was that the Uber account (as opposed to the card) was compromised.

Your brother should perhaps try pursuing Uber for the fraudulent journeys (if the issue is a hacked account).

https://help.uber.com/riders/article/i-think-my-account-has-been-hacked------?nodeId=f05c6c37-7dc0-497b-bebe-8e6c220545cf

born_again

EW876 said:

Lloyds gave the money back the first time but did not stop the use of the card from the fraudulent account meaning it happened again

Might have done it as a dispute. Did brother not ask to stop the card?

EW876

InA said:

EW876 said:

Hello, I hope this is the right forum to post on but I'm hoping you can help my brother and I. 

Several months ago a fraudulent Uber account was created using my brother's name and email, and someone took a journey costing serval hundred pounds he reported this and got his money back. The same thing has now happened again and Lloyds at first admitted fault as they did not delete the card from the account or give him completely new card details. However, after they have completed their 'investigation' they have concluded he is at fault. They have told my brother the only way to solve this is to get the journey details from Uber in order for him to prove he did not take the journey, however, whoever created the fraudulent account has changed the account number linked to the account making it impossible for him to provide security details to Uber for them to speak with him about it. He is now at a stalemate between both Lloyds and Uber and we are very unsure of what step to take next any help would be appreciated. 

Why would a fraudulent account be created using genuine details?

Are you sure this wasn't a hacked account?

Apparently it is not his account as he has another account using his other email. It does sound like his details have been sold, however, but they created their own account. 

I also believe it was human error on the banks part as my brother had been told that the card would no longer work on the account 

EW876

born_again said:

EW876 said:

Lloyds gave the money back the first time but did not stop the use of the card from the fraudulent account meaning it happened again

Might have done it as a dispute. Did brother not ask to stop the card?

Just replied to a similar question but the second time it happened the bank did not take the card off the fraudulent account (after saying that they would), meaning they still had access for it to happen again