Bank Fraud

superM

Carlyxx said:

Hi, I really don’t know where to turn for advice. Yesterday I had around £3000 of fraudulent transactions on my account. I called the bank to report the fraud and was advised that the fraud investigation takes around 10 days, and I won’t be refunded until that is completed. I now have no money to my name, and payments due on Monday. I called the bank again today crying and pleading with them to help me sooner. I told the lady I spoke to that I am a single parent, I have mental health issues, and we have no money left etc. she replied “thank you, have a nice day”. I have no one to turn to and am appalled really that I have banked with HSBC since I was 16, and when I desperately need them, they don’t care. 

HSBC will try there best to put the blame on you.  HSBC are not easy to deal with.  I have seen it happening with my brother and he didn't get any money back. 
HSBC WEBSITE

We provide an extra layer of security when you shop online with your HSBC UK debit card and credit card, using the Verified by VISA or Mastercard Identity Check service. It's free and you don't need to register.

When you make an online purchase with your HSBC UK debit card or credit card, you may be asked to enter a one-time passcode (OTP) if we need to check that your purchase is genuine. We’ll send you a unique 6-digit OTP by text message to use.

To help us keep you safe online, please make sure you keep your contact details up to date. You can do this online, following the steps below, or by calling us.

They will more like say Verified Visa password was used so you have made the transaction or you have told someone to do. 

Not putting you off but we had bad experience with HSBC.  I hope all goes well with you. 

Carlyxx

DebtHurricane said:

Carlyxx said:

eskbanker said:

The steer from the regulator at https://www.fca.org.uk/consumers/unauthorised-payments-account is that you should be refunded by close of play on Monday, so if HSBC aren't adhering to that then push them to ascertain why:

In most cases the bank must refund the payment without undue delay and by the end of the business day following the day on which it became aware of the problem, unless it has reasonable grounds for suspecting that you have acted fraudulently. 

Thank you, that’s helpful. The way the fraud team spoke to me, it was if they believed I had made the purchases. Anyway, after lots of phone calls today, I spoke to someone who was not from the fraud team, and she agreed with her manager, to transfer the money from my account, into another account, so at least I could go into branch and withdraw. This now leaves my current account in minus, until my money is refunded. I’m hoping it is sorted Monday, because if not, it will get to pay day and because I am now in -£3k, I will not be able to pay my bills etc. 

Just a thought, I’ve had lots of different jobs over the years where the deadline for payroll changes such as amending bank details have fallen on all sorts of different times of the month. I reckon if you urgently explained the issue with your bank account to your payroll department, they should definitely be able to pay your salary into a different account in time. 

That’s if you get paid at the end of the month though and obviously some employers’ cut off times have passed now. But worth a try to mitigate that risk. 

Thank you. I get paid on the 28th so I think cut off will be towards the end of the week. I will probably have to do this tomorrow, I’m just conscious that I have so many direct debits that will all be rejected. 

Carlyxx

superM said:

Carlyxx said:

Hi, I really don’t know where to turn for advice. Yesterday I had around £3000 of fraudulent transactions on my account. I called the bank to report the fraud and was advised that the fraud investigation takes around 10 days, and I won’t be refunded until that is completed. I now have no money to my name, and payments due on Monday. I called the bank again today crying and pleading with them to help me sooner. I told the lady I spoke to that I am a single parent, I have mental health issues, and we have no money left etc. she replied “thank you, have a nice day”. I have no one to turn to and am appalled really that I have banked with HSBC since I was 16, and when I desperately need them, they don’t care. 

HSBC will try there best to put the blame on you.  HSBC are not easy to deal with.  I have seen it happening with my brother and he didn't get any money back. 
HSBC WEBSITE

We provide an extra layer of security when you shop online with your HSBC UK debit card and credit card, using the Verified by VISA or Mastercard Identity Check service. It's free and you don't need to register.

When you make an online purchase with your HSBC UK debit card or credit card, you may be asked to enter a one-time passcode (OTP) if we need to check that your purchase is genuine. We’ll send you a unique 6-digit OTP by text message to use.

To help us keep you safe online, please make sure you keep your contact details up to date. You can do this online, following the steps below, or by calling us.

They will more like say Verified Visa password was used so you have made the transaction or you have told someone to do. 

Not putting you off but we had bad experience with HSBC.  I hope all goes well with you. 

It’s absolutely appalling. I have had calls from the fraud team previously, one where my card was cloned, and they cancelled the card, and on another occasion they alerted me to suspicious activity, and again my card was cancelled. I just don’t understand why they can’t check IP address etc, this is a lot of money to me, money I’ve worked hard for. I’m sorry this happened to your brother as well, what happened? 

eskbanker

Carlyxx said:
I have had calls from the fraud team previously, one where my card was cloned, and they cancelled the card, and on another occasion they alerted me to suspicious activity, and again my card was cancelled.

Given what you're now mentioning, it does seem plausible that HSBC will be linking this sequence of events and becoming less willing to continue to take the hit - I'm not accusing you of anything (and they may not be either) but just highlighting that if this isn't an isolated incident then that puts a different complexion on it....

Carlyxx

eskbanker said:

Carlyxx said:
I have had calls from the fraud team previously, one where my card was cloned, and they cancelled the card, and on another occasion they alerted me to suspicious activity, and again my card was cancelled.

Given what you're now mentioning, it does seem plausible that HSBC will be linking this sequence of events and becoming less willing to continue to take the hit - I'm not accusing you of anything (and they may not be either) but just highlighting that if this isn't an isolated incident then that puts a different complexion on it....

Hi, when the above happened previously, a couple of years ago, no money was taken from my account. I just got a call saying my card had been cancelled and the bank had prevented anything happening. This is the first time money has actually been taken. 

colsten

Carlyxx said:

I just don’t understand why they can’t check IP address etc

They will have a look at IPs - and if there are disputed as well as undisputed transactions from the same IP address, that's obviously not working in favour of the person who disputes transactions.

However, IP addresses are dynamic, so are not a definitive piece of information. Restricting people to only access their online banking or app from a given IP address would just not be practical.

brianposter

eskbanker said:

Given what you're now mentioning, it does seem plausible that HSBC will be linking this sequence of events and becoming less willing to continue to take the hit - I'm not accusing you of anything (and they may not be either) but just highlighting that if this isn't an isolated incident then that puts a different complexion on it....

Of course, if the bank does not provide any information about how a card might have been compromised, it is not unlikely that a person will have their cards compromised repeatedly.

born_again

soolin said:

Carlyxx said:

Thank you for your response. There were over 20 online purchases, various sites. I was at work when this happened and the card, although it has now been cancelled, was in my possession. No one else has access to my accounts etc. 

Online purchases - so potentially the scammer has access to your log in details for your bank. Does anyone else have your details- and do you use a card reader or any other form of 2 line log in?

Why do people think online purchases (card payments) involve online login details?
All they need is the card number.

IP address can be checked, but that will only depend on how the payments are made. And Ip's are very much like you post code. Do not relate to your actual address.

In reality these should have been refunded straight away. PSD states that unless their is reasonable proof of customer involvement, and with online purchases that is not possible to prove straight away. Then you should have the refund, but it could be reversed later on.

Carlyxx

born_again said:

soolin said:

Carlyxx said:

Thank you for your response. There were over 20 online purchases, various sites. I was at work when this happened and the card, although it has now been cancelled, was in my possession. No one else has access to my accounts etc. 

Online purchases - so potentially the scammer has access to your log in details for your bank. Does anyone else have your details- and do you use a card reader or any other form of 2 line log in?

Why do people think online purchases (card payments) involve online login details?
All they need is the card number.

IP address can be checked, but that will only depend on how the payments are made. And Ip's are very much like you post code. Do not relate to your actual address.

In reality these should have been refunded straight away. PSD states that unless their is reasonable proof of customer involvement, and with online purchases that is not possible to prove straight away. Then you should have the refund, but it could be reversed later on.

Hi, what is PSD? I just don’t know what to do. 

colsten

born_again said:

IP address can be checked, but that will only depend on how the payments are made. And Ip's are very much like you post code. Do not relate to your actual address.

IP addresses don't depend on how payments are made. They are very different to post codes, in that your post code is static unless you move, whereas your IP address is dynamic and can / does change without you even noticing, even if you are in physically the same place always. For example, my current IP is in Manea, Cambridgeshire. I haven't been in Cambridgeshire, or any adjacent county, in years. Check yours on https://www.iplocation.net/