Fraud on Barclays account./

ad1927

Hi all,

My wife has recently had problems with her card details being used.  She received a new card from Barclays, only to find that somehow her account was still being used by others.
Most recently, in February (on her second card) she had four payments taken out for Now TV.  Two for £25 (suspect that is the Sport's package) and two for £3 (possibly the booster for HD).  She called the bank who said they would delete all the "online connections" with her 2nd card, and issued her with a third card.
She has just checked her account again, and found again that there are two £25 payments to Now TV and one £3 payment.
I suspect that two people have gotten hold of her account details, and I think maybe payments are still being taken against the old card (possibly the first).
Now TV have no root of contact - we have tried to get details of the login account.  It is obvious, I think, that Barclays didn't get the fraudulent payments cancelled.

What is the best way to resolve this seeing as we have brought this up with Barclays in 3 separate phone calls.  We will report this to the police but I am half tempted to get my wife to close her account and go elsewhere.  Has anyone experienced this with NowTV before - and were they able to contact NowTV to get it cancelled?  Every page we click on for Now TV basically tells us that the call centres are closed due to covid-19 and it seems like they don't really want to be disturbed.

TIA

DCFC79

As you have already spoken to Barclays about it then I believe you could send a letter of complaint.
If you do decide to move to another bank do not do a switch.

Depends what route you decide to take, moving the account is easier.

brianposter

It is probably a consequence of the Visa update system where NowTV are told of your new card number after the old one is cancelled. A proper banker will probably be along shortly to tell you what to do about it.

In the meantime messaging Barclays is probably better than phoning.

MovingForwards

Is it a continuous payment authority with now TV? If so, having a card reissued won't stop the payments, they (the bank) need to stop the CPA on the account.

Nebulous2

I doubt if Now TV will cancel the payment at your say so, or even speak to you as the account with Now TV wont be in your name. Closing the account with Barclays could be a route to a whole world of other problems - the payments could still go out, they'll register a default and report it to the credit agencies. 

You need to send a formal complaint to Barclays, stating that you have tried to resolve it several times and it keeps happening. 

penners324

Visa Automatic Account Updater...
Tell Barclays to take you off this. Or they can block NowTV as a merchant on your account.

born_again

Barclays messed up.
They should have added Now Tv to not be auto updated (part of our procedure) so no reason anyother bank not doing it as it is a known option for these retailers.

Ring barclays tell them "Oh look it's happened again" Now can you block them on Visa Account Updater and refund the money. Better get a new card as well... Although it is not really needed. But better safe than sorry.

pbartlett

yes best to persevere with barclays. 4th time lucky....