Credit Card sent to wrong address and USED fraudulently

alexkseera

Hi! 
In 2018 I moved due to getting married. I rang the credit card company to get my address changed and I was assured that it was done. Luckily I have bank statements sent to me to the new address to prove that I did ring to get it changed from 2019. Today I noticed that I was charged £5 by the credit card company via direct debit and rang them immediately as I have not used this card for at least a year and the balance on it was cleared. It turned out that they sent my new credit card to my old address and somebody used it a couple of times for DELIVEROO... I told the advisor on the phone that I previously rang back in 2018 to change my address, but she told me that I have not. (I only discovered the statement after the conversation). I spoke to the fraud department team but it seems that they were not interested about the fact that I did indeed ring to change the address and was told they will investigate it and get in touch with me (don't know when)/ I asked for the complaint department number, explained the situation and got a reference number and was told that somebody will contact me within 8 weeks. When I was explaining the situation to the complaints department again I felt as if he is not bothered about what happened at all. Is there anything else I can do about what happened to me? Or also am I entitled to any compensation ? Thank you in advance. 

eskbanker

Now that you have all the relevant facts to hand, quote the FCA unauthorised transaction guidance at them, under which they're obliged to refund you by the next day unless they have reason to believe you're involved:

https://www.fca.org.uk/consumers/unauthorised-payments-account

If they fail to refund promptly in accordance with that, then that would warrant a complaint - there's no right to compensation as such but chances are they'd make a small gesture of goodwill.

HampshireH

alexkseera said:

Hi! 
In 2018 I moved due to getting married. I rang the credit card company to get my address changed and I was assured that it was done. Luckily I have bank statements sent to me to the new address to prove that I did ring to get it changed from 2019. Today I noticed that I was charged £5 by the credit card company via direct debit and rang them immediately as I have not used this card for at least a year and the balance on it was cleared. It turned out that they sent my new credit card to my old address and somebody used it a couple of times for DELIVEROO... I told the advisor on the phone that I previously rang back in 2018 to change my address, but she told me that I have not. (I only discovered the statement after the conversation). I spoke to the fraud department team but it seems that they were not interested about the fact that I did indeed ring to change the address and was told they will investigate it and get in touch with me (don't know when)/ I asked for the complaint department number, explained the situation and got a reference number and was told that somebody will contact me within 8 weeks. When I was explaining the situation to the complaints department again I felt as if he is not bothered about what happened at all. Is there anything else I can do about what happened to me? Or also am I entitled to any compensation ? Thank you in advance. 

You should get your £5 back and any associated charges for non payment if applied.

You wouldn't be eligible for compensation. What were you looking for?

They may offer a gesture of goodwill but as they don't seem too fussed they also may not.

Did you get a complaint reference number and your card cancelled and new one set to your correct address?

cymruchris

It's good that you spotted it early, took the relevant action to sort it out, and helped minimise their losses, but as for compensation, once it's all settled and the £5 charge removed from your account, you'll have not lost anything financially aside from a bit of time sorting it out. You may very well get a small token gesture of goodwill, but there'll be no compensation, as you've not lost anything. 

Chino

cymruchris said:

but there'll be no compensation, as you've not lost anything. 

Whether or not the OP has suffered a direct financial loss is irrelevant; having to waste one's time telephoning a disinterested bank to get it to correct a mistake of its own making is worth a minimum of £100. Unlike you, most people don't regard their time as worthless.

2021BJ

You say you have bank statements sent to the address that prove you changed the address.  Did you mean bank statements or credit card statements?

Is this a credit card with a bank you have an account with?  I know with some banks it's not a given that changing your address with the banking side of things will change it with the credit card side and vice versa.

J_B

Who is the c card with?

Dellgrad12

As above some banks run their current accounts and credit cards as entirely separate entities with different systems etc. Changing an address on a current account for example doesn’t automatically mean it will have updated the credit card too. Could that be what has happened in your case?

nyermen

Regarding different systems - HSBC run it that way for example (hence transferring money to the credit card is still a more convoluted process even now), but they still have the concept of "single customer view" etc, eg. they should be linked to a single customer ID.  
Unless OP has two very discrete accounts with the bank (I remember at one time, Barclaycard was a very separate situation from barclays for example) then I would think its down to the banks process?