Barclays Fraud Help

Md4751

through binance, it was a debit card payment. I raised a unauthorised transaction case, then was told to wait 7 days for a decision, come 7 days they said it needed further investigation and could take 20 working days (not including the weekends) it's been 20 days and now I've called up and they said it'll take a further 20 days again to  investigate. Who can I complain to about the ridiculous service, I'm going to raise a complaint with Barclays, what should I mention and who else other than Barclays can I complain to. Thanks.
I've been with Barclays for many years.

eskbanker

You could mention the FCA position to Barclays in a complaint, namely that "In most cases, the bank must refund the payment without unnecessary delay. This should be by the end of the next business day, unless the bank has reasonable grounds to suspect that you acted fraudulently."

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

If your formal complaint to Barclays doesn't resolve the matter then you can escalate to the Financial Ombudsman Service once Barclays have issued their final response (or after eight weeks, whichever is sooner).

mab3000

Have you got any details about the fraud? 

From the timescales this sounds like it has been raised as a merchant dispute case (where the transaction was authorised but you have an issue with the goods or services) or maybe logged as a fraud claim initially then reclassified as a merchant dispute case. Without knowing the details wouldn’t be possible to say if this is correct or not. 

Thrugelmir

Were you attempting to buy crypto currency? 

Md4751

mab3000 said:

Have you got any details about the fraud? 

From the timescales this sounds like it has been raised as a merchant dispute case (where the transaction was authorised but you have an issue with the goods or services) or maybe logged as a fraud claim initially then reclassified as a merchant dispute case. Without knowing the details wouldn’t be possible to say if this is correct or not. 

I didn't make the purchase my card was used to spend £8k within an hour's time frame from binance without my knowledge. Thanks.

Md4751

Thrugelmir said:

Were you attempting to buy crypto currency? 

I didn't attempt anything at all, as I mentioned above my card was used on binance without my knowledge and I reported it as fraud.

Md4751

eskbanker said:

You could mention the FCA position to Barclays in a complaint, namely that "In most cases, the bank must refund the payment without unnecessary delay. This should be by the end of the next business day, unless the bank has reasonable grounds to suspect that you acted fraudulently."

If your formal complaint to Barclays doesn't resolve the matter then you can escalate to the Financial Ombudsman Service once Barclays have issued their final response (or after eight weeks, whichever is sooner).

Thank you, I'll be sure to do that, it's ridiculous that they've been taking this long, this is a lot of money for myself. Thanks.

born_again

Md4751 said:

mab3000 said:

Have you got any details about the fraud? 

From the timescales this sounds like it has been raised as a merchant dispute case (where the transaction was authorised but you have an issue with the goods or services) or maybe logged as a fraud claim initially then reclassified as a merchant dispute case. Without knowing the details wouldn’t be possible to say if this is correct or not. 

I didn't make the purchase my card was used to spend £8k within an hour's time frame from binance without my knowledge. Thanks.

So why raise a >>I raised a unauthorised transaction case<< In bank speak that is I do not recognise that transaction. NOT I did not make that transaction...

You should have told them that it was NOT YOU and it is fraud...

Md4751

born_again said:

Md4751 said:

mab3000 said:

Have you got any details about the fraud? 

From the timescales this sounds like it has been raised as a merchant dispute case (where the transaction was authorised but you have an issue with the goods or services) or maybe logged as a fraud claim initially then reclassified as a merchant dispute case. Without knowing the details wouldn’t be possible to say if this is correct or not. 

I didn't make the purchase my card was used to spend £8k within an hour's time frame from binance without my knowledge. Thanks.

So why raise a >>I raised a unauthorised transaction case<< In bank speak that is I do not recognise that transaction. NOT I did not make that transaction...

You should have told them that it was NOT YOU and it is fraud...

That's what I raised it as, raised it as a fraudulent payment and that I don't recognise the payment, they put it as debit card fraud 

mab3000

What were the circumstances around this fraud? Were the card details used online to purchase something? Or was the card stolen from you and physically used in a shop for example to pay for something? Was the card used for gambling transactions? Did Barclays send you a disclaimer form to check and sign, and have you sent it back to them? 

The time frame is very excessive for a fraud claim. And if you haven’t already done log a complaint with Barclays.

But I feel there is more to this case and something is preventing Barclays from refunding you this amount without further investigation rather than just them being slow at processing the case. 

Md4751

mab3000 said:

What were the circumstances around this fraud? Were the card details used online to purchase something? Or was the card stolen from you and physically used in a shop for example to pay for something? Was the card used for gambling transactions? Did Barclays send you a disclaimer form to check and sign, and have you sent it back to them? 

The time frame is very excessive for a fraud claim. And if you haven’t already done log a complaint with Barclays.

But I feel there is more to this case and something is preventing Barclays from refunding you this amount without further investigation rather than just them being slow at processing the case. 

The card was used online, yes disclaimer form was filled in and sent over. I don't know why they haven't refunded yet, I don't understand what the issue can be here, they said they haven't heard back from the merchant. Thanks.