TSB Fraud Refund Guarantee

Daimon19

Not sure where is the most appropriate section for this.

I am a victim of fraud and have just lost over £5000 to a phishing scam of someone posing to be from TSB.

I spoke with TSB fraud investigations team who confirmed I was a victim of fraud but informed me that under their terms of the refund guarantee I am not covered because the funds were transferred to my Revolut account before being transferred to the fraudster’s account.

I asked TSB where the terms are as I checked the terms on their website and this was not listed. They were unable to provide me with the terms in writing and told me they were unaware of all the details of the refund guarantee. They also said that some terms may not be listed on their website.

I challenged this and said that all the terms should be publicly available so I asked if they could send this to me in writing or explain where it is. They said they cannot do this but will speak to their Manager and call me back.

It has been a day and I have still not heard back from the bank. Where do I stand with this?

Daliah

I suppose they would argue that you were defrauded from Revolut, not from TSB. Though without much more detail of what happened, it is not possible to say for sure.

If the TSB response is final, you could consider escalating to the FOS.