Reclaiming fraud

mab3000

From what the OP had posted, where they have said that Starling declined 2 of the transactions initially, and within Starlings response to them suggesting they speak to the merchant, this to me suggests these transactions were card transactions. 

Not really sure why Starling are not willing to show the OP their evidence with this claim. Other banks do provide evidence to customers where a card fraud or dispute claim has been rejected. I suspect there is more to this than we are being told. 

Thrugelmir

JerseyJo said:

If you wish to take this matter further, we would advise speaking directly to the merchant(s) involved, 

Who were the merchants?  Appears that the money was spent rather than being transferred. 

Daliah

JerseyJo said:

<snip>
I was alone and asleep
<snip>

Incidentally of the 7 transactions that occurred 2 were declined by the bank but then more authorized. All this occurred on 12th and 13th November 2021, I realised the following day and contacted the bank immediately.

Presumably you know from your account that there were 7 transactions, and you know the exact times they happened?

Your account will also tell you who the payee(s) was, and what type of payment(s) they were. You may have to click on each transaction to see those details.

Which of the 7 transactions were rejected? were they to the same payee, did other transactions to the same payee get authorised before or after?

Did you previously make any payments to any of these payee(s), and if so, how did you make them (faster payment, debit card)?

Have you ever accessed your Starling account through a PC/Laptop? If yes, is this device still in your possession? Have you run a Malware / Virus check? Is Teamviewer or similar software installed on that device?

Starling sends instant notifications of payments - which ones did you get / not get?

How/why did you realise that the money was missing? 

When did you actually report to Starling - on November 14 or November 13, can you remember what time you reported?

If you want help, you need to answer ALL these questions so we have as complete as possible a picture of what happened. We'll obviously not know as much about the transactions as Starling do (e.g. don't know IP address, don't know physical location of any card payment, don't know your payment patterns, don't know answers to above etc etc) but answers to the above questions could help to piece together what actually happened, why Starling rejected your claim, and allow an opinion on whether an appeal would be worth it.

grumbler

Daliah said:

JerseyJo said:

<snip>
I was alone and asleep
<snip>

Incidentally of the 7 transactions that occurred 2 were declined by the bank but then more authorized. All this occurred on 12th and 13th November 2021, I realised the following day and contacted the bank immediately.

Did you previously make any payments to any of these payee(s), and if so, how did you make them (faster payment, debit card)?

Have you ever accessed your Starling account through a PC/Laptop? If yes, is this device still in your possession? Have you run a Malware / Virus check? Is Teamviewer or similar software installed on that device?

...

If you want help, you need to answer ALL these questions

If the transactions were card payments (that they seemed to be) then the PC and accessing the bank through it are irrelevant. And, AFAIK, Windows 10 PC doesn't need any antivirus. At least, a customer cannot be blamed for not having it. Neither can they be blamed for having Teamviewer installed (that's not the same as allowing fraudsters to use it).

porkisnotmeat

grumbler said:

Daliah said:

JerseyJo said:

<snip>
I was alone and asleep
<snip>

Incidentally of the 7 transactions that occurred 2 were declined by the bank but then more authorized. All this occurred on 12th and 13th November 2021, I realised the following day and contacted the bank immediately.

Did you previously make any payments to any of these payee(s), and if so, how did you make them (faster payment, debit card)?

Have you ever accessed your Starling account through a PC/Laptop? If yes, is this device still in your possession? Have you run a Malware / Virus check? Is Teamviewer or similar software installed on that device?

...

If you want help, you need to answer ALL these questions

If the transactions were card payments (that they seemed to be) then the PC and accessing the bank through it are irrelevant. And, AFAIK, Windows 10 PC doesn't need any antivirus. At least, a customer cannot be blamed for not having it. Neither can they be blamed for having Teamviewer installed (that's not the same as allowing fraudsters to use it).

I think we need to know how this money went walkies.  Something that the OP is "bizarrely" reluctant to disclose.

eDicky

Sleepwalking is not uncommon. With the OP's reluctance to clarify anything, perhaps we can assume a case of 'sleepshopping'...

Daliah

grumbler said:

Daliah said:

JerseyJo said:

<snip>
I was alone and asleep
<snip>

Incidentally of the 7 transactions that occurred 2 were declined by the bank but then more authorized. All this occurred on 12th and 13th November 2021, I realised the following day and contacted the bank immediately.

Did you previously make any payments to any of these payee(s), and if so, how did you make them (faster payment, debit card)?

Have you ever accessed your Starling account through a PC/Laptop? If yes, is this device still in your possession? Have you run a Malware / Virus check? Is Teamviewer or similar software installed on that device?

...

If you want help, you need to answer ALL these questions

If the transactions were card payments (that they seemed to be) then the PC and accessing the bank through it are irrelevant. And, AFAIK, Windows 10 PC doesn't need any antivirus. At least, a customer cannot be blamed for not having it. Neither can they be blamed for having Teamviewer installed (that's not the same as allowing fraudsters to use it).

Questions about PC/Laptop are absolutely not irrelevant if it was a card payment. You can store your cards in Browsers, and all that‘s needed to make a payment is the CVV. Which could have been captured by a keylogger (as could all the card details), which could have been detected by AV or Malware software. All this on Windows 10, too - though you do make the valid point that we also need to know what OS is on the PC/Laptop if one was ever used to access Starling or to pay with the Starling card.

I am not sure why you are talking about blaming the customer when people are trying to establish what actually happened, and whether an appeal against Starling’s decision would make sense. If you are trying to say you know what happened, and what the OP should now do and why, please do share with the rest of us.

born_again

Well until OP comes back & answers what type of transaction they were it's pointless discussing any further.

JerseyJo

This is how the transactions appeared on my online bank statement.....


Yes, the bank are accusing me of doing the transactions - this is extremely frustrating and insulting too as I know I didn't but how can I prove this and actually why should I have to?

born_again

So when you click on them what do they show?

VIS or something else? Or how did the bank describe them?