How long to get fraudulent trx. removed from my CC?

alicef

I hope some lovely knowledgeable people can help me out.

I found out today that a large trx with a travel company was applied to my CC.  The trx, was made 10 days ago and the size has taken my CC close to my limit.   The CC company knew my CC account had been compromised because they re-issued a new CC card to me with a new account no.  I received this new card yesterday but didn't think much of it - just thought I had been sent a new card.   I wasn't otherwise contacted by the CC company.  I logged on today to check my December issued statement in preparation for setting up my payment for the balance.  This is when I discovered my excessively large balance with not much leeway until my credit limit is reached.

I contacted the CC company immediately to report the fraudulent trx.  and have been told it will take 2 to 3 weeks to get this trx removed.  Is this standard? 

I can rely on my OH to wave his credit card for purchases and of course I could pay by debit card myself, but I was surprised that it will take so long to remove this trx, particularly as the CC company knew that the account had been compromised.

MorningcoffeeIV

They're just allowing some time to check that it is indeed fraudulent.

alicef

I appreciate that they need to check for fraud but what I don't get is why they didn't get in touch with me to check the trx, just issued a new card/account. 

If I hadn't have gone on line to sort paying for my latest statement I wouldn't have realised until my credit limit had been exceeded.

MorningcoffeeIV

They didn't have any reason to suspect the transaction was fraudulent. 

Your card reissue was just one of many.

Brie

I had a duplicated transaction on one of my cards recently.  There was an issue when the OH tried to pay for something and the transaction showed on the card reader as failed despite him putting in his pin so he had to do it a second time.  A few days later I discovered that both transactions went through and called the card company last Saturday.  There was absolutely no issue as far as they were concerned (as in they believed it was duplicated in error) and I was told that they would notify the department that dealt with these but as they worked M-F only it would be at least 2 days before anything was done.  The chap I was talking to said he then expected that any credit wouldn't be posted until at least Tuesday.  I checked on Wednesday and everything was fine again.  So from notifying them to sorting was a total 3 days.  There is the possibility that the retailer may dispute the correction and it may go back and forth a bit but I'm sure it will be ok in the end.  

So that's the timescale I would expect.  If they suspected fraud nearly 2 weeks back they should have actioned something at that time and you are right to call them out on it, particularly for not notifying you.  It's possible that because there is so much fraud/phishing/scams that had they notified you, you might have thought it a scam rather than legit but there are ways they could have dealt with that in their notification.  AKA they could message you with "there's suspicious activity on your account.  Please log on as you normally do and check that you are ok with what's currently showing on your account.  If you aren't please contact us using the normal secure messaging channels or by ringing us on the number showing on your monthly statements."  

I would give them a couple of days to remove the fraudulent transaction and then contact them again.  Tell them that you are being "financially inconvenienced" which should trigger a complaint.  Don't be pawned off by them saying they have certain timescales.  That's their problem, not yours.  Do remind them that their "inaction has caused financial inconvenience" - very important to use that kind of phrase.

Out of interest - what card is it?

alicef

MorningcoffeeIV said:

They didn't have any reason to suspect the transaction was fraudulent. 

Your card reissue was just one of many.

No, not that case in this instance. I have been given a brand new account number. Normally my card is issued with the same account number.  Plus, I was told by the operator, when I called today, that they had been informed that the account had been 'compromised'.

Brie

Keep a record of every call/email and who you talk to including date and time.  Just in case it does become a serious complaint.

alicef

@Brie thank you for your kind words and understanding of the situation.  I can rely on the OH for purchases, but I'm quite cross given the size of the trx. that more effort hadn't been made to contact me.  

I've raised a complaint and I'll follow it up next week to see if I can get the trx. off my card.

It was Sainsbury's Bank

MorningcoffeeIV

alicef said:

MorningcoffeeIV said:

They didn't have any reason to suspect the transaction was fraudulent. 

Your card reissue was just one of many.

No, not that case in this instance. I have been given a brand new account number. Normally my card is issued with the same account number.  Plus, I was told by the operator, when I called today, that they had been informed that the account had been 'compromised'.

Your account was one of thousands compromised through the same breach. That's different from them knowing a specific transaction is fraudulent. The vast majority of compromised cards won't have had fraudulent transactions.

Brie

MorningcoffeeIV said:

Your account was one of thousands compromised through the same breach. That's different from them knowing a specific transaction is fraudulent. The vast majority of compromised cards won't have had fraudulent transactions.

If it was one of thousands compromised then all the more reason for them to contact their customers with some info about it.

born_again

alicef said:

I hope some lovely knowledgeable people can help me out.

I found out today that a large trx with a travel company was applied to my CC.  The trx, was made 10 days ago and the size has taken my CC close to my limit.   The CC company knew my CC account had been compromised because they re-issued a new CC card to me with a new account no.  I received this new card yesterday but didn't think much of it - just thought I had been sent a new card.   I wasn't otherwise contacted by the CC company.  I logged on today to check my December issued statement in preparation for setting up my payment for the balance.  This is when I discovered my excessively large balance with not much leeway until my credit limit is reached.

I contacted the CC company immediately to report the fraudulent trx.  and have been told it will take 2 to 3 weeks to get this trx removed.  Is this standard? 

I can rely on my OH to wave his credit card for purchases and of course I could pay by debit card myself, but I was surprised that it will take so long to remove this trx, particularly as the CC company knew that the account had been compromised.

It won't as such be removed. It will always show on a statement, as once a transaction has been statemented it can not be removed. But you should have a refund for it straight away (might take a couple of days to show, due to how CC systems work)

It will be reported as fraud to the company, who have the chance to provide booking details to your CC.