Santander will not refund fraudulent transactions.

Matty007

Any advice would be greatly appreciated.

On Friday 16th December 2022 I received a text from Santander saying that I had gone into an Unarranged Overdraft, I immediately logged on to my App as I knew there would of needed to be some significant and unknown debit transactions for this to happen.

On inspection there were four fraudulent transactions that day, 16/12 Harvey Nicholls @ £800.00, 16/12 Flannels.Com @ £826.99, 16/12 Porkbun.Com @ £17.79, Currency Conversion Fee @ £0.52, 16/12, I contacted Santander immediately and they logged all the details.

I wasn't immediately concerned as I knew I hadn't compromised my account/card and I just assumed I would receive an immediate refund, however on the19th December and after speaking to a Santander operative, I was told the claim was declined.

He invoked different scenarios that he thought might of compromised the security of the account, except he was unable to confirm anything he originally thought might be relevent to those transactions, including an indentified Samsung device that we don't and have never had, an App download that we confirmed hadn't happened and a spoofed text received from them from Santander which I didn't act upon, only for him to decide that therefore my account hadn't been compromised so I must of been in someway complicit in these transactions and that was basically that.

My wife and I have held the account for 20+ years without any problems.

I have a letter nearly completed which I will send to the appeals and complaints department and thereafter the financial Ombudsman if required, but if anyone can advise of the best way to proceed that would be very much appreciated.

Thank you

MorningcoffeeIV

It's as you said - Santander complaints procedure and then FOS.

penners324

Sounds like you've may have had a sim swap fraud done.

Do your mobike phones still work correctly?

Contact your mobile companies at Ince if not 

Exodi

penners324 said:

Sounds like you've may have had a sim swap fraud done.

Do your mobike phones still work correctly?

Contact your mobile companies at Ince if not 

I thought exactly the same.

Can you still make calls/texts OP on the number linked to your online banking OP?

Matty007

Exodi said:

penners324 said:

Sounds like you've may have had a sim swap fraud done.

Do your mobike phones still work correctly?

Contact your mobile companies at Ince if not 

I thought exactly the same.

Can you still make calls/texts OP on the number linked to your online banking OP?

Hi Guy's,

I apologise for not getting back earlier I just haven't logged on, not sure what a 'sim swap' means, but certainly no physical swap took place, and the phone works as usual, Santander have up to now compensated £250.00 but I have submitted details to the FOS with robust reasons for significantly more than that.

Thank you

savergrant

A sim swap is where someone fraudulently claims the sim has been lost or damaged and gets a replacement sim with access to your number. However if you can still receive calls and texts that hasn't happened. Another possibility is someone has fraudulently updated your registered number in Internet banking. but it is quite hard for that to happen without the bank contacting you on the current number. There is a possibility of someone inside santander being part of a fraud bit that is very difficult to prove. If they say you authorised payments ask them for details of how you authorised them, and you could try asking your mobile network to check whether they processed those messages.

born_again

Matty007 said:

Exodi said:

penners324 said:

Sounds like you've may have had a sim swap fraud done.

Do your mobike phones still work correctly?

Contact your mobile companies at Ince if not 

I thought exactly the same.

Can you still make calls/texts OP on the number linked to your online banking OP?

Hi Guy's,

I apologise for not getting back earlier I just haven't logged on, not sure what a 'sim swap' means, but certainly no physical swap took place, and the phone works as usual, Santander have up to now compensated £250.00 but I have submitted details to the FOS with robust reasons for significantly more than that.

Thank you

You have to go through the banks complaint process before you can go to FOS.