Debt card used at 6am on bus, not by us, bank no help?

dealyboy

Having had half my working lifetime in computing/software engineering/comms I would back the honest person against IT every time, so should the companies.

TheBanker

ForumUser7 said:

Brie said:

I would simply tell them you want to raise a complaint about a poor customer service experience when you notified them of fraud on her account.  Tell them firmly it wasn't possibly her using the card nor anyone else in the house "borrowing" her card to use. 

And if anyone at the bank has the temerity to suggest it's a trivial amount then simply state if it's that trivial they won't mind crediting that to her account along with a suitable extra for your/her time they have wasted.

^This

Also, although it was a trivial amount this time, it is the fact that it happened too that is concerning - they need to figure out how this occurred

I understand the concern, but do they really? The bank have presumably reimbursed the customer.

Fraud is a crime and crimes should be investigated by the Police. Good luck getting them to do anything...

Bigwheels1111

Just keep fighting, it’s not the money any more.
It’s the principle now.
I get hundreds of pounds a year from banks and companies for their screw ups.
I never give up, take it as far as you can.

SacredStephan

Jon_01 said:

My wife had a transaction pop onto her phone last night. Her card had been used on a bus (tap on tap off) at 6am last Monday, the bank holiday.

We were both in bed at that time and the card was in her bag.

My bank recently issued me with a new debit card despite the current card having many months to go before expiry.

The new card was ready to use without needing to be activated.

Is it possible that your bank has posted out a new debit card to your wife but it has been intercepted or delivered to the wrong address and is now in the hands of a stranger?

WillPS

SacredStephan said:

Jon_01 said:

My wife had a transaction pop onto her phone last night. Her card had been used on a bus (tap on tap off) at 6am last Monday, the bank holiday.

We were both in bed at that time and the card was in her bag.

My bank recently issued me with a new debit card despite the current card having many months to go before expiry.

The new card was ready to use without needing to be activated.

Is it possible that your bank has posted out a new debit card to your wife but it has been intercepted or delivered to the wrong address and is now in the hands of a stranger?

Not unless it had been used Chip & PIN beforehand. This is the reason cards are delivered with the contactless functionality disabled.

heatleader

Jon_01 said:

 Thanks, and to everyone that replied.

Halifax say that the token used confirms that it was the card that was used to enact the transaction and that the token would be different if the info had been used with ApplePay/GooglePay ect.

She has never used the bus company that appears on the transaction info, it doesn't run in our area. She also has never used the tap on/tap off process, she has the app installed for the local bus company and uses that.  This produces a different transaction type on her statement.

There is no one else in the house, just us and at 6am on bank holiday Monday we were both asleep and the card was in her bag.

I cannot explain this at all?  I just know 100% that this card cannot have been used at that time for this transaction.

This may be a long shot but a few years ago a purchase of about £400 appeared on my credit card used in a well known store in London in the run up to Christmas that year.  I hadn't been in London around that time and had never been to that store.  But the bank wouldn't believe that I hadn't made the purchase.  In the end it was a chance phone call I made to the store itself and I was transferred to a very helpful chap.  He looked through their sales for the week in question and told me that they had not made a sale to anyone of my name or that credit card nor had they made any sale of the particular value which appeared on my credit card statement.  The guy at the store reckoned it was a wrong allocation  at the time by the bank.  I'm guessing that the bank may have eventually refunded the disputed amount anyway but his evidence did seem to be a help.  So maybe a long shot to contact the bus company if you wanted to check it out.

Spendless

Were the buses even running at 6am on a bank hol? Do your transactions usually come straight out? Mine don't until the following working day and the local train/transport usually take 10p first before taking the remainder.

heatleader

TheBanker said:

ForumUser7 said:

Brie said:

I would simply tell them you want to raise a complaint about a poor customer service experience when you notified them of fraud on her account.  Tell them firmly it wasn't possibly her using the card nor anyone else in the house "borrowing" her card to use. 

And if anyone at the bank has the temerity to suggest it's a trivial amount then simply state if it's that trivial they won't mind crediting that to her account along with a suitable extra for your/her time they have wasted.

^This

Also, although it was a trivial amount this time, it is the fact that it happened too that is concerning - they need to figure out how this occurred

I understand the concern, but do they really? The bank have presumably reimbursed the customer.

Fraud is a crime and crimes should be investigated by the Police. Good luck getting them to do anything...

Ah the "I see no ships" approach.  Is this not a bit like saying the water companies don't need to bother fixing leaks.  It's also in the bank's self interest to tighten up or change procedures where appropriate, and if I'm not mistaken some banks have their own department dealing with fraud etc do they not.  

miller

Just to advocate making a complaint. My last experience with Halifax was about Cashback Extras not being credited - I was being stonewalled until I mentioned the word complaint and was able to resolve it on the same call - no money would have been forthcoming otherwise. The banks like same-day complaint resolution as it helps their stats.

sheramber

TheBanker said:

ForumUser7 said:

Brie said:

I would simply tell them you want to raise a complaint about a poor customer service experience when you notified them of fraud on her account.  Tell them firmly it wasn't possibly her using the card nor anyone else in the house "borrowing" her card to use. 

And if anyone at the bank has the temerity to suggest it's a trivial amount then simply state if it's that trivial they won't mind crediting that to her account along with a suitable extra for your/her time they have wasted.

^This

Also, although it was a trivial amount this time, it is the fact that it happened too that is concerning - they need to figure out how this occurred

I understand the concern, but do they really? The bank have presumably reimbursed the customer.

Fraud is a crime and crimes should be investigated by the Police. Good luck getting them to do anything...

What makes you presume that?

OP  has not indicated it.