Santander refusing to refund money after scam

Ange1402

Hi, I was the victim of a scam on air bnb after someone hacked into my host’s account ( I’d booked some Accom for my mil who was visiting my home town for my wedding). The message, which looked genuine as it was from the host who I’d previously been corresponding with said I needed to authorise my card details or else booking would be cancelled. I clicked on a remitley link to authorise my details and then got another ( genuine) message from host to say a scam was going around air bnb. I contacted my bank straight away who said it didn’t look like money had been taken permanently and that it would be refunded next working day. I waited a couple of days but no refund so I called the bank again. They were useless in investigating the claim ( in many ways too long to go into here) so I made a complaint. Over one month later I get a call from Santander to say that they want to offer me compensation for my complaint as they dealt with it badly but wouldn’t be refunding air bnb amount as I’d given my card details. I want to take this to the ombudsman as doesn’t sound right to me. No fraud warnings from Santander, I just had to confirm the amount via my app. And I also flagged it asap but bank didn’t do anything about it, just told me to wait to see if it would be refunded.  Air Bnb gave me a voucher for the amount of the booking so I’m not technically out of pocket but I feel that Santander should have been more responsive to my call when I flagged the scam and proactive in not authorising it. Do I have any rights or am I just wasting my time and energy on an empty complaint? Thanks! 

Hoenir

You've been refunded by AirBnB. Double dipping has no merit. A scam in itself. 

marcia_

Ange1402 said:

Hi, I was the victim of a scam on air bnb after someone hacked into my host’s account ( I’d booked some Accom for my mil who was visiting my home town for my wedding). The message, which looked genuine as it was from the host who I’d previously been corresponding with said I needed to authorise my card details or else booking would be cancelled. I clicked on a remitley link to authorise my details and then got another ( genuine) message from host to say a scam was going around air bnb. I contacted my bank straight away who said it didn’t look like money had been taken permanently and that it would be refunded next working day. I waited a couple of days but no refund so I called the bank again. They were useless in investigating the claim ( in many ways too long to go into here) so I made a complaint. Over one month later I get a call from Santander to say that they want to offer me compensation for my complaint as they dealt with it badly but wouldn’t be refunding air bnb amount as I’d given my card details. I want to take this to the ombudsman as doesn’t sound right to me. No fraud warnings from Santander, I just had to confirm the amount via my app. And I also flagged it asap but bank didn’t do anything about it, just told me to wait to see if it would be refunded.  Air Bnb gave me a voucher for the amount of the booking so I’m not technically out of pocket but I feel that Santander should have been more responsive to my call when I flagged the scam and proactive in not authorising it. Do I have any rights or am I just wasting my time and energy on an empty complaint? Thanks! 

 Trying to double claim the money back is definitely fraudulent 

Ayr_Rage

Take the compo offer from Santander and as you have the voucher too you are ahead, however you cannot expect to be repaid twice over.

By all means register a complaint and see the result of that.

@Ange1402 why are you reporting users for telling you the truth?

Ange1402

It was the manner. I’m not trying to make money out of the situation and being accused of this when genuinely trying to get help hurts. Perhaps I wasn’t as clear as I could have been that my issue is with Santander not investigating the scam properly but there are certain ways of telling people they’re wrong and the replies I’ve had have just been plain rude or accusing me of a crime! People think they can say whatever they want as they’ve protected by a screen but they need to be called out. 

born_again

Ange1402 said:

Hi, I was the victim of a scam on air bnb after someone hacked into my host’s account ( I’d booked some Accom for my mil who was visiting my home town for my wedding). The message, which looked genuine as it was from the host who I’d previously been corresponding with said I needed to authorise my card details or else booking would be cancelled. I clicked on a remitley link to authorise my details and then got another ( genuine) message from host to say a scam was going around air bnb. I contacted my bank straight away who said it didn’t look like money had been taken permanently and that it would be refunded next working day. I waited a couple of days but no refund so I called the bank again. They were useless in investigating the claim ( in many ways too long to go into here) so I made a complaint. Over one month later I get a call from Santander to say that they want to offer me compensation for my complaint as they dealt with it badly but wouldn’t be refunding air bnb amount as I’d given my card details. I want to take this to the ombudsman as doesn’t sound right to me. No fraud warnings from Santander, I just had to confirm the amount via my app. And I also flagged it asap but bank didn’t do anything about it, just told me to wait to see if it would be refunded.  Air Bnb gave me a voucher for the amount of the booking so I’m not technically out of pocket but I feel that Santander should have been more responsive to my call when I flagged the scam and proactive in not authorising it. Do I have any rights or am I just wasting my time and energy on an empty complaint? Thanks! 

When you clicked on pay. The transaction was authorised at that point by Santander. Banks can not reverse a authorisation.
A refund would have only have been given once it debited. But once you say you made the payment it is not fraud. Thus no refund under Payment service directive.

As banks go fraud is when a unknown 3rd party uses your card details.
In this case you only had a dispute, as you made the payment. Which should have been delt with as non receipt of goods (your stay). As it would be a Mastercard, you would have to wait 30 days before starting the process.

moneytorques

For balance, Santander dealt with a Fraudulent claim I made on a joint account very robustly.
Suspending the account and sending over a detailed list of queried transactions, refunding them and then reapplying them once I have was able to confirm they were genuine.

If Santander have offered you compo the Ombudsman will only look into whether that amount of compo is fair and just based on their knowing you are not disadvantaged by the original transaction.

km1500

in your post you said "but wouldn’t be refunding air bnb amount as I’d given my card details" 

this and the title of your thread seems to suggest that you are looking for a refund from Santander even though you have had a refund in the form of voucher from airbnb 

I think this is why people are that you shouldn't really be asking for both

kimwp

What do you think Santander could do to prevent this? Essentially what has happened is you have decided to give some money to someone that has asked for it. How can Santander decide whether you have made a good decision?

Airbnb have refunded you, which makes sense because presumably it's their system that the scammer breached.

Rawrzy

I'm inclined to agree that I don't think you will get any further with Santander as technically this doesn't really fall under the traditional your card was stolen unwittingly. You did pay it yourself so you'd have to go through different means like a chargeback. Since you weren't out of pocket i don't think going to the ombudsman would give you more compensation than they've already offered either.

If you are still upset at the bank then consider taking up a switch offer and go somewhere else. Plenty of banks and some of them might offer better advice in situations like that.

COIAHLGW

Maybe you need to reword and rename the post.  Surely now you are not looking for a refund from Santander but rather make a complaint regarding their complaints process?