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Barclaycard refuses to stop a fraudulent CPA set up with ITVx

Several years ago there was fraud on our Barclaycard. One of the fraudulent transactions was a CPA for Britbox.  The money was refunded and a new card was issued, however VISA passed the new card details onto Britbox.  So for several years Barclaycard have been refunding the monthly subscription knowing about the situation.  Recently ITVx took over the business and the refund no longer happened as the Barclaycard systems weren't aware it was related to BritBox.  Barclaycard refuse to sort this out saying it's out of their control. They are happy to refund each month.  We contacted ITVx but they refuse to speak to us as we don't have an account with them.  We gave them our payment details and told them their are being used fraudulently but they won't speak with us.  Barclaycard issued a letter saying there is nothing more they can do.  This is impossible. How can this be processed when it was never authorised? What if we close the account... the charges will accumulate and impact credit rating.  Is this one for the ombudsman?
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Comments

  • Zanderman
    Zanderman Posts: 4,812 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    Barclaycard should be able to stop this.
    As for the ombudsman, that's a last resort after you have exhausted the formal complaints procedure at the offending institution (the ombudsman will require this).  Have you?  You don't mention ever making a formal complaint.
  • DullGreyGuy
    DullGreyGuy Posts: 15,736 Forumite
    10,000 Posts Second Anniversary Name Dropper
    Closing the account is the one method to kill it as the Card Updater doesn't apply across accounts. 
  • Thanks Zanderman.  Yes, I received a deadlock letter from Barclaycard today.  It has taken months of complaining to get to this point.  I don't see how Barclaycard can absolve themselves of the situation and simply blame ITVx for their incompetence in not realise the transactions are never paid.    
  • la531983
    la531983 Posts: 2,554 Forumite
    1,000 Posts First Anniversary Name Dropper
    edited 26 June 2024 pm30 7:52PM
    weeflour said:
    Several years ago there was fraud on our Barclaycard. One of the fraudulent transactions was a CPA for Britbox.  The money was refunded and a new card was issued, however VISA passed the new card details onto Britbox.  So for several years Barclaycard have been refunding the monthly subscription knowing about the situation.  Recently ITVx took over the business and the refund no longer happened as the Barclaycard systems weren't aware it was related to BritBox.  Barclaycard refuse to sort this out saying it's out of their control. They are happy to refund each month.  We contacted ITVx but they refuse to speak to us as we don't have an account with them.  We gave them our payment details and told them their are being used fraudulently but they won't speak with us.  Barclaycard issued a letter saying there is nothing more they can do.  This is impossible. How can this be processed when it was never authorised? What if we close the account... the charges will accumulate and impact credit rating.  Is this one for the ombudsman?
    You haven't applied for credit, ITV won't report, all that would happen is as soon as a payment can't be taken any service that exists would end, it's a monthly service with no longer term commitment. 
  • @la531983 if that were true then Britbox/ITVx wouldn't continue to charge the card every month for 3+ years!  I will take this to the Ombudsman.  It looks like they never considered the victim in this fraudulent scenario.. and one where VISA passes on the new card details each time.  These Continuous Payment Authorities should be better controlled.

  • @DullGreyGuy Barclaycard said even if it is closed the old account would be charged and we we would be liable.  We did consider closing the account.   Why should it come to this? 
  • mab3000
    mab3000 Posts: 524 Forumite
    Sixth Anniversary 500 Posts Name Dropper
    Just found some interesting information on the financial ombudsman service website which is information for financial institutions around how to deal with CPA transactions. 

    https://www.financial-ombudsman.org.uk/businesses/complaints-deal/banking-and-payments/continuous-payment-authorities

    To me, even the information they provide would  suggest that what are Barclaycard are doing would be the expected course of action for dealing with unauthorised CPA payments according to the ombudsman;

    We recognise that it can be difficult to stop a CPA – but you shouldn’t hold the customer liable because of this. We recommend that you find a solution that won’t disadvantage them. For example, you could monitor their account and refund any further payments from a cancelled CPA. You can then recover the money from the merchant in your own time.


    Whilst I agree this is a bizarre situation and that these sort of payments should just be able to be cancelled without the fuss of it being refunded each month, I’m not sure the ombudsman are going to do much with your complaint based on what they themselves recommend to financial institutions to do, which Barclaycard appear to be doing. 


  • la531983
    la531983 Posts: 2,554 Forumite
    1,000 Posts First Anniversary Name Dropper
    edited 26 June 2024 pm30 9:25PM
    weeflour said:
    @DullGreyGuy Barclaycard said even if it is closed the old account would be charged and we we would be liable.  We did consider closing the account.   Why should it come to this? 
    There is nothing to be "liable" for. As already said, the paid premium ITVx service is a MONTHLY commitment, same as Netflix. If you cancelled a Netflix payment the service would simply cease.

    https://support.itv.com/en_us/what-is-itvx-premium-H1m0PS3zi

    "You can cancel at any time before your first or next billing date to avoid future charges."

    They arent going to come chasing you if you close the account down.
  • weeflour
    weeflour Posts: 9 Forumite
    Ninth Anniversary Name Dropper First Post Combo Breaker
    edited 26 June 2024 pm30 10:36PM
    @la531983 I think you picked me up wrong... Sorry but we have never had an account with BritBox/ITVx so there is nothing we can close.  ItvX won't even speak with us as we can't pass data protection.  They have our card details but won't discuss it unless we can identify the email address used by the fraudster.  They are continuing to charge against a fraudulent CPA that was set up by somebody else. 

    When @DullGreyGuy suggested to close the account I think they (and I) was referring to the Barclaycard account.  I read into the card updater system mentioned and perhaps it is true it will stop in that event, although Barclaycard deny this.

    @mab3000 provides a really helpful answer but if they are right it really exposes a flaw in the system that should be exposed. We feel helpless that there is no way to resolve this and the parties involved say they have done their bit and leave the customer in this state. 

    I wonder if there is a higher authority than the ombudsman to raise this case with?
  • la531983
    la531983 Posts: 2,554 Forumite
    1,000 Posts First Anniversary Name Dropper
    edited 27 June 2024 am30 6:47AM
    weeflour said:
    @la531983 I think you picked me up wrong... Sorry but we have never had an account with BritBox/ITVx so there is nothing we can close.
    Yes I know that, It still doesnt change the crux of my point though. Nobody is going to come chasing you for money if you close the card down.

    Nobody.

    Ever.

    Barclaycard were just giving the generic answer about you still being liable for payments, which doesnt apply here as its not a credit agreement or a contract longer than a month at a time.

    Not sure how many times you want me to repeat it until it sinks in lol  :)

    Shut the card down and take your business elsewhere, to someone who can clearly operate an account properly.
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