Victim of Fraud but Credit card company are saying its my fault and I am liable for the charges.

grumpy_codger

born_again said:

joycey_2018 said:

Hi
I really am in need of advice on this. Back in September i made a purchase over the phone for an excercise bike using by credit card. 
When making the payment I had to authorize the payment though my bank app which i did and delivery was arranged with the merchant. 
later that day my card had been used to make £1000s of purchases and buy gift vouchers for shopping places around the UK.
My building society contacted me and I immediately cancelled my card. All these transactions have been handled with my bank as fraud. However, The payment I authorised over the phone for the excercise bike (that duly never turned up) had to be raised as a dispute.
I have followed the building society process but the dispute team have declined the dispute as a third party merchant is saying that they provided the service which was issuance of the gift cards, this was not what i made payment for and these were not made to me. 
It then got passed to fraud team who said its not fraud as I authorised the payment.
I have lodged this with action fraud, the merchant who provided the third party service and issued the gift voucher also lodged this with action fraud and in their reply have stated that I have been the victim of fraud.
I have followed the complaints process and the building society have treated me like I am the criminal, and they are now forcing me to settle the payment on my credit card.

I dont know what to do this cannot be right i am the victim of fraud and dont know what to do next.

thanks

Can I ask. Did you pass the OTP details on to this person?

AFAIK, it's either OTP or in-app authorisation - and the OP used the latter.

ETA: https://www.nationwide.co.uk/help/fraud-and-security/online-shopping-security-checks/

But I would try to report this to the police, if you have any contact details for the seller?

Waste of time with our police.

joycey_2018

thanks again all,
I purchased the bike from a person who had it advertised, as i needed it delivered he sent me an invoice through his company and that is who i thought i paid with the invoice from the company Scout Moor Group Ltd. I cant exactly recall how the payment came up on the app when i authorised it. but it required me to confirm that i was making the payment in the app which i accepted.
The company on the invoice is who i purchased from had said they had ties for distribution to Bicester village but i hadn't really thought about this at the time, but it later turned out that this is where the credit/store voucher was made for.
NW in their dispute sent me a copy of this voucher which was not in my name and was nothing to do with me, the fraud report that accompanied this stated that ID would have been required to collect this voucher but actionfraud (police) and nationwide don't seem to have followed this up or checked CCTV etc that proves this was not me and this was not the bike that I paid for. 

I have already lodged this with action fraud as on the police UK website this is where to make reports of this nature.

I have been very worried about this since and the fact that I gave my address etc, I have been worried about further fraud etc ever since. At the time it was all for what seemed to be a legitimate purchase and since has made me very concerned. 

joycey_2018

and yes i now fully understand the RED flag with FB marketplace. and like i said this is the first and last time i have used it. 
I just feel totally stupid but at the time i didnt see any issues, i had an invoice for the bike and when i was talking to the person they were even explaining to me how to set up the bike when it was received etc.

eskbanker

What exactly is stated on the invoice, and any other messages or documentation, including the original advert?

If you believed you were buying a bike and this was clearly reflected on the invoice (and potentially elsewhere), then I can't see how the recipient of the funds can demonstrate that you received what you paid for?

Does the value of the bike correspond to the total of the voucher purchases, or was it just one voucher?

joycey_2018 said:

The company on the invoice is who i purchased from had said they had ties for distribution to Bicester village but i hadn't really thought about this at the time, but it later turned out that this is where the credit/store voucher was made for.
NW in their dispute sent me a copy of this voucher which was not in my name and was nothing to do with me, the fraud report that accompanied this stated that ID would have been required to collect this voucher but actionfraud (police) and nationwide don't seem to have followed this up or checked CCTV etc that proves this was not me and this was not the bike that I paid for.

joycey_2018 said:

later that day my card had been used to make £1000s of purchases and buy gift vouchers for shopping places around the UK

born_again

joycey_2018 said:

thanks again all,
I purchased the bike from a person who had it advertised, as i needed it delivered he sent me an invoice through his company and that is who i thought i paid with the invoice from the company Scout Moor Group Ltd. I cant exactly recall how the payment came up on the app when i authorised it. but it required me to confirm that i was making the payment in the app which i accepted.
The company on the invoice is who i purchased from had said they had ties for distribution to Bicester village but i hadn't really thought about this at the time, but it later turned out that this is where the credit/store voucher was made for.
NW in their dispute sent me a copy of this voucher which was not in my name and was nothing to do with me, the fraud report that accompanied this stated that ID would have been required to collect this voucher but actionfraud (police) and nationwide don't seem to have followed this up or checked CCTV etc that proves this was not me and this was not the bike that I paid for. 

I have already lodged this with action fraud as on the police UK website this is where to make reports of this nature.

I have been very worried about this since and the fact that I gave my address etc, I have been worried about further fraud etc ever since. At the time it was all for what seemed to be a legitimate purchase and since has made me very concerned. 

Action Fraud is only a reporting tool to fudge crime stats. They do not investigate anything. That would be down to the local police, who will look at the amount involved & decide if there is any chance of a result.

Nationwide can not request CCTV from the location. They have all the information they require from the voucher.
I can not believe they have not refunded you, as it is not in your name.

So you need to complain to Nationwide. Which all being well, will see the result overturned. If not off to FOS you go. Making sure that you point out that this was reported to police & pass the details on, as that is very important👍 

If you are worried about further fraud that could be ID related then you need to look at CIFAS for protective registration.

zagfles

joycey_2018 said:

thanks again all,
I purchased the bike from a person who had it advertised, as i needed it delivered he sent me an invoice through his company and that is who i thought i paid with the invoice from the company Scout Moor Group Ltd. I cant exactly recall how the payment came up on the app when i authorised it. but it required me to confirm that i was making the payment in the app which i accepted.
The company on the invoice is who i purchased from had said they had ties for distribution to Bicester village but i hadn't really thought about this at the time, but it later turned out that this is where the credit/store voucher was made for.
NW in their dispute sent me a copy of this voucher which was not in my name and was nothing to do with me, the fraud report that accompanied this stated that ID would have been required to collect this voucher but actionfraud (police) and nationwide don't seem to have followed this up or checked CCTV etc that proves this was not me and this was not the bike that I paid for. 

I have already lodged this with action fraud as on the police UK website this is where to make reports of this nature.

I have been very worried about this since and the fact that I gave my address etc, I have been worried about further fraud etc ever since. At the time it was all for what seemed to be a legitimate purchase and since has made me very concerned. 

Scout Moor Group appear to be an electricity production company!

What does the authorised transaction show up as on your credit card statement? 

grumpy_codger

eskbanker said:

What exactly is stated on the invoice, and any other messages or documentation, including the original advert?

If you believed you were buying a bike and this was clearly reflected on the invoice (and potentially elsewhere), then I can't see how the recipient of the funds can demonstrate that you received what you paid for?

The recipient of the funds knows nothing about the invoice. Someone used the card details to buy gift cards and asked the OP to authorise the payment to some "Bicester village", apparently their partner company. This company sent the gift cards to this 'someone', most likely electronically.

joycey_2018

yep as grumpy_codger has said this is what i believed has happend to me.
The invoice i was provided was for the bike, I authorised the payment thinking I was buying the bike but this was actually used to purchase the voucher. 
The bike was clearly not available and this was the scam to get my details, and get me to make the payment

But now im left in the position that NW are saying they followed the correct process and as I authorised the payment and a gift voucher was provided to this other person then essentially i am liable for it. 

I will take the next steps with financial ombudsman and keep it simple as Olinda99 says 

thanks all

DullGreyGuy

zagfles said:

joycey_2018 said:

thanks again all,
I purchased the bike from a person who had it advertised, as i needed it delivered he sent me an invoice through his company and that is who i thought i paid with the invoice from the company Scout Moor Group Ltd. I cant exactly recall how the payment came up on the app when i authorised it. but it required me to confirm that i was making the payment in the app which i accepted.
The company on the invoice is who i purchased from had said they had ties for distribution to Bicester village but i hadn't really thought about this at the time, but it later turned out that this is where the credit/store voucher was made for.
NW in their dispute sent me a copy of this voucher which was not in my name and was nothing to do with me, the fraud report that accompanied this stated that ID would have been required to collect this voucher but actionfraud (police) and nationwide don't seem to have followed this up or checked CCTV etc that proves this was not me and this was not the bike that I paid for. 

I have already lodged this with action fraud as on the police UK website this is where to make reports of this nature.

I have been very worried about this since and the fact that I gave my address etc, I have been worried about further fraud etc ever since. At the time it was all for what seemed to be a legitimate purchase and since has made me very concerned. 

Scout Moor Group appear to be an electricity production company!

What does the authorised transaction show up as on your credit card statement? 

They're a Munich Re subsidiary and the hold co for a wind farm, certainly won't be "his company" and would be very surprised if they had mechanisms to take card payments. Unfortunately hindsight is a wonderful thing but its one of those where a quick google may have helped you realise its unlikely a person on FB is selling their excise bike via. 

IanManc

zagfles said:

joycey_2018 said:

thanks again all,
I purchased the bike from a person who had it advertised, as i needed it delivered he sent me an invoice through his company and that is who i thought i paid with the invoice from the company Scout Moor Group Ltd. I cant exactly recall how the payment came up on the app when i authorised it. but it required me to confirm that i was making the payment in the app which i accepted.
The company on the invoice is who i purchased from had said they had ties for distribution to Bicester village but i hadn't really thought about this at the time, but it later turned out that this is where the credit/store voucher was made for.
NW in their dispute sent me a copy of this voucher which was not in my name and was nothing to do with me, the fraud report that accompanied this stated that ID would have been required to collect this voucher but actionfraud (police) and nationwide don't seem to have followed this up or checked CCTV etc that proves this was not me and this was not the bike that I paid for. 

I have already lodged this with action fraud as on the police UK website this is where to make reports of this nature.

I have been very worried about this since and the fact that I gave my address etc, I have been worried about further fraud etc ever since. At the time it was all for what seemed to be a legitimate purchase and since has made me very concerned. 

Scout Moor Group appear to be an electricity production company!

What does the authorised transaction show up as on your credit card statement? 

They own and operate the massive blot-on-the-landscape wind farm on Scout Moor in the south Pennines between Rawtenstall and Rochdale.

They don't sell bikes or anything else, other than electricity. 

The scammers are just using the name.