Asda credit card - fraud

Denise_B

Someone stole my credit card September 2024. I immediately reported it to Asda and the police. It is now 5 months and they have still not reimbursed me the £200+ despite calling them and a letter from them they are still investigating!!! Are they legally obliged to reimburse me and if so how long does it take?

MattMattMattUK

Denise_B said:

Someone stole my credit card September 2024. I immediately reported it to Asda and the police. It is now 5 months and they have still not reimbursed me the £200+ despite calling them and a letter from them they are still investigating!!! 

Did you pay the balance or did they put the amount on hold or in dispute? Normally with a CC they will do that and it will impact the credit limit, but not actually cost the customer anything? Slightly different if you had already paid the balance in full by the time you reported it, where they sometime credit and then put on hold, or other times do not. They will not remove the on hold whilst they are investigating.

Denise_B said:

Are they legally obliged to reimburse me and if so how long does it take?

They are required to refund you if the investigation deems it fraud, they are not just because you raise a claim. Most claims are resolved in a few weeks at most, but if there is a complication then it can take up to a year, the maximum period is the standard six years I think, but not totally sure. 

Mark_d

What precisely happened?   Did someone snatch your card, guess your PIN, and make purchases before you called ASDA to block your card?  You will get you money back unless you have acted fraudulently, been careless or been unreasonably slow to react to the theft.

eskbanker

Denise_B said:

Someone stole my credit card September 2024. I immediately reported it to Asda and the police. It is now 5 months and they have still not reimbursed me the £200+ despite calling them and a letter from them they are still investigating!!! Are they legally obliged to reimburse me and if so how long does it take?

They're obliged to reimburse you by the next business day except under specific circumstances:

In an unauthorised payment claim, your bank can only refuse to refund you if:

• You authorised the payment, or
• You acted fraudulently, or
• You failed to protect the details of your card, PIN or password in a way that allowed the payment.

[...]

If the unauthorised payment was made on a credit card, or from an overdrawn account, your bank can only refuse a refund if:

• You, or someone acting on your behalf, authorised the payment, or
• The person who used your payment card (including virtual cards) had it with your consent. 

The use of your password, card or PIN might not on their own be proof that you authorised a payment. 

https://www.fca.org.uk/consumers/fraudulent-payments