Having to go to financial ombudsman now that I've been called a liar. What to submit?

B0bbyEwing

That's one of the perks of having no kids. I don't have anyone buying things on my devices without my knowing. 

And I'm an Android user. 

Honestly I subscribe to very little. 

Google One was actually coming out of my Amex at this time. It's only since that I changed it to Chase it seems. 

Netflix and the like are tied to my Santander account. 

Discounting your standard things like mortgage, broabdnad, water etc I have very few actual subscriptions.

Google One
Netflix
Union 
Nespresso

And that is it. Like I said I'm quite anti subscription. I'm actually looking at Google One and Nespresso with the possibility of cutting them in the near future. I've had Prime trials when they offer freebies or for like 99p but I don't pay their full amount. 

Its like Microsoft Office. When I was looking at buying it I instantly paid no mind to their subscription based model purely because it's subscription. In the end I went for their 1 time purchase. 

The point I'm making is I subscribe to very little. And I wouldn't be subscribing to Canva and likely wouldn't subscribe to anything leading to a domino subscription of Canva. 

eskbanker

B0bbyEwing said:

I've just contacted Amex now to ask about the specific date and time that the transactions were made. I can see the date that they appear on my online statement but that isn't necessarily when the transaction was made - so it's this date and time I'm looking for. I didn't think they'd be able to give me this info via live chat but they did.

I'm not sure that it's sensible to be asking them for more information at this stage - right back at the start of the process it may have been an appropriate question if you were still unsure about whether or not you may have authorised the transaction, but having gone through a complaint to (effectively) final response and now off to FOS, surely you want to convey conviction that the transaction is nothing to do with you?

born_again

B0bbyEwing said:

born_again said:

B0bbyEwing said:

born_again said:

Who is the retailer?

Could it be a follow subscription from something you have purchased? 
Fact time is while you are asleep, does not really make any difference, as could just be the timing of system processing, rather than actual time it was made.

Just curious why this is important?
I've nothing 'to hide' but I just found it unusual to ask because I don't understand its relevance. As though if I say company 1 then the whole thing should be treated differently vs if I say company 2?

But no, it couldn't be. As I said - I'd never heard of this company before ever in my life and like I said I'm also fairly anti-subscription. I had Google One appear on my Amex card as a subscription once or twice but that's about it.

And also, when I say nobody accessed my card, my account, my details or any of that then that's exactly what I mean (if we're starting to push the "did a family member...." narrative). If I come across as short with that one then it's because I've previously dealt with members (on here) who just wouldn't listen when I said that (not saying you're one of them, I'm not delving back through my posts to see) & instead kept insisting that a family member must have taken my card. Funny enough, that was also with Amex IIRC which was prior to this incident & at that time Amex ruled in my favour - that my account/card (whichever one may prefer to use) was fraudulently used. They issued me a new card but obviously that didn't work out too well.

Because I may know & delt with them before.

As @DullGreyGuy points out there are many well known companies out there & they have subscriptions, that many people fail to notice.

Clearly Amex are happy that there is a link to you. Could go back to not noticing the 1st transactions & the details between that & the other are the same.

Ah fair enough then & thanks for not taking my question the wrong way as well. 

It was Canva.

Had never even heard of the company until I saw it on my statement. 

For whatever it's worth the previous time there was fraudulent activity that I just mentioned earlier - that was a sub to CHATGPT. Again that was another company I'd never heard of before until I saw it on my statement but as I mentioned earlier Amex refunded me for that one. 

Thanks.
Not one I have come across before. 👍

Do you do any design based stuff? Or links to  Slack, Asana, Microsoft Teams, Salesforce which Canva links in to?

If Amex, think it is related to you ask then if they have contacted retailer & what proof retailer provided.

B0bbyEwing

eskbanker said:

B0bbyEwing said:

I've just contacted Amex now to ask about the specific date and time that the transactions were made. I can see the date that they appear on my online statement but that isn't necessarily when the transaction was made - so it's this date and time I'm looking for. I didn't think they'd be able to give me this info via live chat but they did.

I'm not sure that it's sensible to be asking them for more information at this stage - right back at the start of the process it may have been an appropriate question if you were still unsure about whether or not you may have authorised the transaction, but having gone through a complaint to (effectively) final response and now off to FOS, surely you want to convey conviction that the transaction is nothing to do with you?

It was a thought that came to me, late obviously, that there was the potential to completely make it impossible that I made this transaction - as in have decent enough proof (such as if it was during work hours and I was at work) but kind of annoying that this would've been the case had I not had the day off. 



I also remember asking them if they contacted the retailer. They said yes but didn't say what evidence had been supplied. I said surely an IP check should help rule this out no? But I imagine there's workarounds there & that question probably only serves to show my lack of understanding. 

born_again

B0bbyEwing said:

I also remember asking them if they contacted the retailer. They said yes but didn't say what evidence had been supplied. I said surely an IP check should help rule this out no? But I imagine there's workarounds there & that question probably only serves to show my lack of understanding. 

With someone claiming fraud they will ask retailer via systems for customer details. So usually they get a print out of all customer details. Which if it matches customer we would send to them.

hpuse

@B0bbyEwing

If you are absolutely certain that no one has gained access to the device to make this transaction, you may want to scan your Android phone for potential malwares. 

As others have pointed out - Amex generally go by evidence - which usually is the audit trail of your device location and IP address of previous card transactions, including this allegedly fraudulent 'Canva'.

I'd suggest you take that Android phone to a manufacturer authorised repair technician and get it scanned.

You would stand a better chance of winning the case with FOS, if you can prove that your phone was infected on the date of transcation.

B0bbyEwing

Phone scanned and no issues found. 

For the record I think I only installed the Amex app after all this but can't be 100% sure and regardless - my phone just returned a no issues message. 

I'll have to leave my PC on a scan overnight to check for any issues on that side. 



EDIT - which returned an everything ok result.

hpuse

@B0bbyEwing

Since it is the second time this transaction was attempted to put through by this online retailer, Amex is probably giving the benefit of doubt and the time taken, i.e the delay to flag this to Amex as potentially not so fraudulent.  

If you are going to Ombudsman, please make sure FOS is aware that Amex has seen correspondences of you dealing with the online retailer directly to sort this matter out. 

The online retailer can only charge your creditcard on an online account(Canva) that should have been opened in your name by the fraudster, who had gained access to your card details.