Fraudulent Payments on my Credit card, so unhappy with TSB

MicrowavePlastic

I noticed two payments to amazon, one for £15 and another for £30. the TSB app didn't alert me to approve any of these payments, but later on it did alert for two further attempts to Amazon, through the app it said I should report the card as lost or stolen, which I did. 

I do shop at amazon alot, and they told me someone else had created an account with my card details. They told me to wait for a email from their investigation, which arrived very quick, while I was still on the phone to them. They said they found nothing wrong with my account, I don't know whether that email was automated or not.

I tried to look for a way to report the transactions to my bank app, it said select the transaction and click the get help button, but that button doesn't exists for credit card on the app, but it exists for my other accounts. 

So I ended up calling their fraud department, indian call centre. Despite asking all my details, name DOB, Post Code........when it got to the security like the letters to my secret word and phone number it didn't match. I asked the lady three times have they got the right account, because nothing matched, she basically ignored me and said I hadn't updated my details, she asked for my phone number, sent me a code, that got me in. 

But then nothing in the account matched, the balance on the card, she quoted a £148 transaction and I was reporting a £45 transaction. Then she asked for the last four digits on my card, which didn't match. The way I was treated, was like I was giving them false information, and asked my name again, then asked me who is **someone elses name**, turned out to be my brother's account.

Started the whole process again, then eventually got my correct details, told them that I had already reported the card as stolen as the app suggested, she just assumed I had physically lost the card, said she'll take a note of it, said I would be refunded. 

I don't know how it works but it's been three weeks that £45 is still there, I got a new card sent to me. I don't really want to deal with an indian call centre again where they basically have a hard time understanding me, or chat to an AI bot through the app. Either way I am leaving TSB, having been a customer with them for over 35 years. 

flaneurs_lobster

Is/was the cancelled card set up as a payment method on Amazon? 

Doesn't help much now but after seeing several reports of dodgy accounts/purchases at Amazon, I've removed all my payment methods. Bit of a pain having to quote card details for any purchase but seems a bit safer.

born_again

You sure refund is not there as well?
Payments do not disappear, you just get a corresponding credit 👍

MyRealNameToo

Do use ApplePay or similar? If you do then that has a different card number to the physical one. Similarly have you checked you dont have any unknown secondary cards on the account?

Does Amazon allow the same card to be added to multiple accounts? I know other websites have stopped me because of this. 

You say other transactions were stopped, was that possibly the £148 one she was referring to? 

MicrowavePlastic

I only have the one credit card, and it's shocking they signed me in to my brother's account, different name, address and phone number. 

TheBanker

MicrowavePlastic said:

I only have the one credit card, and it's shocking they signed me in to my brother's account, different name, address and phone number. 

When you said it was your brother's account, I assumed you lived at the same address so at least surname and address would match. If he lives somewhere else I'm shocked that they were able to do this, as the only thing that would match would (I assume) be your surname, unless he is a twin brother with the same date of birth?

Have you spoken to your brother about this? He should make a complaint to TSB about his personal data being shared with you. But I am also curious - would he recognise the £45 transactions that you're disputing? I am not in any way suggesting your brother has tried to defraud you, but wondering if somehow, somewhere the two accounts have got mixed up?

MicrowavePlastic

TheBanker said:

MicrowavePlastic said:

I only have the one credit card, and it's shocking they signed me in to my brother's account, different name, address and phone number. 

When you said it was your brother's account, I assumed you lived at the same address so at least surname and address would match. If he lives somewhere else I'm shocked that they were able to do this, as the only thing that would match would (I assume) be your surname, unless he is a twin brother with the same date of birth?

Have you spoken to your brother about this? He should make a complaint to TSB about his personal data being shared with you. But I am also curious - would he recognise the £45 transactions that you're disputing? I am not in any way suggesting your brother has tried to defraud you, but wondering if somehow, somewhere the two accounts have got mixed up?

We don't live at the same address, he is 3 years older than me, we have seperate accounts. As  I said before, when they kept asking me for my security information to get into my account, it didn't match, I asked her three times has she got the right account, she just ignored me. When she texted me a code, I didn't receive it, basically saying I just hadn't updated my details, then asked for my "new" phone number, and  and then i got a code. I checked with my brother later on, turns out they had sent him codes. I just don't understand how asking all my DOB, Postcode, even my NI number at one point, and they still got the wrong account. 

Anyway I just got issued my credit card statement and the £45 is still on it, I have recieved no news or updates from the bank about where I am at with this investigation. My Amazon account has no records as to what this £45 was spent on, as it was made on a differant account created by someone else. 

I guess I should wait a bit longer, it's been three weeks, but really getting a lot of anxiety having to go through all that again. I just felt the way I was treated was like i was the one in the wrong, and she was like just fed up having to go through the process again after she logged me in to the wrong account. And when she said I would be refunded, it just sounded like she was trying to fob me off as quickly as possible.

born_again

Are you sure that your brother has not had your card linked to his account at some point in the past? 
Which is his card had expired would default to the next live card on the account.