Currys & Creation

MaPanda

Can't find anything on this here, but know Im not alone (because they've told me!).
Friday 22nd September I had a message from Currys, congratulating me on my new purchases - I hadn't made any!
Then I had emails from Creation (their finance department) telling me to check my new statement online. There were two purchases on my account for fairly high priced goods. The delivery name and address were different to my own (and to a PO box in Wales). 
I have spent much of the last week and a half on the telephone to both companies, having also used their social media - in a desperate attempt to rectify this! The phone lines are usually jammed because many other people have had the same problem. I've had it verbally and via email that both purchases were fraudulent after a cyber attack their end (can't believe it's not national news!).

Anyway, in between the conflicting emails I am still getting from them regarding my new purchases or the fact that they know it wasn't me and are investigating, is this remaining problem:
It "may take weeks to resolve" and they "cannot guarantee" that I won't be billed for these items, by monthly Direct Debit! I today explained that I cannot afford to do that, to which they said something along the lines of non-payment will affect my credit rating, even though they know I haven't bought anything!

Help! Im frankly quite exhausted, and upset, trying to resolve this and just seem to be going round and round! I've done nothing wrong, yet I might be billed for things I haven't purchased and if I don't pay up before they get to resolve it, it will impact my credit rating.

What do I do next?

MaPanda

PLEASE HELP! And, let me know if this is posted in the wrong place 

Keep_pedalling

Please don’t panic, if you are hit by a DD payment you are protected by the direct debit guarantee.

https://www.directdebit.co.uk/direct-debit-guarantee/

This is probable not the best board, I will ask for it to be moved to consumer rights.

flaneurs_lobster

So these items have been purchased on a finance deal using your name? Do you have outstanding finance with Currys/Creation? 

Can you identify which bank account has been quoted for repayments (perhaps you only have one)?

I would instruct your bank(s) not to accept any Direct Debit or Continuous Payment Authorisations for your account, get their acknowledgement of this instruction in writing. 

You should be covered by the Direct Debit Guarantee that says that any monies taken from your account by DD without your authority will be refunded, but better if the thing isn't set up in the first place.

marcia_

 Log on to your bank and see if any direct debits are set up and cancel them.
 Complain in writing, email is ok, to both companies. 

MaPanda

Thanks all, but they've 'advised' me not to stop Direct Debits as it will show as a non-payment?

marcia_

MaPanda said:

Thanks all, but they've 'advised' me not to stop Direct Debits as it will show as a non-payment?

 They would advise that but do you really want and can afford to pay back someone else's fraudulent debt? 

 A complaint will get them to investigate and any resolution will involve them removing any credit file marks. 

Brie

If you do not owe anything on the account then you don't need to have a DD set up.  If you do owe something that you actually do need to pay them tell them you are willing to set up a standing order instead.  

CyberFraudAdviser

There has been a number of reports where Currys accounts have been compromised, orders placed and buy now pay later credit used, leaving the account holder with the debt for the orders.

These incidents need to be reported to Action Fraud to obtain a Crime Reference Number which you can use in your report to the finance company.