How long for fraud claim to be dealt with?

lankey

I noticed a few weeks ago that two transactions on my account were done without my approval or authority. I contacted my bank, the Halifax, to try to ascertain why these debits had gone out (one for £100, and the second for £500 to the same company on the same day). I was told that there was no further information on where the money had gone, but only that the card number was correct, and that the name of the 'company' who made the withdrawal was shown on my account.

I was asked if i'd like to start a fraudulent claim, which i did. I was told that this process would be completed within 10 days and that i should go into the local branch to set it in motion.

I went to the branch where i was told that the actual process would take from 3 to 4 weeks, when i would then be told if i was getting the money back or not; i told the receptionist what i'd been told on the phone and she said that they should have known better as its known within the bank that the length of time she mentioned is correct. I have lodged a complaint about the length of time i was told this process would take (the reply to which stated i would receive a reply 'shortly, but not more than 4 weeks' about my complaint) and also about the fact that the telephone assistant didnt tell me the truth about the time taken.

So, how long should a fraud claim take to complete?

sarahlouise210

I had a fraud claim with LLoyds TSB - full refund within 10 days

Shugster

my bank of scotland claim went via halifax and it was 12 weeks before they refunded me, so best of luck.

Bozzy20

Abbey refunded me fully on the same day I called them to report the fraud! They were excellent.

thanks

Citibank refunded me in a about a week,after I sent the required form with crime ref number from police.

Moonbeam

I work for HBOS - the time we are quoted on the phone and via internal procedures is 3-4 weeks - not sure why it takes that long. Unfortunately am finding that the internet banking team do sometimes quote bad information - can only say that like most big companies it is only as good as its weakes employee -

Hope it get resolved for you soon

lankey

Thanks for the replies. After just under 4 weeks i contacted the bank to find out the situation as i'd had no information whatsoever. I tried to get the information on the phone, but the assistant couldnt help me so tried to put me through to the fraud dept; no answer. I then asked why i wasnt being kept informed and after checking with his manager, he couldnt answer as it was being handled by another dept. He then gave me the fraud dept number to try later on.

I decided to go to the local branch during my lunch break; again i coudnt get any information as the bank doesnt keep that info or a way of getting it 'in branch', nor could i speak to a manager or any senior personnel as apparently they dont have any in the branches! I was then given another number to call which i did later that day, but of course they were closed by then.

The thing that winds me up is that i've had no information at all from the bank regarding my claim. Unfortunately for the Halifax i'm not going away and i'll keep pestering them til i get the information i want, then my money.