Mettle business account fraudulent transactions

koolkat66

Does anyone know how long it takes for the money to be refunded? I had a message from Mettle on Monday about their decision to refund me but that has not happened yet. Messages and phone calls have not gone anywhere, I got some 'we'll look into it' and 'I'll pass it on' kind of thing.

koolkat66

Never happened to me with any of the other banks

https://forums.moneysavingexpert.com/discussion/comment/81882976#Comment_81882976

born_again

https://forums.moneysavingexpert.com/discussion/comment/81883894#Comment_81883894

PSD states by the end of the working day.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81883858#Comment_81883858

No I don't work for mettle 🤣 (why do people say that when someone explains)

I do work for a bank & I deal with card fraud. So have a very good insight to what is going on here.

Dashworth87

Well…. It looks like Mettle have had a data breach or something similar.

I am still waiting for the online fraud department to assess my case however I have been told they are very busy and may not be able to make contact today…

Ive had over £1500 taken from my business account in the last 24 hours and another attempted £2500 which I was able to decline and block the card in time.

Wonder if this is likely to make msm or if its just another sign of the times…

This is the second time this has happened to me in 12 months.

koolkat66

https://forums.moneysavingexpert.com/discussion/comment/81884095#Comment_81884095

It is now 5 working days gone, is there a procedure i should follow to speed this up?

Shakin_Steve

https://forums.moneysavingexpert.com/discussion/comment/81884865#Comment_81884865

Raise a complaint

born_again

https://forums.moneysavingexpert.com/discussion/comment/81884865#Comment_81884865

Raise a complaint & remind them that the payment services directive. Carries a statement that any fraud should be refunded by the end of the working day, unless there are grounds that the customer might be involved.

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

koolkat66

https://forums.moneysavingexpert.com/discussion/comment/81884878#Comment_81884878

Thanks. I will look at the complaint route

someone

I had a unauthroised (but declined) transaction, the odd thing is my card has only ever been used with companies house some time ago. Card re-issued without request, arrived and found a message in the app about the situation (which was when I noticed the earlier declined transaction. Not the first time, had this happen ~18 months ago too.