Vanquis Credit Card Fraud - Issues resolving

kay159

Wanting some advice please

Daughter has a Vanquis credit card. Overnight on 12th May there were 12 transactions all for slightly different amounts amounting to over £600 debited against her card and all of which were to Vinted. She does have a vinted account but the card is not linked to that account and she only makes payments from her vinted balance. She had no orders for any of the amounts either. Vinted confirmed this to her directly

This was raised with the fraud team as suspicious activity and she also reported it via the online fraud reporting tool at Vanquis's request

Vanquis advised they would cancel and reissue her card. Three days later a PIN arrived, but to date no replacement card

A week after reporting her entire Vanquis app was locked down and Vanquis stated this was because of the fraud investigation

Five weeks later, numerous calls and online complaints / emails she still doesn't have a resolution or a working card

Vanquis usually send an authorisation code for the majority of her transactions yet she received nothing for these and just yesterday she had a call from 01274 031983 claiming to be Vanquis and requesting her long card number. When she told them she wasn't going to give the details and would call Vanquis directly the person became agitated and hung up. Again this has been reported to Vanquis who have ignored this too.

It is clearly evident that her Vanquis account has been compromised somehow but how do we resolve this, have her account reinstated and the transactions cancelled

She is currently in the process of buying a house and is worried that this may have a negative impact on her credit score

Has anyone experienced similar with Vanquis and how did you resolve this. We can't go the the FOS until Vanquis provide a written response which they seem reluctant to do at the moment and customer service staff just tell her to wait for an outcome

retiredbanker1

From what you have written it does not look like she has started a formal complaint to Vanquis regarding the transactions and the delays thereafter.

This will start the clock - for fraud they only have 15 business days to respond.

born_again

Sounds like simple compromise of card details.

So her card details have been obtained from a breach of a retailer, which may also include other details such as phone no & used at vinted.

Does seem like poor handling of the case, but if she did say that she has a vinted acc, Vanquis may be thinking along the lines of that account has been compromised.

kay159

As an update we are now n the 9th July - Vanquis are still 'investigating' despite Vinted stating that none of the cited transactions have been made from the card linked to her official vinted account nor can they trace an alternative Vinted account linked to this card. We are at a loss as to where to go from here as she is still locked out of her account and Vanquis are changing late payment fees on the disputed transactions. She has called numerous times requesting a statement outlining the transactions to submit as evidence for a FOS claim but as she has still not received a written response she cannot progress this further. How would you suggest she proceeds

retiredbanker1

In first post you mention complaints - have you (she) actually started a formal complaint - not just say complaint to a call handler?

If not do it now.

ManyWays

Sent Vanquis a complaint in writing by emailing

complaints@vanquisbank.co.uk

with the subject Identity Fraud

But before she does this, report the fraud to Report Fraud (the new name for Action Fraud, which was clearly a misnomer as they never took any action!) https://www.reportfraud.police.uk/reporting-a-fraud/,
this should give her a reference number which she can then quote to Vanquis.

If she is just about to apply for a mortgage, tell her to talk to a broker, not apply direct to a bank, and tell the broker about the current situation.