Money taken from Bank account - Scam ?

miggiwoo

Hi

I had an amount of nearly £90 taken from my bank account in the middle of May , used to buy Tik Tok coins via Google I understand. I noticed this when I had checked my account while on holiday. I then highlighted this on my banking app to dispute it and say that it was a scam. I then got the full amount refunded the next day so was satisfied it was resolved. I changed my password on Google . I then checked my bank balance on the app and found that the same amount had been taken out last week under the term " Dispute refund " . When I called my Bank to challenge this , they said I had failed to fill in a dispute form sent to me on 15.6.26 and return it to them . I said I hadnt had the form I I check my emails daily and would have spotted this and completed it straight away. I was told that it had been sent to me ( confirmed my email address ) and had been opened around a dozen times between 15.6.26 and 29.6.26 , when the 14 day reply period had expired. I said I hadnt received this at all , never mind opened it numerous times over 2 weeks. He then sent me the same form , which I opened and saw that it was very plain it was a dispute form to sign and return , so I would have certainly done this.

He said the case had been closed and found in favour of the seller because the dispute form wasnt returned within 14 days , so I dont have any chance of getting my near £90 back

I feel very frustrated about this and wanted to know if anybody had the same issue and taken it further ( financial ombudsman ? )

I find it very strange that my email didnt show this 15.6.26 email and wonder if my email address was hacked to delete this ? ( a bit far fetched I know )

Thanks

friolento

If the form they originally sent to your email has been opened several times (the bank appear to have records of this) but not by yourself, someone else has, or has had, access to your email. You need to review and tighten your security setup - passwords as well as physical access to your device(s).

From what you say, I am afraid I think it is unlikely that a complaint would be settled in your favour, by either the bank or the ombudsman. You can’t hold the bank responsible if your security wasn’t up to scratch.

miggiwoo

Thanks

Have updated all passwords

Will write this one down to experience

Nasqueron

Do you have kids by any chance?

PRAISETHESUN

https://forums.moneysavingexpert.com/discussion/comment/82077432#Comment_82077432

Also make sure to activate multifactor authentication (2FA/MFA) on every online service that offers it. It makes sure than even if your passwords get compromised there is another layer to protect your accounts. I'd also recommend having unique passwords for every service - a password manager is a great idea for this.

Chief_of_Staffy

Nobody's going to go the trouble of 'hacking' your email for £90, and even if they didn't it's not possible AFAIK for them to prevent your client downloading the email, i.e. you viewing it. The bank likely didn't send the email at all, or sent it to the wrong email address.

Depending on how your email's set up, your service provider will have the logs for the period in question, so check with them. Or you might have direct access. I can see my email logs via my control panel, so every email that is accepted by the server is recorded and available to view, regardless of whether they end up in my email client.