Victim of Debit Card Fraud - Advice Please!!

kanjoose1

IVe had to re register as i've forgotton my p/w (hope this doent break any rules!! - im quite desperate for advice here so all help would be welcome.

I received a letter from the fraud dept at my bank today (4 and a half months after i reported the matter) and its not good new and I have no idea what to do next!!

They have stated they will not be refunding any monies back because and i quote:

The betting account at william hill was oponed avoer the phone using security details that would not have been known if someone only had your card details...."

and their second reason:

"some of the disputed transactions were auth by the cv2 number on the signature strip - if you have always had your highline card in your possession then how was this known"


They end saying "this is our final decsision"


I am SHOCKED at this and its left me deeply upset and worried as like i mentioned previously I have had to borrow money to compensate me for the lost funds and now dont know what to do.

I have no idea how my details were comprimised and was wondering what I should do next! Was thinking about approahing a lawyer to get them to respond to this letter but i dont really have the cash for that.

If anyone can offer some advice here I'd be extremely gratefuk.

Regards

wallace_3

Think back very carefully over the last 4 months - could you have been the victim of a phishing attack? (Phishing is where someone attempts to get you personal details, in addition to your bank account info).

Has anyone asked you questions which seemed innocent at the time, but could have been used to answer security question to create an account at the bookies? Have you left your computer unattended so that someone could have read your personal files? Have you thrown away confidential letters without shredding them?

Try ringing the bookmaker and discussing the situation with them - i.e. they have let someone open an account in your name, so you could ask them what ID or security steps the account holder provided.

The bank appear to be saying that you have been negligent and therefore it is your own problem that you lost funds. Report the matter to the police, but this time say it is identity theft rather than a simple case of fraud.

kanjoose1

Thanks Wallace thats what i was thinking too! Anyway ive drafted this letter which i intend of mailing tomorrow (although ive stated im going to go to the ombudsman this isnt entirely true as I still need to investigate this path)


I write with regards to your letter dated 9th September ’05.

May I first of all take this opportunity to state that I do not agree with the outcome of this case nor do I feel this has been investigated and handled adequately.

The fact that it has taken you over 4 months to come to the conclusion that the CV2 number on the card was used during the transactions and that the companies in question held my personal details is a disgrace.

As to the above two issues, I cannot explain these however it should have been the RBS responsibility to investigate this thoroughly something I feel you have not done. Furthermore in today’s world of identity fraud and “phishing” it is not unknown for criminals to get hold of such details- have you considered and investigated this?

Effectively what you are saying is that I have either made up this fraud or have collaborated with someone who has carried it out – both of these allegations I completely refute and find it insulting that your organisation has come to these conclusions and if this is the case then I urge you to report me to the police so they can investigate further.

Moreover I have provided you with all the information needed for you to investigate this matter correctly by answering all your questions honestly and providing you with the police details etc.

I now have all the paperwork ready to take this matter to the Financial Ombudsman however before I do so I’d like to give you the chance to re-evaluate your position.

I therefore urge you to investigate this matter further and reconsider your decision regarding compensating me for this fraud.

Please reply to me within 7 days stating and explaining your final position so that I can then arrange to take this matter further.

Regards,
Yours truly,

wallace_3

Send the letter by recorded delivery so that they cannot claim not receiving it!

lipidicman

kanjoose1 wrote:

The betting account at william hill was oponed avoer the phone using security details that would not have been known if someone only had your card details...."

"some of the disputed transactions were auth by the cv2 number on the signature strip - if you have always had your highline card in your possession then how was this known"

The cv2 number is seen by everyone who puts through a charge on your debit card. Where I used to work we took names, addresses, postcodes and phone numbers for the receipts/orders. So we had all this and a signature. A note of the cv2 number would have been easy. The bank are not clear what details though. I assume you have paraphrased the letter as these statements just dont read like the legal speak a bank would use.

You need to get all the details from the bookies and you need to report this as an ID theft to the police. If the accounts are linked to your debit card, how do they payout? There must be a paper trail....

soolin

lipidicman wrote:

I assume you have paraphrased the letter as these statements just dont read like the legal speak a bank would use.

....

I agree with that. The statement ""some of the disputed transactions were auth by the cv2 number on the signature strip - if you have always had your highline card in your possession then how was this known" " is not something I have ever seen on an official letter.

If that is exactly what the bank letter said and not a paraphrase then I would certainly take this matter further as that kind of wording must mean someone fairly junior, who doesn't understand the legal implications has drafted the letter.

Soo

louise1234_2

Sorry to hear you are having such a bad time.

Have you managed to call the bookies? It sounds as if the accounts are opened with all your details - seems strange as if the bets won, the money would either be paid back to your debit card or sent by cheque to your address. For this reason banks are very cautious with disputed betting transactions. If the accounts are in your name, the bookies should give you the details.

Where have you used your card previously? It wouldn't be hard for an unscrupulous shop assistant to copy your CVV2 number. If they also have your address, where have you given all your card details & your address? Online? Rented a car?

Hope you get it sorted soon.

lipidicman

The two posts above are very similar to what I said. It would seem others agree with me about getting info from the bookies. I have never used gambling accounts but I would guess you can trace where they would payout and this will be a big help. Also, let us know about the wording on the letters

madfrenchgirl

<<<<<<<<<<<<<<<<<<<<<<<positive Vibes>>>>>>>>>>>>>>>>>>>>>>>>>

kanjoose1

Thanks to all who replied. I've replied to the bank saying i dont accept their stance and i'm going to contact the police/bookies today. When i initially contacted the bookies they told me that an account had be set up in my name and they took all details in good faith so couldnt help and advised me to contact bank/police. Any heres the letter receoved from the fraud dept at rbs (in full).


Dear Mr xxxxx

Point of Sale Fraud Claim on a/c xxxxxxxx

I am writing with regard to the disputed transactions on your account and would like to take this opportunity to apologise for the length of time it has taken for a final decision to be reached.

As you know, we have thoroughly investigated these transactions on your behalf but have come to the decision not to reimburse you for these monies. The reasons for this decision are detailed below.

The betting account at William Hill was opened over the phone using security details that would not have been known if someone only had your card details.

Some of the disputed transactions were authorised by the CV2 number on your card (the 3 digit security number on the back of your highline card). If you have always had your card in your possession then how was this known?

In the circumstances, we would advise you to purse the matter with the Police should you choose to follow that course of action. The Bank will of course co-operate with the Authorities in any investigation.

I understand that you will be disappointed with the Bank’s decision in this matter but this is out final decision.

Yours sincerely

Xxxxxxxxxxxxx
Team Manager


This is EXACTLY what they wrote.