How long do I have to make an unauthorized transaction claim ?

Mimi230 · 22 August 2019 at 4:04AM

Hiya,
Well i'm really confused right know and I was hoping I could get some help here.
I have an HSBC account with a debit card and I've reported 2 unauthorized transactions to a company that sell flights, trains and buses tickets.
HSBC says I shoud have complain within 120 days to get a refund.
I've made some research online and HSBC terms and conditions says that I have 13 months to report an unauthorized transaction but on another website I found that the chargeback scheme that offers certain bank has a time limit of 120 days.
So i'm really confused here, which one apply to my situation ?

Thank in advance for your help

[Deleted User] · 22 August 2019 at 6:35AM

If HSBC state you must report it in a set timescale then that's what must be done. Why on earth would it take 13 months to pick up the phone?

https://www.which.co.uk/consumer-rights/advice/how-do-i-use-chargeback

Chino · 22 August 2019 at 9:32AM

Mimi230 wrote: »

HSBC says I shoud have complain within 120 days to get a refund.

This timescale likely relates to chargeback rules which aren't relevant here.

The point is that on two occasions your bank has debited your account without your authorisation (I'm assuming this isn't a simple case of buyer's remorse). You want your bank to refund these monies. Whether the bank can use chargeback rules to reclaim the money itself is the bank's concern, not yours.

You need to raise a complaint with your bank about its refusal to refund these unauthorised payments from your account - and then likely pursue this complaint through the Financial Ombudsman Service. And, in future, check your statements much more regularly.

[Deleted User] · 22 August 2019 at 9:55AM

Why are you voluntarily wanting to drag this out?

Just get it done...

wild666 · 22 August 2019 at 10:07AM

I regularly check my account, 4 times a week at least, I know all my transactions, I contact the bank if there is a transaction I don't know, asking what it was for, these transactions are normally not cleared by my account as they are current balance and available balance. I had two transaction stopped a few years ago, someone tried to add credit to their 02 phone in quick succession I logged in and queried the transactions and had them stopped within hours of the transaction being made.

Keep a regular check on the account balance and available balance then you will spot any transactions that you have not authorised, the sooner it is spotted the more likely you won't lose the money.

CityLite · 22 August 2019 at 10:08AM

Mimi230 wrote: »

Hiya,
Well i'm really confused right know and I was hoping I could get some help here.
I have an HSBC account with a debit card and I've reported 2 unauthorized transactions to a company that sell flights, trains and buses tickets.
HSBC says I shoud have complain within 120 days to get a refund.
I've made some research online and HSBC terms and conditions says that I have 13 months to report an unauthorized transaction but on another website I found that the chargeback scheme that offers certain bank has a time limit of 120 days.
So i'm really confused here, which one apply to my situation ?

Thank in advance for your help

An unauthorised transaction is not the same as a chargeback

If you have noticed an unauthorised transaction on your account, you should notify the card issuer as soon as possible (why wouldn't you? :huh:)

Of course, in many instances, you may not spot the unauthorised transaction until you receive the statement on which it is included.

Mimi230 · 22 August 2019 at 10:49AM

Thanks to @CityLite and @Chino for your constructive reply.
I will try to contact HSBC again and if it doesn't work i'll make a complain.

To reply to some I usually check my account often but these two transactions were made at a time when I was heavily pregnant and when baby arrived well I just didn't get the time to check my account properly.

Ergates · 22 August 2019 at 11:12AM

Mimi230 wrote: »

Hiya,
Well i'm really confused right know and I was hoping I could get some help here.
I have an HSBC account with a debit card and I've reported 2 unauthorized transactions to a company that sell flights, trains and buses tickets.
HSBC says I shoud have complain within 120 days to get a refund.
I've made some research online and HSBC terms and conditions says that I have 13 months to report an unauthorized transaction but on another website I found that the chargeback scheme that offers certain bank has a time limit of 120 days.
So i'm really confused here, which one apply to my situation ?

Thank in advance for your help

Whilst both are correct - you have 13 months to report an unauthorised transaction and 120 days to initiate a chargeback - you only need to worry about the 13 month limit, as chargeback isn't the only way to refund an unauthorised transaction.

Short version: You have 13 months.

Ergates · 22 August 2019 at 11:17AM

wild666 wrote: »

I regularly check my account, 4 times a week at least, I know all my transactions......

Keep a regular check on the account balance and available balance then you will spot any transactions that you have not authorised, the sooner it is spotted the more likely you won't lose the money.

That's good for you if that's how you like to operate your account, however you must realise that this isn't what most people do. What's more, people shouldn't *have* to keep checking their account nearly every day.

Ergates · 22 August 2019 at 11:18AM

!!! wrote: »

Why are you voluntarily wanting to drag this out?

Just get it done...

Pretty clear the OP isn't trying to drag things out, but has only noticed the transactions once the 120 day period has passed and is thus concerned that they may not be able to get a refund.

eco_warrior · 22 August 2019 at 5:38PM

Ergates wrote: »

Whilst both are correct - you have 13 months to report an unauthorised transaction and 120 days to initiate a chargeback - you only need to worry about the 13 month limit, as chargeback isn't the only way to refund an unauthorised transaction.

Short version: You have 13 months.

I would disagree slightly. While you are completely correct about the 13 months in my experience its a easier/smoother process for a customer (and bank) to deal with a fraud claim within the chargeback timeframe. A customer would likely be subject to a lot more questioning the longer it was left, although hopefully, the correct/same outcome would be reached.

Just my 2 cents

How long do I have to make an unauthorized transaction claim ?

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