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benmooe

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  1. Initially i was excited about having a new bank on the high street. They market themselves as different to the others and I fell for it. Now i'm stuck in a situation that's really running me down mentally. On Tuesday, I noticed that there were a number of transactions leaving my account for a gambling site I hold an account with that I didn't authorise. I spoke to their live chat who locked my account and asked me to report the transactions to the police and my bank as it was believed to have been hacked. I report the transactions to Metro Bank as soon as i could and spoke to the local police who gave me an action fraud reference number. The employee at Metro Bank was very polite and said he would investigate as soon as he could. Because the amount of money was quite substantial, I also emailed a customer service head I have had previous contact with. A few hours later i get a call from a man at Metro Bank who says "Well, I can see you gamble often". I then tried to steer the conversation back to the fraud and he says "I can contact them, but if i find out these transactions are yours then i'll be closing your account". I agree (I mean, i didn't make these transactions and i was very clear that I had used this site in the past). I shoot an email to the customer service manager again who emails back saying he has listened to the call and he was merely informing me of the process (He didn't really inform me, it felt more like a thinly veiled accusation but ho hum). Next morning i get a call from the same guy at Metro Bank saying he had heard back from the online casino and they have my name and address (Remember, I did tell them i had opened account with them in the past). They then say they have a record of my IP address that i use for Online Banking on their system. Again, I don't dispute this. He then asks me to explain why that might be. I indicated to him again that I had opened the account in the past. He then says that it sounded like an excuse, he believed i was trying to defraud the bank so he would be closing my account. I asked him why he wasn't listening to me and to speak to a manager, His response was that he had already spoken to his manager so there was no one for me to speak to. Again, I email the customer service manager asking for an explanation, He then sends over a final response saying he agrees with the commercial decision made to close my account based on the IP match and that I had gambling transactions in the past and he couldn't think of why someone would hack a gambling site account... Now, I understand how on the surface it would seem like a quite clear cut response. Usually you would expect someone to play against the house and get the winnings back into their account. But the gambling site in question specialises in Poker. Now, There are well known cases where poker players have had their accounts hacked and funds drained from their linked cards. How they do this is by playing on a table with another player and losing bad hands on purpose to transfer the funds into another account. To safeguard against this, The sites tell you to speak to the bank and to the police so they can open a fraud investigation and also lock the funds from the poker network. I've now had to open a case with the ombudsman and i'm in a panic as i don't have any money for my rent, nor do i have a banking facility anymore. I've gone and applied for an account with another bank as an urgent action but i'm still down a lot of funds and i do not have the facility to dispute the transaction if the account has been closed. The ombudsman reckon it will take weeks/months to have any kind of response. Does anyone have any suggestion as to where i can go from here? The gambling site in question has said they would co-operate with the bank should a fraud or dispute be opened. Unfortunately i've been feeling really low and anxious as a result of the disgusting treatment i've had from their staff. They were not professional in the way they were talking to me in any way. I've tried emailing the CEO about this and they've referred me back to the final response. Not to try an make this case over emotional but the depression experienced from this experience nearly got the better of me a few nights ago so naturally i'm very reluctant to deal with it any more but i know if i don't do anything then things will get worse for me. I would strongly advise that everybody avoid using Metro Bank for these reasons but i would welcome any suggestions on what i can do to speed the process up or anything i might be missing.
  2. Ignoring it is the worst thing you can do. Have a chat with them and see if you can sort out a payment plan before you get into late payments which will make them less inclined to help you out. They have been pretty fair to me in the past so i don't see why they shouldn't be fair to you.
  3. Hi CAGgers I recently upgraded my contract on o2 with Dial a Phone to a 24 Month Blackberry package. Now o2 state i was due an upgrade on their online system so i went looking for the best deal which i found on dial-a-phones website I did the upgrade and received the phone with all the new contract details and cash-back stuff but then i got an email stating that the upgrade had not gone through and are asking me to send the phone back. Are they allowed to do this, and if i don't send the phone back what would the consequence be? Any help would be super
  4. Hi there First time poster. Long time consumer activist Recently i had virgin install their lovely services in my new house. We have been having many problems with the broadband service since installation and have had 4 technicians come out. we where paying for XL and where getting less than 1mbps speeds according to 3 speed test websites before the technicians came out and intermittent 8 - 15mbps connections after they came. Thing is i am an ex technician for a broadband company and know that cable should only differ 3 mbps from the top cap in extreme conditions and so i downgraded and to my disgust they had said there was a £1.50 difference in the bill. I have written a long angry letter giving them 15 days to respond and am awaiting a response. I shall tell you all how it goes. Anyone have any more advice on where to go from here?
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