Advice re Fraud transaction on my Abbey current account

[yubnub]

hi All,

 

I apologise if this is not the correct section to post this query.

 

My missus has recently noticed 4 transaction on her Abbey current account that have not been made nor authourized by us.

 

The only card linked to this account is a Abbey visa debit card.

 

We phoned abbey to advise them that we did not carry out these transactions. They said that they will mark them as "disputed"

 

One week later we have received aletter informing us to return the goods that were damaged/not as described and contact paypal and follow their proceedures to get the matters sorted.

 

They were baniong on about paypal when we were initially reporing the transaction which I felt was odd. We stressed to them that we do not have a paypal account.

 

i am not to sure what bit of the :

 

we have note made/placed these orders

there are no goods

we do not have a paypal account

 

they do not understand.

 

its like dealing with a brick wall - in fairness that may be a bit harsh towards the inteligence levels of brick walls.

 

Any advice on what our best cause of action is.

 

We tried phoning them to explain that they seem to have the "wrong end of the stick" and we felt the transactions were fraud.

 

they just then said "oh you will have to put it in writing"

 

i have started to pen a letter however any suggestions/legal snippeds to put in etc would be welcomed,

 

cheers

 

YUB

[rebel11]

Hi yub,

 

Didn't their system alert you?

 

Fraud Monitoring: Santander

 

I would stick to the facts and pursue it from their, send the letter to their fraud department. Once you've done that, if you get no joy report back. I think they will refund no problems. Point out that you have no Paypal account, give them permission to check.

[dx100uk]

ask to speak to their fraud section

 

dx

[yubnub]

hi both,

 

during our last call we did get them to acknolege that the transactions were fraud.

 

However they would not transfer us to the fraud dept - just the "put it in writing" line

 

generally speaking what if any comeback do we have bearing in mind this is a debit card not credit.

 

I work in retail and we get the dreaded "charge back" letters from our bank. if we can not prove in 14 days (with paper trail evidence) that the goods went to the registered address and were signed for etc we lose our money and it gets refunded.

 

this is what we want to get moving with these transactions,

 

thanks again,

 

YUB

[rebel11]

I'm thinking if you start 'charge back' they will think your carrying out a fraud, as you stated that the transactions weren't carried out by you.

 

hi both,

 

during our last call we did get them to acknolege that the transactions were fraud.

 

However they would not transfer us to the fraud dept - just the "put it in writing" line

 

generally speaking what if any comeback do we have bearing in mind this is a debit card not credit.

 

I work in retail and we get the dreaded "charge back" letters from our bank. if we can not prove in 14 days (with paper trail evidence) that the goods went to the registered address and were signed for etc we lose our money and it gets refunded.

 

this is what we want to get moving with these transactions,

 

thanks again,

 

YUB

[dx100uk]

cancel the card ! use the card cancel number on that website above.

 

 

when they ask why - tell them you have had several un-auth transactions that they are doing nothing about and you do not want anymore.

 

dx

[yubnub]

I'm thinking if you start 'charge back' they will think your carrying out a fraud, as you stated that the transactions weren't carried out by you.

 

Hi,

 

i use the term "charge back" generically as the letters at work we receive come from the "charge back" section.

 

As a retailer we are told that unless we post only to the registered card address and get a signature or we get a full pass with verified by via / secure mastercard etc then we are liable if a transaction gets queried. This is why I use that term.

 

we did not make these orders/purchases and I know that as a result the vendors concerned could not provide the relevent paperwork to satisfy abank.

 

All I want is the monies to be returned to our account

 

cheers

 

YUB

[yubnub]

cancel the card ! use the card cancel number on that website above.

 

 

when they ask why - tell them you have had several un-auth transactions that they are doing nothing about and you do not want anymore.

 

dx

 

 

Hi,

 

we did cancel it last week whilst we were on the phone reporting the transactions. The new card has arrived and is now in use,

 

thanks,

 

YUB

[dx100uk]

don't think you can charge back on debit vard?

 

ddx

[yubnub]

don't think you can charge back on debit vard?

 

ddx

 

I think you are correct,

 

Any idea what potentially happens then?

 

is my money gone?

 

cheers

 

YUB

[rebel11]

The other thing you can do is report it to the police, see if you can get a crime reference number that you can include in your letter. I think you have a fear of not being believed, but you need to get this letter off sharpish, just follow their procedures.

[dx100uk]

I think you are correct,

 

Any idea what potentially happens then?

 

is my money gone?

 

cheers

 

YUB

 

no you'll get it back

just chargeback is not an option

 

sorry

 

dx

[yubnub]

Thanks for all the input.

 

I will get the letter off to them tomorrow stating that we did not make these orders/payments,

 

Will have to see what they come back with once they have the letter with all the facts,

 

thanks again,

 

YUB