@asklloydsbank Lloyds account fraud and unfair penalty charges

[hunterj1957]

Hi.

I would like some help please. My daughter has had seen payment taken from her account by companies who she has never had dealings with. She complained to the bank and they told her that

1: All Direct debits would be cancelled.

2: She would be refunded the money for fraudulent use.

3: Any charges would be waived for matters arising from this.

 

Unsurprisingly they lied.

 

We believe that somebody hacked/stole details and put them on a loan companies search website. My daughter does not use loans as she has me as her loan facility if needed. The bank subsequent to this destroyed my daughters card and issued another.

 

Then we were told that they were going to claw back approx £140 of the fraudulent transactions. They then bounced a DD TV Licence (after informing us they had cancelled them all) So this took her overdrawn and they apply a penalty charge of £10 per day. They have now authorised another £140 (of fraudulent payments) on this account.

My daughter is a single parent with 2 Children living on DLA and benefits and housing allowance all of which the bank is either paying to fraudsters or gobbling up in charges.

Assistance would be greatly be appreciated

[hunterj1957]

Hi.

I would like some help please. My daughter has had seen payment taken from her account by companies who she has never had dealings with. She complained to the bank and they told her that

1: All Direct debits would be cancelled.

2: She would be refunded the money for fraudulent use.

3: Any charges would be waived for matters arising from this.

 

Unsurprisingly they lied.

 

We believe that somebody hacked/stole details and put them on a loan companies search website.

 

 

My daughter does not use loans as she has me as her loan facility if needed.

The bank subsequent to this destroyed my daughters card and issued another.

 

Then we were told that they were going to claw back approx £140 of the fraudulent transactions.

 

 

They then bounced a DD TV Licence (after informing us they had cancelled them all)

 

 

So this took her overdrawn and they apply a penalty charge of £10 per day.

 

 

They have now authorised another £140 (of fraudulent payments) on this account.

 

My daughter is a single parent with 2 Children living on DLA and benefits and housing allowance

all of which the bank is either paying to fraudsters or gobbling up in charges.

 

Assistance would be greatly be appreciated

[dx100uk]

recontact tge fraud dept

 

 

get them to cancel ALL CPA's

 

 

destroying the card does not work!!

 

 

the CPA still goes through

 

 

and refund the charges as a result of their failing

 

 

 

 

GENERAL NOTES ON CHARGEBACK & Continuous Payment Authority & BACS

.....

We have been telling people to put a letter into their bank instructing them

not to make any payments under any circumstances to these companies

.

http://whatconsumer.co.uk/visa-debit-chargeback/- it works!

usually this should be done using the number on your debit card

.

banks MUST follow written intructions from their customers !

.

This fsa guide has now been updated:

.

http://www.fsa.gov.uk/static/pubs/consumer_info/know_your_rights_guide.pdf

http://www.fca.org.uk/news/continuous-payment-authorities-your-right-to-cancel

.

Here's the text:

.

Cancelling a regular

card payment:

.

When you give your credit or debit card details to a company and authorise them to take regular payments from your account,

such as for a gym membership or magazine subscription,

it is known as a ‘recurring transaction’ or ‘continuous payment authority’.

.

These are often confused with direct debits, but do not offer the same guarantee if the amount or date of the payment changes.

.

In most cases, regular payments can be cancelled by telling the company taking the payments.

.

However,

you have the right to cancel them directly with your bank or card issuer by telling it that you have stopped permission for the payments.

Your bank or card issuer must then stop them – it has no right to insist that you agree this first with the company taking the payments.

.

Be aware, though, that you will still be responsible for paying any money that you owe.

and that CANELLING YOUR CARD WILL NOT STOP THE CPA

.

..

.

New june 2013

.

Regulator orders Banks and mutuals to review complaints about not cancelling recurring payments from November 2009.

.

Consumers who have set up a regular payment from their account will now be able to successfully cancel that arrangement

by contacting their card provider, the Financial Conduct Authority said.

.

The FCA has been examining how easy it is for customers to cancel Continuous Payment Authorities (CPAs)

due either to payday lendersicon or for other regular payments such as subscriptions or gymicon memberships.

.

CPAs, which are also commonly called recurring transactions or recurring payments,

are relatively easy to set up but can be hard to cancel, causing problems for consumers trying to manage their finances,the FCA said.

.

Now, following the FCA review of how the largest high street banks and mutuals process requests to cancel CPAs, they have agreed that they will ensure that when

a customer asks for a recurring payment to end, that will be sufficient to cancel the arrangement. They have also confirmed that should a payment go through by

mistake following cancellation by a customer the customer will be refunded immediately.

.

In addition to securing this commitment, the largest banks and mutuals have agreed to review every individual complaint they have received about the non-

cancellation of a CPA and to pay redress where payments have continued to be made despite the customer cancelling the arrangement. This applies to all complaints

since November 2009 when the Financial Services Authority, the FCA’s predecessor, began regulating banking conduct.

.

Clive Adamson, the FCA’s director of supervision, said: “It’s important that consumers are confident that banks are meeting their everyday banking needs. Today

customers can be confident that when they ask for a Continuous Payment Authority to be cancelled – it will be cancelled - and that it can be done easily.

.

“We recognise that historically this is an area where some customers have struggled but the banks and mutuals have responded positively to our work on this issue.

From now on we expect them to be getting this right. In addition, they have committed to review past complaints.”

.

.

Also mentioned your displeasure that as whomever took your money had obviously attempted this many times

probably activating your banks own anti fraud software - nobody had the decency to inform my you this was going on.?

.

.In the FSA's own words:

.

..

What should I do about a payment from my account that I didn’t authorise?

.

Your bank must refund an unauthorised transaction.

Money can only be taken from your account if you have authorised the transaction

or if your bank can prove you were at fault –

.

see below.

Contact your bank immediately if you notice an unauthorised payment from your account.

.

If you are sure you did not authorise the payment, you can claim a refund.

.

However, your bank does not have to refund you if you do not tell it about the payment until 13 months

or more after the date it left your account.

.

Your bank must refund an unauthorised transaction

.

------------------

.

Your bank may only refuse a refund for an unauthorised transaction if:

.

? it can prove you authorised the transaction

– though your bank cannot simply say that use of your password,

card and PIN proves you authorised a payment; or

.

? it can prove you are at fault because you acted fraudulently,

or because you deliberately,

or with gross negligence, failed to protect the details of your card, PIN or password in a way that allowed the transaction

.

-----------------------

.

How quickly must my bank refund me for an unauthorised transaction?

.

The bank must make the refund immediately unless it has evidence that one of the above reasons applies.

Your bank may ask you to answer some questions and fill out a form confirming what has happened,

but it cannot delay your refund while it waits for you to return the form.

If the bank has evidence that one of the above reasons for refusing a refund applies,

it may investigate before making a refund

but must look into it as quickly as possible.

If your bank rejects your claim for a refund it should explain why.

If the transaction was on a credit card, the refund may not happen immediately.

But the card issuer cannot charge interest or ask for repayment of the amount unless it can prove you are liable to pay

[hunterj1957]

Hi Thanks for the pointers so far. In to visit the bank soon and I will update later.

[2Grumpy]

You have to be very assertive with banks in general & Lloyds in particular to force them to do what they they should do. They should (and can) do all of this instantly so don't settle for "later"

 

Lloyds seem very reluctant to refund charges so be very insistent that they do so - and watch out for charges in future months too