Found someone has/is committing CPA fraud after gaining my Debit Card Details

[elainecll]

I need help and advice, last year Nov until FEB 2021, my email being hacked by someone who stay in east Sussex (provided by one of dealer) , this hacker keep using my google pay done lot of unauthorises transaction.

 

I have already mentioned that the problems came to light in November of last year, as when I was out shopping I found out my card had been suspended by HSBC. I was then contacted by the bank informing me that the account had been hacked, so HSBC then issued to me a replacement card.

 

The next day I went to the local branch of HSBC and printed out a statement for the last few months. On this statement were a lot of unauthorised payments, mostly from Google Play, YouTube , Amazon , 02 and eBay. I have checked my payment history on eBay and some of the payments on the banks statement are not shown on my eBay history, but it does prove they were not made by me as it is not possible to alter the eBay purchase history.

 

I did ask for advice from the fraud team at HSBC about the balance in my account, but the team member said to leave it as it would be safe. However, the problems continued despite the assurances.

 

The problems seemed to have started from my son playing Pokemon games on his android mobile. This was the only game I allowed him to play on the phone and I always checked to make sure he wasn’t playing other games on it. He did mention that his Gmail account had been hacked, so I changed the password several times.

 

After the bank card had been replaced for the second time, I deleted all methods of payment in Gmail and changed from android mobile phone to Apple phone for my son to play Pokemon. Despite doing that, unauthorised payments were still being made from my account, even though details of my new card were supposedly unavailable.....the statements from December 2020 to February 2021 show this.

 

Now my questions are

 

1. I requested Google Play direct debit to be terminated in January of 2021. I spoke to 2 different HSBC fraud team members (in India) on two separate phone conversations and both rejected the request as they said the system could not be changed by ANYONE. When I went to the local HSBC, the staff in branch said I was able to cancel ANY direct Debit. Why is the Local bank and the fraud team giving out conflicting information?

 

2. After I had renewed the card for the 3^rd time, I logged in to Gmail and found something very odd. Despite there being no details on line for my new card, I saw an email showing all my bank details, but when I refreshed the screen the email had disappeared. Without any information of the new card, the hacker or hackers have still been able to continue with unauthorised transactions, even using contactless for 02 top-ups. I have confirmed with the Google Play fraud team that the Google Play payments had been cancelled since January 2021.How is it possible for any transactions to continue (including contactless) when previous cards have been cancelled and with no knowledge of the current card details?

 

Although the banker manage refund back 2/3 of my money but yet is unfair to me, I did report to the police about the hacker but police doesnt seen done anything about my case, and due to HSBC no reply and feedback, therefore I base on the bank statement contact every dealer rise up and given them the letter to prove my current situation,  which the transaction are unauthorised payment.

 

Now I manage to trace back the balance 1/3 money from the dealer by my own and got confirmation via email, but NOW is the banker refuse refund 1/3 back to me, please tell me what I can do?

 

 

 

[unclebulgaria67]

Register an official complaint with HSBC advising that if they don't resolve, you will ask the FOS to look at your complaint.

 

https://www.hsbc.co.uk/help/feedback-and-complaints/

 

Because this is going to be very complicated, you need HSBC complaints to examine what has happpened and consider this carefully.  If HSBC do not resolve to your satisfaction, then involving the FOS would be the best option.  You cannot go to the FOS without allowing HSBC the chance to review your complaint.

[elainecll]

I did sent the letter to them, is same thing i wrote in here, they keep silence to me no feedback at all, even i called the fraud team, different people said different things, and most answering phone call are Indian got communication problem as well, 

[dx100uk]

your issue is nothing to do with your debit cards now, it's called CPA - Continuous Payment Authority, 

once a CPA is set up using a valid card with the last 3 digits of the CVV on it's back it remains active until YOU cancel it regardless to a change of card.

 

you need to contact HSBC and demand they cancel ALL existing CPA's and not to allow any further CPA's without your WRITTEN authority.

 

you have used the word 'dealer' several times, i can see english is not your 1st language, but i can't workout what you mean by using the word dealer.

 

dx

 

 

On 16/03/2021 at 22:29, elainecll said:

The problems seemed to have started from my son playing Pokemon games on his android mobile.

also please explain how you think this is the case?

your CVV number would not be available via this medium. 

[The GodMother]

12 hours ago, dx100uk said:

also please explain how you think this is the case?

your CVV number would not be available via this medium. 

Hello All. 

Well look at this one of my specialist subjects Pokemon. I am going to guess you mean Pokemon go as that is the main one you can play on Android. As a player, we have 6 accounts in the house hold, then l have a little bit of knowledge on this.

 

The way you pay for things like upgrades to your pokemon storage upgrade of your pokemon items bag and items is via PokeCoins. These coins can be brought in the game shop.

 

There are a few ways you can get these coins. 

1) Earn them by placing your pokemon in a gym of your teams colour. You get 1 coin per 10 minutes in a gym up to 50 coins a day or 8 hours 20 minutes roughly. 

 

2) Google opinion rewards. this is a app that pays you for your opinion. you get surveys regarding shopping locations and other things then they give u money you can spend on google items like games movies in game purchases. 

 

3) Buy a google play card and put it on the account these are available from lots of places. These are like gift cards. You activate them and then you scratch the code off on the back and go from there. Tho you can buy them on ebay and other key code places eg CDkeys. Mr Keys Shop.

 

4) Link your bank/ credit card. I have done this and no you dont need to add you CVV number each time. They add it to your google Play account. Can be removed easily l have found but that was when the card had expired.

 

5) A pay safe card not heard of these so cant comment. 

 

6) vodafone billing. This is vodafone customers. My partner has done this. It adds the amount to your contract bill or takes from your credit. easy to set up. I will assume that other phone operators has this system but l have not asked the go groups.

 

7) Paypal.  I have done this and took a couple of minutes but requires no further permissions. This works the same way as other PP linked payments. 

 

You can, as l have, is put a password on when you pay via any of the 4-7 methods. This is voluntary and has to be done in the settings. 

[elainecll]

HSBC no reply to me at all, even i told the fraud team the time i given to them but yet still no reply at all 

 

how i can contact FOS? can u tell me pls

[honeybee13]

How long is it since you complained to HSBC please? The Financial Ombudsman will only get involved if you haven't had a solution after eight weeks.

 

https://www.financial-ombudsman.org.uk/consumers/how-to-complain

 

HB

[dx100uk]

and you need to answer the questions asked earlier too 1st

[elainecll]

1 hour ago, honeybee13 said:

How long is it since you complained to HSBC please? The Financial Ombudsman will only get involved if you haven't had a solution after eight weeks.

 

https://www.financial-ombudsman.org.uk/consumers/how-to-complain

 

HB

 

 

this happened since last year Nov and i found out is on JAN cos bank suspended my card then came to know my bank account being hacked, although on last DEC I got some refund, but JAN and FEB i havent got any refund, I called many times to the fraud team but they just entertain me and  send me letter said no more refund can be do, is really unfair to me, 

[honeybee13]

 When did you start complaining please?

 

HB

[elainecll]

i start complain seen Jan 2020 until now

 

i allow my son play pokemon, and every time he will ask me if he want to buy coin, now just because someone hacked his gmail then it happened,

 

 In Jan I already changed 4 times cards, if the problem comes from me, is it impossible, the last card haven't active but already got some transaction going on, they said they cant stop direct debit, the system doesn't allow them to do that

[dx100uk]

it is not a direct debit , it is a continuous payment authority set up using the original card when it was still active.

you need to demand from HSBC that they must cancel and refund ALL CPA's against the bank account.

cancelling or getting a new card does NOT cancel any CPA's .

 

Continuous payment authorities (financial-ombudsman.org.uk)

 

 

[elainecll]

I really dont know how the bank system work, and i dont know much about the process of bank.  but today i rang to FOS and discuss my situation to adviser, she say if the bank until next month no reply she will take the action, due i got all the evidence with me, and i high light 4 points about the bank.

 

1. got 2 purchase are over 100 pound but no OTP provide to me to warn

2. the fraud agent advise me that my money are secure in the bank no need draw out

3. the fraud agents said they cant stop the direct debit cos the system not allow

4. the debit card havent active and no payment method in google pay but still seen transaction going on

 

basic on the above mystery questions, i got 4 cards in a month the banker also say is mystery why, how , when it happened?! only the banker and the hacker know 

[dx100uk]

42 minutes ago, elainecll said:

it is done via a continuous payment authority

read the last link i posted.

 

dx

[elainecll]

thx u

 

i know what to do not thx u

[dx100uk]

let us know how you get on.

simply DEMAND that HSBC  cancel and REFUND all CPA's since date xxxx (you work out the date all this fraudulent use started).

they MUST under FCA rules as it is the result of ID Fraud.

 

dx

 

[elainecll]

finger cross, FOS said have to wait until next month see any reply from HSBC, and i still shortage around 1000 pound so see what is next

[dx100uk]

no.

have you done a CPA reclaim?

 

 

[elainecll]

u mean from bank? if yes, i only send appealing letter to them

 

the bank only refund mostly on NOV until mid of DEC, so from end DEC until feb also partly, so still shortage 1000 pound.

[dx100uk]

just type no need to keep hitting quote........

 

you don't write you pick up the phone and use your banks telebanking line and get them reclaimed and cancelled.

you didn't and still don't (really) know you had CPA's so the bank most certainly wouldn't have ever bothered to refund them as you didn't know they even existed nor what they were to complain about in your 'appealing letter' to them

 

 

 

 

[elainecll]

i done everything now just wait

[honeybee13]

Have you asked for CPAs from your account to be cancelled?

 

If you're waiting for the FOS to act, it will be a wait of many months.

 

HB

[elainecll]

the banker said the system no allow them to do it. so i cant do anything but i remove all direct debit on google pay 

[dx100uk]

not allow them to do what?

 

dx

 

[elainecll]

not allow to stop any direct debit