Bank fraud

[littletikes27]

I was out shopping yesterday and used my card as normal, paid for parking etc.

I must have dropped my purse in between the machine and my car as when I got home I had notification from my bank saying £1500+ had been spent on Ryan air flights and I needed to authorise payment to very and Argos. I contacted my bank straight away and froze my card and waiting while they looked into it.

Today they have came back and said they'll not be reimbursing me as they can't see how it was made by a third party. I said a payment that big should have needed authorising anyway and they have now closed my account with no intention of giving me my hard earned money.

I have looked online and it says I'm covered under the payments services legislation but they don't seem to care.

Has anyone had any experience this and what can I do? 😒

It's not an AIBU sorry but I'm desperate for help

Can you not get the transaction number and phone Ryan air and see who the flights are for or pass to police as theft if they won’t tell you - flights must be tied to a name, can you use that as proof for bank it was not you ?

I have looked online and it says I'm covered under the payments services legislation but they don't seem to care

They don't have to care - all they have to do is pay

It's a well worn path for financial organisations to try a brush off in the hope you'll go away (insurance companies are especially good at this) but stick to your guns and involve the banking ombudsman if they prove stubborn

If your circumstances really are covered under the legislation, you'll get your money and the bank will get a criticism

similar happened to me a couple of yesrs ago , someone had booked travel and hotel to Copenhagen for the following day through groupon, i was reimbursed through groupon as advised by the bank.

That is absolute rubbish.

Your card was lost and someone used it to order flights. Of course it can be made by a third party - they don’t need a PIN they need your card, which they have.

1. Did you call immediately to cancel and order a new card?
2. Was this the same time as you noticed the fraud?

So essentially they’re saying they notified you of potential fraud and when you confirmed it as fraud they changed their mind and decided it was actually legitimate spending?

You need to escalate this as high as possible. I would recommend googling the CEO of your bank and emailing direct - they will just field it to a complaints team but the executive team tends to work quicker.

This is my communication with them

The response

Police? Have you gone into a branch?

I would contact Ryan air

It's one of them stupid online banks with no branch or anyone who answers the phone! I have tried with Ryan air and they said they can't do anything

Contact the Financial Ombudsman Service.

Tell them you will be contacting the ombudsman. The bank are charged approx £400 when a complaint is made, wether it is upheld or not, so it gives them a kick to do something about it.

So you called them, said I've had these notifications and I've just realised I must have dropped my purse, they are fraud, and they've just decided it isn't? Due to past spending? WTF?

Were the transactions (your last, their first) really close together? Like they might think it's impossible for you to lose your purse and them do it in that timeframe or something weird?

What bank is this? (name and shame!).
Report to police, first. This is fraud. Then FOS, as advised. Then, once you have it sorted, change banking provider as they sound shit.

Financial Ombudsman will sort this nonsense right out. They don't have the right to decide this; you say you're disputing a transaction, they freeze and investigate, they don't just shut you down.

Have to say for all the years I've banked with Lloyds their fraud department have been amazing; they've always righted any wrongs in just a few minutes of me calling them. Once you've resolved this find a new bank for sure.

That's ridiculous. The same happened to me last week and my bank blocked my card after the first transaction, called me immediately, and the money was back in my account by the end of the following day.

(Bank of Scotland). I can't fault them.

Are you in the UK? If so, have a read of this which clearly explains your rights, the bank (if they’re in the UK) are talking rubbish!

www.fca.org.uk/consumers/unauthorised-payments-account

Make a show of them on social media.
Also good advice about the Ombudsman.
I’d also be changing banks as well. Seeing as they clearly don’t give a shiny shit about their customers.

Try the bank again and say specifically you would like them to initiate a chargeback as it is an unauthorized payment. If they refuse (and I don't think they will) you have a much stronger complaint.

So the Very and Argos transactions needed authorisation, the app told you about that and at that point you contacted the bank to dispute the transactions. Those two transactions I presume were not authorised.
So it is the Ryan Air transaction that is in dispute. £1500 paid via a debit card (I'm guessing) and it did not flag up on the bank app requesting authorisation... that's a bit odd isn't it? Do you regularly fly with Ryan Air and buy tickets of that value?

Is it normal to use “chat” with a bank like this and for them to use emojis?

OP raise an official complaint, request a DSAR and take to the ombudsman.

The reasons you might be rejected for fraud is if it was a chip and pin transaction and they can tell it's not a cloned card, or if the transactions were made from your normal iip address (yes they can check this).

They have to tell the ombudsman their reasons for rejection. If they're closing your account it sounds like they're confident it's 1st party fraud. Be aware in that case they'll apply a cifas marker on your credit report which will show up on background checks

I would report it to the police. My parents were the victim of card fraud some years ago (to the tune of £8000). The bank HSBC wanted a crime number to pursue it.

They did fully reimburse though.