Contactless credit card stolen and used fraudulently - Natwest cancelled fraud refund

[Notjustamum10]

My wallet was stolen on the 17th June while at a local church fair. Nice, huh? At the time I hoped one of the LOs had picked it up or hidden it somewhere, but after an hour or so, after checking local bins in case someone had taken the cash and dumped the cards, I returned home and called the bank to cancel the cards.
When I called, I discovered my credit card was being used in local shops over that hour for contactless purchases just under the £30 contactless limit. I went through a series of questions with the fraud team, who then assured me that the payments would be cancelled or refunded, and I wouldn't be out of pocket.

Two weeks later, I checked my online credit card statement, and there were 11 transactions I hadn't made on my Natwest credit card. At the time I thought they may have been further purchases, not picked up during my previous call. I called the fraud team, who told me that they were the original transactions which had been 'flagged' but not noted as fraud. Again, I was put through to another department, went through a series of questions, and assured they would be refunded.

I then received my credit card statement, which shows the 11 transaction, then 11 refunds, then the transactions posted again, leaving me with £174.45 debt to pay. When I called the fraud team for the third time, they said they did not have access to the 'reasons' for these transactions being reposted, and I would have to call yet another department. I then of course got left on hold and gave up after half an hour.

My main complaints are:

1. These transactions were obviously not me - I use my credit card about 10 times a year, and I would never make multiple transactions over one hour, just under the contactless threshold, repeatedly in the same shop. Why did this not prompt a PIN request?
2. If they are suspicious about my story, as was implied by the fraud call centre on the third call, why not contact me direct, rather than just reposting the transactions 2 weeks later?
3. If contactless can be abused so easily, why can't we opt out, rather than leaving ourselves open to fraud, which the banks won't then resolve.

What else can I do other than writing to the card team and swearing never to use Natwest again?

You can opt out of having a contactless card you just need to request from the provider. Normally transactions are only reposted when there is evidence that they are genuine. I know a case were it was claimed a transaction was fraudulent but photographic evidence was provided of the person being in the location.

Thanks so much for responding - I was furious the other day, I just had to get this all down in a rant! I've calmed down now, and have written to the credit card provider outlining my complaint. Hopefully they will respond sensibly.

Its interesting what you say, for 2 reasons:

1. I was told by Nat West that I couldn't opt out of contactless. That's great news if I can. Contactless is so convenient as a debit card that you use all the time, for an occasional use credit card, I wouldn't want to risk this happening again.
2. If the card provider has a photo or other evidence of whoever it was using my card, I'd be very interested in seeing it. The wallet was stolen at a local community event, and the thought of it being somebody from that local community has been bugging me.

Thanks again.

Raise a formal complaint and then the ombudsman if no result.

I thought you could only use contactless 3/5 times a day , so how did 11 transactions go through before you cancelled .

I definitely use mine more than five times a day!

At least one of those 11 transactions happened AFTER I'd reported the card stolen (it is dated the next day) but I don't have transaction times for all the others. So as well as having failed to ask for a PIN for out-of-character spending, it looks like the card provider failed to stop the card! But I still received the replacement card a few days later. I don't understand.

Anyway complaint written and sent, will contact the ombudsman after 8 weeks if not resolved.

The date on the transaction might not mean anything - I've had transactions dated one or two days later, especially for small businesses, and at weekends. I'm not sure if it has to do with when they run a reconcile on the machine

Im no help, but I used my contactless 4 times in Asda last week, on the 4th time it was declined.

The 1st three were a drink, a snack & then school clothes.

The 4th was the Lottery.

I went out to the cashpoint to see what was wrong & it wouldnt let me have any money.

I needed petrol

I rang my bank & they said its either the bank themselves or Asda that had blocked it, in case it was stolen.

So that could happen any day I go out now I suppose? Im worried it will be blocked.

I hope you get it sorted asap OP.

Thanks all,

I sent off my letter and a few days later the transactions were refunded. Much easier than trying to speak to them on the phone!

Now I've disabled contactless on my occasional use card - courtesy of YouTube - and will be extra vigilant for thieves. . . .

Poor you Tupperware, hope you didn't run out of petrol. . .

How do you disable contactless?

I refused my contactless debit card (not NatWest) as I did not want one and I was concerned in case of theft.

There's an aerial around the card's perimeter. Simply snip a 4mm line from the edge of the card in and it will sever the aerial. Avoid the chip obv.

Oh! Thank you :)

I work on a till and the amount of people who have told me about their banks refusing to refund people fraudulent contactless payments and who have had more than the "allowed three" go through is ridiculous. I moved bank to one who will let you decline a contactless card. Absolutely if jaffajiffys tip works then I'd recommend it. Glad you got the money back OP.