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Original poster

Fraud - Halifax won't do anything

39 replies

holidays75 · 04/07/2022 20:58

I had a message from Halifax this morning about some fraudulent transactions. I contacted them and they stopped most of the transactions and cancelled the card. However there is a transaction for Premier Inn in Leicester which they said they can not refund as they have proof it was authorised on my mobile phone. How can this be possible ? Premier Inn said they can't do anything as they don't have a booking on my name or a reference number. I have not approved any transaction on my mobile phone or done any bookings with Premier Inn.

What do I do? They said I need to speak to the Financial Service Officer.

OP posts:
AllThatFancyPaintsAsFair · 04/07/2022 21:47

Could your phone have been cloned I some way. I assume they mean that they sent a cde to your phone that was used to approve the payment for the room

Might be worth trying to check that

ChagSameachDoreen · 04/07/2022 21:56

The staff are all probably busy closing people's accounts after the pronoun debacle last week!

Original poster
holidays75 · 04/07/2022 21:57

Thanks. I am completely at a loss and concerned. Not sure what to do. They said it was either done or authorised in one of my devices, after pressuring they said my iPhone. What do I do? change my mobile phone?. I don't have any messages from Premier Inn. How do i check if my phone has been cloned?

OP posts:
SouthOfFrance · 04/07/2022 21:59

Ask them to send you the proof.

AllThatFancyPaintsAsFair · 04/07/2022 22:00

That's interesting, how can they tell what type of phone you have? Was it definitely halfax you were speaking to

nancy75 · 04/07/2022 22:02

AllThatFancyPaintsAsFair · 04/07/2022 22:00

That's interesting, how can they tell what type of phone you have? Was it definitely halfax you were speaking to

Possibly if they can see her app they can see if it’s Apple or android - or there is a record somewhere of what app was downloaded

AllThatFancyPaintsAsFair · 04/07/2022 22:05

nancy75 · 04/07/2022 22:02

Possibly if they can see her app they can see if it’s Apple or android - or there is a record somewhere of what app was downloaded

Show quote history

However they do it it makes me a bit uncomfortable that a random bank employee would be able to tell what phone I have, I'm not sure why but it's a bit Big Brother for my liking

roses2 · 04/07/2022 22:10

Sim cloning is a thing - it's possible someone duped your sim, got your card details and made some transactions and intercepted the sms authentication. It is more common than people think (its called sim swap fraud).

Follow the dispute process, escalate to the ombudsman and hopefully you'll get your money back although it may take a little while whilst they investigate.

Original poster
holidays75 · 04/07/2022 22:11

I am very worried. What if my phone has been cloned?. I did left my phone unattended at a friend's house for a few hours and there were some other people there. The bank said they recognised the IP (something like that). It was definitely Halifax, they have stopped the other transactions and cancelled the card but not this one.

OP posts:
AllThatFancyPaintsAsFair · 04/07/2022 22:19

It's unlikely that anyone could do it by just by having access to your phone as they''d need to know your phone lock code and your bank log in details to get as far as setting up an unauthorised payment

It isnt going to be an opportunistic type crime, SIM fraud is organised

Maybe ring your network provider and see if anything has been changed on your account

Original poster
holidays75 · 04/07/2022 22:25

All I can think is that it may have been SIM cloning. I left my handbag unattended a friend's house for a few hours and there were lots of other people there that I didn't know

How do I protect myself going forward? do I change my SIM card, mobile phone? Just concerned that they have access to other personal information.

OP posts:
messybutfun · 04/07/2022 22:38

I don’t think you can have two phones on the same number so if you can still make calls your SIM has not been cloned.

AllThatFancyPaintsAsFair · 04/07/2022 22:43

holidays75 · 04/07/2022 22:25

All I can think is that it may have been SIM cloning. I left my handbag unattended a friend's house for a few hours and there were lots of other people there that I didn't know

How do I protect myself going forward? do I change my SIM card, mobile phone? Just concerned that they have access to other personal information.

I wouldn't worry too much about that as even if they physically had your phone they couldnt do anything without the pass code. At least I assume that iphones don't allow that, I have an android phone and the only thing someone could do is male an emergency call

TroublesomeLuck · 04/07/2022 22:45

Have you checked which number supposedly authorised the transaction? My friend's account was recently hacked and it turned out the fraudsters had managed to register another mobile phone to the account.... then the transaction was approved via the new mobile phone no (is just incredible this was allowed to happen quite honestly)

Original poster
holidays75 · 04/07/2022 22:52

The bank insisted the transaction was approved on my device (iphone) and for that reason they won't cancel it or refund it and to speak to Premier Inn; I spoke to 3 people. Premier Inn said they can not do anything without a booking reference.

I am totally lost.

OP posts:
detectora · 04/07/2022 22:58

holidays75 · 04/07/2022 22:25

All I can think is that it may have been SIM cloning. I left my handbag unattended a friend's house for a few hours and there were lots of other people there that I didn't know

How do I protect myself going forward? do I change my SIM card, mobile phone? Just concerned that they have access to other personal information.

Was your bank card in your handbag too?

takeitandleaveit · 04/07/2022 23:01

Phone the police and report the fraud to them. Get a crime reference number, and contact Premier Inn head office, explain that you can't give a booking reference because it wasn't you, and tell them the crime number. That might make them at least look at their records. Halifax likewise. That's a start.

AllThatFancyPaintsAsFair · 04/07/2022 23:02

holidays75 · 04/07/2022 22:52

The bank insisted the transaction was approved on my device (iphone) and for that reason they won't cancel it or refund it and to speak to Premier Inn; I spoke to 3 people. Premier Inn said they can not do anything without a booking reference.

I am totally lost.

Were they able to tell you the date and time it was approved, that would rule in or out someone somehow passing both the phone ad back security while your phone was unattended although I still say it's impossible to do both those things, the FBI can't even get access to iPhones, how could an ordinary pern do it?

tommika · 04/07/2022 23:29

More importantly, have the Halifax review all you your devices, phone numbers, email addresses etc that they have against your account / apps, and log them out.
If there is a rogue phone/app that can authenticate payments then it could still be out there.

Also change your passwords, log out & back in to your banking app etc

Check for fingerprint / facial authorisation and the PIN on your phone.
Reset them

(For example with fingerprint recognition you can add multiple fingers, if someone had gained access or had your password / pin then they could add their own fingerprint as well as yours)

Original poster
holidays75 · 05/07/2022 02:48

Thanks for all the advice. I will call the police and report the fraud. I will also call the bank to get the phone number that authorised the transaction and the time. They have not been very helpful with this transaction.

I don't use the APP, Just online banking. I don't have finger print setups, just a passcode which I have changed.

My wallet with my cards and phone were in my handbag when I left it unattended at my friend's house.

OP posts:
Dic · 05/07/2022 06:41

Sounds like someone used your phone when you left it at your friend's house then.

AllThatFancyPaintsAsFair · 05/07/2022 09:28

Dic · 05/07/2022 06:41

Sounds like someone used your phone when you left it at your friend's house then.

It really doesn't unless the OP told them her pass code and if she'd done that she wouldn't be posting in puzzlement here

It's more likely that someone took the card and used it online but what Halifax are saying doesnt fit with that if the transaction was approved via the phone

Keep asking them @holidays75 for a much detail as they can give you

Ariela · 05/07/2022 09:35

Put it in writing to Halifax.
Also put it in writing to Premier Inn the date and time of the transaction and say it was fraudulent.
Can you find out what you were doing and where you were on the date at the time of the transaction?

whydoesithurtsomuch · 05/07/2022 09:36

Hacking your number without access to your phone is a thing. My credit card was hacked and they hijacked my phone too, loads of transactions that needed two step verification were approved. My credit card provider said it's becoming more and more of a thing. They told me to contact my phone provider immediately and O2 told me my only option was to change my number. I wouldn't take this lying down from Halifax. They must be aware of this type of fraud.

Original poster
holidays75 · 05/07/2022 10:14

Thanks all. I can't believe HALIFAX has been so unhelpful. Another thing that is strange is that when I called them they said my phone is no recognised and I have to type the phone number. It is all very strange and will take some time investigating. I think I need to change my phone number

OP posts: