Card Fraud

[Lori85]

Hi,

 

Hopefully somebody can help advise what I should do.

 

On Friday I noticed the balance of my fairly new Nationwide account was massively low. I was at a cashpoint at the time so immediately rang them. I was told a lot of transactions had gone out over a 7 day period, totaling just over £600, to a betting company. I told them I had not made these and never heard of the company. The adviser said she would fill out a form and this would be investigated and I should maybe contact the company myself. I've tried to contact the company with no luck as they can't find the account and refer me back to the bank.

 

I've waited and today I come home to find a letter from Nationwide with the following:

 

Cancelling a transaction set up directly with the merchant concerned without the involvement of your bank differs from cancelling other payments.

 

Nationwide can request the merchant do not take any further transactions however we recommend that you contact them directly to inform them that you have withdrawn your consent for the recurring payment.

 

What on earth are they going on about, I have never been involved or set up any payment with this company.

 

The department I need to speak to are closed at the moment so if anybody could offer any advise I would be grateful, this money is for food etc until I get paid again, I don't know what to do.

[Klandestine]

There seems to have been a mis-understanding between you and whoever you spoke to.

 

Which number did you call Nationwide on?

 

And which is the department that is closed?

[rebel11]

Hi Lori85

 

Welcome to CAG

 

Once you've spoken to Nationwide let us know what they say. It's sounds like they are sending mixed messages.

[Lori85]

Hi,

 

I called them first thing this morning, just the normal customer services.

 

He said he would fill out a form which goes to head office and I would hear within 5 working days.

 

Good job I get paid this week!

[rebel11]

Hi Lori85

 

Write a Formal Letter of Complaint mark it as such, explain what's happened, how they have let you down and what you want them to do.

 

Send it to:-

 

Mr Graham Beale

Chief Executive

Nationwide Building Society

gjbeale2@nationwide.co.uk

[Klandestine]

Hi,

 

I called them first thing this morning, just the normal customer services.

 

He said he would fill out a form which goes to head office and I would hear within 5 working days.

 

Good job I get paid this week!

 

It sounds as though the advisor you spoke to initially has misunderstood what your issue was and has requested for a continuous payment authority (CPA) to be cancelled. This is for situations where you have authorised a payment or series of payments to a company but you later want to withdraw that consent.

 

It is my understanding that the procedure for the advisors when cancelling CPAs is to fill out a form which then gets processed internally. This does seem to fit in with your situation.

 

Instead, I would now call the number they advise on their website for reporting fraudulent card transactions: 08457778833 OR 01793 656789

 

(http://www.nationwide.co.uk/support/security-centre/fraud-awareness/card-fraud)