Unauthorised Charge

[JD12]

Hello

 

I in bit of a pickle.

 

I have been recently buying some credit from a gaming company through the use of debit card online about..

. 6 times now and

my last transaction was on the 8th of July.

 

Now, everything was fine and dandy UNTIL the 10th of July,

 

I was charged £9.99 out of no where by the gaming company which I never authorised.

 

Now, this was very unexpected, if I did not notice this in time,

I could have been billed £30 or more,

by my bank due to insufficient amount of money in my account after the charge

(gym membership payment every month, £14.99 every 20th of each month,

£2.05p was left after the the unauthorised charge)

but luckly I checked my transaction and was able to deposit enough money.

 

I contacted the company (through emailing/tickets) about this and they said that:

" Your last transaction was on the 8th of July, we have not received any payment from then".

 

I showed them the screenshot of the charge from my statement and explained to them (2 replies in 1 month )

"If my last transaction was on the 8th of july... WHY WAS I CHARGED £9.99 on the 10th of JULY?".

 

=Now they said that they had no record of the transaction.

..not a trace from their system on their side so they told me to cancel and ask for refund from bank (santander)

 

I called, they said that I was unable to "dispute" the charge due to the fact that:

A: It was an Unathorised Charge B:

It could not have been fraud and the lack of information they had etc.

 

So in summary.. I'm kinda stuck here... could anyone give me some advise on what to do next or tips?

 

I thought it was fraud but... my card is like 5 months new...and this is the first time it has happened...and its just £9.99, and I'm smart to make sure my account and card is safe from people... and iv only used it Online like 8-9 times. 2 was Amazon rest was gaming company. Of course I should not waver the chances of fraud but I do highly doubt it.

Edited August 15, 2014 by JD12

[JD12]

And i just noticed I posted in the wrong place, Haha, sorry about that, i had a look around read some of the essential posts rules etc. but did not see the "New then please read this":roll: . Well was not really sure where to put it, sorry if it's in the wrong place >.<. and good day to everyone src="%7B___base_url___%7D/uploads/emoticons/biggrin.png.5167daaf573d49627fc1ccb2696efc39.png" alt=":D">.

[dx100uk]

no bother

 

so this is in regards to an online gaming site

levying un-authorised payments

that are not in their T&C's?

 

dx

[rebel11]

Thread moved to correct forum.

[renegadeimp]

Check to see what the transaction id was. Maybe someone else has access to the card details.

[JD12]

no bother

 

so this is in regards to an online gaming site

levying un-authorised payments

that are not in their T&C's?

dx

 

Check to see what the transaction id was. Maybe someone else has access to the card details.

 

 

 

Yeah, they said they had no records of it, they did not see any transaction go through on that date through their banking system.

 

And I just called my bank asking for the verification code ID that authorised this, and just told the company, hopefully they find something. But I can't imagine someone else having access to it that's what's bothering me right now mostly, card is like 5 months new only used it online like 7 times, no spyware on my computer, and iv been with this gaming company for like 2 years.

 

Is it possible for me to ask my bank, to investigate the case to call the company up etc. despite me being unable to dispute it?

[dx100uk]

get your bank to either do a chargeback

or cpa return.

 

details here:

 

GENERAL NOTES ON CHARGEBACK & Continuous Payment Authority & BACS

.....

We have been telling people to put a letter into their bank instructing them

not to make any payments under any circumstances to these companies

.

http://whatconsumer.co.uk/visa-debit-chargeback/- it works!

.

banks MUST follow written intructions from their customers !

.

This fsa guideicon has now been updated:

.

http://www.fsa.gov.uk/pubs/consumer_...ghts_guide.pdf

.

Here's the text:

.

Cancelling a regular

card payment:

.

When you give your credit or debit card details to a company and authorise them to take regular payments from your account,

such as for a gym membership or magazine subscription,

it is known as a ‘recurring transaction’ or ‘continuous payment authority’.

.

These are often confused with direct debits, but do not offer the same guarantee if the amount or date of the payment changes.

.

In most cases, regular payments can be cancelled by telling the company taking the payments.

.

However,

you have the right to cancel them directly with your bank or card issuer by telling it that you have stopped permission for the payments.

Your bank or card issuer must then stop them – it has no right to insist that you agree this first with the company taking the payments.

.

Be aware, though, that you will still be responsible for paying any money that you owe.

and that CANELLING YOUR CARD WILL NOT STOP THE CPA

.

see:

http://www.consumeractiongroup.co.uk...-Viewing)-nbsp

.

http://www.fsa.gov.uk/pages/consumer...ng/index.shtml

.

http://www.theguardian.com/money/201...?newsfeed=true

..

.

New june 2013

.

Regulator orders Banks and mutuals to review complaints about not cancelling recurring payments from November 2009.

.

Consumers who have set up a regular payment from their account will now be able to successfully cancel that arrangement

by contacting their card provider, the Financial Conduct Authority said.

.

The FCA has been examining how easy it is for customers to cancel Continuous Payment Authorities (CPAs)

due either to payday lendersicon or for other regular payments such as subscriptions or gymicon memberships.

.

CPAs, which are also commonly called recurring transactions or recurring payments,

are relatively easy to set up but can be hard to cancel, causing problems for consumers trying to manage their finances,the FCA said.

.

Now, following the FCA review of how the largest high street banks and mutuals process requests to cancel CPAs, they have agreed that they will ensure that when

a customer asks for a recurring payment to end, that will be sufficient to cancel the arrangement. They have also confirmed that should a payment go through by

mistake following cancellation by a customer the customer will be refunded immediately.

.

In addition to securing this commitment, the largest banks and mutuals have agreed to review every individual complaint they have received about the non-

cancellation of a CPA and to pay redress where payments have continued to be made despite the customer cancelling the arrangement. This applies to all complaints

since November 2009 when the Financial Services Authority, the FCA’s predecessor, began regulating banking conduct.

.

Clive Adamson, the FCA’s director of supervision, said: “It’s important that consumers are confident that banks are meeting their everyday banking needs. Today

customers can be confident that when they ask for a Continuous Payment Authority to be cancelled – it will be cancelled - and that it can be done easily.

.

“We recognise that historically this is an area where some customers have struggled but the banks and mutuals have responded positively to our work on this issue.

From now on we expect them to be getting this right. In addition, they have committed to review past complaints.”

.

http://www.ftadviser.com/2013/06/28/...J/article.html

.

Also mentioned your displeasure that as whomever took your money had obviously attempted this many times

probably activating your banks own anti fraud software - nobody had the decency to inform my you this was going on.?

.In the FSA's own words:

.

..

What should I do about a payment from my account that I didn’t authorise?

.

Your bank must refund an unauthorised transaction.

Money can only be taken from your account if you have authorised the transaction

or if your bank can prove you were at fault –

see below.

Contact your bank immediately if you notice an unauthorised payment from your account.

If you are sure you did not authorise the payment, you can claim a refund.

However, your bank does not have to refund you if you do not tell it about the payment until 13 months

or more after the date it left your account.

.

Your bank must refund an unauthorised transaction

.

------------------

.

Your bank may only refuse a refund for an unauthorised transaction if:

.

? it can prove you authorised the transaction

– though your bank cannot simply say that use of your password,

card and PIN proves you authorised a payment; or

? it can prove you are at fault because you acted fraudulently,

or because you deliberately,

or with gross negligence, failed to protect the details of your card, PIN or password in a way that allowed the transaction

.

-----------------------

.

How quickly must my bank refund me for an unauthorised transaction?

.

The bank must make the refund immediately unless it has evidence that one of the above reasons applies.

Your bank may ask you to answer some questions and fill out a form confirming what has happened,

but it cannot delay your refund while it waits for you to return the form.

If the bank has evidence that one of the above reasons for refusing a refund applies,

it may investigate before making a refund

but must look into it as quickly as possible.

If your bank rejects your claim for a refund it should explain why.

If the transaction was on a credit card, the refund may not happen immediately.

But the card issuer cannot charge interesticon or ask for repayment of the amount unless it can prove you are liable to pay

[/b]

These are your statutory rights under FSA regulations. They are not guidance.

.

if you did it by your banking portal:

.

then follow this:

.

http://www.consumeractiongroup.co.uk...73#post4534173

[JD12]

Great, il try that, thanks for the information , BIG help