newday wont refund fraud - having sent new card to old address

[consumer sue]

I moved home on march 26th and was placed in temporary accomodation before being placed in permanent accomodation .

 

 

I am disabled and was without resources for three months .

 

 

After settling in 3months later I rang up my credit card company aqua to find out why I had not been sent a creditcard

as the one I had was expiring at the end of June.

 

 

I found out that £1788 had been debited from my credit card without my knowledge .

I immediately Informed them it was fraud and filled in all the forms to state so even informing the police .

 

 

on Saturday I received a letter dated 28th July that after all their investigations

they could not accept it was fraud as the chip and pin had been used and not a copy.

 

 

I found out that they sent a new card on the 12th May which I never received .

I am not well physically and all this stress has damaged my health as I m not able to contact them on the week end.

 

 

I rang up the credit card company and told them that I never received the card or pin and that I had left the property on 26th march

they informed me that they could not do anything till monday.

 

 

What rights do I have

I want to claim compensation for the distress it has caused

as they hadnt conducted their investigation throughly

as they would have realised the card I had was the old card as stated on the declaration form

and unknown to me a new card had been sent out which I never activated?

 

 

This is all very worrying and they couldnt even ring me during their investigation to inform me of their decision or ask anyother questions

[dx100uk]

is the Halifax or newday ?

[consumer sue]

Aqua card services managed by New day

[dx100uk]

how did the fraudsters get the correct pin?

old address too?

 

 

dx

[BazzaS]

On what date did you advise them you had moved from your original address?

[consumer sue]

I advised them in June but I did not receive the card nor was it activated . I done some research they have to proove I did receive the card and acted fraudulently .So I have a case I hope all will be revealed on monday another 18 hrs to go

[consumer sue]

I had attempted fraud with santander whereby I didnt receive the card of pin and someone tried using it . Luckily the card wasnt activated so it did not work but santander informed me and asked me if I had been trying to make transactions. So my case rests upon the activation code as it obviously didnt have one as the card was used without it

[BazzaS]

I advised them in June but I did not receive the card nor was it activated . I done some research they have to proove I did receive the card and acted fraudulently .So I have a case I hope all will be revealed on monday another 18 hrs to go

 

If you advised them in June but they had dispatched the card & PIN in May expect them to claim you had a duty to inform them of a change in address.

If they do so, you will need to press them on the fact they allowed the card to be used when it wasn't activated, or that they explain how it was activated with you being at fault.

[fkofilee]

jcorcoran@savcredit.co.uk

[consumer sue]

I have had an update i told them about the situation of not receiving the card and not being activated . they said the reason why they said i was liable was that an item was purchased using the old address. and that someone had rung up on the 7th may to change the pin. All this without my knowledge . They have agreed to investigate further and have in the meantime refunded me the missing money but it will take up to four weeks. Im Helpless till then

[dx100uk]

urm so how did the fraudster pass the security questions to get that pin?

 

 

dx

[CrappoMan]

Maybe the OP didn't tell anybody about his change of address so the fraudster got other mail at the old address and used info from that mail.

 

That's why its important to tell financial institutions you new address as soon as you can.

[consumer sue]

good news After ringing the ombudsman and stating my case , they wrote a quick note to aqua and informed them that this was uncharacteristic spending and to look into it. I got a call from their complaints team the same day telling me that I was NOT liable for the transactions and as a gesture of good will they will credit me 60pounds.. So after allthat I finally got justice