How can I get a refund if my credit card has been used fraudulently?

An unauthorised online transaction for £30 was made using my debit card. I notified the bank and finally it agreed to send me a new debit card and the £30 was refunded.

I have now received a letter from the bank showing that the transaction for £30 was made to a legitimate company. The bank has now reversed the chargeback. I have never used my debit card on the internet. I am a pensioner and am very worried.
Norman Dennis

Mr Dennis has no idea how his card details were compromised. But we found the transaction was made online for a take-away meal at Hungry House. While his bank initially credited him with the money for this meal, Hungry House is a legitimate business.

It could prove to the bank’s satisfaction that someone had set up a membership with it, providing an email address. Also the card was genuine and the order had been delivered.

Hungry House and the bank are therefore going on the assumption that the transaction was a legitimate one and made by Mr Dennis. Neither has done anything illegal but we are surprised at hearing about the somewhat cavalier way in which Mr Dennis’ bank has handled this fraud, which he reported.

Neither Hungry House nor the bank can prove that the transaction was made by Mr Dennis. Setting up a membership account with Hungry House and providing an email address is not proof of someone’s identity. It is now up to Mr Dennis to prove that he wasn’t the person who made or authorised the order or received the meal.

We are hoping it won’t be too hard to track down the thief who used the card details. The email account won’t be of much help, but Hungry House had to deliver the food somewhere. If it can provide the bank and Mr Dennis with an address, this will be the first step in proving this fraud. This information can also help the police.

We asked Mr Dennis to get some information from his bank, including the address given for the delivery of the meal. When he has this information he should contact Action Fraud and report the crime. He must also alert his bank that he is disputing the transaction.

We advise people to be careful with their personal information such as bank statements. Never throw these documents away without shredding them and be vigilant about any personal details you enter online. And keep an eye on your bank statements. We will keep you updated on this case as it progresses.