Unauthorised Charges by Facebook on UP bank account. What Can I Do if the Bank Doesn't Side with Me ?

LGarus88 on 29/08/2020 - 20:16
Last edited 29/08/2020 - 20:33

Hi everyone. I know there are a lot of wise people here so I thought I would put my situation out there.

Seeking some of advice on my current situation. I woke up to find that there were 3 attempted charges on the 28th of this month but unfortunately 1 was successful. These charges were from Facebook pay (didn't even know there was such a thing existed). I immediately contacted the bank and explained the situation. The unknown representative proceeded to close the card and I would be re-issued a new card and a specific team member would investigate the matter and have my funds put back.

Probing further and questioning why I wasn't notified before the charges went out. The UP representive explained that my card details have been obtained by fraudsters conducting a BIN attack. This involves using known BIN numbers and systematically generating an algorithm to obtain the remaining numbers of the card. They were successful in detecting my card number from this process and tested the details with my Facebook account. I was assured that I would receive my funds back after the investigation but I was on queue as I wasn't the only one affected. All this is hard to believe but oh well, you learn something new everyday.

I of course took action and transferred the remaining amount to another bank account in the event there were more attempts. Fast forward to the today,(what do you know) more charges were made to the point that the account is now overdrawn. I notified the Bank and was told to again I was in the queue and would be contacted by the fraud team. The 2 chats I start don't really end, I would reach out to the representative and representative would stop responding after short while. The whole situation has made me loose faith in the bank and I'm just seeking advise on what to do if the bank refuses to return my funds.

Financial

Related Stores

Up Bank
Up Bank

Comments

  • Whyyounotsayhi88 on 29/08/2020 - 20:20

    Hi garus88,

    Which bank?

    • jayboi on 29/08/2020 - 20:23
      +1

      The bank name is literally "UP"

      • Garus88 on 29/08/2020 - 20:31

        It's not that much but it sucks being ripped off. End of the day I will be fine but its still money I work hard for.

  • jayboi on 29/08/2020 - 20:21

    How much money in total did they take out?

    • Garus88 on 29/08/2020 - 20:31

      It's not that much but it sucks being ripped off. End of the day I will be fine but its still money I work hard for.

    • Garus88 on 29/08/2020 - 20:24

      Apologies, I was just so heated while I was writing this.

    • robbyjones on 29/08/2020 - 20:27
      +9

      Seriously? It's not like they were asking you the question directly, get over yourself. If you can help then do, don't be a dick.

      • AustriaBargain on 29/08/2020 - 21:43

        I was referencing an earlier post which has since been removed.

      • onetwothreefour on 29/08/2020 - 21:44
        +3

        I think this was a bad attempt at humour.

  • thatonethere on 29/08/2020 - 20:27
    +3

    If the bank is playing dumb. Write to them formally with the resolution and quote https://www.afca.org.au/

    If still no good try the the AFCA with your bank correspondence. Usually get a "good will refund with no admission of fault"

    • Garus88 on 29/08/2020 - 20:47

      Thank you

  • whooah1979 on 29/08/2020 - 20:30
    +3

    BIN attack.

    Not what I was expecting.
    https://duckduckgo.com/?q=bin+attack&t=braveed&iax=images&ia…

    • John Kimble on 29/08/2020 - 20:58

      Google was more accurate for me

      • ikt on 07/09/2020 - 22:16

        First result is https://www.fintechnews.org/put-bin-attacks-in-the-trash/ on DDG, on google it's the same.

        Google has more results for the credit card fraud though, so I've put in some feedback to DDG. You can do the same in the bottom right it has the 'send feedback' button.

  • Pam74 on 29/08/2020 - 20:37
    +1

    Call the number on the back of your UP card which will put you through to the Bendigo fraud team and stop your card. unless you have recently posted this in the UP Facebook group it appears this has been happening recently over the last few days with a few users.

    • Garus88 on 29/08/2020 - 20:50
      -1

      Thank you. If I don’t hear from someone in the coming days I will do just that. I haven’t contacted UP though Facebook but it’s something I will consider.

  • c64 on 29/08/2020 - 20:46
    -1

    if the bank is not declining transactions when you have insufficient funds then you should use another bank

    • Garus88 on 29/08/2020 - 20:52
      -1

      I thoughts exactly. I will be using a different Bank going forward.

      • John Kimble on 29/08/2020 - 20:59
        +3

        It can and does happen at every bank…

        • c64 on 30/08/2020 - 06:06

          i don't think that is correct. electronic authorisations are declined when i have insufficient funds for all my visa/mastercard debit cards. i leave my cards zeroed and i've never woken up to find any unexpected authorisations.

          • John Kimble on 30/08/2020 - 09:25

            @c64: Yes, but there are manual/offline authorisations and they can push through financial advices instead of authorisations.

            Some institutions also still accept transactions on old/expired/closed cards to the account for legitimate reasons (even though it seems illogical).

            • c64 on 30/08/2020 - 11:28
              +1

              @John Kimble: i suspect it has more to do with UP's policy of allowing informal overdrafts rather than manual transactions. i'd be pissed if my banks allowed that. at woolworths, i can't pay using my card if i don't have money in the bank, which is good

  • Seraphin7 on 29/08/2020 - 20:55

    You need to SPEAK to your bank. This is not the sort of thing to handle through online chat.

    • Garus88 on 29/08/2020 - 20:59
      -1

      I feel that way too but I was told to contact someone via the App regarding the matter.

      • Seraphin7 on 29/08/2020 - 21:01
        -1

        Nah, mate. You need to speak to someone and make certain they have done what they are supposed to be doing. I've never found those online chat things useful for anything with any organisation I've ever dealt with. Get on the blower and get someone onto it!

        • conan2000 on 29/08/2020 - 23:07
          +4

          I have found the online chat with the banks I deal with more efficient, and I have written evidence I can save of everything discussed if necessary. Would rather this than some crappy call centre.

          • Seraphin7 on 30/08/2020 - 08:43

            @conan2000: You've obviously had much better success than I've ever had. I've found online chat to be spectacularly useless. Each to their own.

            • conan2000 on 30/08/2020 - 15:56

              @Seraphin7: Yeah, 100% and probably depends on the institution. I tried a non-banking one the other day and it was entirely automated, so couldn't help at all, it just spat out what it thought I needed from their FAQ.

              I have recently used Citibank, HSBC and Coles financial services live chat and they have always resolved my query within minutes, and I haven't had to wait on hold.

            • haemolysis on 08/09/2020 - 08:43

              @Seraphin7: Call teams are spectacularly useless. Getting put on hold every few words, next representative having no background of your case, poor line quality, echo, and now with “working from home” even children crying in the background, etc. What nonsense. Online chat is the way to go. At the end of the day, the reps on the other end are filling in the same forms into the system, and neither are more knowledgeable than the other. Online are just quicker, there’s no line issues, and you have a written record of everything. Would never make a phone call unless I had to.

        • DoctorCalculon on 30/08/2020 - 21:20

          You need to speak to someone and make certain they have done what they are supposed to be doing.

          This.

          Call the fraud team for Up / Bendigo Banking, if you haven't already.
          Even before calling, disable your card via the app, if you haven't already.

  • John Kimble on 29/08/2020 - 20:56
    +1

    The UP representive explained that my card details have been obtained by fraudsters conducting a BIN attack. This involves using known BIN numbers and systematically generating an algorithm to obtain the remaining numbers of the card.

    Wow, they actually gave you quite a bit of info, usually they don't.

    • SBOB on 30/08/2020 - 07:31

      But you need more than just a card number.
      Expiry and CVV should also be needed to add the card to PayPal/Facebook pay

  • PissLUR on 29/08/2020 - 23:09
    +1

    What is Facebook Pay?

    • Bayleaf on 30/08/2020 - 01:00
      +1

      Seems like the lovechild of Facebook and Paypal. You can read more here.

  • Bayleaf on 30/08/2020 - 01:02

    Do you see any record of the fund transfer from your Facebook account/app? I'm wondering which is the vulnerable weak link here, the Facebook account or bank details?

  • AdosHouse on 30/08/2020 - 05:05
    +2

    Hang on, how were more charges charged to the card, if UP cancelled the card the first time? You need to press them on this.

    • psy on 30/08/2020 - 07:46
      +1

      This!

      I woke up one day to find 3x Apple charges on my CC. I rang my bank. They immediately cancelled the card and issued a new card/new number.

      Had the funds returned.

      If you're reporting fraud on your card, they should be cancelling it.

  • slamashizz on 30/08/2020 - 09:09

    This exact same thing happened to me yesterday too! It's pretty bad that fraudsters would get so many correct cards through a process like that though yeah?

    • John Kimble on 30/08/2020 - 09:14

      They just use a script to run through all the combinations…they can try one every few seconds, tens of thousands in a few hours…it's pretty inefficient, these days it's much easier to just buy actual compromised card data (with expiry and cvv) on the dark web.

  • delben on 30/08/2020 - 11:00

    It happened to me as well on 25/08/20 but it was on my credit card which is with one of the big 4. It was for an amount of $1.40. I was not alerted by the bank. I just happened to log into my account and noticed the charge. It was still pending. I called the bank immediately and cancelled the card. The transaction appeared as FBPAY JCDN fb.me/cc IRL.

    This is the second time in 6 months I have had to cancel my card due to a fraudulent transaction. I have had credit cards for 20+ years and it has never happened before prior to this.
    The transaction that occurred 6 months ago was also with the same bank but on this occasion the transaction was declined as I had locked international transactions on the card.

    Unfortunately the Facebook transaction that occurred several days ago must not have been ,or was not deemed as, an international transaction and was therefore not declined.

  • abcdefghi on 30/08/2020 - 11:13

    I've had a similar unauthorised transaction recently.

    When I found a pending transaction that I didn't authorise, I cancelled the card immediately, and thought about the transaction overnight, trying to work out whether it was authorised (it was Telstra, and have used their resellers). Next day, I looked back through my banking and realised that:
    1. The Telstra resellers to date have used their own name (Boost, Belong), and
    2. I haven't used that card / account for my telco bills.

    PHONE CALL #1
    I called my bank (one of the big four). Advised I had done the right thing to cancel the card, I thought I reported the unauthorised transaction during this first phone call. I also asked about changing my name (going back to my birth name), which is totally unrelated to this unauthorised transaction.

    PHONE CALL #2
    Fast-forward a couple of days, and the transaction goes from pending to posted. I phoned again, and again I was told I'd done the right thing cancelling the card. Asked what the notes were from the last call, and the person had only recorded my question re changing name. Outlining my disappointment, I believed I had reported the unauthorised transaction before this second phone call ended.

    PHONE CALL #3
    Another couple of days, and nothing from the bank letting me know they were working on the unauthorised transaction (no email, no message through internet banking), I call a THIRD TIME. Person on the other end of the phone advises that they STILL have no record of me reporting this unauthorised transaction. I asked him to report my complaint about the previous two phone calls, and to report the transaction as unauthorised. He said he could refund it, and I had an email shortly after the phone call ended. Appeared to be really easy to do, so I've got no idea why I was jerked around first two times.

    MY THOUGHTS
    Banks are under pressure, but my experience is a joke. For my bank, it appears the only way to report these kinds of things is over the telephone (or, I suppose, in a branch), there's no way to report it through internet banking / app.

    When reporting over the phone, when first connected, repeat the person's name back to them and ask for the receipt number for the call (before they put you on hold, transfer you to the wilderness, or "accidentally" hang up on you). Record both these pieces of information (I keep an email trail with myself as the sender and receiver) and before ending the call, ask for the path forward to be sent to you by email or through the message service inside their internet banking / app.

    It's getting harder to protect the money in our bank accounts.

    • DoctorCalculon on 08/09/2020 - 20:55

      Please name and shame this big 4 banking institution. #FAIL

      • abcdefghi on 09/09/2020 - 08:16

        I'll help with the identification here, by excluding the other 3 banks. The bank's name doesn't start with A, or N, or W. And agreed #Fail #EpicFail #WishICouldSwitchBanks

  • knightslay2 on 30/08/2020 - 18:25

    I hope you disabled your card already.

  • earth worm jim on 31/08/2020 - 09:42

    I was with NAB when I had a 500 charge appear on my credit card. When I reported it, it was still pending so I assumed they would cancel it right away. They said they had to investigate with the store first so the charge went through, order was shipped out to whoever, retailer probably took a hit for it and after 1-2 months the amount was credited the amount back to me. Processes move slow with banks.

Login or Join to leave a comment
Login Join