Fraudulent charges on Coles Credit Card

Cmaz on 31/05/2022 - 12:47

Hi ozbargainers

Need all your insight on this issue. I had a coles credit card for about 7 years now, within this time frame there were two disputed transactions that I did not recognise which was within last 2 years and upon calling coles, a chargeback case was filed but the refund was credited on one or two days. Pretty happy there to know I was protected for fraudulent charge.

Now last week, I got notification of transaction alert, I called coles within 10 min and notified them it was a fraudulent charge, they assured me that the transaction is pending and once cleared they can file the chargeback and credit my account. I had moved places recently and lost my card within my household so I had it locked since 2 months. This specific transaction read "online bpay superhero nominees". I got refund credited within two days and again in two days later, the transaction shows as normal on same date alongside other main transaction that I got credited for, now upon calling coles again, they said it was a bpay so they cannot do anything now until 8 weeks which is the estimated time of investigation. I am really frustrated that I cannot access my own money just because of some fraudulent charge which I should have been protected for as they mention when you apply for card. What option do I have? Has anyone experienced similar situation? Any insight will help? I just received account statement and now I need to pay the balance of that amount which was reported fraudulent. What a pity? Ps, the amount is 4200

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Comments

  • [Deactivated] on 31/05/2022 - 12:59

    they cannot do anything now until 8 weeks which is the estimated time of investigation.

    This is normal.

    refund was credited on one or two days.

    This is not normal. However, as a good will gesture, and likely because the amount was small, they simply credited it to you ASAP.

    Ps, the amount is 4200

    This is why they're not simply crediting it back to you, and will be following the standard investigation timeline.

    What option do I have?

    Wait patiently.

    • Cmaz on 31/05/2022 - 13:27

      But what about the fees and charges I am going to incur for that transaction like interest etc.

      • [Deactivated] on 31/05/2022 - 17:04

        Those will be waived once they finish their investigation.

        • Cmaz on 31/05/2022 - 17:11

          One good thing to hear today, thank you

  • niffy on 31/05/2022 - 13:06
    +1

    Perhaps ask to issue you a new card so the number will be different. however in the meantime you can only wait for their response after the investigation

    • Cmaz on 31/05/2022 - 13:28

      It's been locked since two months and blocked on the transaction date

    • Cmaz on 31/05/2022 - 13:28

      Since its was a bpay I believe someone got my password to my account.

  • Kib33 on 31/05/2022 - 13:28
    +2 
       I am really frustrated that I cannot access my own money

    It’s not your own money. It is a credit card.

    • Cmaz on 31/05/2022 - 13:29
      -1

      True but I am being held responsible for that money right eg interest fees

  • itx on 31/05/2022 - 13:47
    +1

    Based on the transaction description, it sounds like it wasn't your credit card that was hacked, it was your online account for the card - someone's logged in and used the BPay function to make a payment to Superhero (presumably the stockbroker). You should check the security of the device(s) you've used to log in to the account + change your password.

    Are you sure it was fraudulent use, not a transaction made by someone you know? A payment to Superhero is more traceable than normal purchases - the BPay reference numbers will link back to a unique Superhero account which would've been opened with ID verification, BPay payments there take a day or two to reach the account and once it does becomes locked for a number of days, and any withdrawals are to a linked bank account I thought.

    BPay transactions don't follow the credit card chargeback process and are more similar to a bank transfer dispute I think, so timings and rate of success may be different. You probably can't do much other than wait in the meantime.

    Good luck with getting it resolved!

  • Cmaz on 31/05/2022 - 14:10

    Thank you for your input, I definitely have not provided any of my house hold members with my login, next as soon as i realized it was a bpay, I changed my password, I hope they can track it,

    I surely am worried now since the success rate won't be the same, ofcourse I would not want to be held accountable for 4200 which I have no idea and as a consumer I have done my bit to inform then asap which is 10 min in my case, don't know what to do, 8 weeks of patience is definitely something I don't have as of now for that amount.
    Thank you for your input though

    • itx on 31/05/2022 - 15:44

      Not sure if it's possible but can you get the BPay customer reference number for the transaction from Coles/Citi? Then call up Superhero and let them know that money has flowed out of your account into one of their client accounts fraudulently, so they need to freeze those funds linked to the reference number, pending an investigation. I feel for you, this is not a small sum of money :(

      • Cmaz on 01/06/2022 - 07:59

        I tried getting bpay info from Coles they could not provide me any what a pity instead I was told to provide last 4 digits, transaction amount and date to superhero nominees so that's what I did for the time being. Superhero nominees seems to be shady as well on the other end as they don't have call option only email. Don't know how this is going to fold out.

  • Cmaz on 31/05/2022 - 16:04

    This sounds something I can do, I will do it straight away, thank you so much for advising.

  • jsa on 01/06/2022 - 22:42
    +1

    Going through same pain. Funds went to superhero nominees. I spoke to superhero, I was told funds are moved from account. Waiting for coles mastercard to resolve this. $2900 from first card then $1200 & $1100 from new card even before receiving card in mail.
    Got back all funds except $2900. Waiting for 8 weeks to complete.

    Have you linked card to Google pay. Someone has done bpay through your gpay. Luck you didn't ask for new card. Banks automatically link new card to gpay if old card is linked to gpay.

    • Cmaz on 02/06/2022 - 06:03
      +1

      Oh man so this is common scam, I emailed superhero nominees and gave them all the info like amount, date last 4 digit of my blocked bank card and then they asked for transaction reference which I rang up coles and gave them again.
      This wait is just so frustrating man, and i feel so vulnerable from now onwards as anyone can do such scam so easily. When you want to login into your coles card, you always have to enter the text message as multi factor verification so i am planning to build my case on few of this traits If things go haywire,
      BTW no gpay here but coles did issue me a new card and blocked my already locked card.

      First, my card has been locked for 2 months since moving home and misplaced it
      Second, informed unauthorised use within 10 min of transactions
      Third, no multi factor verification if the Bpay was made through online account

      Hopefully all turns out good for both of us, keep me updated please thanks

  • lgacb08 on 02/06/2022 - 12:24

    I'm surprised that they can login to your account and did bpay from there. Are you sure that's how it happened? Do you have 2FA and get any sms or pincode from the app because it'd trigger such authentication if done that way.

    • Cmaz on 02/06/2022 - 13:05

      That is what I was told by coles when they denied immediate chargeback,

      They have this sms system of verifying when logging in so no authentication was done from my end, my card was already locked since two months so don't know how it was processed.

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