Credit card fraud but Kiwibank doesn't believe it's fraud. Any ideas?

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Forums › Finance and wealth management › Credit card fraud but Kiwibank doesn't believe it's fraud. Any ideas?

Batman

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#247900 1-Mar-2019 15:05

So discovered multiple fraudulent transactions and Kiwibank has cancelled the card but CSR says it's not fraud.

My next step is making a police report but if you have any ideas on how to escalate this please let me know.

I'm moving to ANZ! The AirNZ benefits are not worth it!

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#2189470 1-Mar-2019 15:08

A CSR wouldn't be able to determine fraud or not. Surely it would need an investigation?

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jonathan18

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#2189479 1-Mar-2019 15:21

When I lost my KB credit card and it was used fraudulently I was able to communicate directly with the relevant team, not just some general CSR.

I recall filling out a form (print, write it up, scan and send it back kinda form), where I provided an explanation, and noted all the dodgy transactions. I'm pretty sure their fraud team then contacted me directly. Ultimately I also provided the police report etc (or at least the file number etc).

I suggest you get it all in writing and send them that, as opposed to only via call centre; I searched for the form and couldn't find it, so perhaps this has changed.

But in that search I did found this link - looks like you've already got experience in this area! https://www.geekzone.co.nz/forums.asp?forumid=48&topicid=226176

wellygary

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#2189515 1-Mar-2019 16:29

Batman: So discovered multiple fraudulent transactions but Kiwibank has cancelled the card but CSR says it's not fraud.

So why did they cancel the card??

DimasikTurbo

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#2189518 1-Mar-2019 16:52

Hi,

Not sure what you are asking - to prove someone transaction(s) is/are fraud or request a chargeback from the bank.

If latter then you need to dispute transaction(s):

https://media.kiwibank.co.nz/media/documents/Credit_Card__Visa_Debit_Card_Transaction_Disputes.pdf

Visa/MasterCard should accept the dispute request regardless they feel its a fraud or not.

Batman

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#2189525 1-Mar-2019 17:18

jonathan18:

When I lost my KB credit card and it was used fraudulently I was able to communicate directly with the relevant team, not just some general CSR.

I recall filling out a form (print, write it up, scan and send it back kinda form), where I provided an explanation, and noted all the dodgy transactions. I'm pretty sure their fraud team then contacted me directly. Ultimately I also provided the police report etc (or at least the file number etc).

I suggest you get it all in writing and send them that, as opposed to only via call centre; I searched for the form and couldn't find it, so perhaps this has changed.

But in that search I did found this link - looks like you've already got experience in this area! https://www.geekzone.co.nz/forums.asp?forumid=48&topicid=226176

Yes it's happened before, and I was asked to fill out the forms then. But this time they said they did not do forms anymore.

I have now found the forms they gave me in the past, luckily.

I think I will make a police report and then fill out the dispute form and then send it to them as a formal dispute.

Batman

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#2189526 1-Mar-2019 17:19

wellygary:

Batman: So discovered multiple fraudulent transactions but Kiwibank has cancelled the card but CSR says it's not fraud.

So why did they cancel the card??

I am not very sure what's going on, I think they believe I made the purchases.

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Batman

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#2198201 14-Mar-2019 20:03

freitasm: A CSR wouldn't be able to determine fraud or not. Surely it would need an investigation?

Just an update:

After one police report, 4 phone calls, 6 emails, 2 faxes, one visit to the post office (they couldn't do a thing), and 14 days they have now told me they will investigate.

Anyway, in that time I have arranged to move the Airpoints card to ANZ ... time to say goodbye to Kiwibank!

I had already given up and lodged a claim with my contents insurance which is now put on hold.

richms

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#2198233 14-Mar-2019 20:50

Every time I hear about someones dealings with that bank and cards I am glad not to be there. Usual is purchases declining because they think it might be fraud. Now they've gone the other way and say something that is fraud is not. FFS clowns.

What was the situation? Surely its up to the merchant to prove its not fraud if you initiate a chargeback?

Richard rich.ms

networkn

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#2198284 14-Mar-2019 22:05

I have found with Kiwibank, that it's either amazing or terrible. If I could find competitive rates and the legal costs of moving our trusts across were covered, I would switch to someone else tomorrow.

In my experience though, generally in life, the grass is always greener on the other side, and banking experiences are largely determined by the person/people you deal with.

Batman

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#2198369 15-Mar-2019 07:47

networkn:

I have found with Kiwibank, that it's either amazing or terrible. If I could find competitive rates and the legal costs of moving our trusts across were covered, I would switch to someone else tomorrow.

In my experience though, generally in life, the grass is always greener on the other side, and banking experiences are largely determined by the person/people you deal with.

this. true from immigration to bank.

issue with kiwibank is I wanted to put in a written dispute, but it took me 14 days to get someone to look at it - the first 13 days they just brush you off over the phone, email attachment was unread saying you need to call the number "we don't take written disputes anymore", replied to email saying I'd like to speak to your manager, 2 days later the email replied "from bank manager of dunedin branch - this is the number to call". faxed the written dispute twice but probably just got chucked into the shredder.

so basically you are unable to get anything useful done. eventually though, i managed to get someone to respond in writing after phoning in, and i replied in writing, and they then accepted the written dispute (against their policy presumably).

so I'm posting this as a PSA.

MurrayM

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#2198390 15-Mar-2019 08:52

Batman:

I had already given up and lodged a claim with my contents insurance which is now put on hold.

Your contents insurance covers you for fraud on your credit card?

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#2198393 15-Mar-2019 08:55

Batman:

freitasm: A CSR wouldn't be able to determine fraud or not. Surely it would need an investigation?

Just an update:

After one police report, 4 phone calls, 6 emails, 2 faxes, one visit to the post office (they couldn't do a thing), and 14 days they have now told me they will investigate.

Anyway, in that time I have arranged to move the Airpoints card to ANZ ... time to say goodbye to Kiwibank!

I had already given up and lodged a claim with my contents insurance which is now put on hold.

I only have one question.....fax?really?!?

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Batman

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#2198445 15-Mar-2019 10:21

MurrayM:
Batman:

I had already given up and lodged a claim with my contents insurance which is now put on hold.

Your contents insurance covers you for fraud on your credit card?

Yes

Batman

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#2198448 15-Mar-2019 10:22

hsvhel:
Batman:

freitasm: A CSR wouldn't be able to determine fraud or not. Surely it would need an investigation?

Just an update:

After one police report, 4 phone calls, 6 emails, 2 faxes, one visit to the post office (they couldn't do a thing), and 14 days they have now told me they will investigate.

Anyway, in that time I have arranged to move the Airpoints card to ANZ ... time to say goodbye to Kiwibank!

I had already given up and lodged a claim with my contents insurance which is now put on hold.

I only have one question.....fax?really?!?

That's what the Kiwibank branch did. Don't ask me.

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#2198859 15-Mar-2019 16:25

What kind of transactions were they?

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