Credit Card Fraud - Air Canada

Lflickr on 21/01/2015 - 08:16

Someone has been using my credit card without my knowledge. It has been charged for more than 4K to pay Air Canada. I called my bank right away and the lady was not helpful or sympathetic at all. She asked me to contact Air Canada directly and settle the issue.

Contacted Air Canada and realised that their customer service is even worse. The guy asked my booking reference number, which I don't have as it is not me paid them at the first place. He finally asked me to email them instead.

Emailed them and the automatic reply saying that I have to wait 15 days to hear back from them! I can't possibly wait that long as I need my credit card. Some quick search on the internet suggesting that I have to ask for a new card and file a dispute (which the bank staff did not tell me).

Called the bank again and then did all of that. The fraud department told me she will email me with the dispute letter that I need to sign and it can take up to 24 hours for it to come. It will then take another 14 days before they will transfer temporary credit while they investigating this issue.

I'm very cautious on using my credit card and the only places I have ever use this card online is on big retailers like Woolworths, Coles, PayPal and Target. Been hearing news that Target USA has been breached and wondering whether this might be the source of the fraud.

My question is, has anyone experiencing the same? Did you finally get your money back? And if anyone has any suggestion what to do next to speed up this, will be very much appreciated.

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Comments

  • airzone on 21/01/2015 - 08:36
    +1

    It happens occasionally. Sign your stat dec, and you'll be fine. The onus will be on Air Canada to prove that you authorised the transaction… Which they will not be able to.

  • djones145 on 21/01/2015 - 08:40

    err that's weird

    I've had 2 cases of fraud and both times I call customer service and they took it on board to investigate
    and then send me a stat dec saying that I didn't spend it
    then they paid me back, usually takes a while

    • flickr on 21/01/2015 - 10:05

      Which customer service is this? The bank or the company? The bank finally took this on board and investigating this now.

      • djones145 on 21/01/2015 - 10:17

        bank

        it was NAB and amex which I had fraud before

        • flickr on 21/01/2015 - 10:24

          Yes, the bank actually wanting to help me (the first customer service was suck but the second one is good). The one that really created the hassle is the air canada. My card that got fraud transaction was Amex too. Wondering whether Amex is not actually that secure.

  • jaybmate on 21/01/2015 - 09:14

    what bank was that?

    • flickr on 21/01/2015 - 10:06

      It was Westpac bank

  • tomclancy on 21/01/2015 - 09:30
    +1

    A mate of mine had the same thing happen to him with Carribean Air (I think) on a Virgin Money card and he got the amount reversed by the bank through the fraud team, then he also received a refund of the full amount from the airline. This might be your lucky day!

    • flickr on 21/01/2015 - 10:21
      +1

      I doubt that I will be that lucky :D I'll update you if I get 8K instead of that 4K.

  • Mimbula on 21/01/2015 - 10:23
    +2

    I've had two fraud's occur on separate accounts in the last six months. Both tiems customer service were very helpful and sent me forms to sign and refunds were issued quickly. This was with ANZ and ING.

  • c64 on 21/01/2015 - 10:35
    +1

    I'm very cautious on using my credit card and the only places I have ever use this card online is on big retailers like Woolworths, Coles, PayPal and Target. Been hearing news that Target USA has been breached and wondering whether this might be the source of the fraud.

    my first thought is malware on your pc or some phishing email/website. target usa has nothing to do with the australian company of the same name.

    And if anyone has any suggestion what to do next to speed up this, will be very much appreciated.

    the issuing bank of your credit card is the correct contact point to resolve the issue, not air canada.

    so you have filed a chargeback? it will be resolved in due course. i don't know if there is anything you can do to speed up the process

    • flickr on 21/01/2015 - 11:30

      my first thought is malware on your pc or some phishing email/website. target usa has nothing to do with the australian company of the same name.

      I thought of this as well, I have scanned my computer with Security essential and malware bytes but found nothing.

      so you have filed a chargeback? it will be resolved in due course. i don't know if there is anything you can do to speed up the process

      Thank you. I reported this yesterday at 5pm but I have not heard back from them. The staff told me they will issue statement for me to sign but I have not receive this either. Should I be worry and call them?

  • timmypete on 22/01/2015 - 11:41

    Sorry to hear your situation OP. I had to report similar on my Westpac card and they were very helpful for me. I just called the number listed on my card (which you should always do when dealing with banks) and they forwarded me to the fraud team and I dealt with the process listed here before being refunded fully.

    Perhaps you could call again and ask the rep to speak with the fraud team. If you don't get forwarded, the fraud team's tollfree line is 1300 364 294, though as mentioned above, you should always call the number on your card and not what strangers off the internet tell you :)

  • kabigon on 22/01/2015 - 11:51

    Years ago I had a transaction from Aeroflot which I wasn't aware of, CBA called me to ask if I knew about it. I was led to believe my credit card would be suspended straight away but then a day or two later there was another transaction from Aeroflot, so I made sure(!) it was suspended after that. The phone call was made on a Friday night iirc so maybe they got distracted…

    Went to the bank a few times and it was all taken care of, I felt fairly reassured despite the transactions being about $2k. There was never any suggestion about contacting the airline directly. Just make sure your card is suspended straight away so no more dodgy transactions can be made.

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