Hello. I am posting this to see if anyone has had a similar experience and to get any advice.
I just came back from an overseas trip and unfortunately I got pickpocketed in Athens and my wallet was stolen and my Qantas Premier credit card was used for 5 x 500 Euro transactions before I received an email saying suspected fraud to which I then looked in my bag to notice my wallet was stolen and I obviously then called up the bank and cancelled the card and raised a dispute.
I received a letter to say that my chargeback requests have been all denied, because the transactions were pin authorised! I am shocked how this can be so. I hardly used this card on the trip and had not yet used it in Greece, as it was stolen from the airport to the hotel.
I escalated this with the card issuer (Citibank) and provided a police report, and they have just come back to me and said that there is no fault from the bank as the transactions were PIN authorised. They have said that they are willing to write off 50% of the transactions as a 'good will gesture'.
I am not sure what to do?! I can't see how a valid PIN could have been used. It was not written down anywhere, or used for days, let alone in that country. I have tried to appeal my case with the agent on the phone, even asking to see if they can offer a higher than 50% to write off, as almost $2500 is still a lot of money to pay. She was incredibly rude and said that was the 'final decision'. When I kept pressing her and nicely asking for her to see if she can at least ask for more, she said she could but with no promise and saying that she can't guarantee that the offer of 50% would even remain.
Has anyone had a similar situation? Any advice on what I should do please? :(
Claim through travel insurance? Also, if they're will to refund 50% then prob take it to the next level and go to the financial ombudsman.