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Forums Payment cards Other payment cards Curve, fraud, and terrible customer support Reply To: Curve, fraud, and terrible customer support

JDB 6,230 posts

It’s very premature to be talking of Ombudsman or lawyer. This can be resolved and any money refunded this week assuming you have none of the culpability they claim.

As above, you need to get in touch with the underlying card provider to get the transactions suspended and investigated. You need to write both to Curve (for something this serious, write to the CEO and complaints) and the underlying card company confirming that you did not make any of the underlying transactions, that your card has remained in your possession at all times, that you have never shared the PIN with anyone and that your phone also remained in your position at all times so that no biometrics can have been. Obviously, each of these statements must be truthful.

The 50% offer is quite bizarre as these transactions are either fraudulent or they are not.

You should say to Curve that this offer (which sad to say is a typical fintech response notably from the big R) is fundamentally dishonest, attempting to protect their interests rather than the customer, thus breaching several FCA principles. Their statement that the transactions were approved by PIN or biometrics/ApplePay wouldn’t appear to stand scrutiny.

Insist on a response and full refund of the fraudulent transactions within 72 hours at the latest. You need to be really clear but not emotional or angry.

The other thing that makes card companies funny about quick resolution is that there are people making transactions like this and then pretending they were fraudulent. Three recently published FOS cases involving Amex where the Ombudsman decided, on the balance of probabilities, that the complainant had made the transactions. There’s rightly therefore less trust around as there are too many bad actors.

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