Forums › Payment cards › Other payment cards › Curve, fraud, and terrible customer support › Reply To: Curve, fraud, and terrible customer support
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.
New to Head for Points?
Welcome! We’re the UK’s most-read source of business travel, Avios, frequent flyer and hotel loyalty news. Let us improve how you travel. Got any questions? Ask them in our forums.
Latest Forum Posts
-
andyroo on Chat thread – Wednesday 12th February
-
sxparkin on Best Airline Ticket brokers for trips to Asia Business/First class
-
memesweeper on Best Airline Ticket brokers for trips to Asia Business/First class
-
AndrewT on Lanzarote transfer company recommendations
-
BA Flyer IHG Stayer on Chat thread – Wednesday 12th February
-
Lady London on Advice on waiving cancellation fees due to medical reasons
-
BA Flyer IHG Stayer on Ambassador Voucher – Is it a Qualifying or Non-Qualifying Rate
-
elguiri on Melia birthday gift
-
BA Flyer IHG Stayer on BA Executive Club status 2025 – first cracks?
-
JDB on Chat thread – Wednesday 12th February
Check reward flight availability instantly for free!
Booking a luxury hotel?
Our luxury hotel booking service offers you GUARANTEED extra benefits over booking direct. Works with Four Seasons, Mandarin Oriental, The Ritz Carlton, St Regis and more. We've booked £1.7 million of rooms to date. Click for details.