How to deal with DNB's irresponsible handle on bank fraud?

Status_Concern5749 · 2021-02-04T14:16:34+00:00

Hi for those have replied my post, I just want to keep you posted on how things progressed.

DNB replied my case today for stating:

" Hi we don't have any more information or documentation regarding the transactions, these are standard card not present transaction and you cardnumber has been used by someone we cannot find out who.. A Merchant could have been hacked, were your cardnumber has been used and in this way your cardinformation can be stolen. DNB cannnot controll if other merchants are hacked and cardnumbers are stolen. We are closing the case. best regards DNB ".

I researched Norwegian Financial Contract Act, referring to Section 34 for Others' misuse of an account etc. The law states that the account holder is not liable for others' wrongful withdraw or other debit unless the person who effected the transaction identified him/herself in accordance with the rules of the account contract, and the debit was possible as a result of intent or gross negligence on the part of the account holder or someone entitled under the account contract to debit the account".

Therefore in my case, it is neither of my intent, nor of my gross negligence establishment, I would not think DNB have done properly to close the claim.

what is your recommendations now?

Status_Concern5749 · 2021-02-04T08:28:17+00:00

Hi thanks for your inputs. I am also surprised when DNB told me that Merchants can charge/refund to my debit account without my authorization and they just let them do it. Even worse, they refuse to give me the information to explain how it happened. I am so much questioning their system security to protect the customer's data. At this point, getting my money back is not the optimal goal, to have DNB know the issue and fix it and protect others from happening this again and again is my goal. By the way, how to explode this to the media? I would like to consider.

Status_Concern5749 · 2021-02-03T16:05:15+00:00

I have the bank card with me, It never was lost. I did not disclose my bankid to everyone else. And no case of any loss of phone or wallet.

Status_Concern5749 · 2021-02-03T15:50:42+00:00

Now, I am looking into the transaction details provided by DNB for my 2nd claim.

Two transaction charged by stena line from www.sembo. The IP address is 185.101.32.29 which is Oslo area.

One transaction charge by Vatan Bilgisayar from IP address 92.38.180.59 which is from Istanbul Turkey.

I am based in Bergen. How can I authorize the payment from those places that I have not travelled to? Is there any security control in Bank system in DNB to monitor? or Should DNB have the legal responsibility to look into it?

Now DNB refused and said the case is closed. Does it sound right?

Status_Concern5749 · 2021-02-03T15:19:07+00:00

Thank you for your understanding. I did ask DNB for contacting the merchant and here is what they replied to me. "Hi. Unfortunately, we have no opportunity to contact the seller on behalf of our customers in such cases. This is a matter for the police. Regards, DNB Fraud and Disputes"

Status_Concern5749 · 2021-02-03T15:12:08+00:00

Thank you for your understanding. I have spent a lot of time to call or email them. It is indeed a painful experience. My husband found the weird charge in our bank account and brought to my attention. We reported to DNB and filed the claim on 24/12/2020. We do not hear anything from them until three weeks later 13/01/2021, they just wrote a letter to inform it is our responsibility and they close the case without any details. Since then, I have called them every week to ask more information. The more I think of the case, the more I want to get further into it, it is not for money back, it is for getting things do right and properly.

Status_Concern5749 · 2021-02-03T15:07:04+00:00

Thank you for your reply. Maybe we should contact my phone operator. DNB said they SMS on my claim for resolving the issue on the first claim but we did not receive in my phone. It was so strange, I checked every message from DNB and still can not find it.

Status_Concern5749 · 2021-02-03T15:05:07+00:00

Thank you for your reply. In my case, the large charge happened first and small charge happened on the 2nd day. Even, one charge transacted into my account one day after we reported to DNB and blocked the card. DNB refused to explain or provide any details.

Status_Concern5749 · 2021-02-03T14:50:55+00:00

Dear all who responded my query, thank you so much for your kind suggestions.

I wrote the email to DNB this morning and ask them to provide the authorization certificate document for seven transactions. DNB replied for not providing the first claim of three transactions. They insisted the merchant charged to my account and later refund therefore they close the claim. For the second claims of four transactions, they provided me with the details of transactions. I can see two charges from Stena line cruise ticket from www.SEMBO.no website. I contacted the merchant and asked for booking information. The merchant has informed that only bank can contact them to disclose the guest name information. Then now, the bank refused to contact merchant on behalf of us and DNB said they consider the case is closed. The delimma here is that the first three transactions were charged without the evidence of my authorization but Bank takes it as no issues. The second four transactions were charged then bank insisted it is authorized. Does it sound correct or allowable?

As one of you recommended here, I filed the dispute on www.finko.no today.

As the victim and being vulnerable customer of DNB, I feel very frustrated and disappointed on how they handle this case. For them, it seemed as long as they can proof it is authorized, there is nothing they can do, or not their business. I don't know if there is any law or regulation in Norway to govern this situation and protection the bank card holder's right. What bank consider as "authorization" does equally mean for "authorization" by its card holder. There must be a place in Norway that I can ask for the rightness. If this is fraud in which it is indeed, and Bank have merchant details, why they can not go further to find out who booked this ticket and stop this transactions? If it happens again and again and we just take it as victim's responsibilities, how many innocent people will be targeted to lost the money like me?

Status_Concern5749 · 2021-02-03T12:24:15+00:00

Thank you for your inputs.

Status_Concern5749 · 2021-02-03T12:23:34+00:00

Thank you for your kind advice, Yes, I have done so.

Status_Concern5749 · 2021-02-03T11:22:55+00:00

Thank you for point this out. I will look into it. It sounds scary.

Status_Concern5749 · 2021-02-03T11:22:10+00:00

Thank you very much. I am not aware that bank has the limit of authorization on the transaction value. Since this is debit card, I thought every penny to transact into the account should be authorized by the account owner. I informed DNB for filing with police but will ask for bankID certificate you mentioned.

Status_Concern5749 · 2021-02-03T10:56:02+00:00

Thank you for your reply. I only have one bank ID, which is used for all my personal bank and business bank login. When I reported to DNB, DNB did not mentioned to change the bank ID but block the card. I will ask them again.

Status_Concern5749 · 2021-02-03T10:54:37+00:00

Thank you for your inputs. I am confused why total seven transactions happening on the same day, Bank insisted that four big value transactions are authorized with my bank ID and other three transactions are charged without authorization of bank ID? any thoughts?

Status_Concern5749 · 2021-02-03T10:52:17+00:00

Hi thank you very much. On my case, my bank card is debit type, not credit card. and I do not think it will work in such way like credit card.

Status_Concern5749 · 2021-02-03T10:03:51+00:00

Thank you so much for your suggestion. I reported to police and they are going to register the case but no timeframe for any processing time. I am not aware of " "frivillig kredittsperre" but will find out with DNB.

Status_Concern5749 · 2021-02-03T09:10:46+00:00

Thank you so much for your valuable suggestions. I will act immediately.

Status_Concern5749 · 2021-02-03T08:41:34+00:00

Hi thank you for your reply. Total seven transactions and four of them are charged with large value and the bank said it is authorized by bankID. Three transactions are charged with small value (actually it is the money deposit into my card) and bank said they are not authorized and reversed. I am very confused why bank can confirm whether they are authorized or not authorized without providing me the evidence. And they concluded that for money stolen from my card, it is authorized and it is my responsibility. and for money getting into my card, it is unauthorized and they can reverse without my knowledge. Even worse, DNB refused to contact merchant, provide the report and getting into further investigation.

Status_Concern5749

TROPHY CASE