3 days ago we spotted 3 fraudulent transactions on our bank account for over £1000. We contacted Tide customer care via the chat straight away. Someone answered that they were investigating the issue. After that, complete silence. We tried to contact the customer care several times and we haven’t received any answer, which is quite embarassing. No phone call, nothing.
I am really disappointed no one has been in touch to tell me what the next steps are and how this is going to be handled.
Following the FCA regulation:
In most cases the bank must refund the payment without undue delay and by the end of the business day following the day on which it became aware of the problem, unless it has reasonable grounds for suspecting that you have acted fraudulently.
Your bank may ask you to answer some questions and fill out a form confirming what has happened, but it cannot delay your refund while it waits for you to return the form."