Stolen card
In August 2013, I was on vacation in Rome and had just checked into a hotel. Someone stole my wallet from my bag in the reception area. It had my credit card, e-gate card, ID and other cards.
As soon as I realised my wallet was missing, I told the receptionist and started dialing HSBC to report the loss. At the same time I got an SMS that someone has used my card for an amount of 273 euros (Dh1,371) and I immediately ran down to the reception to check where the shop was.
Apparently, it was just around the corner and we confronted the shopkeepers, asking them how they could have accepted the card with the wrong signature. In the meanwhile, I immediately called HSBC and reported the loss.
Police officers caught the robber within two days of the theft. The Italian police informed us that the police report should be enough to claim the money back from the bank. As soon as I returned to Dubai, I submitted the police report and credit card slip with the wrong signature to HSBC on August 12, 2013 and a dispute was raised.
Till date, after several calls and visits to HSBC, the bank does not want to refund the money, citing that the transaction was authorised and the card was stolen yet active.
My primary issue is that in the duration that the card was stolen and we called the bank, the card would obviously have been active. Secondly, why didn’t the bank put a stop to the transaction immediately? What is the point of signing the card at the back, if there is no value for the authorised signature? Why did the bank not reject the transaction based on the wrong signature?
From Ms Shweta Sharoha
Dubai
The management of HSBC responds:
We would like to take this opportunity to thank you for bringing this matter to our attention. Please note that the matter has been resolved to Ms Sharoha’s satisfaction.
Ms Sharoha responds:
I would like to inform you that HSBC has resolved my issue. After seven months of communicating over the phone and running towards HSBC offices to resolve this situation, they have finally ended this matter. I have received my money back. I would like to thank Gulf News’ team for their support and assistance in resolving my issue.
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com
