This is a strange one and I’m hoping to see if the community has any suggestions for me.
Someone stole my credit card while I was at dinner (6-8pm) and charged several hundred dollars at a 7-eleven around 1am (4-5 hours later). I did not notice the card was missing until I woke up to a few “fraud detected” messages from my bank around 6am.
I filed a fraud claim and a police report that morning (9am). However, my bank has now denied my fraud claim, because I “viewed my online bank balance and transactions” immediately after the fraud occurred and did not open a fraud dispute until several hours later. They argue that I acknowledged the charges when I viewed my account online and did not immediately open a fraud case. What they are actually seeing is Tiller/Yodlee refreshing my account details at that time.
As bizarre as it sounds, they are pretty firm in their findings here. This is also a very large, national bank. Anybody encountered this before? I will have no grounds to further dispute this without camera footage from the 7-eleven, but the police aren’t looking into my case yet. Shouldn’t I be able to tell my bank that it was Yodlee “viewing” my account details, and they could verify that pretty easily?
I am also sorry to hear that you have been a fraud victim and that your bank is not standing behind you.
Could you argue with them that they should have declined multiple charges until they could confirm with you that the charges were legitimate? My husband’s card was scammed once - he was on a business trip in the US, a card with his number was being used in France. The bank called the house to ask to speak to him about it and he wasn’t home. They would not talk with me. I had to track him down to call them back.
Any chance you want to name your bank so that the rest of us have a heads up about a future problem?
Also very sorry to hear that you were a victim of fraud and are having trouble with your dispute. I can’t claim any first-hand experience with this scenario but my large national bank does show me online the most recent logins including what device type, means of access (browser type, app, etc.), date and time. And I’m sure behind the scenes they have more information like the specific IP address that was used. Nothing related to Tiller or other third parties is displayed. I’m no expert, but it would be surprising to me if they cannot differentiate you accessing it via a computer or phone versus it being accessed via a consented Third-party connection. Something doesn’t seem right about that and perhaps you could challenge for some specifics of the access. I hope it works out for you.
That is absolutely nuts. They can tell the difference between yodlee and you logging into their website. They aren’t even the same service. I would escalate the issue and file a complaint.
The bank is Bank of America servicing the Alaska Airlines credit card. I escalated with BofA on the phone, but the overlords that decide the outcome of the fraud dispute will only correspond via letter, which can take 45 days. Phone person just facilitated my complaints and provides them to the overlord team.
I’m on day 60 of dealing with this, so I’m expecting it to drag on and they hope I give up, which I won’t.
I’m dumbfounded that they make the claim that “viewing” my account right after the fraud occurred would constitute me accepting the charges as valid.
Will happily be closing my accounts with BofA once this is resolved.
This is one of the dumbest things I have ever heard of when it comes to banks. Anyone would naturally check their account and activity when an unauthorized charge comes through as part of due diligence.
Send a Certified Demand Letter stating the amount and details as already stated once before; give them 30 days to reply. Once they reply, or 30 days has passed, it is now your turn to file with Small Claims Court (<$10k). Not wanting to send attorneys for small amounts; they will usually settle -or- remind about an arbitration agreement. Either way, you’ll get traction on this. (BTW, BofA knows the IP b/c I discussed this with their fraud dept. When transferring a large sum, they were alerted to unusual IP address/location. Turns out it was Apple Privacy Services that relays all my web traffic.)
This is the best answer, I was going to suggest filing a small claims court complaint also. Once their legal department is alerted to this you should get more traction. Also look into whether the CFPB has any suggestions. Also think about how you could escalate this on the court of public opinion - news station consumer reporter? Just posting on social media? If this gets any publicity it’ll also make them want to settle.
It should be different from your cell phone, computer, etc. The tiller IP address to get into accounts is specific and can/will be linked to tiller, a third party. They have no defense. Tell them you will see them in arbitration.
Most, especially, large banks make you sign an agreement to go to arbitration for disputes. Dont be swayed by that…they have to pay the fees when they lose. The fact that they did not investigate via IP address shows a lack o due diliegence in an obvious fraud case. I went threw this with an imposter accessing my my account and I won. JPMC was the bank. They are all about FORCED arbitration.
Turn it over to a lawyer and or an insurance
adjuster. The timing of when you
submitted the claim should not absolve
them of responsibility. And yeah, I
dumped BoA a long time ago. The stupid
factor was way too high.
@ratiller We’ve never heard of a bank using Tiller against a user. Bank of America is part of the open banking program. This means they’ve specifically built their APIs to make it easy for Tiller to securely pull accurate data for their customers.
Suggesting that Tiller pulled the data, therefore the customer must have reviewed the data at that moment, and thus the customer has consented to every transaction… it’s preposterous logic.
If a bank statement arrives today in my postal mailbox, I am similarly not consenting today to every transaction in that statement. Maybe I’m busy or on vacation and haven’t opened my mail today.
We know Tiller customers are more secure because of Tiller. The combination of all your financial data in your own private spreadsheets, combined with the optional Hello Money daily email, means fraud gets spotted faster.
I am personally a Bank of America customer, I too have the Alaska Airlines card, I have had fraud on that card, and I have never had my use of Tiller get in the way of a resolution with Bank of America.
I am hopeful you were corresponding with an uninformed clerk at Bank of America, and this resolves itself swiftly. If you run into further trouble please reach out. We stand by to help where we can.
