LoyaltyLobby
  • News
  • Hotel Promos
    • Accor
    • Best Western
    • Radisson Rewards
    • Choice
    • Fairmont
    • Hilton
    • World of Hyatt
    • IHG Rewards
    • Marriott
    • Ritz-Carlton
    • Starwood
    • Wyndham Rewards
  • Reviews
  • Contact Us
  • Blog View
  •  
LoyaltyLobby
  • News
  • Hotel Promos
    • Accor
    • Best Western
    • Radisson Rewards
    • Choice
    • Fairmont
    • Hilton
    • World of Hyatt
    • IHG Rewards
    • Marriott
    • Ritz-Carlton
    • Starwood
    • Wyndham Rewards
  • Reviews
  • Contact Us
  • Blog View
  •  
LoyaltyLobby
No Result
View All Result
ADVERTISEMENT

Reader Question: $21K In Fraudulent Charges Due To British Airways Hack & HSBC Refuses To Dispute?

by John Ollila
November 28, 2018
Reading Time: 4 mins read
7

A LoyaltyLobby reader sent us a message via Facebook about an unfortunate incident that appears to be due to British Airways data hack that leaked credit card numbers with CVVs of close to 400,000 passengers that had purchased tickets from the airline.

British Airways Cruz

Remember that you can always email us, send a message via Facebook or use Twitter and include photos too. We’ll try to cover Reader Questions & Comments here several times a week.

Here’s the message from the reader:

ADVERTISEMENT

I just read your blog about there’s another victim had suffered from the BA’s Data Theft & Card Compromised case. I believe you maybe more interested on mine.

On 21st Sept this year, I received 4 sms sent from my bank that there were forex transactions had debit my credit card which had used for award booking on ba.com on 29th Aug. The fraud amounts are CHF6,230, CHF4,900, EUR4,794 and USD3,408.12, totally eqv to HKD165,205 (!?).

I immediately called my bank HSBC and see what I could do, HSBC claimed that all the amounts were already properly settled between banks as every single information were correctly input (including CVV!?), therefore deemed no fraud. I did request for dispute/chargeback, but as it’s so uncommon in Hong Kong, customer rights protection here is weak (comparing with the full protection in US/EU), no agreement on the waiver of amounts could be reached apart from inactivate that card till today.

I then quite sure it must due to BA’s leakage as I only used that card (HSBC Premier master, only used for online airticket booking) on ba.com for the past three months. I called BA’s HK office, they played dumb and claimed everything would be handled by their London office, and “suggesting me to contact my bank” for further help (1/3).

Weeks later after I have filed an online complaint plus a twit, I received an email that requesting me to provide booking details, card info and evidents of the fradulent charges… so on, and “suggesting me should contact my bank for further help” (2/3). I did promptly provide everything they requested, together with an online credit card statement as evident.

Three weeks later, I received another email from BA, apart from hyprocretically emphasising “It is important to us that you’re not left out of pocket as a consequence of the data theft so, if you have suffered any direct financial loss that has not been covered by your bank or card provider or relevant insurance policy” twice, and again requested the same information as previous email, AND “suggesting me to contact my bank for any further help” (3/3). I then again provided all information needed, plus scanned copy of my credit card statement in paper form which purposely requested from HSBC as stronger evident.

And guess what? Last week I received another email as follows:-

“Dear Mr NAME REMOVED Thanks for coming back to us about the fraudulent activity on your account.

As you’ve advised that HSBC won’t return the monies taken from your account, please provide us with a letter from HSBC confirming they won’t reimburse you for the charges and the reason why. Please also send us a signed letter of authority allowing us to speak with HSBC about your case. You can send these documents to cr.attachments@ba.com.” Despite the frustration about such ridiculous requests, I stupidly contacted HSBC again. However, as previously HSBC clearly stated out their position that all the amounts were deemed properly settled with no fraud, they are not obligated to provide any letter to explain “why they won’t reimburse” the said amounts. I was even mocked by the telephone agent that “Sir, we don’t explain why you have to pay for supermarket expenses”…

Moreover, there are no authorisation letter attached by BA for me to sign! No to mention all correspondents have to go through their back-to-80s online portal instead of simply click the reply button, the portal comes with no document attachment function (which means I need to go back to outlook and sent the attachment separetly to the designated email address solely for attachements!).

Obviously BA just want to kick the ball to the banks/credit card companies (suggesting me to contact my bank everytime!), instead of I would not out of pocket as a consequence of the data theft and ensure I would be reimbursed as swiftly as possible as promised by BA. Now I have over ten thousand pounds debts sitting in my account.

What should I do next?

I am sure that some readers are wondering why HSBC in Hong Kong is refusing to dispute these transactions? The dispute process varies from country to country and is not as easy as many readers in the United States are used to. In some countries the credit card issuers may require you to get an affidavit or police report before they entertain an idea of a dispute. I am not familiar (yet) what is the process in the Hong Kong.

There appears to be Consumer Council in Hong Kong. I would contact them for an advice. Because the amount is quite high $21K, I would retain and lawyer to draft a letter to HSBC and British Airways office in Hong Kong asking for a resolution.

There is no reason why HSBC couldn’t dispute these transactions that were not authorized. The merchant needs to then prove that the card was present or where the goods were shipped.

Conclusion

Remember that British Airways continues to claim that they are not aware of any fraud derived from their credit card hack, although the numbers are on sale in the dark web (read more here).

It is very unfortunate that innocent third parties that have purchased tickets from BA need to deal with issues such as the reader here because the airline basically left their front door open and allowed all these information to be stolen.

I hope that the reader is able to resolve the issue with HSBC and British Airways. The first course of action is to get HSBC to dispute these transactions.

There is the BA Class Action lawsuit that SPG Law is preparing. You can sign up for it here.

Previous Post

Hilton Honors Loyalty System Update Issues?

Next Post

Hyatt Visa Credit Card Holders Can Save US$25 (x2) When Spending $500 On Everyday Purchases By December 31, 2018

Related Articles

Airfare of the Day [Business Class] ONEWORLD Barcelona to San Francisco from 1,577€

Airfare of the Day [Business Class] ONEWORLD Barcelona to San Francisco from 1,577€

Freddo Zabaleta
July 2, 2022

Today’s Airfare of the Day goes to American Airlines, British Airways and Iberia and their midweek business class excursion fares...

Airfare of the Day [First Class] BRITISH AIRWAYS Dublin to San Francisco from 2,605€

Airfare of the Day [First Class] BRITISH AIRWAYS Dublin to San Francisco from 2,605€

Freddo Zabaleta
July 1, 2022

Today’s Airfare of the Day goes to British Airways and their first class midweek – weekend combined fares for round...

BAMF

British Airways Buy Avios With 50% Bonus Through July 10, 2022

John Ollila
July 1, 2022
1

British Airways has launched a sale that allows Executive Club members to buy Avios with a 50% bonus through July...

Upgrade Your Travel IQ

Make the most of your travel with our free and daily newsletter with the latest hotel and airline news and promotions.

We do not sell or share email addresses.

ADVERTISEMENT

Trending

Marriott’s Corporate Response To Property Level Payment Scams
Uncategorized

CANCELLED! No Marriott Suite Night Award Extensions!

July 1, 2022
Hilton Go Employee And Friends & Family Rate Plans
Hilton Honors

Hilton Go Employee And Friends & Family Rate Plans

July 25, 2021
Earning 378 British Airways Avios Miles For My US$300 Malaysia Airlines Ticket – Why Even Bother?
Malaysia Airlines - Enrich

Surprise: Malaysia Airlines Platinum Lounge For Business Suite & oneWorld Emerald Has Reopened

July 2, 2022
No, This Isn’t a Joke: Deutsche Bahn (DB German Rail) To Become The Next Star Alliance Member
Deutsche Bahn Railways

No, This Isn’t a Joke: Deutsche Bahn (DB German Rail) To Become The Next Star Alliance Member

June 30, 2022
Whine Wednesdays: Hotels Closing Popular Facilities Due To Private Functions – W Kuala Lumpur
Compensation Clinic

Compensation Clinic: Closed Swimming Pool & Hotel Bar For Private Event At W Kuala Lumpur

July 3, 2022

Top Categories

  • IHG Rewards Club
  • Marriott Bonvoy
  • Hilton Honors
  • Accor ALL
  • Airfare Of The Day
  • Starwood Preferred Guest (SPG)
  • Hyatt – World of Hyatt
  • American Airlines – AAdvantage
  • Travel News
  • United Airlines – Mileage Plus
ADVERTISEMENT

All Categories

In Case You Missed It

Accor ALL Chile & Peru 800 Bonus Points Per Stay Through September 21, 2022 (Book By July 31)

Accor ALL Chile & Peru 800 Bonus Points Per Stay Through September 21, 2022 (Book By July 31)

June 30, 2022
Six Vinpearl Hotels In Vietnam Join Marriott System In 2022

Six Vinpearl Hotels In Vietnam Join Marriott System In 2022

June 26, 2022
No, This Isn’t a Joke: Deutsche Bahn (DB German Rail) To Become The Next Star Alliance Member

No, This Isn’t a Joke: Deutsche Bahn (DB German Rail) To Become The Next Star Alliance Member

June 30, 2022
Preferred Hotels I Prefer 27,000 Bonus Points For A Stay By December 31, 2022 (Book June 27)

Preferred Hotels I Prefer 27,000 Bonus Points For A Stay By December 31, 2022 (Book June 27)

June 27, 2022
When IHG One Rewards Benefits Are Rolled Out?

READER EMAIL: Confirming: Ambassador Renewal Extended Diamond

June 26, 2022
ADVERTISEMENT

Since 2011, we have been helping millions of visitors like you untangle travel loyalty programs for free upgrades, flights and hotel nights.

Facebook Twitter Youtube Instagram

Site Navigation

  • About LoyaltyLobby
  • News
  • Reviews
  • Airfares
  • Contact Us

Hotel Promotions

  • Accor
  • Hilton
  • IHG Rewards
  • Marriott
  • World of Hyatt

Sign Up For Our Newsletter

Our free daily newsletter sends you the latest information on hotel and airline programs.

We do not share or sell email addresses.

Site & Contents ©2011-2022 LoyaltyLobby.com
Terms of Use & Privacy Policy

  • News
  • Hotel Promotions
    • Accor
    • Best Western
    • Choice
    • Fairmont
    • Hilton
    • IHG Rewards
    • Marriott
    • Radisson Rewards
    • Ritz-Carlton
    • Starwood
    • World of Hyatt
    • Wyndham Rewards
  • Reviews
  • Contact Us
  • Blog View
No Result
View All Result

© 2011–2021 LoyaltyLobby.com - Site & Contents