Fraud is a subject that we take very seriously and we will do everything in our power to assist you, our customers, when there is suspected fraud.
Luckily, due to the nature of our service, its easy for us to locate fraudsters when they strike.
What we'll need
We'll ask you for some basic bank details to allow us to locate any charges being made against your card. Please be aware that the information we ask for cannot be used to make charges and does not compromise your account security in any way. We will then search in our system. On occasion, several accounts may be generated. This does not mean that multiple account have been opened with your card, it simply means that some other users may have the same 4 digits at the end of their card as you which is extremely common, especially for American Express cards. We will read you some basic information from the card that we see on screen to verify that the account does 100% correspond with your card information.
What we'll do
If everything matches we will be able to tell you the email address used to create the account, time and date it was created and the amount of payments taken. We will also check our tracking system to see if any devices have been added to the account. If there are devices added we should be able to give you the locations and IP addresses used by the fraudster. If this information proves that the account was not made by yourself we will be able to cancel the account and refund any charges taken.
On occasion we will need additional evidence from you to help us prove that there is genuine fraud on your account. Please click HERE for details.