My card was stolen and used fraudulently, I phoned Yorkshire bank, the first CSR told me that it wasn't fraud because the person had used my PIN. I told him this was impossible as my PIN I not written down and nobody else knows it. Still he insisted the PIN was used.
After an hour of confusion I chatted to an online representative, who confirmed that the payments were made via contactless and to phone up again.
I phoned again and another rep this time confirmed it was contactless and definitely fraud, 5 days later I have a new card and the money has been refunded.
While I am happy to get it sorted I feel like if I hadn't have pursued them they would have just ignored my fraud report.
Very disappointed with the customer service in this case and also the overdraft fees are pure extortion of the poor.
Reviewed on: 8th February 2020
