21.co.uk will not respond

UNRESOLVED
posted on December 20, 2013.

I locked my account with 21.co.uk whilst I was waiting for £600 of withdrawals to be processed. When inquiring whether they had I was informed that the withdrawals had been cancelled. Further more since my account had been locked £513 of unauthorised transactions were debited from my card by 21.c.ouk.


Despite many email (please see train below), contacting my bank, the police and the AGCC I have had not one satisfactory response. I am at a loss. Here's the email trail:


I have still had no response. This is utterly unsatisfactory.


Would someone please do me the courtesy of responding with some sort of informed update. I will not accept that this has been forwarded to the appropriate team and they will respond. They have not. If you are unable to do this send me the contact details of the appropriate team.


Because of your lack of communication I have taken the following steps:

- Reported the fraud to my bank.

- Reported the fraud to the police.

- Reported your organisation to the gaming commission.

- Reported your organisation to the Alderney gambling control commission.


-------- Original message --------


Date: 18/12/2013 16:17 (GMT+00:00)

To: "21.co.uk"


With respect that is all I have heard for the past 3 days and I have not been contacted and am getting wholly frustrated.


-------- Original message --------

From: "21.co.uk"


Subject: RE: Withdrawals (LTK12153010311024X)


Reference number: LTK12153010311024X

Please use this ticket number in any correspondence with us.


 


Hi James,


Thank you for your email.


Your email has been passed onto the relevant team who will respond during office hours.


Should you have any further questions or queries please don't hesitate to email us.


Kind regards,


Sam


Customer Service Agent

www.21.co.uk


------­---­---­---­Ori­ginal Messag­e--­---­---­-------


Subject:

Fwd: Withdrawals (LTK12153010311024X)




I have still not had a satisfactory response from you despite several emails. I will be calling Natwest at 5pm and proceeding with an official fraud claim.


Kind regards.


-------- Original message --------


Date: 18/12/2013 08:45 (GMT+00:00)

To: [email protected]

Subject: Fwd: Withdrawals (LTK12153010311024X)


Just a reminder as I did not receive a reply to my below email. I expect a payment of £1113 to reach my bank account by COB today.


Thanks and kind regards.


-------- Original message --------


Date: 17/12/2013 09:45 (GMT+00:00)

To: "21.co.uk"


Further to my previous emails I have now had another four unauthorised transactions to 21.co.uk leave my bank account.


The transactions are for £100; £50; £40; and £23. Totaling £213. Please see attached copy of my bank statement.


This, in addition to the £900 already outline, means I am owed £1113 by 21.co.uk.


This is a significant amount and now a matter of the utmost urgency. I have been patient waiting for you to take action thus far but I will not accept any further responses stating that this would be looked at asap.


Please pay the full £1113 using faster payments by COB Wednesday 18th December 2013 to:


Name: MR JAMES X XXXXXX


Bank:


Account number:


Sort code:


Kind regards.


From: [email protected]


Subject: RE: Withdrawals (LTK12153010311024X)

Date: Mon, 16 Dec 2013 13:10:47 -0500


Reference number: LTK12153010311024X

Please use this ticket number in any correspondence with us.




Hi,

Thanks for your email.

Your email is currently with our accounts team. We are working to get this resolved as soon as possible. We will keep you updated as much as possible.


Should you have any further questions or queries please don't hesitate to email us.


Kind regards,

Maria


Customer Service Agent

www.21.co.uk

------­---­---­---­Ori­ginal Messag­e--­---­---­-------


Subject:

RE: Withdrawals (LTK12153010311024X)


Thank you.


Please be advised that after speaking in length with my bank today if this is not resolved to my satisfaction by COB Wednesday they will be contacting you directly and opening a fraud investigation.


In the meantime I would appreciate if you could give me a more definitive timescale than as soon as possible?


Kind regards.


-------- Original message --------

From: "21.co.uk"


Subject: RE: Withdrawals (LTK12153010311024X)




Reference number: LTK12153010311024X

Please use this ticket number in any correspondence with us.




Hi James,

Thanks for your email.

Your email has been passed onto the accounts team now, we will be in touch as soon as possible.


Should you have any further questions or queries please don't hesitate to email us.


Kind regards,

Maria


Customer Service Agent

www.21.co.uk

------­---­---­---­Ori­ginal Messag­e--­---­---­-------


Subject:

RE: Withdrawals (LTK12153010311024X)


As requested please find attached a copy of my last weeks bank statement.


I have highlighted the unauthorised transactions in yellow. There are some items I have blacked out for my own security and peace of mind.


Please could you up-date me on the progress of your investigations and when I should expect a full refund outlined below?


Kind regards.


From: [email protected]


Subject: RE: Withdrawals (LTK12153010311024X)

Date: Sun, 15 Dec 2013 18:11:15 -0500


Reference number: LTK12153010311024X

Please use this ticket number in any correspondence with us.




Hi James,

I confirm that your account has been suspended as requested. Your case is under investigation but by way of cooperation please could you provide us with a copy of a bank statement showing the unauthorised debits?


Should you have any further questions or queries please don't hesitate to email us.


Kind regards,

Jeff


Customer Service Agent

www.21.co.uk

------­---­---­---­Ori­ginal Messag­e--­---­---­-------


Subject:

RE: Withdrawals (LTK12153010311024X)


I have also noticed through my online banking that at least a futher three unauthorised transactions of £100 - totalling £300 have been taken from my bank account by 21.co.uk.


I will contact my bank about this immediately, but I am a) concerned that someone has hacked into my account; and b) are owed at least £900 (£300 unauthorised transactions + £150 and £450 of withdrawals).


Please can you take the following measures:

- Respond to me far quicker than previous emails.

- Outline when you will be crediting my bank account the £900 I am owed - I expect this to be done by close of business on Friday 20th December. I can provide bank details if necessary.

- Suspend my account - it should be locked but as mentioned previously I suspect it has been hacked.

- Provide me with direct contact details of the appropriate person within your organisation that I, my bank and the police can discuss this matter with.


Kind regards.


-------- Original message --------

From: "21.co.uk"


Subject: RE: Withdrawals (LTK12153010311024X)




Reference number: LTK12153010311024X

Please use this ticket number in any correspondence with us.




Hi James,

Thank you for your email.

Your email has been passed onto the relevant team who will respond during office hours


Should you have any further questions or queries please don't hesitate to email us.


Kind regards,

Sam


Customer Service Agent

www.21.co.uk

------­---­---­---­Ori­ginal Messag­e--­---­---­-------


Subject:

RE: Withdrawals (LTK12153010311024X)


They were not cancelled. Please review this. My account was locked so that they would not be cancelled.


-------- Original message --------

From: "21.co.uk"


Subject: RE: Withdrawals (LTK12153010311024X)




Reference number: LTK12153010311024X

Please use this ticket number in any correspondence with us.




Hi James,

Thank you for your email. Your two withdrawals are showing a status of 'Cancelled'.


Should you have any further questions or queries please don't hesitate to email us.


Kind regards,

Lee


Customer Service Agent

www.21.co.uk

------­---­---­---­Ori­ginal Messag­e--­---­---­-------


Subject:

Withdrawals


Hi,


Can you let me know if ny withdrawals for £150 and £450 have processed - my account is locked until they have gone through.


Thanks and kind regards.


 

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