€15,000 is a substantial sum of money for me, and I do not believe you fully appreciate the position this has left me in.
It has now been six days since I first notified you of these unauthorised transactions. In that time, I have received assurances that you are “working on it”, yet no clear action, timeline, or resolution has been provided.
Your own stated policy makes clear that users must use a card in their own name and that third-party payments are not permitted. I do not hold a LemFi account. Therefore, how was my card accepted and used on your platform?
I have now provided my full card details relating to the transactions. You will be able to see that the card details used on your platform do not match the name on the LemFi account profile through which the transactions were processed. That profile is not in my name.
You state that fraud is taken extremely seriously. From my position, however, it appears that your systems allowed this to happen.
I now require a clear and definitive answer:
Will LemFi refund the €15,000?
If so, what is the specific timeframe?
If not, please confirm this in writing so that I may provide it to my bank, who have asked me to attempt to resolve this directly with you before proceeding further.
I have cooperated fully and exercised patience. Six days without a clear position on €15,000 is not reasonable.
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