Received the same letter as many, a direct debit taken out using my name and address but not my bank account details.
Had a chat conversation that lasted about 25 minutes, where I supplied the action fraud crime number and my details - which they already have on the fraudulent account.
At the end I was told the investigation would take up to 30 days, when I asked if they wanted the mobile number from the direct debit letter that would point them to the account the chat window was abruptly closed… no reference number given for my complaint.
Is this normal?
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