Yes, I totally get that they didn’t steal the info. I guess I just thought it would be obvious to them that it was a fraudulent account. They were quick to offer to reset the email and password to something of my choosing, but when I said that it was a stolen account and to shut it down, I thought they agreed it was stolen. LOL. Either it’s not obvious, or they just won’t refund because of the time that has lapsed.
It’s not enough just to put in random card details. Nord needs the name and address of the cardholder. Are they saying they have those details on the account too?
Any teenagers in the house who might just find it easier to deny all knowledge? 
… but charge it back, via your card issuer, Nords response is not acceptable. They’ll get hit with a fine/charge as well as losing the value of the transactions - if you tell them you intend to, they might change their mind.
If it’s an Amex chargeback, as you mention dollars, they stand practically zero chance of winning it.
…. But if you have any teenagers, might want to give them one last option to own up before you!
There is nothing the merchant can do. The bank on the other side can and will help you
Teen’s debit card? So, it’s not your credit card? I’m confused.
I’m assuming you’re an adult, so you should know, it’s not like someone inputted all his card details AND expiry date AND back of card number to purchase this as that would be some insane random coincidence.
Did the teen tell you they noticed the payments? Or did you/another adult notice them and ask what he’s paying for and then they said “I don’t know”.
It could either be the teen purchased the trial and forgot to cancel auto-renew or somehow someone got their hands on his card details.
If Nord are saying this was genuine sign up and that’s a legitimate email (which they will have been sending emails to), I’d be amazed if they haven’t emailed them to suggest they check their account details, including bank, are all correct.
That said, if I signed up with someone else’s card, I’d expect to be refused since my name wouldn’t match the account. They know what’s happened here.
Sorry, yes I meant Cc.
They didn’t say. They had me provide the last 4 of the card, card holder name, expiration date, and transactions. They then provided the email address and offered to reset passwords or the address.
It’s a teen’s debit card. So, why involve me at all if the teen lost their own money? That’s also why I didn’t catch the transactions. I asked if it was somehow a trial or something, but the teen said no way.
Sorry, I was intentionally vague on the original post, because of you know, it’s the internet and I’m talking to strangers. I’m the adult, and the teen came to me showing me the charges on the debit card. It’s not my debit card on my main account, that’s why I didn’t catch the charges. As the parent I’m also listed on the account. The teen said no way they signed up for it or a trial, and also there’s the fact that the registered email address is no one in our household.
I have no clue as to how this could happen and Nord be the only charges. Seems unlikely. Someone else suggested that maybe it was an honest mistake by the 3rd party with the unknown email address. No clue if that’s remotely possible.
That’s what I thought. Thanks!
Could be a genuine mistake in the first place. Stranger inputting erroneous number. Or someone in your house clicked on a trial with a plan to cancel and simply forgot.
Original post did say ‘my credit card’ - in my defence
Yeah, I doubt someone just input details of the card that matches the teen as it would require the long 16 digit number, the exact 3 digit security number too AND expiry date.
Most likely then that someone knows his card details.
I would 100% recommend just getting a brand new card. Ask the bank to issue him a new card as you’re worried someone knows the details.
Who knows how they got his details. Maybe they inputted the card details into some website that seemed legit, who knows.
But yeah, just ask them to reissue a new card.
As far as getting the money back… It’s probably not going to happen to be honest with you. I would just move forward and teach the teen on how to protect his card for the future.
I don’t know how easy it is to mess up numbers and have a charge go through. I know that I’ve had credit card companies contact me about a pending charge that was not mine, and I don’t think they bothered sending me cards that time. So, I guess honest mistakes could happen.
I know. It’s the internet. I try to be vague with personal details.
I feel fairly confident in this part, as I was one at some point:
Teens do lie, even the ‘good’ ones, direct to a parents face, even multiple times is not unheard of. Doing so and getting in a muddle, in my view, is all part of growing up - hopefully into a person that does it less, or at least better understands the ramifications.
If it’s the teens card and their money, I’d make them call the card issuer to report it - as doing so, IF they did make the transactions, is fraud in itself.
Hope you get it sorted 