Advanced search be annoyed with the bank?

(25 Posts)
PartialToACupOfMilo Wed 01-Jun-11 22:13:03

I used my credit card at the weekend for two large-ish purchases. The first, and larger, went through fine as a chip and pin type payment and the second, which was fill in a form and sign, also seemed to go through fine. Both of the purchases were made at a garden centre on completely different items and the second purchase was a shed, which is being supplied by another company.

Anyway, I got a message today from the shed company saying my card had been declined. (This happened to me once before and it was because I'd failed to activate it, but it still led to a long line of phone calls to both the bank and McAfee as neither seemed able to tell me whether the payment had actually ever gone through, grr.) I rang the company, phone engaged, so I rang the bank. They had no record of any payment being made and none of any payment being declined - couldn't tell me what was wrong but suggested that possibly the company had the wrong details. OK, so I rang the company to check anf this time spoke to a lovely woman who read my details back to me (all OK) then offered to put through the payment again while I was on the phone - declined again. So I paid with a debit card, which I hadn't really wanted to do as I wanted to spread the cost over this month and next. Anyway all sorted with the company, I rang the bank back. After a lot of being passed about and put on hold I eventually spoke to someone in their security section and it turns out my card had been stopped as the purchases were "out of the ordinary" for me. Now, I understand that they have to monitor suspicious activity, and it's true that most of my payments by credit card are online (and mostly to amazon blush) but whenever I have a big purchase I use my credit card - AND they'd let the chip and pin payment through on the same day at the same shop. The thing that makes me most cross about it, other than common sense telling them it was a 'safe' payment, is that the first person I spoke to hadn't been able to tell me why the card had been turned down and after telling the bank I wanted to make the payment, when I then tried again to make the payment (over the phone) it was still turned down. They also had reassured me that there was no block on my card at all.

At least I was sitting in my living room trying to buy a shed (hardly life and death!) But what if it had been a really important payment, like a hotel bill before rushing to the airport or similar and they told me there was nothing wrong with my card, but continued to block my payments? angry

Tortu Wed 01-Jun-11 22:18:17

Myself and my husband (joint bank account) went to America whilst I was pregnant and ill. We had no cash with us as we intended to just get it out of a cash point. Both cards were declined as getting money out the cash points in America was considered suspicious behaviour. We would have been ok with this, except that the previous year we had been on holiday to both Yemen (don't ask) and Zanzibar and had been able to use cash points there with no problem.

Stranded at the airport......Nothing for it but to cry in the toilets.

PartialToACupOfMilo Wed 01-Jun-11 22:19:43

Are you with HSBC too? Or is it just standard bank behaviour?

HellAtWork Wed 01-Jun-11 22:23:19

It's not, for example, HSBC is it? They do this to me every payday. The week after payday I am generally on the phone to their security/fraud dept. at least 3 times. I too have been stranded in Las Vegas, Los Angeles, Shanghai and New York (sorry that sounds like boasting but being stuck fricking anywhere with no cash is still miserable!) without access to cash DESPITE having informed them in advance I was travelling to those places so they could put a marker on the card to say it would be used in X location (which is what they told me to do.) They are atrocious. Mostly because they spend most of the time with me trying to tell them something, trying to sell me something instead. Pfffffffft.

StrawberryMewMew Wed 01-Jun-11 22:23:40

My Grandmother had the Fraud Squad phone her the other day as her card had been stopped for paying her bills! Nothing out of the ordinary there as she pays to the same companies every month.
Her card was stopped a couple of months ago for 11 days, for paying her bills by phone and paying for something on the net!

StrawberryMewMew Wed 01-Jun-11 22:25:02

And she's not with HSBC so it must be normal bank behaviour.

ptolemy Wed 01-Jun-11 22:25:52

if this is barclays then they do it all the time because they are idiots and i you literally have to say to them i will call if i loose my card and i check my banking online so unless i ring it needs to all go through okay

Tortu Wed 01-Jun-11 22:25:57

Lloyds. Know I should be grateful to them for checking carefully about my spending, but it was annoying.

I hear loads of people had problems with the olympic tickets.

emsyj Wed 01-Jun-11 22:25:58

Do you bank with Abbey/Santander? They did this to me when I was completing on a house purchase, having also done it when we transferred funds (to our solicitor's client account) to exchange. When that happened we made a huge fuss and they promised it wouldn't happen again. We notified them of the fund transfer for completion in advance and were assured that their fraud team knew about it an it was fine.

Yup, transaction declined by fraud team again. I ended up having to leave work to go to a branch with my passport and do a CHAPS transfer. They even tried to charge me £20 for the pleasure! Needless to say, they got short shrift.

We closed the account shortly afterwards and would never bank with them again. Thing is, they had mobile numbers for both DH and me - couldn't they just have rung us and asked a few questions? This is what Natwest did when we bought two expensive appliances online. They called, we said 'yep, it's us' an they said 'ok' and the payment went through.

emsyj Wed 01-Jun-11 22:26:36

Haha I see there's more than one bank that has ishoos in this area!!!

FabbyChic Wed 01-Jun-11 22:29:10

You cannot use a chip and pin with the machines whereby you have to sign something. It is not designed for that purpose.

Hassled Wed 01-Jun-11 22:31:00

I'm with Natwest - for personal and business. And they always ring me if they have ishoos - they have been very good about that. They ring pretty quickly, too.

twoistwiceasfun Wed 01-Jun-11 22:35:50

Message withdrawn at poster's request.

PartialToACupOfMilo Wed 01-Jun-11 22:35:53

FabbyChic - I don't get what you mean; no, I get that there are two different systems, I just don't get what you mean by it. Am I being a bit thick?

microserf Wed 01-Jun-11 22:37:35

hsbc did this to me with my corporate credit card, but then refused to speak to me at all as i wasn't the designated account person at our company. no of course i wasn't, on a sunday night stuck in an airport in another country. and no one in the office.

was very angry.

magically, although, when someone maxed out the same card fraudulently buying crap online from dodgy sites, they were only too happy to talk to me to take all the details - but then threatened me by saying it was either my husband or my secretary who had stolen the details.... and did i want to start an investigation as it would probably lead back to me or them! told them to go ahead - refunded quietly without another word... but was FUMING at their approach.

sorry to hijack your post op, just feeling a bit better for the opportunity to rant about banks!

niceguy2 Wed 01-Jun-11 22:39:31

All banks use fuzzy logic to determine potential fraud.

Yes when it's a false positive it's annoying but would you rather they didn't bother?

then you'd all be moaning how the greedy bankers should be able to spot you don't usually buy sheds!

In that context, yes yabu.

The bank was BU not to call u asap when your cardvwas declined. Mine usually does it within a few hours

AlsoAvailableSober Wed 01-Jun-11 22:40:30

Partial - often thieves will try a small payment and if that goes through, then go for a much larger one. This may have been what caused any suspicion

Very annoying though, we were left in Morrocco with no money when the bank stopped us using cash points (you are not allowed to take any cash into Morrocco, so really no other choice hmm). Oh and they won't let us log the fact that we are going abroad in advance angry. Lloyds BTW

cricketballs Wed 01-Jun-11 22:48:46

we have it all the time with Natwest. Although I appreciate that they are trying to ensure fraud is not being committed it is a pain in the arse. It often happens when we do our 'xmas shopping. We always, every year, do a big hit on the one day and get 90% of pressies in the same day. It just so happens that Next is close to the car park and we end up there last. EVERY time at xmas I have to speak to the security team (and it is usually an overseas call centre and I can not understand her when she asks for 1st, 2nd, 3rd etc letter of password so I end up getting it wrong!)

KickArseQueen Wed 01-Jun-11 22:52:50

I'm also with Natwest, so is DP, we have both had calls to our mobiles to check if a funds transfer or purchase were legit, they have also immediatley refunded a bank charge when I rang them and asked them to. And!!!! They actually apologised when they lost a cheque we had payed in! Their mistake, but at least they apologised, can't fault them tbh.

PartialToACupOfMilo Wed 01-Jun-11 22:56:13

Niceguy2 - The AIBU is not really related to the actual security checking (even through my cross-ness I can appreciate that an amount going through on a chip-and-pin is less likely to be fraudulent than one going through on apaper with a signature), but rather that they weren't able to tell me why my card had been turned down or even record on my account that it had been - let alone let me know. The first time I rang them after picking up the answerphone message the person just reassured me that there were no blocks on the card and that it was all fine. When I had spoken to the guy in the security section, after finding out that the payment was 'suspicious' and complaining to them, he then went on to tell me that the payment would go through fine if I rang and spoke to the shed company again - I'd just told him that I'd had to use my debit card and that there therefore wasn't going to be a payment with my credit card anymore - it's the lack of communciation I guess that's really infuriating me.

Anyway I won't go on - I hate it when OPs come back and insist they aren't being unreasonable! This should have really gone into the 'I just really need a rant' section grin

fairydoll Wed 01-Jun-11 23:07:20

HSBC consider my cc being used in Newcastle suspicious!

bonkers20 Wed 01-Jun-11 23:12:33

My DH had his card stopped while we were in India. That was handy ;-)

Mine stopped working too, but that's because it expired while we were out there. That was handy ;-)

Luckily we had other cards and funds and it's relatively cheap to live out there. We know now to let the bank know if we're off galavanting.

Orbinator Wed 01-Jun-11 23:51:23

HSBC did this to me so often I've changed to Nationwide. I still have my DD's coming out of HSBC but refuse to use them on a daily basis. I used to work in events and get a day's notice sometimes before being flown out - last thing you need to be worrying about is calling someone in Dehli to try to explain that for 3 days you won't be in UK and that you may still wish to use your own money...

Orbinator Wed 01-Jun-11 23:59:42

Just read your post Hell - ditto to all of that - even when you bother calling they don't make any note of it. I had this happen so many times I simply tell people not to use them any more. Oh and I got hauled to the security desk in Tesco for trying to buy a pack of eggs and 4 bananas. 30 mins later and the guy on the phone can't understand what I am saying, trying to tell him where I was born and having to shout it loudly in front of the queue at the fag desk. That's clearly secure hmm

That is why I won't use them on a daily basis.

prettybird Thu 02-Jun-11 00:07:02

I had M&S credit card declined while trying to pay my hotel bill in Greece. When I got home and rang them, they tried to claim that the message said for the vendor (ie the hotel) to ring to confirm details. I was with George (the hotel owner) as he was trying to do it and it did no so such thing: it just said "transaction declined". Had to put it on a debit card instead - fortunately there were enough finds in that account.

M&S's other little trick was to ring either a work or a home number despite having mobile numbers to confirm transactions while you are away on holiday (having told them in advance) - and then stopping the card 'cos they don't get a response within a day angry

In contrast, American Express (which we took out after these and other incidents with M&S) have always been fantastic - the only problem is that not everywhere takes them.

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