A bank card was declined in an online transaction. When telephoned about this, the bank claimed the card was fine but needed to be validated in a cashpoint machine. The card was then declined in two different cashpoint machines. When approached again, the bank told the customer that they can see in the customer’s secure messages that they had told the customer that they had had cancelled the card just after it had been sent out. But the account holder’s secure messages do not show such a message and the customer had no idea that the card had been cancelled. Furthermore, the bank had notordered a replacement. This has been checked again and again by the account holder and the account holder’s spouse in order to verify that the message definitely isn’t there. So the customer has not made a mistake.
Is it possible that the complaint investigator at the bank can see an additional message from the one in the customer’s account?