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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To think this is a pretty bad attitude from Verified by Visa...

22 replies

SloanyPony · 27/09/2010 15:56

I rang RBS Worldpay / verified by visa (basically the people behind that box that comes up and you put a password in when you do an online transaction) because they locked me out of my account.

Very brief background - a week ago, I tried to buy something, entered the password I'd had forever since day one, it didn't work, tried again in case I'd got it wrong, it didnt work, tried a 3rd time really really really carefully, didn't work. It made me re-set my password using various security questions, no problem job done. Used it a couple of times last week, once for Ocado, once for something else.

Then yesterday tried to use it. The same thing happened where it wouldnt recognise my password. This time it wouldnt let me reset.

So today I rang them to get them to sort it - through no fault of my own I can't spend my own money.

She told me that I hadn't tried to use it yesterday, and that I hadnt used it for a whole week. (Funny that as I have switch transactions on my bank statement to prove otherwise that require secure authentification). She kept going into loads of detail about how it could be that I am wrong "maybe you put the wrong password in" "maybe the website saved the wrong card details from last time" to which I would respond appropriately like "well, I've never used that website before actually" etc but not argumentatively - certainly my tone was fine.

She kept going on and on and in the end I just politely said, look, it doesn't really matter why or how this has happened particularly - I just really need you to reset my password.

She said "no, you dont, because you haven't used it since last time so it wil work". I said, look, I can do you a screen-dump to prove its not working if you want - do you have an email address?" She said, no, I'll reset it for you, but as long as you realise you are being silly and it will work if only you try".

WTF?!!! I just giggled nervously at that point in case I was having aural hallucinations and she hung up on me but to be fair she did reset it and I spent some more money and all was right with the world.

AIBU to think they are a possibly in need of a bit more training or perhaps need to understand their system better? It was a very long call that really could have been resolved quite quickly by her just resetting my password!

Anyone else had problems with this?

OP posts:

QuintessentialShadows · 27/09/2010 16:02

No, I have never tried calling them.
But I am pretty peed off anyway.

My cards (with hsbc) are currently registered to an overseas address (where I currently live). Verified by visa therefore does not work, because it is not set up to accept foreign post codes. I cannot buy anything online with my card from any uk vendor. Not even from vendors who deliver overseas. I tried to do a tesco online grocery order to my old uk address this summer (where I spent 2 weeks) and it wouldnt let me do that either.

Stupid system

RosieAndGin · 27/09/2010 16:06

Yep would not accept my password, even though I knew it was correct, had to reset, and fingers crossed it's been ok till now.

Original poster

SloanyPony · 27/09/2010 16:08

Its silly.

I hate any place that has some kind of electronic thing in place which is supposed to work a certain way, and when it doesn't, it must be the person on the end of the phone lying. Is it really that likely that I made the whole thing up and have falsified my bank statement just to prove you wrong so I could make a pointless phone call when you can hear my kids are kicking off in the background - or do you think perhaps, just this once, it might have blocked me out for no particular reason and not shown up on your "system"

If they are essentially gatekeepers for people's money in a "stop fraud" kind of way, hell, I'm worried!

OP posts:

Original poster

SloanyPony · 27/09/2010 16:10

When was that Rosie? Bet it does it again soon! Knobs.

OP posts:

DaisyDaresYOU · 27/09/2010 16:12

It does this to me.have keep putting in a new password

MotherofHobbit · 27/09/2010 16:14

Good grief. That woman needs retraining.

My bank (Lloyds) always seems to flag up my purchases as dodgy despite my putting in the Verified password and then cancels them so I have to call the bank to get them to let it through and then buy whatever it was again

flossie64 · 27/09/2010 16:16

I had this a couple of months ago. When I phoned my bank they said there was not a problem .6 calls later they finally admitted the system had changed my password ,so therefore it would not work for me

RosieAndGin · 27/09/2010 16:16

Knobs indeed, I was thinking I had been hacked, and the password changed, but oh no just a tempremental system. This happened about 5 months ago, like I say no problems again thus far but won't be holding me breath

RosieAndGin · 27/09/2010 16:19

Hmm I'm with Lloyds too.

DaisyDaresYOU · 27/09/2010 16:19

Does verified charge?i always have a few more pounds taken out when i order something.I think 3pounds tbp

JaneS · 27/09/2010 16:22

Verified is crap. When I was sorting out my wedding I kept getting the message my password was wrong, resetting it and trying again and getting no confirmation. Eventually it froze my account, so I rang them. The guy unfroze my account, then thought to ask, 'Oh, did you mean to spend 450 on this website three times?'.

You can guess at my reaction that this hadn't been his first question!

Acekicker · 27/09/2010 16:25

Verified by Visa and the like are evil so your tale doesn't surprise me and you are most definitely not being unreasonable. Aside from the pain in the arse ever decreasing circles the OP has found themselves trapped in, their primary aim is to make it our fault if we're ripped off.

www.theregister.co.uk/2010/01/27/3d-insecure/

In addition their security is laughable in that resetting the password is pretty easy to do and therefore it makes the whole 'security protection' pointless.

I avoid VbV and the likes like the plague, so far I'm managing ok but it's getting harder to do as more and more sites let the card schemes push them into using it.

/rant

Original poster

SloanyPony · 27/09/2010 16:29

Lol - its easy to do unless you are the cardholder in which case it is flaming near on impossible without talking to the knobgobbler irritating woman I spoke to today....

OP posts:

thereisalightanditnevergoesout · 27/09/2010 16:41

Mine's always asking for a new password - I just assumed that I'd forgotten what it was and have always (so far, anyway) managed to reset it myself. I'd never have thought they'd got it wrong (I'm too trusting!) - and now, reading these posts, I'm not so sure.

I definitely think she sounds like she needs more training - at the very least, she should learn not to call customers 'silly'.

Vallhala · 27/09/2010 16:46

I had the same problem with VBV not accepting my password yesterday. I KNOW I was using the right password, like you it's one I've used for years and yet the machine was having none of it.

Having called Visa and changed my password I then returned to complete my online grocery shopping. The new password was accepted without issue but now I'm wondering whether it will work next time I try to use my card.

It seems that the problem is with Visa and not us and their staff need training.

oldraver · 27/09/2010 19:16

I have has to reset my VBV password more times than care to remember that I am running out of combinations of the type I use. I frequently get 'you have used this password before' so therefore cannot re-use it, so why didnt it work previuosly. I thought it was just me. The re-set I dont think is thorough anyway as anyone with your DOB could do it

stoatie · 27/09/2010 19:29

I have had this problem recently, one with my Tesco card (new one as old had expired) kept telling me password was wrong and I knew it wasn't. Also have massive problems with my Lloyds debit card (same problem) - thought it was me going senile but having read this I think it is problem at their end.

On slightly different tack, OH and I tend to have a Christmas shopping day when we try and get most of the stuff. Year before last we were shopping merrily and stopped off for pub lunch - card declined and had to be authorised and told to ring security when we got home. Rang them - card blocked because we were using it too much - I explained we were Christmas shopping and it was ok. Last year I rang Tesco in advance of shopping day to be told if we made more than 10 purchases on the day we would be blocked again (regardless of how much we had spent.) So we stocked up with my infrquently used M & S card and split purchases (and where possible buying lots in one shop) to avoid problem!

claricebeansmum · 27/09/2010 19:34

I have to reset my VBV password everytime I use it. It never remembers my password. I now don't do a password - just randomness because I will just have to reset it again!

commanderprimate · 27/09/2010 21:46

It has never once accepted a password, I have to reset it every time. It doesn't work. Glad to hear it's not just me.

trixymalixy · 27/09/2010 22:01

So it's not just me then?!? I have to reset my password every time. I NEVER forget my pin numbers but thought it was just me forgettingrhe password, but obviously not!

DaisyDaresYOU · 27/09/2010 22:39

I thought i was being hacked into too.Keeps saying you have already used this password.der i know i have,i used it last time i orderd.im gunna run out of passwords soon.whats the point in it?if someones nicked your card they will get through to vbv type in you bank numbers,they only have to guess a dob.there should be a security question.like mothers maiden name etc.Its very crap security tbh

thenameiwantedwastaken · 27/09/2010 22:48

Exactly, and how likely is it that they will guess your DOB right if they have stolen your wallet which also contains your driving license?

It always forgets my password too. Grr. Hate it.

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