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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Credit card company have just cancelled my card

79 replies

lurkerspeaks · 21/12/2013 09:20

…. because there were unusual transactions on my account.

Yup, that will be because it is Christmas and I've been present buying you morons.

So now 4 days before Christmas I have no functional credit card. There will also now be issues about trying to return gifts I have already bought as the account will no longer be active to receive refunds.

You seriously couldn't make it up. So AIBU in thinking their fraud detection software should have some seasonal flexibility build in?

OP posts:
ProfYaffle · 21/12/2013 09:48

It does seem odd. We had security blocks on our card numerous times, once we confirmed the activity was legitimate it was lifted. The only time it got cancelled altogether was when our card actually had been cloned and got used somewhere bizarre in South America.

ItAlwaysPours · 21/12/2013 09:49

Are you sure it was a legitimate call from your bank? From bank.marksandspencer.com/banking/security/card-security/ it suggests that you have to call them.

RandallFloyd · 21/12/2013 09:56

They will make outbound calls in fraud cases ItAlwaysPours.

There's never any harm in ringing the main number if you want to be doubly sure but they do also have ways of letting you know that the call is genuine.

Worriedandunsure · 21/12/2013 10:01

I had my debit card stopped the other day, trying to buy something expensive online. I thought it was a problem with the website. I went into my bank to deposit a cheque and they couldn't see why it hadnt gone through. As I walked out my mobile started ringing, it was an 0845 number which is usually t mobile trying to sell me stuff so I ignored it.

I went to several shops buying items on my debit card. The phone was ringing all the time. They eventually text me telling me to ring them. They said they were concerned of fraud due to unusual activity. I did explain it was Christmas.

Original poster
lurkerspeaks · 21/12/2013 10:07

The knew loads about me so I was fairly confident it was M&S.

I wonder if the call centre assistant just didn't explain herself very well. Certainly all the transactions she was querying were ones I'd made.

Ho hum. I'll survive. I've got money to actually do the shopping it is just inconvenient and losing out on the cash back upsets my Scottish soul.

OP posts:
notundermyfoof · 21/12/2013 10:09

Thats really strange, I had my card blocked once because I was using it abroad and the bank thought it was fraudulent but when I called them and spent a fortune on international call charges and went through security checks it was unblocked straightaway. How bloody annoying for you!

notundermyfoof · 21/12/2013 10:11

I missed Randall's post, that makes a lot of sense. I guess if it is that its better to have the inconvenience now than have lots of hassle further down the line.

liquidstate · 21/12/2013 10:13

That's odd. I had a call from M&S a couple of weeks ago to check some transactions. They went through the recent ones and there were two not from me so I then authorised the card cancellation. Did they not try and call first? Annoying but am glad they realised I wouldn't be spending £400 on sexy lingerie and chocolates.

I have survived by spending the M&S vouchers I have accumulated over the last year Smile.

Hope the replacement card arrives safely. Mine took 10 days.

DoesntLeftoverTurkeySoupDragOn · 21/12/2013 10:18

My credit card is with Tesco - they always put a temporary block on it and then phone me to check unusual transactions. If I am making a known large purchase (eg air fares) I now phone to get a note put on the file to ensure the transaction goes through as it's a PITA.

However, I won't complain as they've never cancelled it apart from the one time it was genuinely cloned!

cjel · 21/12/2013 10:18

I had this happen with my M and S card two weeks ago. they rang because I'd tried to buy a jumper from HOuse of frazer online and I haven't shopped there before. It was cancelled even though I confirmed transction. It was a week before new card arrived. I have bank credit card that I hadn't used before so was ok. I am pleased that someone is watching out for fraudsters and won't let them get away with it!!!

lottieandmia · 21/12/2013 10:19

Natwest did this to me about a month ago. I had a phone call asking me to verify some not at all unusual transactions that I had made and I was then told that my card had been cancelled. It wasn't the first time it happened either. Another time they put my account on fraud watch because I used my card in a petrol station in the town I live in. I have no idea how their systems work.

IamInvisible · 21/12/2013 10:27

NatWest did it to me too. I would much rather the inconvience than someone racking up a huge bill or emptying my bank account tbh!

Lillilly · 21/12/2013 10:28

It sounds like your card has been cloned, someone has tried to use it , they have spotted it. They have checked the other transactions which looked genuine with you, and cancelled the card as this us the only way to stop the clone being used .
This would happen with any company.

DoesntLeftoverTurkeySoupDragOn · 21/12/2013 10:42

It sounds like your card has been cloned, someone has tried to use it , they have spotted it. They have checked the other transactions which looked genuine with you

They would also have checked the suspicious transactions if that were the case.

RandallFloyd · 21/12/2013 10:43

I've Pm'd you Lurker.

Yes, it's very probable the advisor didn't explain it that well, fraud is dealt with at a very high level and front line staff are only given the basic information.

I know that might seem backwards but trust me, the less people who know the ins and outs of it the better for everyone!

JodieGarberJacob · 21/12/2013 10:49

I actually love Tesco for their consideration! They phone and ask me about unusual transactions and take action immediately, either unblocking or explaining what has probably happened in the case of fraudulent entries. The inconvenience is minimal. Change cc providers!

RandallFloyd · 21/12/2013 10:57

Its a different scenario Jodie.

There are many reasons why a card would be cancelled rather than just a transaction checked. They system certainly isn't perfect but it does an awful lot that no one is ever aware of.

WhereDoAllTheCalculatorsGo · 21/12/2013 10:59

Tesco are always doing it to me too turkeysoup I got a bit stroppy with them when it happened 3 times in a week and they were all 'it's for your own security' etc etc Hmm.
It's very inconvenient when I'm overseas. Surely they're used to foreign transactions? Every time I make a purchase in china I get a block on my account.

RandallFloyd · 21/12/2013 11:03

The system certainly isn't perfect Where, and there are certain transaction toes that will trigger a fraud response every single time, it's just how the systems are set up.

China is notorious for this because their systems are completely different to the UK so in all honesty you would very probably have the same issue with any Credit Card provider.

I know that doesn't help you but unfortunately these things can't be overridden for individual circumstances.

WhereDoAllTheCalculatorsGo · 21/12/2013 11:05

True, but I do love my Clubcard points so I guess I keep putting up with it. My Santander Zero is much better, no points though, and it is a bit cheaper if it's my cash and not company.

RandallFloyd · 21/12/2013 11:08

Transaction toes? I think I meant codes but I can't be sure Confused

I know it can be a pain in the arse but the systems do stop a lot more hassle than they cause believe me!

DuckworthLewis · 21/12/2013 11:17

What banks don't tell you though, is that if there is fraud on your account they are liable for the cost of it, not you. i.e. they have to reimburse you any amount that you are out of pocket.

All this nonsense they feed us about security blocks being 'for our own protection' is complete bollocks, it is to protect their own bottom lines...

Andrewofgg · 21/12/2013 11:21

Before I go abroad I phone the provider and say what countries I will be in. When I was doing a lot of business travel they (or their computers) knew that I was regularly in the USA. DuckworthLewis you are right but I cannot blame them from wanting to protect themselves.

RandallFloyd · 21/12/2013 11:25

You're only partly right there Duckworth.

You are absolutely right that banks are liable if fraud is proven however they certainly do tell you that. It's no secret, it's written in to all Ts & Cs.

You are also right that the certainty blocks are for the bank's protection too but fraud costs everyone, it's in everyone's interest to stop it.

The are a lot of aspects of the banking system that I am vociferously opposed to but the fraud detection systems aren't one of them. They are in place to protect everyone.

maddening · 21/12/2013 11:26

they usually just put a temporary block on rather than a full lost&stolen - must be a mistake - they can courier out a new card - the bank I used to work for would anyway if it were a mistake on their part - and would probably offer a goodwill credit if the customer complained.

and Duckworth - yes banks are liable for losses when the customer has not been negligent - but the fca also dictates that banks have to have vigorous fraud security - losses are bad for us as a whole - it increases the cost to all of us - additionally not having fraud controls can land banks in deep trouble where it leads to money laundering and fraud etc.

but yanbu op - it should have been a temporary block and you would not be unreasonable to complain to the bank about this.