Egg Declining Transactions

netwalk

For some reason unkown to me four transactions on my Egg Money account have been declined yesterday and today. My balance owed is £400 and my credit limit is £5600. The account is not in arrears.

I have queried each declined transaction when they happened using the Egg online Secure Messaging, the first nearly 40 hours ago, and I have not received a single reply. What is happening at Egg and has anyone else noticed their customer service going down the drain?

DJ1UK

They reply to my secure messages within 24 hours - sent one to them last week.

Maybe you should phone them if you want a quick response. 08451 233233

DJ

aris

Even better - call 01332 335919 instead (0845 numbers are expensive). Number courtesy of https://www.saynoto0870.com

Woby_Tide

likewise, normally answered very quick but up to 36 hours waiting on a response for one currently. Sort of know the answer and I can afford to wait so not overly bothered though.

K9cuddles

yeah I emailed them yesterday lunch, still no response yet!

intel

S_a_r_a wrote:

yeah I emailed them yesterday lunch, still no response yet!

May help it lets you know if email has been read or not very good bit of kit
and its done anon, and unlike OE reciepts they cant say no because its
all done in the background.

http://www.messagetag.com/home/

MickKnipfler

I had that. THey said it was due to "unusual spending patterns" I bought a few things on the internet, a week or so before Christmas!

charlie12

Their delay in responding to secure messages may have something to do with their site redesign due soon.

Always best to call if you have a query like this though, you'll get a better and more satisfying response through verbal communication

alared

intel wrote:

May help it lets you know if email has been read or not very good bit of kit
and its done anon, and unlike OE reciepts they cant say no because its
all done in the background.

http://www.messagetag.com/home/

Handy bit of kit but I don`t think it would work through the secure message system.
Not read it all but it looks like it only works using an email program such as Outlook, Outlook Express, Incredimail, Eudora, Pegasus, or Netscape Mail which uses the SMTP protocol.
Please note that Hotmail, Yahoo!, AOL and similar services CANNOT run MSGTAG.
You can send message-tags to Hotmail, Yahoo! and AOL addresses, and use these services to receive your receipts, but you cannot send tagged messages from these services.

Chadsman

I also sent them a secure message on Saturday and didnt get a reply until Tuesday

netwalk

Finally received the following reply from Egg explaining why my transactions have been declined over the last couple of days:

To help you manage your money better, we've developed an automated system that allows us to quickly pick-up on suspicious transactions. We use an interactive system that makes outbound calls to verify use of your card. This system is designed to protect you without stopping you from using your Egg Card for genuine transactions. Making contact with you like this means there's less chance of your card being blocked. This will allow you to shop in confidence and without the embarrassment of having transactions declined.

More details about our new system can be found by following the link below.

This process is now complete and you'll now be able to use your card as normal.

Please accept my apologies for any inconvenience caused by this matter.

Unfortunately no link was given so I have responded again asking for explanations. Anyone else had transactions declined lately for no apparent reason or heard of these new systems at Egg?