Vent - Raileasy: tried once, never again!

bobcoates

Yesterday I tried using Raileasy for the first time, as seen on MSE.
I had real problems with them when it came to the payment stage with repeatedly getting "Transaction Declined".
I did it repeatedly because the card issuer kept making suggestions as to what I should enter to get the authentication to work although all attempts failed.

According to the card issuer the problem was something in Raileasy's authentication of me/my card, it coming up with reasons like Security Code incorrect, or Post Code incorrect. The card issuer said it was caused by problems at Raileasy's end with customer authentication. I'd have to talk to them.

By this stage all these attempts had generated a further problem in that every time I tried to book, and failed, they got an authorisation code from the card issuer for the full amount which even though they didn't actually take the money, came off my available credit. The card issuer warned me that I wouldn't be able to do it again, because next time it would go over my credit limit!

So, no choice but to contact Raileasy. The reason I didn't call them first off was the £1 per minute premium rate call. Why should I pay £1 per min to get them to sort THEIR problems out.
So I emailed them explaining the problems saying I'd only call if they gave me a non premium rate number.

They replied very quickly and gave me the number 0208 989 3437.
(So that's the Money Saving tip!)

I rang and the first person I spoke to was as helpful as she could be. She said she would contact the card provider and get the authorisations lifted so that I'd get my credit limit back and could try again.

Later I got an email from Raileasy saying this had been done.
So, tried booking again, this time making sure my address, post code etc were all exactly as the card provider dictated to me as to what they had on their system, so that there should be no authentication problem.
Guess what, failed not only on the security code and post code, but also on the card expiry date!!! It displays the values they were trying to check and they were all correct.
What's more it was also declined because of insufficient funds!
Despite what Raileasy had said, the card issuer said thay had no record of the authorisation codes being cancelled by Raileasy.

Back on the phone to Raileasy and the person this time was a lot less helpful.
Basically said "We HAVE cancelled the authorisation codes, the authentication issues are all the card issuers fault and nothing to do with Raileasy. Why don't I go and book with someone else!"
He asked when I was travelling. "Oh no problem then, the hold on the credit card will come off after 10 days anyway, and you still have time to book after that"

So I'm now stuck with no tickets and a credit card I can't use for 10 days.

I've used this credit card for years for web purchases and never had a problem before, so do I think it's the card issuers fault or Raileasy's? I'll leave you to guess!

dzug1

Why would you use Raileasy anyway? Avoid their fees for a start - which MSE DOES point out to you.

Bit late now alas

Former_MSE_Alana

Hi bobcoates,

We have received this response from Raileasy:

“I think I should first explain how these pending charges occur on our site. We have a higher level of security on our site than some other retail sites namely the billing details entered must match up with those held by a customer’s bank or card issuer – if the details are incorrect the booking will fail. This is to protect both ourselves and our customers from fraudulent activity. Therefore some customers may experience no problems on another retailer’s site as they do not have this level of security. Unfortunately the banks and card issuers DO NOT check the billing details before authorising the transaction, and the credit card issuers and banks do not support auto-reverse, so the charge ‘hangs’ for up to ten working days before dropping off automatically. We do not hold this money and we do not have access to it. We can cancel the charges to ‘show’ the banks that we are not interested in the charges which hopefully will speed the process up. To cancel the charge a representative will call up our bank and a cancellation fax will then be sent from our bank to their bank at the end of the day. This is why Barclaycard would have been unable to see the cancellation as it is not automatic – obviously we have no control over the banks and card issuers process time.”

geordieracer

You should never use 3rd party for train tickets anyway.. you will always get a better deal on the TOCs own website...