Debenhams Mastercard Problem

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Hi,

My wife has a Debenhams Mastercard which she clears every month.

She made 4 attempts to buy shoes online but her card was declined.

She rang customer services on 0871 522 5050 entering her account number but it wasn't recognised, she then rang again, this time entering her card number it wasn't recognised.

Who does she contact and how.

Regards,

George

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  • redpete
    redpete Posts: 4,693 Forumite
    Name Dropper First Post First Anniversary Combo Breaker
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    You could use 020 8181 0000 for Santander cards instead for a start - free if you get free national calls.

    Press # when you're asked for card or account number, on the third time you'll get other options and probably connected through to a real operator.
    loose does not rhyme with choose but lose does and is the word you meant to write.
  • george682
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    Thank you, I will give that number a go on Monday.
  • george682
    george682 Posts: 5 Forumite
    edited 15 December 2010 at 1:48PM
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    I rang 0871 522 5050 entered the account number and got the followig along with music.
    "All our associates are busy at the moment, please stay on the line and we will be with you shortly"

    I rang twice and stayed on the line for 25 minutes each time, and each time after 25 minutes I was cut off:mad:

    I rang 020 8181 0000 entered the account number and got through to India.
    The Indian Lady said that the card had a technical problem and that when it is declined in a shop that I was to get the shop to ring Santander and they would verify that the payment should go ahead.
    I said that I would not do that and she said that the technical fault should be fixed in 5 to 7 days.

    What is the santander post address for cancelling cards?
  • hippey
    hippey Posts: 849 Forumite
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    My collegue had a very similar problem, we did get to the bottom of it and found that the BIN is fairly new and therefore not always recognised by retailers, more often than not online.

    Not a lot you can do it is actually the retailers problem as it's due to their system not recognising the first 6 digits of the card. Not a lot Santander can do for you on this one, personally I would moved issuers anyway!
    These are my thoughts and no one else's, so like any public forum advice - check it out before entering into contracts or spending your hard earned cash!

    I don't know everything, however I do try to point people in the right direction but at the end of the day you can only ever help yourself!
  • george682
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    Thanks for that hippey. Will definately move. :beer:
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