Prepaid Credit Card refused (Orange/MasterCard)

Squelch_

Hello all,

I've just been through the mill with Orange Mobile while trying to top up a pay as you go account using a prepaid credit card. I'm posting here to firstly warn other members that there may be a problem, and secondly to document the situation to enable a point of reference should any further action be required.

After several attempts via the Orange website, and via the automated telephone service, I was unable to link my CashPlus Prepaid credit card. The only feedback was an error stating that the details were incorrect. I eventually spoke to one of their customer service representatives, and what followed was quite upsetting.

I was told that prepaid credit cards are not accepted by Orange. I replied by saying there has never been a problem with all of the other services I have used the card with, and their reply was that they do not accept these types of cards because of fraud. I then told them that I had gone through all of the security checks for both accessing my Orange account (registered at my address) and the credit card was also validated the same address, so what part of this was deemed fraudulent? I also pointed out that it was MasterCard and they displayed the MasterCard logo. The customer service rep then laughingly said that that didn't matter, and asked if I have another method of paying. I asked if payment could be made with any prepaid credit card, and was emphatically told no. I ended the call without resolution.

After a bit of thought I decided to research this problem. There was a brief discussion on this matter at MoneySupermarket back in 2011, but little else. A quick check at MasterCard's site suggests that should a merchant refuse a payment, then to contact the card issuer to initiate a complaint. I then phoned CashPlus who initially told me that that the card should be universally accepted where the MasterCard logo is displayed, and that perhaps Orange had old systems in place. I related the shoddy experience that Orange had subjected me to, and the CashPlus agent asked me to hold while she checked with a manager. Upon return, she told me that there was a pending complaint to Orange and Vodafone over the non acceptance of their cards. I must report that Vodafone do accept the card at this time.

I called Orange back and asked for my problem to be escalated. The manager I spoke to was a little more helpful, and told me that it was impossible to link these prepay cards, but if I went through the process of making a credit card payment, then the payment should go through. I had already attempted this at least four times previously, but on this occasion (and after a flurry of keyboard activity their end) the payment still failed and showed £0.00 online. I was then instructed to check my balance via the mobile (451) after they had called me on my hard line. Indeed, the balance was now £10, and this was explained away as a problem with the online service. I was also told that this was the only method of making a payment via prepaid CC, and that it was still impossible to link a prepaid credit card to the account. Surely if this were true, then the balance should show at least £50 taking the previous attempts into consideration, and there must be a valid form of reviewing and accepting the payment?

After a little more research, I now have the following questions:

1. Why doesn't Orange universally honour the MasterCard Logo?
2. Do Orange accept their own prepaid credit card (Orange Cash card - also MasterCard)?
3. If the first two answers differ, is this a breach of some ruling concerning credit card use and/or unfair competition?
4. Are there any other merchants that exhibit this problem with prepaid CC's?
5. Should all online payments firstly display a security check, and then a review of the payment?

I strongly feel that not only have I been treated shoddily while using a prepaid credit card, but also that the correct procedures and terms of use are not being adhered to.

Your remarks and advice are most welcome.

alanq

Someone here complaining that their Tuxedo card that was formerly accepted was later refused by Orange. They found that they could use their card to pay the bill in an Orange shop so the anti-fraud excuse seems weak.

http://www.moneysupermarket.com/community/forums/t/orange-refusal-to-accept-prepaid-card-for-payment-49334.aspx

Squelch_

alanq wrote: »

Someone here complaining that their Tuxedo card that was formerly accepted was later refused by Orange. They found that they could use their card to pay the bill in an Orange shop so the anti-fraud excuse seems weak.

Thank you for linking that article alanq, As a newbie I wasn't able to include it when I made reference.

When I spoke to Orange, it wasn't just the quote of anti-fraud, but more like an inference that I was committing fraud. It was this attitude that led me to make further enquiries.

I was under the impression - perhaps mistakenly - that a credit card was a credit card, and therefore should be accepted as such where the appropriate logo was displayed regardless of how the card was paid for. In this instance, it was only when I informed them it was a prepaid card that I was then treated as a second class citizen and potential fraudster.

What rankles the most is the lack of information regarding the refusal of prepaid CC's as a method of payment, and instead I needed to make costly telephone calls and further research the matter to which I still haven't had a satisfactory answer. Add to this, the fact that Orange are actively advertising their own prepay CC. Do they refuse their own pre paid card too?

The subsequent action taken by Orange of manually adding credit to my phone is also of concern. My full details were entered into the web form, some intervention was made by the service agent whilst on the phone, and the credit appeared almost immediately. I cannot find any record of this transaction. They have my full card details, so I'm expecting the money to be taken at some point - but when?

To whom should I refer this matter to? Cashplus say they already have an active complaint with Orange over non acceptance of prepay CC's. Orange have effectively stonewalled me.

simax

Orange Pre-paid cards are accepted. Other Pre-paid cards are not.

They were exposed to fraud. Simple as that. They can refuse to take any payment method they wish.

Squelch_

simax wrote: »

Orange Pre-paid cards are accepted. Other Pre-paid cards are not.

They were exposed to fraud. Simple as that. They can refuse to take any payment method they wish.

Based on that simple logic my first reaction would be that Orange are also refusing my custom of 10 years or more.

A little more thought however, is if they refuse a payment method, then why do they on one hand display a logo advertising this as a valid payment method, and on the other, not clearly state any vetoed methods because of previous fraud? I cannot find any reference to Orange having been exposed to fraud, nor their policy against potential fraud. So far it's been word of mouth only, and now your assertion. Perhaps you can point me to where you draw this from?

I'm beginning to take the cynical stance that they like the extra revenue raised by having to keep calling their premium rate customer service to no avail

simax

I know the above as I work for them.

Don't take it personally. You can't use them for contract bill payments or proof of ID in one of their shops either.

Also, it's not really that big a deal is it? Use a "normal" card or cash instead.

Squelch_

simax wrote: »

I know the above as I work for them.

Don't take it personally. You can't use them for contract bill payments or proof of ID in one of their shops either.

Also, it's not really that big a deal is it? Use a "normal" card or cash instead.

Thank you for your candour Simax.

Unfortunately I do take it personally after the treatment I received during my first contact. As I stated before, I was made to feel as if I was committing a fraud by the very action of trying to pay via my card which for all intents and purposes should have been accepted.

I have merely sought clarification since, and I'll go further to say that if the information was at hand when I first attempted my payment, I would have accepted the situation.

May I respectfully ask you to relate my experience to the powers that be, and to ask that the situation is made more clear so others might benefit in future?

simax

Sure. I'll pass it on.

rartherinv

This is one of the unfortunate penalties of being subprime. When i had these cards i had a lot of problems with payees and the actual card issuers having 'technical difficulties' meaning i always needed to have a backup payment method. even the shop workers treated me like a freak when trying to load money onto the cards, they are mostly unfamiliar with the computer and often gave up trying to figure out the system as there was a big queue forming behind my nuisance.

The whole idea of these cards is still very much beta with many flaws and you cannot rely on them. you should just get a basic bank account which these days give you visa cards which can be used anywhere.

I think you have reason to feel disappointed with orange's customer service and you take your business elsewhere when possible, but complaining to them and the internet will just be a waste of your time.

Naf

simax wrote: »

Orange Pre-paid cards are accepted. Other Pre-paid cards are not.

They were exposed to fraud. Simple as that. They can refuse to take any payment method they wish.

Part of the OPs point (and something I'd like to know actually) is that the 'payment method' is MasterCard. But Orange accept some, and not others within that method. Particularly accepting their own, and not competitors seems to be an unfair way to trade.

simax

But.... any retailer can choose not to accept a certain type of payment, that's my point. A case in point is on-line auth debit cards on planes/trains/pay@pump stations - they won't work. If a retailer want's to accept the risk of accepting these cards then they can make them work. Simple as that.