Tesco credit card - overzealous security

jd87

Does anyone else find that Tesco credit card security procedures are a bit over the top? I know it's supposed to be for my own benefit and everything but seriously, the card gets blocked all the time. I never have this problem with other cards, and I do use other credit and debit cards frequently.

Any transaction on a foreign website = BLOCKED
Try to use the card more that 10 times in one day = BLOCKED

Each time requiring a call to their security people to get the block removed. I just tried to pay for some flights through Norwegian Airlines, a perfectly established and respectable website, and it got blocked. The security people are unavailable til the morning and I can't risk losing out on the flights so I've had to use a different card, which means I've lost out on clubcard points.

I thought card companies security systems built up an idea of your spending profile to work out what is suspicious and what isn't? Flights, foreign websites, high value transactions, many transactions in one day - these are all normal for me.

Will definitely be writing a letter of complaint now as this happens far too often, but just wondering if anyone else has also found Tesco to be a bit more over-cautious than other cards?

chattychappy

jd87 wrote: »

I thought card companies security systems built up an idea of your spending profile to work out what is suspicious and what isn't? Flights, foreign websites, high value transactions, many transactions in one day - these are all normal for me.

I think the marketing would have us believe that, but the reality is different. The networks just don't seem joined up enough to make a speedy informed decision on the spot based on your own spending pattern. The most I can say is that sometimes your previous patterns (and in the case of telling them in advance of travel plans if it's a foreign transaction) might cause your card to get unblocked automatically a few hours/days later without an intervention from you.

Also, of course, it depends a bit on who's on the hook. I was using Nationwide Select in Asia (somewhere) and a friend had a problem whilst in a travel agent's in Germany. I gave the agent my card number/expiry (no CVV etc) and she put 1500 euros through as a cardholder not present transaction. The ticket was for immediate travel by my friend. Presumably the CC are less worried about such transactions because the risk is all with the merchant in such situations. Easy to chargeback.

These things can be frustrating, I agree. Most of my spend is foreign and I get this problem quite often. I get around it by having 2 or 3 cards that I regularly use and switch as necessary. Sometimes there seems little logic to declines. Eg there is a supermarket I regularly use in Taiwan. One particular card (PO Mastercard) will always block if I use it there. Even if I unblock it, it will generally block again as soon as I return. Other cards are fine. Then for a while Santander Zero blocked everytime I used it in ATMs in Saigon. Did this for about 3 weeks. Was fine before, been fine ever since. I used to get declines on the Eurostar website with Barclarcard. Again, no problem with other cards.

Sometimes I'm amazed with what I can "get away" with. Last week I got out the £300 max every day on Santander Zero for 5 days whilst in Germany/Switzerland. Not a hitch. A while back I had a £40 chip'n'pin decline in Sainsburys and 30mins later walked round to a travel agent and put £2000 through on the same card (also chip'n'pin), no problem (Nationwide Select). Of course we know that fraudsters often try small/tester transactions first.

I've also had the experience in a shop in London where I've forgotten the PIN and run out of tries, for the machine then to say "accept signature".

As you say, the "security people" are often not available outside of office hours. Doesn't exactly fit in with a 24 hour global economy. Annoying if you are in a different time zone.

Frankly, I think I still find it amazing that, without warning, I can pitch up in a foreign country without any prior warning, stick a bit of plastic in a hole and get out a significant amount of cash in seconds. Despite all the different companies involved, different currencies and different jurisdictions it generally works.

So I'm just more tolerant of "network funnies" and am happy with generally works.

Thrugelmir

I've bought on a regular basis from the USA using my Tesco card for many years. Sometimes a single transaction exceeds £5,000. The initial transaction gets blocked. Receive a phone call and authorise the transaction. Supplier resubmits payment request the following day. Prefer this level of hassle to a fraudelent transaction.

Dealt with one supplier for a long time. Spoke at length to Tesco's and they agreed to make a note on their files. Now the transactions no longer get blocked at all.

Prefer security myself to fraudelent transactions. Of which I've had a few over the years.

You've not any grounds to complain. As it's a case if you don't like their service as a supplier move elsewhere.

Though I suspect like me you collect the clubcard points. A couple of my statements arrived by registered post. Due to the value of the enclosed vouchers.

NEH

Thought it better to revive an old thread.

We're getting increasingly frustrated by this. It's been stopped three times in the last 4 months.

Whilst I appreciate that security is key it is ridiculous that I can't go out on a Saturday or Sunday and buy some coffees, a couple of items of clothing, lunch and some food shopping only for it be blocked.

Last time they were great, we got compensation as one of the bone of contentions seems to be that Tesco insist that we should be able to speak to the company that retailers are calling for authorisation however we are always refused or they just come back with we're not going to authorise line and therefore no need to speak to the cardholders. This time the customer service was atrocious. They've now said it will more or less always be stopped if we try to use our card 8-10 times in a 7/8 hour period such as yesterday. At this rate we're going to have to have them on speed dial.

It means that if we want to go on a shopping trip now that includes lunch and coffee that we now have to call for permission to use our card.

This time they say the authorisation company should have let them speak to us but they won't investigate it this time as they can't even though they did last time.

It would help greatly if Tesco used their own authorisation department rather than rely on a 3rd party. It is highly embarrassing when it happens and it is over zealous.

Interestingly when it was stopped in a Tesco petrol station the staff said it is always Tesco credit cards they have problems with and they very often don't get authorised even after ringing for authorisation.

It is very frustrating as you don't always have access to a phone to ring to get the block lifted. We have now been told we can wait till the following day when it will reset itself. Surely if they were stopping it for fraud that would be a loophole that could be exploited. The thieves would surely just reuse it the next day.

StuC75

NEH wrote: »

The thieves would surely just reuse it the next day.

By which time would hope that the Cardholder had reported it stolen and card blocked..

zolablue25

StuC75 wrote: »

By which time would hope that the Cardholder had reported it stolen and card blocked..

Assuming the card was physically stolen and the fraudsters weren't just using the details.

dibuzz

It's nice to feel secure and know they spot things quickly but I wasn't very happy a few weeks ago when I paid my son's car insurance.
After the usual 10 minute game of "press this button", awful on hold music and listening to the small print gobbledegook my card was declined.
I had to ring up and they said its because I don't normally pay so much for car insurance.
I then had to ring the insurance co. back and go through it all again :mad:

StuC75

Given that the OP is posting about problems when using the Card in stores "Realworld".., then they are complaining about a security problems completely different to Cardholder not present fraud \ online transactions.

zolablue25 wrote: »

Assuming the card was physically stolen and the fraudsters weren't just using the details.

POPPYOSCAR

I have just tried to buy something on Tesco Direct for £15 with my tesco credit card and it was not authorised.

I rang them and they said that another department wants to speak to me and I cannot use my card in the meantime.What if I were out and had no other means of payment!!

What the hell?????

I have no idea what it is about and if I can speak to Tesco about my card why can I not speak to the 'other' department now as well?

It really is not fair to keep me stewing overnight!!