TSB blocked online transaction

zaksmum

I use my TSB credit card frequently and always pay the full amount outstanding each month.

This week I attempted to purchase an item online from John Lewis but was unable to complete the purchase because TSB refused to authorise the transaction.

TSB then rang me with an automated message to which I had to key in my answers, then I was told to try again and the transaction would be authorised.

It took three attempts and three more phone calls before I could complete the transaction.

I rang again, holding for an adviser this time, who explained it was queried as it was unusual activity on the account. I pointed out that I regularly spend more than this amount - just over £300 - on my card without all this palaver. Yes, she said, but not at John Lewis!

I feel like switching banks if this is going to be a regular occurrence!

PeacefulWaters

I feel like switching banks if this is going to be a regular occurrence!

You would rather they allowed transactions to go through without checking when they think there's a high risk of fraud?

Odd.

MARTYM8`

PeacefulWaters wrote: »

You would rather they allowed transactions to go through without checking when they think there's a high risk of fraud?

Odd.

I don't disagree - but they don't make it easy to confirm transactions.

I had a similar issue with a payment recently - it was just stuck held online. Went into a branch - neither the cashier or the manager could advise me how to move it forward.

Then called them by phone - did my security details initially, then spoke to another person with more security details asked, and then someone else with more security questions and finally got put through to the fraud team - the only people who could see any record at all of the stalled payment on their systems - who again asked me more security questions (some very obscure). If anyone had taped my call they probably would know more about me and my likes than my partner does!

This all stems from their 4 digit phone call coding to approve transactions - and lack of card readers/security keys.

I don't mind the payment being stopped - but it was very hard work getting it sorted as they aren't clear about the processes for doing so!

Twopints

PeacefulWaters wrote: »

You would rather they allowed transactions to go through without checking when they think there's a high risk of fraud?

Odd.

You think it is fine for a bank to stop its customers carrying out routine transactions for no valid reason?

Odd.

jonesMUFCforever

The banks can't win whatever they do - if they block transactions until they get confirmation of its authenticity they get pillored - other posts on here complain about banks letting transactions go through which are fraudelent.

Would you enter into an agreement with your bank whereby you could choose that all transactions go through without any checks BUT there would be no comebacks if any were fraudelent?
I would not - the present system is not perfect but a lot better than a free for all.

Paul_1977

Switch to who, Lloyds use the same system and that's four banks.

It will most likely be a one off. Better to check than have it stolen and money spent.

PeacefulWaters

Twopints wrote: »

You think it is fine for a bank to stop its customers carrying out routine transactions for no valid reason?

Odd.

A high possibility of fraud is a valid reason in my book.

~Beanie~

I had the same issue when trying to purchase a fridge freezer from Currys online. I tried my Halifax debit card and my Aqua credit card, neither would go through but the Halifax card worked eventually, after I replied to a text from their Fraud Dept. Aqua phoned 8 hours later !! to ask if it was me that was making the transaction and said that they had a lot of online fraud with Currys so checked every time.

It was very annoying at the time but I can understand why they do it.

zaksmum

PeacefulWaters wrote: »

You would rather they allowed transactions to go through without checking when they think there's a high risk of fraud?

Odd.

I don't mind them checking when they think there's a high risk of fraud.

I just can't imagine what made them think there was. I use that card regularly and for far higher amounts too, which are never queried.

And I don't think it's acceptable for them to tell me three times that the transaction would now be authorised and then for me to be unable to complete it again.

GingerFurball_2

jonesMUFCforever wrote: »

The banks can't win whatever they do - if they block transactions until they get confirmation of its authenticity they get pillored - other posts on here complain about banks letting transactions go through which are fraudelent.

Would you enter into an agreement with your bank whereby you could choose that all transactions go through without any checks BUT there would be no comebacks if any were fraudelent?
I would not - the present system is not perfect but a lot better than a free for all.

People who complain about trivial !!!! like this should have an 'allow all transactions without questions' indicator put on their account.

GingerFurball_2

zaksmum wrote: »

I don't mind them checking when they think there's a high risk of fraud.

I just can't imagine what made them think there was. I use that card regularly and for far higher amounts too, which are never queried.

And I don't think it's acceptable for them to tell me three times that the transaction would now be authorised and then for me to be unable to complete it again.

If you didn't mind then checking then we wouldn't have this thread.