TSB blocked online transaction

PeacefulWaters

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.

Fraud patterns aren't just about transaction size.

zaksmum

GingerFurball wrote: »

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

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

In this case, I saw no reason for them to think that.

There was no unusual activity on the account.

IanManc

zaksmum wrote: »

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

But it is their perception of the risk that causes them to check, not your perception.


Santander sometimes block or delay transactions that I make. The transactions look perfectly ordinary and reasonable to me, but in the end I'm happy that they do what they do, because at least they're trying to look after my money.

Gromitt

Maybe for reasons like this rather than rejecting the transaction out right, the bank could ask you some questions before the transaction is authorised.

Kind of like Verified By Visa/Mastercard Securecode.

Buzby

it's not TSB but JL's 'partner' Barclays that are killing the transaction. I went through this with 3 'declines', it turned out it was JL's computer that cancelled the transaction after its own security check meant there was a mismarc between the data held by them and the card issuer - usually, but not restricted to the postcode or name styling. If it doesn;t match 100%, JL cancel it themselves.

gunsandbanjos

I believe John Lewis online is a viewed as higher risk than others as they don't ask for the CVV or they certainly didn't used to. Therefore banks are naturally more cautious as you would hopefully expect!

zaksmum

Gromitt, they did ask security questions. I need a password for TSB ClickSafe which I correctly gave and they still blocked the transaction.

Buzby, It was TSB who blocked it. They confirmed this when I rang them.

gunsandbanjos, JL did ask for a CVV. I wasn't happy having to input the card details and the CVV so many times!

meer53

John Lewis may have had a spate of fraudulent transactions on certain cards. I know people worship JL and think they can do no wrong, but they're just another retailer, same as other high street and online stores. Even Harrods have fraud, it doesn't matter who you bank with or who the retailer is, they're all subject to fraud checks. Changing banks wouldn't necessarily mean it won't happen again

MARTYM8`

I think people are sort of missing the OP's point here.

Its not about the transaction online being blocked - its the process TSB have in place for you to prove its genuine and get it sorted.

I had to speak to five different people at TSB (branch and by phone) before I spoke to someone who could assist and release the payment (four lots of security details provided to different people in one call often the same again and again) - when the website should simply have provided me with a direct telephone number for their fraud team which would have saved me a lot of messing about. That is the issue being raised - not their perfectly reasonable systems for blocking potentially fraudulent transactions. Its the unblocking - not the blocking!

zaksmum

MARTYM8` wrote: »

I think people are sort of missing the OP's point here.

Its not about the transaction online being blocked - its the process TSB have in place for you to prove its genuine and get it sorted.

I had to speak to five different people at TSB (branch and by phone) before I spoke to someone who could assist and release the payment (four lots of security details provided to different people in one call often the same again and again) - when the website should simply have provided me with a direct telephone number for their fraud team which would have saved me a lot of messing about. That is the issue being raised - not their perfectly reasonable systems for blocking potentially fraudulent transactions. Its the unblocking - not the blocking!

Thanks Marty. It was a total pain to sort out and then on top of all that, I got 2 separate texts from JL with 2 different tracking numbers saying when the item will be delivered. So had to double check that two of my attempts to order hadn't gone through, instead of one.:(