Travelex Supercard

Janeyjones

New here so hope this is in the right place. Has anyone else had a problem with Supercard customer service? Got my card thanks to the MSE recommendation, loved the concept as I live part time abroad. Used it successfully three times online but it's been declined four times in stores/restaurants abroad - embarrassing and inconvenient as my Caxton prepaid card is currently offering very low exchange rates and I didn't want to top it up. I have plenty of cash in my linked uk bank account. For the last 3 weeks their customer services have to be absolutely the worst I have ever encountered. Long delays between emails, unclear responses, fobbing off the problem back to me or my bank. The list is endless. I asked for the case to be escalated as I was about to travel abroad and still no joy. Anyone else having similar problems?

glentoran99

Any problems I've had I've contacted them on Twitter and got it resolved very quickly

amsquared

Just returned from a holiday in Florida. I used Supercard to settle all hotel bills and make quite a few purchases. My wife used Halifax Clarity mainly for purchases and meals. Neither of us used ATMs.

Interesting that both cards used almost exactly the same exchange rates with no fees.

The only real advantage that Supercard has for non ATM spend is the iPhone App which shows the transactions almost immediately including a estimate of the fee savings.

I had one issue where Holiday Inn added $50 per day to cover purchases and this was charged to my card but the whole transaction disappeared after I checked out. I haven't received my linked card statement yet but I think Holiday Inn just charged the original card I had used when booking the hotel.

I think I will apply for a Clarity Card for future holidays so I have both in my wallet.

Roger1

amsquared wrote: »

The only real advantage that Supercard has for non ATM spend is the iPhone App which shows the transactions almost immediately including a estimate of the fee savings.

Yes, I have that on my Android phone, app recently updated.

For me, the only real advantage is earning loyalty points on my linked cards, a definite plus.

I think I will apply for a Clarity Card for future holidays so I have both in my wallet.

Wise.

Another card worth a look is the Creation Everyday Mastercard, which gave me a much higher limit than Clarity. 0% f/x. I haven't used it for cash.

fifeken

amsquared wrote: »

I used Supercard to settle all hotel bills and make quite a few purchases. My wife used Halifax Clarity mainly for purchases and meals. Neither of us used ATMs.

Interesting that both cards used almost exactly the same exchange rates with no fees.

The Supercard rate is set by Visa. The Halifax Clarity rate by MasterCard. There was a recent report here on MSE showing the MasterCard rate to be better in most cases.

RangersPete

This morning I tried paying for 2 hotel rooms in bilbao, transaction declined twice, the hotel then tried charging the rooms 1 at a time, 1st one went through 2nd again declined, ended paying for 2nd room on my debit card :mad:
Arrived home, santander card fraud department wanted to know if some transactions made on my card were genuine as they had authorised all 3 transactions :eek:

Supercard customer service state just 1 transaction was approved and charged, as does the smart phone App, while Santander state 3 transactions have been authorised and I have to speak with the merchant... Back and forth....

Slightly fed up and think the saving created through the extra admin layer is not worth the hassle if/when things go wrong !?

Bastek75

The card is utter rubbish, tried to use it all over Poland, ATMs, shops, even online. Contacted support but they told me some story about 3 seconds pin input lag. What a stupid story!!! i have even told them that I have tried the card online but they still insisted that it is the same problem with 3 seconds? Where do I put the pin in when I buy online? Idiots.... I think it is just a prototype and not working. Funnily enough the card worked half a year before in Europe ( Germany) Then suddenly about 2 weeks ago it has been rejected all the time. The entries in the app were double sometimes but then they disappeared as they were declined all the time. Now the app account is locked as you have to put in the idiotic password randomly all the time... Don't waste your time and life and get a proper card. They have changed the provider to tuxedo recently, fintech rubbish!

glentoran99

Bastek75 wrote: »

The card is utter rubbish, tried to use it all over Poland, ATMs, shops, even online. Contacted support but they told me some story about 3 seconds pin input lag. What a stupid story!!! i have even told them that I have tried the card online but they still insisted that it is the same problem with 3 seconds? Where do I put the pin in when I buy online? Idiots.... I think it is just a prototype and not working. Funnily enough the card worked half a year before in Europe ( Germany) Then suddenly about 2 weeks ago it has been rejected all the time. The entries in the app were double sometimes but then they disappeared as they were declined all the time. Now the app account is locked as you have to put in the idiotic password randomly all the time... Don't waste your time and life and get a proper card. They have changed the provider to tuxedo recently, fintech rubbish!

Or what they call it a trial, take it you didn't read what you signed up to?

BernieGarden

I have been using the Supercard with mixed success. I visit the Republic of Ireland frequently and it seems to be hit and miss whether it works or not. However, in September I used in Portugal and it worked everywhere. The linked Visa card expired and I had terrible trouble getting the replacement added. Now done successfully but the card would not work in an ATM in the Republic of Ireland where I used it previously? Has anyone else had trouble getting the card working again when you replace your primary card?
I don't find the help desk great. They suggest a number of things but seem to be guessing what to try next - sometimes it works and sometimes it doesn't

NicG

Hi. Newbie poster here :-)

I got my card as part of the trial and when I used it in May in Italy it was fine (the only issue was that it took about a month for transactions to show up).

I used it again in Sep in Belgium, and it was accepted everywhere. However, Supercard have incorrectly charged me for an item I didn't spend, and trying to get the problem rectified is like trying to get blood out of a stone...

I used it for four transactions; £20.59, £63.15, £3.11 and £228.51. On my credit card bill, they charged me five times - they added on a random charge for £50.35. Then had also credited me back my £3.11 charge.

When I called them last week (on an 0843 number, with no call charges displayed on their website), they couldn't tell me what the £50.35 charge was for - it wasn't on their system. They said my query had to be passed through to the Finance Team in Chester, and please could I email screenshots of my credit card statement and my supercard statement.

Today, the so called Finance Team emailed me to say there are four charges on my credit card, and four on my supercard, so there's NO ISSUE! I then had to call their 0843 number again, and got through to a chap who said he's got to escalate it to the Finance Team again. He can apparently now see that I shouldn't have been charged £50.35...

This is surely no way to run a financial institution, playing around with peoples hard earned money? What other transactions could they charge me for that I don't make!?

Also, when the trial was launched MSE said that you'd be able to identify the transactions on your Credit/Debit card account "You should still see the name of the shop, restaurant or ATM you used Supercard in on your statement but it will have a Supercard tag on it, so you can identify the transaction." But you can't; they just say Tuxedo Money Chester (sorry if this has been discussed already).

Any advice from people?!?! I'm hoping to get the issue sorted and cancel the card. Can I bill them for the cost of the calls that I'm having to make to sort out their error?! (about £4 at the moment!).