Travelex Supercard

glentoran99

Purchase made 30th June, debited from my account 1st July additional charge 5th July

Not sure where to get the rates it was a $33 transaction charged £24.39 and then an additional 46p

No mention of the additional charge anywhere in the app

Small amounts but better to know about it now before using it for bigger ones

If the rate goes the other way are they going to give a refund?

On the pilot it took a lot longer to come out of your account

dj1471

Very unlikely the transaction was settled next day, it usually takes at least two working days.

The rate you got was 1.328 (rounded up slightly), this doesn't correspond with any of the MasterCard rates for 30/06 - 05/07. Yes, something fishy is going on, query it with Supercard.

glentoran99

dj1471 wrote: »

Very unlikely the transaction was settled next day, it usually takes at least two working days.

The rate you got was 1.328 (rounded up slightly), this doesn't correspond with any of the MasterCard rates for 30/06 - 05/07. Yes, something fishy is going on, query it with Supercard.

It was definitely settled next day, it's clear on my bank statement, I was surprised it showed so earlier too, on the pilot it could take up to a week to go from pending to actually out.

dj1471

glentoran99 wrote: »

It was definitely settled next day, it's clear on my bank statement, I was surprised it showed so earlier too, on the pilot it could take up to a week to go from pending to actually out.

Just because they've billed your linked card doesn't mean that the original transaction has been settled, the later charge seems to confirm that it wasn't. Though it doesn't really make sense to bill the linked card before the transaction is finalised... Strange one, hopefully you'll get a meaningful response from Supercard.

Jermanicus

I received my Travelex Supercard today and went through the steps of activating it. Problem is, after logging in successfully and trying to view my PIN I get a message saying "Hold up - There's been a problem. Please try again or contact our customer service team."

When I try calling customer service and waiting for twenty minutes to speak to someone, all I am told is to delete and reinstall the app and phone back if that doesn't work.

Well, it didn't work.

Next problem: I added my bank card. Afterwards, I noticed that Travelex has pre-authorised (for 30 days) the sum of £5.00 from my bank account.

Just about to call them yet again.

UPDATE:
Just called their call centre and spoke to a chap who didn't really seem to understand the issue. First he spoke to his supervisor who said that I needed to contact my bank for an explanation. Then after reading the detail of my online bank statement which says "MasterCard authorisation from Supercard" and a pre-authorised amount for £5.00, he spoke to his supervisor again who asked me to send in a screenshot of the statement which I have done.

Still unable to view pin.

I think at this rate I would rather use my debit or credit card abroad and be hit with the horrendous charges. At least I'll have the peace of mind which currently I do not have from this Supercard.

glentoran99

dj1471 wrote: »

Just because they've billed your linked card doesn't mean that the original transaction has been settled, the later charge seems to confirm that it wasn't. Though it doesn't really make sense to bill the linked card before the transaction is finalised... Strange one, hopefully you'll get a meaningful response from Supercard.

So supercard got back to me, it was the difference in the rates, and they also confirmed if it went the other way you get a credit to your account

W1zz

I've recently got a Supercard and linked it to my Nationwide Debit Card (Flex Plus Current account).

Made a couple of foreign purchases (€361 hotel booking & another €200 reservation). All appeared fine and purchases of £301.67 and £167.13 went through with claimed saving of £14.22 (€1.19 to £1 exchange rate).

A few days later the above amounts were debited from my Nationwide Current account.

4 days later and additional charges of £6.26 and £3.23 have been taken from my Nationwide account listed as 'SUPERCARD: IC CASH'

Is this normal? I thought Supercard was suppose to do all this and only take £ sterling from my bank account.

Just wondering, if the Mastercard exchange rate dropped during the purchase date and the debit from the bank. Would Supercard retrospectively charge you for this difference? It doesn't list this payment on my Supercard history.

eDicky

W1zz wrote: »

I've recently got a Supercard and linked it to my Nationwide Debit Card (Flex Plus Current account).

Made a couple of foreign purchases (€361 hotel booking & another €200 reservation). All appeared fine and purchases of £301.67 and £167.13 went through with claimed saving of £14.22 (€1.19 to £1 exchange rate).

A few days later the above amounts were debited from my Nationwide Current account.

4 days later and additional charges of £6.26 and £3.23 have been taken from my Nationwide account listed as 'SUPERCARD: IC CASH'

Is this normal? I thought Supercard was suppose to do all this and only take £ sterling from my bank account.

Just wondering, if the Mastercard exchange rate dropped during the purchase date and the debit from the bank. Would Supercard retrospectively charge you for this difference? It doesn't list this payment on my Supercard history.

As experienced by Glentoran above, it's because of the exchange rate fluctuation between the time of the transaction and the date of settlement, a working day or two(?) later. Apparently you receive a credit if the rate moves in your favour. I guess there's no way around this system if they want show up the transaction immediately in the app.

glentoran99

They have said they are looking at it, not sure what they can do about it though

concernedSaver

Question: when you make a purchase abroad, how does the transaction show on your bank statement? A generic "Supercard" thing, or does it show the purchase details?