Problem using Debit Card online since moving house

marmitemum

My daughter and son in law moved house about three weeks ago. Their bank accounts show their new address, but when they try to purchase things online, the transaction fails, and the error message says something along the lines of “please check the billing address for the card is the same address as where the card is registered and check all details entered are correct'

They have tried contacting Lloyds, who say there is no problem their end and that they have never heard of the problem. I am wondering if it is a Click Safe issue - if they have not updated their database - could that be if? If so, how do they go about changing it? It is very frustrating being in their new home (first owned home) and not being able to buy things for it!

1974Marie

Hi. Is this a flat/apartment?

marmitemum

No it’s a house.

p00hsticks

Not sure if it's still the same, but when I worked in the card processing industry a few years ago the online authorisation process included an (optional?) check of the house number and postcode digits against what the card issuer held on their records - a code would get returned to indicate if the digits matched or not, and if they didn't then it was up to the retailer if they wanted to proceed with the transaction or not, as the liability then switched to the merchant rather than VISA/Mastercard if it turned out to be fraudulent.

micky2phones

Hi, i know this is a silly question but is the online details been changed, their address and new card details ?

trailingspouse

A few years ago I had no end of trouble trying to convince Lloyds that I'd moved house. I used their 'standard' method (filling in a slip printed on the back of the bank statement and sending it to them), but when that didn't seem to have got through their system I rang them and was assured that they'd made the change there and then. When bank statements were still going to our old address I wrote a letter, in the old fashioned way - still no luck. I lost count of how many phone calls I made.

I remember two conversations in particular - one where the poor woman swore blind that she had made the change, where I said 'I know you think you've done it, but I've been told this by 4 different people and it still hasn't happened, so you'll have to forgive me for not believing you', and another where I said 'What more can I do, short of coming to your office, sitting in your seat, and doing it myself??'
We were actually on the point of moving again before they got it sorted out!


But enough of my problems. I wonder if they need to inform the credit card provider separately from the bank?

jonesMUFCforever

OP ask Lloyds to check if they have a correspondence address loaded for you - it won't show by just looking at your account - they need to access the back office.

jonnygee2

@OP step 1 is to try the old address and see if that works. It it does then its just an update problem.

If it doesn't work, then probably its an address problem. Let me know if its Mastercard or Visa and I can probably solve it :-) It would also help if you could give the full address but feel free to change the specifics. For example if the address is;

3A Fulham Gardens
12 Primrose Street
Fulham
W1 4RA

You can write;

4B Palace Building
16 Park Lane
Mayfair
W2 8 QR

As long as the format is identical and the bank has the correct address on file, I'm pretty sure I can tell you how to your daughter can pass the online address checks.

marmitemum

Thanks for the responses and suggestions. It’s a Visa Debit card not a credit card. Lloyds have checked the account twice and have said the addresses match,

We thought that the issue had resolved itself as both my daughter and her husband made online purchases successfully, but then tonight another one failed. My daughter phoned me in a panic as she’d spent three hours choosing wedding photographs for albums for family albums and was at risk of losing them from her basket and having to do it all over again. I gave her my credit card details and it went through, but they can’t go on like this.

StokieBecks

Are any of the sites they are being declined from sites they use regularly where they may have previously stored card and billing details? May be that they are sites with stored data and therefore their biling address is revertering to the old one and being declined as it doesn't match the new one linked to the card?

marmitemum

Some are but one was one they’d never used before.