DEBIT CARD PAYMENTS QUESTION - BANK GIVING DIFFERENT ANSWERS

[Deleted User]

I've had many similar experiences with banks, but what I cannot accept is the inept knowledge of some of the customer service staff .   I've had wrong and misleading information being given to my questions or cut off when unable to answer the question,  payments being declined for no apparent reason and not informed of them being declined. I've had a situation that after asking and agreeing for a manager to call me back and they never did, I rang again the following day to be told that someone did ring me but the line was engaged..  How pathetic!! I know this was a blatant lie as I never used the phone on the day they were supposed to call me.   I'm afraid that banks are a total disgrace these days; but not to worry as all this can be blamed on Covid!!!

[Deleted User]

Keep a backup card with you or at least Apple/Google Pay.

They aren't going to divulge their fraud algorithm nor will frontline staff even know it.

xlnc99

[Deleted User] said:

I've had many similar experiences with banks, but what I cannot accept is the inept knowledge of some of the customer service staff .   I've had wrong and misleading information being given to my questions or cut off when unable to answer the question,  payments being declined for no apparent reason and not informed of them being declined. I've had a situation that after asking and agreeing for a manager to call me back and they never did, I rang again the following day to be told that someone did ring me but the line was engaged..  How pathetic!! I know this was a blatant lie as I never used the phone on the day they were supposed to call me.   I'm afraid that banks are a total disgrace these days; but not to worry as all this can be blamed on Covid!!!

100% Correct

born_again

Front line call center staff like to say what they think is correct. We have "Retrained many" for simply saying security checks are "Random" Which they are not.
In Op's case I would not expect that low level of low value purchases to hit either card limit for number of transactions or amount spent.

datlex

If you are going to make unusual payments can be worth flagging in advance.

Thrugelmir

xlnc99 said:

I disagree with the 'banks cannot win statement'. Banks need common sense.

I have no issues with the fraud detection and the card being declined if their systems spot a red flag. The issue i have is after i call them up they cannot remove any restrictions from the card so i cannot use my card for the rest of the day. They said its because the card automatically refreshes the next day.

That is ridiculous, what if someone urgently needed to use their card and was not able to do so through no fault of their own.

Unfortunately as much as you moan and rant about the personal inconvenience to yourself. Not going to make one iota of difference. As you are not going to receive a personalised banking service. Having a second payment option seems a common sense way of resolving the issue. 

xlnc99

was thinking of writing a complaint but just not worth it. Left alone

Suggestions on this thread taken into account for the next time

Thanks

Armorica

Which bank?

Wheres_My_Cashback

No different with contactless payments on credit cards. Three of my cards from different organisations have limitations of 10-12 transactions before contactless is automatically disabled and a pin has to be used, whereby the limits are reset.

eskbanker

Wheres_My_Cashback said:

No different with contactless payments on credit cards. Three of my cards from different organisations have limitations of 10-12 transactions before contactless is automatically disabled and a pin has to be used, whereby the limits are reset.

So that is different then - in your scenario, the event that happens after n occasions is PIN request, but in OP's case the card is effectively unusable for the rest of the day....