Text Message from M&S Money - Updating Security Details - Impossible to get through on 'phone.

Wagnerman

I received a text from M&S Money asking additional cardholders to call them with their mobile number so that security for online transactions could be improved. I verified the text was genuine before proceeding. My wife is the additional cardholder and she tried to call them three times spending over an hour on the 'phone without the call being answered. I contacted them through their live chat and was told that as a lot of texts had been sent out they were receiving a lot of calls. Hardly rocket science to have expected this so why didn't they stagger the texts or have a dedicated number to call on specifically for this purpose? I have been told there is no other way to supply the information other than by 'phone and we should give it a few days for the calls to die down. Quite unreasonable behaviour by M&S Money I feel. I fully support increased online security but can't they make it easy for us? It seems not.

Gerry1

How did M&S send you a text if they don't know your number? 

Sounds like a scam.  How did you verify that the text was genuine?

PRAISETHESUN

Gerry1 said:

How did M&S send you a text if they don't know your number? 

Sounds like a scam.  How did you verify that the text was genuine?

I read it as OP (the main cardholder) was contacted (presumably using details already held on file) asking to provide details of the additional cardholder (OP's wife, who's details they do not have). 

I agree that it sounds a bit odd, but it sounds like OP queried it via their live chat and found it to be a legit request. My only bit of advice would be to try calling first thing in the morning - that's when I've had the best luck getting in touch with M&S Bank quickly in the past.