Smile Bank Phone Blocked etc

I have had two transactions to two regular payees using two accounts and two account holders.  I was advised to contact the bank on the number of the back of my card.  I tried.  I got the message that you have dialled an incorrect number.

I was able to send a message using the online banking.  They replied that I had changed my SIM card so it would not let me call them.

How on earth can you report a lost or stolen card if you cannot contact them?

As for reclining the transactions to two reputable national organisations, one being NS&I, I am flabbergasted.  Online banking is becoming a complete pain.
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Comments

  • la531983
    la531983 Posts: 1,672
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    What number are you trying to dial?

    Seems unlikely someone on live chat knows what you have done with your sim card.
  • GeoffTF
    GeoffTF Posts: 1,353
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    What does "reclining the transactions" mean? Why not tell them that you have had your card lost or stolen through online banking?
  • eskbanker
    eskbanker Posts: 29,938
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    GeoffTF said:
    What does "reclining the transactions" mean? Why not tell them that you have had your card lost or stolen through online banking?
    I presume OP means that they had some transactions declined but didn't actually complete the first sentence to clarify that.

    I don't think their card actually is lost or stolen, but they're pointing out that problems phoning the bank would be more serious if, hypothetically, they had lost the card or had it stolen....
  • Declining indeed.  The number I used has been confirmed as correct by the bank and there was no contact with 'live chat'.  The message I got back by message was 'had I changed my SIM card?'  

    This was the first time I can recall trying to contact the bank by phone using this number on this SIM card.  It was the 'computer' that blocked the call.

    It is probably some IT guru's idea to block spam calls an DNS attacks.
  • GeoffTF
    GeoffTF Posts: 1,353
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    Am I right in thinking that your problem is in contacting customer services to find out why the payments were declined? Precisely what happened when you called the customer services number?
    Can you call from a different number?
  • Firstly there is only one customer service number and it was reported as an incorrect number - end of.
    We are both (different accounts) in contact through online messaging.  Despite all assurances to the contrary transfers out of either account are declined. Both are discretionary payments but one is more important than the other/
    It is time consuming and frustrating.
  • GeoffTF
    GeoffTF Posts: 1,353
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    So phoning customer services is not a problem to you, because you are in contact with them online.
    Your problem appears to be that customer services says that you can make your two payments, but they are blocked when you try. Why were the payments declined? What sort of payments are they? Debit card payments? Faster payments or something else?
  • GeoffTF
    GeoffTF Posts: 1,353
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    edited 2 October 2023 at 5:51PM
  • boingy
    boingy Posts: 1,167
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    Smile are idiots. I don't know how they are still in business. 
    I expect the brand to be killed off sooner rather than later.
  • Two Problems:
    1. Payments were for debit card payments online. Spoke to a real person this morning and we worked through the issue.  It needed Tech Support but the block was probably at Visa Secure and my orders were never passed the VS.  It took them several attempts until they got is cleared.
    2. We were not able to contact the bank on their 0345 number on my mobile or my wife's mobile an the common threads were Smile 0345 and Lyca Mobile provider.  They could not find any problem at the bank.  It was more likely the Lyca connection (This was a MSE recommendation).  I have put the question to Lyca.
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