Santander blocked my credit card and online banking

fi29876

Hi, 

I've been with Santander since September and recently opened a credit card - I went shopping yesterday I tired purchasing something for £400 with apple pay but it was declined, I then tried inserting my card and it was declined, I was no where near my limit. When I went to check on my online banking as I thought I may have to approve the transaction (as it's asked me to do this before) my credit card was completely gone from it (only my current account was visible). It was too late to call them so I called this morning and the lady asked me to confirm if these transactions were me and I confirmed - she said something along the lines 'these have been marked as very high risk of fraud or some info was compromised' so she will have to pass it to the back office to take a look that everything is all in order. 

I asked her, how can you suspect fraud when I used apple pay and only I allow access to it - she just sort of repeated the same thing. She told me because I called early in the morning that it should be unblocked by the end of the day. 

The situation was super embarrassing, and stressful and I'm just confused on why once I confirmed I had made those transactions this morning the card wasn't automatically blocked. 

Thanks  

MorningcoffeeIV

fi29876 said:

I asked her, how can you suspect fraud when I used apple pay and only I allow access to it

Because someone else may have used it. Or you may have used it yourself with the intention of denying it.  All payment types should only used by the owner - but that is not the case.

 It's also normal for certain types of transactions to carry a higher rate of fraud.

BoGoF

Had you activated the card?

Had you made a chip and pin purchase beforehand - in my experience pin needs to be used once before contactless can be used - maybe it's the same for apple/google pay?

MattMattMattUK

fi29876 said:

Hi, 

I've been with Santander since September and recently opened a credit card - I went shopping yesterday I tired purchasing something for £400 with apple pay but it was declined, I then tried inserting my card and it was declined, I was no where near my limit. When I went to check on my online banking as I thought I may have to approve the transaction (as it's asked me to do this before) my credit card was completely gone from it (only my current account was visible). It was too late to call them so I called this morning and the lady asked me to confirm if these transactions were me and I confirmed - she said something along the lines 'these have been marked as very high risk of fraud or some info was compromised' so she will have to pass it to the back office to take a look that everything is all in order. 

I asked her, how can you suspect fraud when I used apple pay and only I allow access to it - she just sort of repeated the same thing. She told me because I called early in the morning that it should be unblocked by the end of the day. 

The situation was super embarrassing, and stressful and I'm just confused on why once I confirmed I had made those transactions this morning the card wasn't automatically blocked. 

Thanks  

The customer service department will not know why the transactions were flagged as fraud and the fraud department will not tell you anyway as it would help by giving information to real fraudsters if they declared reason why. Something about the transaction or a pattern of transactions will have triggered the fraud flag, either that or their systems detected that the card details had been compromised, likely as part of an online batch available for sale, or published openly as partial data, if that is the case then you would get a new card number. 

born_again

fi29876 said:

Hi, 

I've been with Santander since September and recently opened a credit card - I went shopping yesterday I tired purchasing something for £400 with apple pay but it was declined, I then tried inserting my card and it was declined, I was no where near my limit. When I went to check on my online banking as I thought I may have to approve the transaction (as it's asked me to do this before) my credit card was completely gone from it (only my current account was visible). It was too late to call them so I called this morning and the lady asked me to confirm if these transactions were me and I confirmed - she said something along the lines 'these have been marked as very high risk of fraud or some info was compromised' so she will have to pass it to the back office to take a look that everything is all in order. 

I asked her, how can you suspect fraud when I used apple pay and only I allow access to it - she just sort of repeated the same thing. She told me because I called early in the morning that it should be unblocked by the end of the day. 

The situation was super embarrassing, and stressful and I'm just confused on why once I confirmed I had made those transactions this morning the card wasn't automatically blocked. 

Thanks  

Think about that comment.
Someone steals your phone when it's open, or makes you open it then goes on a spending spree. Would be happy if they allowed them?

Suddenly spending £400 via Apple pay is a high risk transaction.

Not all bank staff have access to security system for good reasons. It is very easy to make the situation worse. Quite a lot of training required on them.

No retailer having a decline thinks any less of you. It is a normal part of life for them.

fi29876

born_again said:

fi29876 said:

Hi, 

I've been with Santander since September and recently opened a credit card - I went shopping yesterday I tired purchasing something for £400 with apple pay but it was declined, I then tried inserting my card and it was declined, I was no where near my limit. When I went to check on my online banking as I thought I may have to approve the transaction (as it's asked me to do this before) my credit card was completely gone from it (only my current account was visible). It was too late to call them so I called this morning and the lady asked me to confirm if these transactions were me and I confirmed - she said something along the lines 'these have been marked as very high risk of fraud or some info was compromised' so she will have to pass it to the back office to take a look that everything is all in order. 

I asked her, how can you suspect fraud when I used apple pay and only I allow access to it - she just sort of repeated the same thing. She told me because I called early in the morning that it should be unblocked by the end of the day. 

The situation was super embarrassing, and stressful and I'm just confused on why once I confirmed I had made those transactions this morning the card wasn't automatically blocked. 

Thanks  

Think about that comment.
Someone steals your phone when it's open, or makes you open it then goes on a spending spree. Would be happy if they allowed them?

Suddenly spending £400 via Apple pay is a high risk transaction.

Not all bank staff have access to security system for good reasons. It is very easy to make the situation worse. Quite a lot of training required on them.

No retailer having a decline thinks any less of you. It is a normal part of life for them.

But for apple pay to work you need face ID everytime - that's what I don't get. 

Obviously it's good that they have this protection but why not unblock the card once I've confirmed it was me making this purchase. 

BoGoF

BoGoF said:

Had you activated the card?

Had you made a chip and pin purchase beforehand - in my experience pin needs to be used once before contactless can be used - maybe it's the same for apple/google pay?

I'm quoting myself here but some googling suggests that first transaction needs to be chip and pin before any contactless method can be used. 

fi29876

BoGoF said:

Had you activated the card?

Had you made a chip and pin purchase beforehand - in my experience pin needs to be used once before contactless can be used - maybe it's the same for apple/google pay?

Hi, yes i've used the card numerous times with apple pay, contactless and chip and pin 

born_again

As I said not all staff have access to security system, so it will have been passed to that team to deal. Which they will work in the order of cases received.