Co op blocked payment

alternate

OH got an email and text about a blocked payment made Sunday evening.  Mentions a limited window to phone them but she is out of the country until Friday.  I guess she could phone from overseas but would rather not.  Anyone know how long they give you to validate it before they cancel it?

Thanks.

We are contacting you today regarding a recent payment made on your account.

 

This payment has been held by our Fraud Prevention System and will not be made until we speak to you.

 

Although you will be able to see this payment on your online banking, it has not yet left the bank. It will be cancelled if we are unable to validate your request.

friolento

Can she send them a secure message?

born_again

Joint or sole account?

alternate

sole account

Hadn't thought about secure message.  I will pass that on.  From experience with fraud checks though they want to actually talk to someone so they can ask you the script like "is someone forcing you to make this payment", "is it an investment you saw on facebook"? etc.

I made the a new payment from my account - it isn't a big sum of money - so if it does end up cancelled then it is not a big deal.

Brie

whose account is it?  you say "she" and then you claim that you made the payment.  Are you using someone else's account?  

alternate

Brie said:

whose account is it?  you say "she" and then you claim that you made the payment.  Are you using someone else's account?  

Girlfriend (OH).  She made the payment herself Sunday.  Since it was delayed I sent money from my account today to make up the shortfall.

Hoenir

Possibly they detected overseas access to the account. 

friolento

Hoenir said:

Possibly they detected overseas access to the account. 

That shouldn't be an issue, as long as the account holder could be authenticated properly.

I opened the COOP RS, and made several payments from my COOP current account, on a mobile connection in a Far East country a couple of weeks ago, with zero issues.

BoGoF

Why are they reluctant to phone the bank? They usually give a direct dial number if dialling from overseas. Worst case scenario is that account will be frozen if no contact.

alternate

Not really questioning why it was blocked - I was just wondering if anyone has direct experience of the time frame allowed.

BoGoF said:

Why are they reluctant to phone the bank? They usually give a direct dial number if dialling from overseas. Worst case scenario is that account will be frozen if no contact.

That is a concern but I guess if it is locked then the result is still a call to CS when she returns.  Luckily it is not a main account.

Hoenir

alternate said:

Not really questioning why it was blocked - I was just wondering if anyone has direct experience of the time frame allowed.

BoGoF said:

Why are they reluctant to phone the bank? They usually give a direct dial number if dialling from overseas. Worst case scenario is that account will be frozen if no contact.

That is a concern but I guess if it is locked then the result is still a call to CS when she returns.  Luckily it is not a main account.

If you've made the payment. Why is there any concern?