M&S Credit Card Blocked - shambles

beefturnmail

Applied and accepted for an M&S Credit card in Mid-October.  It's been an absolute shambles - ending in my card being totally blocked for 2 weeks now.

Problems started when I tried to log in to M&S banking online.  You have to generate a security code via an app.   When I tried to download the app I couldn't register it properly on my phone but it came up with a message saying call them (I suspect this is because I have previously banked and had a credit card with M&S some years ago, but my phone number has since changed).  Spent an hour on the phone trying to resolve - they wouldn't/couldn't change my phone number, despite numerous (and I'm talking 10+) security questions answered correctly - I had to end the call as I needed to go out.

I was able to use the card as normal and made a couple of purchases - less than £100, nothing unusual - theatre tickets and a supermarket.  Then after that my card started being declined, both for in person and online transactions.   Meanwhile the app issue seemed to 'fix itself' and I was able to log in successfully (and change my phone number manually myself).

When I called to ask about the blocked card, it was another hour on the phone with many more security questions, eventually I got through to someone in the UK- who said my card had been blocked for suspected fraud - a letter was being sent to me with further instructions, but that after our call, they'd also send me an email of the letter.   This call was 10 days ago and I have no letter or e-mail and my card is still blocked.

Not sure where I go from here, other than formal complaint.  Presumably this is all because of my phone number changing, but surely they should be able to cope with that?

Peter999_2

I had very similar issues.    I got the card and tried to use it in a supermarket and it was blocked due to suspected fraud.   The first purchase, haha and it was only £20.

I also didn't like it as the app didn't immediately showing any usage like all the other credit cards I have used do.  You have to wait a few days for it to show up. 

I only got it for the interest free period and have since paid it off and closed it.

[Deleted User]

It's about 18 months ago but I opened an M&S Credit card.  I only used it twice (very small amounts of less than £20) and although I cannot remember the details now, it really was a shambles.  I think it was something to do with getting a code from the app.

I paid off the small balance immediately, waited for the next statement which had a zero balance and, within about two months, I was glad to have completely closed the account.  I just remember thinking that it was not worth the difficulties involved.  It was time consuming and really frustrating. 

No regrets about closing it.  I still shop at M&S though.