TSB Credit Card Blocked Fiasco

MsSED

My Microsoft 365 annual subscription was due to be renewed automatically today.  I received two texts, and shortly after an automated phone call, from TSB, saying that they needed to check that it's really me making the payment. They indicated that there had been three attempts by Microsoft (they called it a Games Company) to take £59.99 from my account.  However the way the texts/phone call were worded, if I had agreed that the payments were genuine, I would actually be making three payments. Rather than responding to the call in case it was a scam, I decided to phone TSB and after 15 minutes got through to their Fraud Dept. (in India, I think). MS had apparently made three attempts for one payment of £59.99 but I was given no explanation as to why it had been blocked (I had made the same payment in 2024).  The TSB employee said he had unblocked the card and when MS requested payment again, it would go through.

About half an hour later, I checked my MS account and the payment had not yet gone through, so I decided to pay it there and then, using the TSB card.  I approved the payment via my TSB mobile app but my MS account indicated that the payment had not gone through.  I then paid it using a card from another bank.

Shortly after, a text came though from TSB saying there had been unusual activity, etc. on my credit card and to phone them. After 15 minutes, I got through to another employee in India, who unblocked my card after I explained the situation.  Because I couldn't answer all the security questions to his satisfaction, although I know I gave the correct answers, I had to tell him the name of my nearest hospital and airport.

About an hour and a half later, I got another text from TSB, saying they had reviewed my account and needed to discuss my card payment further and to phone a given number.  Again, I was put through to the Fraud Team in India and asked why they had texted me.  He could not find any reason for this, suggesting that it might have been a delay in the system and it related to when my card had been blocked earlier in the day.  He assured me that all was well. (Let's hope so!)

Is it me, guys?  I know we have to be careful of scams but TSB totally ruined my day and this is the second time it has happened.  The previous time, I complained and received £25 compensation.  I don't want compensation, I would just like TSB to be more efficient.  Apologies for the rant.  Has anyone else had similar issues with TSB?

Nebulous2

Unfortunately we get similar stories about more or less every card provider. Once the algorithms are triggered you are faced with suspicion and trying to proceed just makes it worse. 

One option is to have a range of cards, and switch to another one, when you hit a snag. 

On a side issue - I don't allow 365 to auto renew, and about 6 weeks or so before it is due I shop around for a discounted code and get it at a better price than direct from Microsoft. 

surreysaver

Nebulous2 said:

Unfortunately we get similar stories about more or less every card provider. Once the algorithms are triggered you are faced with suspicion and trying to proceed just makes it worse. 

One option is to have a range of cards, and switch to another one, when you hit a snag. 

On a side issue - I don't allow 365 to auto renew, and about 6 weeks or so before it is due I shop around for a discounted code and get it at a better price than direct from Microsoft. 

I don't allow anything to auto renew. Normally get begging emails approaching renewal time from most subscription services offering discounts 

MsSED

Nebulous2 said:

Unfortunately we get similar stories about more or less every card provider. Once the algorithms are triggered you are faced with suspicion and trying to proceed just makes it worse. 

One option is to have a range of cards, and switch to another one, when you hit a snag. 

On a side issue - I don't allow 365 to auto renew, and about 6 weeks or so before it is due I shop around for a discounted code and get it at a better price than direct from Microsoft. 

Sorry but the auto-renew part of this is not really the issue.  It happened to me about six months ago with a one-off payment.  Also, I do have a range of cards, otherwise I would not have been able to pay as I mentioned in my original post.  The point is that after three calls to the TSB Fraud Team, I am still getting calls from 0345 356 1034 (one of the Fraud Team's numbers) to sort the problem.  Update: They want me to press any button, but when I do so, the phone goes silent.  When I phone the number back, they want a three digit code that I don't have. I have tried using their chat service on my mobile app but that doesn't help because they want me to choose from a list of options that are inapplicable to my situation. Basically, I don't know who to call to get this to stop because it would appear that the Fraud Team don't speak to other parts of the Fraud Team.

Chrysalis

Nebulous2 said:

Unfortunately we get similar stories about more or less every card provider. Once the algorithms are triggered you are faced with suspicion and trying to proceed just makes it worse. 

One option is to have a range of cards, and switch to another one, when you hit a snag. . 

This.
Lloyds debit card is typically fine, but all my credit cards as well as paypal debit card, recently trigger basic things as fraud or just rejected for unknown reasons.  Paypal used to consider my food shopping as suspicious activity.  Too much hassle to get working usually, so I just rotate cards when it happens, with the exception of Morrisons which is now on lloyds exclusively, as when that failed I wouldnt get my food delivered, although I think Morrisons now sensibly take the full payment when order is submitted instead of on day of delivery.

saajan_12

How long was the time frame from the initial fraud texts? 

Unfortunately the back end systems of retail banks are very old and clunky. Given the volume of data which needs to be held accurately and hence the risk in upgrading, I don't expect any overhaul any time soon. 

All I'd suggest, along with paying with another card as you did, is leave it alone for half / a full day and try to use the card on something simple, chip and pin next. Trying to repeat the transaction after they've cleared any block often just re-triggers the same fraud markers, and it can indeed take many hours to clear. I found this super annoying when  I had card issues and found it ridiculous that they expected me to ask a friend to be my bank rather than my bank being my bank, but eventually once I got used just assuming another card may be needed at times, the annoyance levels goes down massively. 

MsSED

saajan_12 said:

How long was the time frame from the initial fraud texts? 

Unfortunately the back end systems of retail banks are very old and clunky. Given the volume of data which needs to be held accurately and hence the risk in upgrading, I don't expect any overhaul any time soon. 

All I'd suggest, along with paying with another card as you did, is leave it alone for half / a full day and try to use the card on something simple, chip and pin next. Trying to repeat the transaction after they've cleared any block often just re-triggers the same fraud markers, and it can indeed take many hours to clear. I found this super annoying when  I had card issues and found it ridiculous that they expected me to ask a friend to be my bank rather than my bank being my bank, but eventually once I got used just assuming another card may be needed at times, the annoyance levels goes down massively. 

Yes, with hindsight I must have tried to pay again with the same card too soon after the Fraud Team had unblocked my account, and I understand what you are saying about the clunky system.  However, I found the whole experience very upsetting because at the back of my mind I was thinking that there could be someone trying a scam me.  Having received about four texts plus three phone calls and also having to make three phone calls with 15 minute waits for each one to be answered, it really was a hellish few hours, which I can do without at my age.

sausage_time

MsSED said:

saajan_12 said:

How long was the time frame from the initial fraud texts? 

Unfortunately the back end systems of retail banks are very old and clunky. Given the volume of data which needs to be held accurately and hence the risk in upgrading, I don't expect any overhaul any time soon. 

All I'd suggest, along with paying with another card as you did, is leave it alone for half / a full day and try to use the card on something simple, chip and pin next. Trying to repeat the transaction after they've cleared any block often just re-triggers the same fraud markers, and it can indeed take many hours to clear. I found this super annoying when  I had card issues and found it ridiculous that they expected me to ask a friend to be my bank rather than my bank being my bank, but eventually once I got used just assuming another card may be needed at times, the annoyance levels goes down massively. 

Yes, with hindsight I must have tried to pay again with the same card too soon after the Fraud Team had unblocked my account, and I understand what you are saying about the clunky system.  However, I found the whole experience very upsetting because at the back of my mind I was thinking that there could be someone trying a scam me.  Having received about four texts plus three phone calls and also having to make three phone calls with 15 minute waits for each one to be answered, it really was a hellish few hours, which I can do without at my age.

No sure why you tried to pay manually instead of waiting for Microsoft to try again.  Had Microsoft contacted you about non-payment?  I can't help but think that in itself triggered something inside TSB.

MsSED

sausage_time said:

MsSED said:

saajan_12 said:

How long was the time frame from the initial fraud texts? 

Unfortunately the back end systems of retail banks are very old and clunky. Given the volume of data which needs to be held accurately and hence the risk in upgrading, I don't expect any overhaul any time soon. 

All I'd suggest, along with paying with another card as you did, is leave it alone for half / a full day and try to use the card on something simple, chip and pin next. Trying to repeat the transaction after they've cleared any block often just re-triggers the same fraud markers, and it can indeed take many hours to clear. I found this super annoying when  I had card issues and found it ridiculous that they expected me to ask a friend to be my bank rather than my bank being my bank, but eventually once I got used just assuming another card may be needed at times, the annoyance levels goes down massively. 

Yes, with hindsight I must have tried to pay again with the same card too soon after the Fraud Team had unblocked my account, and I understand what you are saying about the clunky system.  However, I found the whole experience very upsetting because at the back of my mind I was thinking that there could be someone trying a scam me.  Having received about four texts plus three phone calls and also having to make three phone calls with 15 minute waits for each one to be answered, it really was a hellish few hours, which I can do without at my age.

No sure why you tried to pay manually instead of waiting for Microsoft to try again.  Had Microsoft contacted you about non-payment?  I can't help but think that in itself triggered something inside TSB.

My Microsoft account stated that as I had not paid, they would be ceasing the service "soon". There was no mention of them making another attempt.  I just tried to pay it manually for the sake of convenience to myself. With hindsight, I probably didn't wait long enough after TSB unblocked my account, but they should have told me to wait for a certain time.  Also, I didn't know how many attempts MS would have made.  Do you?  I don't think they would have gone on indefinitely.  Although TSB probably blocked my card after the first attempt, it was only after the third attempt that they notified me that they had blocked my account. Also, TSB continued to badger me to contact them for hours after I had sorted it out with their Fraud Team. They seem to have stopped this now, so as a previous poster mentioned, it may have been because their systems are clunky.

Incidentally, the first guy I spoke to in the Fraud Team reckoned that payment shouldn't have been blocked because I had paid the subscription in exactly the same way last year.