I didn’t go to Nandos.

WillPS

born_again said:

WillPS said:

Emmia said:

It's almost certainly a bot engaging in this chat. 

Doubt it given the timestamps. Just a poorly trained person, perhaps someone who doesn't understand what Nando's is and is instead treating it like an ecom retailer.

Nando's can be bought online & collected or delivered. You can also buy cards.

You can also pay online in store. I'm not sure what this has to do with anything though - my point was that the Chase chat person seems to believe that the OP has signed themselves up for this as part of a previous purchase - which isn't something which would ever apply to Nando's; nor any other restaurant (however payment is achieved). 

username

It is awful customer service. I'm going to make some assumptions and say that the £49 transaction was a remote sale, as in online or via an app?

However, surely Nando's must process all of their online sales through a different merchant ID, as surely the restaurants have a separate MID for each branch and if it's anything like an online place I worked it it will show on the statement as central generic with remote transaction/MOTO emphasis rather than as contactless/C&P.

I would think this is the point you need to hammer home to chase - in your chats you say you have the receipt from your previous visit, which I presume was the standard pay by card at the till affair, in the restaurant.

What does Chase say about the method of the transaction for the £49?

WillPS

username said:

It is awful customer service. I'm going to make some assumptions and say that the £49 transaction was a remote sale, as in online or via an app?

However, surely Nando's must process all of their online sales through a different merchant ID, as surely the restaurants have a separate MID for each branch and if it's anything like an online place I worked it it will show on the statement as central generic with remote transaction/MOTO emphasis rather than as contactless/C&P.

I would think this is the point you need to hammer home to chase - in your chats you say you have the receipt from your previous visit, which I presume was the standard pay by card at the till affair, in the restaurant.

What does Chase say about the method of the transaction for the £49?

Nando's encourage customers to order and pay using the app; I'd imagine it's the same MID for ordering while sat in restaurant as it is from home.

MX5huggy

I can’t be bothered to chase Chase anymore I’m not out of pocket and believe I have stopped it potentially happening again. 

But yes I use the app in Nando’s even when eating in, only ordered for collection once. And my receipt is the email the order generates, there’s no email for this £49 order so I don’t believe my Nando’s account has been hacked. 

WillPS

I'd encourage you to complain. Apart from anything, Chase are usually pretty generous when it comes to service recovery/compensation.

ZeroSum

WillPS said:

I'd encourage you to complain. Apart from anything, Chase are usually pretty generous when it comes to service recovery/compensation.

Really? When my wife had problems due getting a new phone, they basically locked her out & didn't want to know. Said they'd transfer funds across, then lied about it, lost out on cashback, refused to make good lost earnings etc. They were absolutely useless.

username

WillPS said:

username said:

It is awful customer service. I'm going to make some assumptions and say that the £49 transaction was a remote sale, as in online or via an app?

However, surely Nando's must process all of their online sales through a different merchant ID, as surely the restaurants have a separate MID for each branch and if it's anything like an online place I worked it it will show on the statement as central generic with remote transaction/MOTO emphasis rather than as contactless/C&P.

I would think this is the point you need to hammer home to chase - in your chats you say you have the receipt from your previous visit, which I presume was the standard pay by card at the till affair, in the restaurant.

What does Chase say about the method of the transaction for the £49?

Nando's encourage customers to order and pay using the app; I'd imagine it's the same MID for ordering while sat in restaurant as it is from home.

I don't eat in Nando's that frequently to warrant downloading and signing up to another app really, I'm a bit old school and just order and pay at the counter.

My theory was that the OP was doing the same, and the miscreant was ordering Nando's online, and Chase were getting confused as they'd seen OP has bought from Nando's before but not necessarily remotely. Therefore it would be obvious which ones were legit, as the restaurant orders would be different to the online/app orders.
But since they order via the app regardless I can see how Chase would be confused and be stating you've bought from the merchant previously.

MX5huggy said:

I can’t be bothered to chase Chase anymore I’m not out of pocket and believe I have stopped it potentially happening again. 

But yes I use the app in Nando’s even when eating in, only ordered for collection once. And my receipt is the email the order generates, there’s no email for this £49 order so I don’t believe my Nando’s account has been hacked. 

As the others have said I'd chase it up with them and Nando's. And change your password on the Nando's account just for extra safety - ultimately the other thing I perhaps think of if it was just a pending hold and it disappeared (and there is no email to signify there is an actual debit transaction, since you usually order through the app) is that somehow there was a fowl up (pun not intended) in the Nando's website or system. I'd think the latter is unlikely though since it is likely to be automated and the staff do not have any involvement with the payment process of online orders.

WillPS

ZeroSum said:

WillPS said:

I'd encourage you to complain. Apart from anything, Chase are usually pretty generous when it comes to service recovery/compensation.

Really? When my wife had problems due getting a new phone, they basically locked her out & didn't want to know. Said they'd transfer funds across, then lied about it, lost out on cashback, refused to make good lost earnings etc. They were absolutely useless.

Just going by what I've read on here, no personal experience. Will add your experience to that now.