Random debit card blocking by bank

[Captain Haddock]

I've been with this bank since around 2005 (after successfully sky-diving out of the hated HBOS) and on the whole they've been pretty good and so have the OH and I: no overdraft, no CCs and account always in healthy credit. The problem is that around three years back the bank started randomly blocking my wife's debit card (and, on occasion, mine) when making internet purchases and also at card-readers in stores and hotels. The latter can be very embarrassing, as you would well empathise, and on one occasion an attempt to pay for a hotel stay in Asia was blocked by them, even though we gave them advance notice of foreign travel! Also, when booking flights I have had my card blocked and on one despairing occasion after I had called to get the block lifted (no explanation given) the flights I needed had gone up by some £200!

I have been complaining about this in writing now for a full year and not once have they responded about any of it, bar the customer service people that we have to call. My wife's card has been blocked three times since December, 2014 and another complaint letter sent after that has gone unanswered. This cannot go on unanswered and I'm just looking for clarification that it's the FO I should be approaching and not the FCA.

[leclerc]

Re: Random debit card blocking by bank

If it's overseas then the likelihood is that the card is being used in hotspots which the bank will not tell you about because clearly that would alert fraudsters. I know some banks give out a number that can be called from overseas when this happens so that you can contact the bank directly to resolve the issue at the point it arrives at, which I assume you have done, however there is nothing wrong with the practice albeit you might feel a little bit targeted as a result. I am assuming they have given advice as to what to do in future?

[nemesis45]

Re: Random debit card blocking by bank

A formal complaint to the banks Director of Retail Banking (or similar post) is always the best route, customer (dis) service often has little knowledge and even less authority apart from the " company script".

[Captain Haddock]

Re: Random debit card blocking by bank

There was only ever one overseas block: the embarrassing fiasco in Singapore when we tried to pay for the hotel! Everything else has been in UK.

I might try that, Nem, as I've got several weeks to go before the 8 week period (!!) allowed by the FO for a firm to respond is up.

[leclerc]

Re: Random debit card blocking by bank

There was only ever one overseas block: the embarrassing fiasco in Singapore when we tried to pay for the hotel! Everything else has been in UK.

I might try that, Nem, as I've got several weeks to go before the 8 week period (!!) allowed by the FO for a firm to respond is up.

Were any of the transactions out of the ordinary in the running of the account? Was there any other issues around at the time, ie POS machine issues or was the card blocked?

[Captain Haddock]

Re: Random debit card blocking by bank

Were any of the transactions out of the ordinary in the running of the account? Was there any other issues around at the time, ie POS machine issues or was the card blocked?

There were all, bar the flights and the hotel, transactions well under £100, usually no more than £50 and most of them were made on-line. Only a few were made in-store that resulted in blocking though I have experienced card-reader issues and they are not reflected here.

I do now see from one of my letters that they had mentioned that 'risk-based algorithms' were employed in detecting potential fraud. My response to this was that the on-line shopping pattern of OH & I should have in no way triggered these 'algorithms' to block the cards because the transaction were carried out on popular UK retail sites. Nothing dodgy anywhere.

OH tells me the card was blocked again on Wednesday. Unreal.

[leclerc]

Re: Random debit card blocking by bank

Doesn't make any sense in my opinion that online transactions that are not out of the ordinary are being blocked....

[nemesis45]

Re: Random debit card blocking by bank

NatWest are very prone to these blocks, I travel to Middle East 3-4 times a year every time the 1sr DC transaction made is blocked.
Despite written confirmation that my transactions will be made in extremely secure locations.:tinysmile_cry_t:

[leclerc]

Re: Random debit card blocking by bank

NatWest are very prone to these blocks, I travel to Middle East 3-4 times a year every time the 1sr DC transaction made is blocked.
Despite written confirmation that my transactions will be made in extremely secure locations.:tinysmile_cry_t:

At least I'm now on something I do know. There is a number to call from overseas if the card gets blocked which should see this thing being dealt with. Unfortunately, the guys from the card team who deal with this never look at customer notes or correspondence and I suspect a lot of it is automated, ie certain regions all cards blocked and then its up to a telephone team to call the last number that they have(which usually is the home number which is ridiculous).
I used to know the number off by heart, but since the years have passed I don't know the number today but there is one which can be provided.

[Kati]

Re: Random debit card blocking by bank

At least I'm now on something I do know. There is a number to call from overseas if the card gets blocked which should see this thing being dealt with. Unfortunately, the guys from the card team who deal with this never look at customer notes or correspondence and I suspect a lot of it is automated, ie certain regions all cards blocked and then its up to a telephone team to call the last number that they have(which usually is the home number which is ridiculous).
I used to know the number off by heart, but since the years have passed I don't know the number today but there is one which can be provided.

https://supportcentre.natwest.com/ap...9wS20qaEljbQ== ???????

NW Debit Card Enquiries: +44 8705 888 444
NW Credit Card Enquiries: +44 1268 508 018
Lost and Stolen Cards: +44 126 850 0813