Once again they cause havoc with their "fraud department". Drives me around the bend.
This time, having transfered a reasonably large sum, £X, in to the account using on-line banking, we try to spend £X using a chip'n'pin card, only to be "referred". This means the merchant calling up, and it took about half an hour in the end. Eventually they talk to us on the call and check a couple of Direct Debit payment and the code on the back of the card, and authorise it.
But what a waste of bloody time.
(a) If it was fraud the fraudster had access to on-line banking to do the transfer then he has the details of Direct Debits and other transactions, so a pointless question to ask about Direct Debits we have.
(b) The card chip was used, so the real card, so checking the code on the back is pointless, its not a copy.
What is worse, apparently, having authorised the payment by talking to us and confirming we were who we said we were, they block the card as a fraud prevention measure. WTF?
Anyway, Sandra went in and gave the manager of the local branch a bollocking, and rightly so. Not amused.