Carphone Warehouse 'Security Check' problems
Discussion
Hey folks
Just wondering if anyone has had experience dealing with this kind of issue as the customer reps I have spoken too havn't been too useful.
Basically I am trying to pick up a new phone, got my heart set on a particular model which Carphone Warehouse have a deal on (£19.50/month with no upfront). I've decided to just go for that as it is about the same cost over 24months as purchasing the phone+sim only contract. However I have had no end of problems trying to get my order to go through.
Firstly I went into my local store, the sales guy in their was really useful, performed a credit check which came up green & plugged all my details in. The problem occured when he tried to take a chip and pin 1p charge from my card for 'security reasons'. It knocked him back for no reason claiming an 'internal security error'. He called up his supervisor who was no help at all. He said there was nothing further he could do as their internal security was flagging up my card.
So the same day I decide to order online, it looks as if the order has gone through without a hitch but about 3 hours later I get another email telling me my order has been canceled and to call a number. After calling the number to day I got to the same point, credit check passed fine. They go to take the 'security payment' first on my visa debit bank card, which gets declined for 'security reasons'. He offered to try another card so I gave him the numbers for my mastercard credit card which came up with the same issue. He said he had never seen that happen before & called his supervisor over. Phone supervisor said my card doesn't match the details they have for me on their system, we then double check the details, which are correct. He then claims that the details held by my bank are incorrect which I dismiss because it is 2 of my cards including a bank card ive been using with no problems for ~6 years. All the lad on the phone could tell me to do was to wait 2-3 weeks then try and place an order again as there is nothing they can do if there automated system says no.
What I seriously don't get is how can I pass a credit check with the given details then fail their security check? The lad in the store said the only thing he thinks could cause that is if I had defrauded carphone warehouse itself in the past, which I havn't (first time customer).
Just wondering if anyone could suggest what to do next? I'm half tempted just to buy the phone outright on amazon & run a sim only deal but I would much rather take advantage of the carphone offer thats on (for January only I think).
CAE
Just wondering if anyone has had experience dealing with this kind of issue as the customer reps I have spoken too havn't been too useful.
Basically I am trying to pick up a new phone, got my heart set on a particular model which Carphone Warehouse have a deal on (£19.50/month with no upfront). I've decided to just go for that as it is about the same cost over 24months as purchasing the phone+sim only contract. However I have had no end of problems trying to get my order to go through.
Firstly I went into my local store, the sales guy in their was really useful, performed a credit check which came up green & plugged all my details in. The problem occured when he tried to take a chip and pin 1p charge from my card for 'security reasons'. It knocked him back for no reason claiming an 'internal security error'. He called up his supervisor who was no help at all. He said there was nothing further he could do as their internal security was flagging up my card.
So the same day I decide to order online, it looks as if the order has gone through without a hitch but about 3 hours later I get another email telling me my order has been canceled and to call a number. After calling the number to day I got to the same point, credit check passed fine. They go to take the 'security payment' first on my visa debit bank card, which gets declined for 'security reasons'. He offered to try another card so I gave him the numbers for my mastercard credit card which came up with the same issue. He said he had never seen that happen before & called his supervisor over. Phone supervisor said my card doesn't match the details they have for me on their system, we then double check the details, which are correct. He then claims that the details held by my bank are incorrect which I dismiss because it is 2 of my cards including a bank card ive been using with no problems for ~6 years. All the lad on the phone could tell me to do was to wait 2-3 weeks then try and place an order again as there is nothing they can do if there automated system says no.
What I seriously don't get is how can I pass a credit check with the given details then fail their security check? The lad in the store said the only thing he thinks could cause that is if I had defrauded carphone warehouse itself in the past, which I havn't (first time customer).
Just wondering if anyone could suggest what to do next? I'm half tempted just to buy the phone outright on amazon & run a sim only deal but I would much rather take advantage of the carphone offer thats on (for January only I think).
CAE
Trikster said:
Have you contacted your card provider to see if they actually received the transaction request?
I've had similar experiences when payment requests are 'declined' - when actually the request has never reached the approver.
Alright now I'm actually mildly annoyed. Just read this and decided to go into my internet banking. They have taken the sum of £0.01 today (I assume this is the one that got taken over the phone) and £1.00 yesterday (I assume this was when I was in store). My credit card also has a succesful £0.01 payment on it from when I was on the phone to the guy.I've had similar experiences when payment requests are 'declined' - when actually the request has never reached the approver.
So they have succesfully taken the 'fee' for the security check... then knocked it back anyway.
I recently had a comparable issue when trying to take out a SIM-only pay monthly contract with iD Mobile (Carphone Warehouse).
Set up two iD contracts for two sons and another one via Carphone Warehouse with O2 - all without error.
Tried to take out a SIM-only contract for me with iD Mobile - both online and in-store at the local Carphone Warehouse - and both were declined for unspecified reasons. In-store staff and online helpdesk staff could offer no further information.
I gave up and have gone with another network.
Set up two iD contracts for two sons and another one via Carphone Warehouse with O2 - all without error.
Tried to take out a SIM-only contract for me with iD Mobile - both online and in-store at the local Carphone Warehouse - and both were declined for unspecified reasons. In-store staff and online helpdesk staff could offer no further information.
I gave up and have gone with another network.
I also had an issue with them when signing up for a deal. It was an issue on the bank's side. I had moved house a year or so before and updated my address through the online banking (Bank of Scotland/Halifax). However this hadn't formally changed the card's registered address so when trying to process the order there was a miss match with the addresses and it was cancelled.
Could this be a similar issue?
Could this be a similar issue?
Is it a mega MEGA deal, too good to be true?
I wanted an alarm fitted to my car many years ago, and the place had an "interest free credit" deal on. Except when I enquired, turns out the deal had run out and someone had left the POS materials out. Sales guy was good, said he'd honour it. We filled out the forms, he went to phone it over and I could hear all kinds of screaming and shouting from out the back.
Sales guy came back, apologised and told me I'd been declined.
I thought it was odd, called the credit company and they thought it was odd as well, as I'd been accepted! Went back in, redfaced manager appeared and accused credit place of lying, but backed down in the end.
If the advert is a mistake, or the deal is finished, they might just be blagging
I wanted an alarm fitted to my car many years ago, and the place had an "interest free credit" deal on. Except when I enquired, turns out the deal had run out and someone had left the POS materials out. Sales guy was good, said he'd honour it. We filled out the forms, he went to phone it over and I could hear all kinds of screaming and shouting from out the back.
Sales guy came back, apologised and told me I'd been declined.
I thought it was odd, called the credit company and they thought it was odd as well, as I'd been accepted! Went back in, redfaced manager appeared and accused credit place of lying, but backed down in the end.
If the advert is a mistake, or the deal is finished, they might just be blagging
It's a lucky escape. They are sodding criminals.
Set me up with an account after 10 days phone not activated. I cancelled contract and am still being chased for apparent phonecards made on a non registered sim some 9 months later.
Walk away. Go to network direct. If it's a good deal it is because they have zero customer service.
Set me up with an account after 10 days phone not activated. I cancelled contract and am still being chased for apparent phonecards made on a non registered sim some 9 months later.
Walk away. Go to network direct. If it's a good deal it is because they have zero customer service.
caelite said:
Alright now I'm actually mildly annoyed. Just read this and decided to go into my internet banking. They have taken the sum of £0.01 today (I assume this is the one that got taken over the phone) and £1.00 yesterday (I assume this was when I was in store). My credit card also has a succesful £0.01 payment on it from when I was on the phone to the guy.
So they have succesfully taken the 'fee' for the security check... then knocked it back anyway.
Those are only card authorisations (a temporary hold on funds), which will automatially cancel in a few days. No funds will have actually been taken unless it appears as a line on your statement.So they have succesfully taken the 'fee' for the security check... then knocked it back anyway.
The screenshot looks like its from Lloyds/Halifax/Bank of Scotland. Give them a call and ask them if the bank declined the transactions.
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