I just paid my AMEX bill with a Visa Debit card instead of Mastercard for the first time in a while - Amex balance didn’t reduce straight away like normal (avaliable credit did) - difference in processing?
Perhaps it’s just as I’ve used a new card. Who knows.
What’s equally bizarre is that the balance shows correctly in a linked app, and not on the Amex app! Go figure!
Assuming this is Adrian Flux who are an insurance company, they absolutely do accept Mastercard (I’ve paid with Monzo) so that’s another one debunked that we can cross of the list.
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If the card has been replaced due to a fraud-based reason, this service shouldn’t be used.
I think the people on Barclays chat may have misinformed you.
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Visa will automatically update card numbers as part of the process of ordering a replacement, but if replaced through fraud a flag is sent which tells the system “don’t auto-update these details”, effectively.
I believe that’s how it works.
There is some quite detailed technical information on the community about how Monzo’s Mastercard implementation works and I’m sure I remember reading from someone knowledgable at the time that Visa was very similar and never automatically updated the numbers of replaced defrauded cards.
The process I described is meant to be used for any card which is lost, or stolen or defrauded.
Essentially, whenever the card number is compromised.
I would probably just call the lost/stolen number and report it as lost, tell them you haven’t seen any fraudulent charges on your account but you’re concerned the card number is compromised since you don’t know where the card is, and can they order a new card?
They should then trigger the correct process and I wouldn’t worry beyond that.
A reissue of the same number?
That sounds like a complete mistake.
I would file a complaint, and go that route to a card replacement if necessary, explaining that you want a totally new card with new PAN (the long number on the front), validity dates and CVV (the three digit number on the back).
If the details are all different they probably didn’t auto-update.
Otherwise, they would have done a “reissue” (used when you report a card damaged but not compromised) which gives you a new physical card with all the same details printed on it, although usually a new 3 digit security code on the back.
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That’s why I am saying - a new PAN is expensive for banks, as Visa or Mastercard charge them for every one.
They therefore don’t order a new one unless it is needed.
If you have a new PAN then it is most likely the case that they deliberately requested a style of card replacement which doesn’t update the system. The main use of this feature is for naturally expiring cards. I wouldn’t worry.
Over the years I have had the same PAN at many banks, for years at a time.
If you are worried, put in a complaint saying you specifically requested a new PAN and no auto-updating and you were told that hadn’t been done.
You did this because of concerns related to past fraudulent use on your account, so it is very important that fraudsters haven’t learnt your new card number through auto-updating of the old card number.
You queried this and we’re told it was impossible. That is clearly not correct. Either you were given wrong information or the wrong actions were taken on your account, leaving you vulnerable to fraud.
Will Barclays put this right?
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I’m not sure.
I think they will investigate (go back over the notes on your account file) to see what happened.
If they identify that an individual made a mistake, this may be raised with their manager. However, I think it’s more of a “do this next time” discussion rather than a fireable offence!
A certain level of complaints are probably expected.
You could even say that you found their customer service very good but you are raising the complaint because of concerns around their processes?
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I don’t really know what to suggest.
In the end, it’s your decision if you want to put in a complaint or not. If you do, everything will be investigated so you should have piece of mind by the end of the process.
Alternatively, don’t bother and just carry on. It’s likely that your card will have been replaced in a safe way anyway and what they said on Chat may have been wrong (a misunderstanding of how the system works).
Obviously, either way, keep a look out for any fraud on your account in case you are targeted again!
If you were verbally told something in 2019 then I doubt anyone will expect you to remember that, or even have any information on that recorded. Nobody is going to get in trouble over that.
Happy to help!
Barclays set out the options here.
Personally, I would be inclined to use the complaints form in Online Banking.
That way, you have time to compose your thoughts before posting it and they know it’s you because you are logged in, so that may speed up the processing?
Oh yes, you did say that!
You could simply write them a letter instead, if it’s not too time sensitive. Possibly freeze your debit card in-app if concerned about it while the complaint is processing, then use another card in the meantime?
Oh, OK.
I suppose phone is the only real option then.
You could always write down the details first and read it out over the phone.
They’ll ask these questions.
Yes, I think so.
Goodnight!
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