I contacted customer service about a payment on my account I didn’t recognise. They blocked my card while they checked on this. I was then advised that it was actually a direct debit, and not my card, and they would have to escalate it.
However, the customer service agent has now left my card blocked, and will no longer response to my messages.
I’m literally in the middle of moving house and need my card available immediately.
That chat is useless and phone lines are completely blocked too.
If it is being escalated it sounds like they haven’t finished with their investigation, hense why the card is still blocked.
They will have done this because something doesn’t look right so a specialist will be double checking everything to make sure you’re not a victim of fraud. Hopefully they do it quickly but diligently and it won’t take much longer before they get back to you with their conclusion
If I had been advised this was going to happen, I wouldn’t have bothered. Still no response from in app chat, despite being specifically told it had nothing to do with my card.
I understand the frustration and the position it has put you in but be assured that they won’t have done this maliciously. It’s for your own benefit and the safety of your account/money.
As others said, just keep badgering them through app and by phoning the number on the back of your card and hopefully they get back to you soon
