The user flow for getting a replacement card after it’s been frozen due to a suspicious transaction is a bit broken. I got a “Declined, the expiry date was wrong” notification for a US-based website I’ve never used, followed by a “We’ve frozen your card” notification. OK fair enough …
- I click on the frozen card notification and follow the instructions to “order a replacement card from your Account screen”.
- It then prompts “Let us know why you need a new card” (
shouldn’t you know this already?) I choose “I’ve been a victim of fraud or theft” as its the best option from those presented. - Options now are “It’s been stolen” or “I don’t recognise a transaction” - I choose the latter.
- There’s an “are you sure” checklist where I click Continue…
- Then it says “We need to ask you a few questions about security” - Next
- “You’ll need a new card” - I click Get Started
- “Which transactions is this about” - I click Select transactions but the problematic transaction is not listed…
I guess because there was no amount against the “Declined, the expiry date was wrong” entry it doesn’t get listed. But I’m a bit stuck as to how to get a new card issued.