I’m really sorry, but it’s going to be very difficult for me to comment without looking at your at account and the specifics of what has happened.
I understand the concern here, but there are numerous reasons this can happen such as unmatched presentments, hanging authorizations etc. as I’ve mentioned. No “free money” is created - we just move the money to and fro a ringfence. If the merchant fails to collect the funds, that is something they would need to talk to their merchant acquirer (the card terminal company) about, however it is very unlikely
With the advent of the current account, our card processor has been moved in house which has changed the way we did things. Before on prepaid, I believe if an authorisation wasn’t presented it would continue to hang until you contacted COps and asked for it to be reversed. So you either have two situations here: lots of customers contacting support asking for hanging authorizations to be reversed, or a few customers contacting support when there is a late presentment after the authorisation has already been reversed
I think the difference here is why show you authorisations in real-time - this isn’t something other banks have tended to do, and an authorisation reversal shouldn’t be confused with a refund Showing authorisations in real-time has loads of advantages - I care about how much money I have to spend now, not 2/3 days down the line when the transaction is actually settled in a batch job
I’m not sure this is the case? As I’ve said, a merchant is able to present even if we revoke the authorisation.
This is something we’ve looked at - for instance, over the holiday period we stopped reversing authorisations automatically as we knew some merchant acquirers would not be presenting transactions over that period and we didn’t want to cause a load of mass authorisation reversals
7 days is actually a pretty reasonable timeframe. If you think about it, the merchant doesn’t get their money until the transaction is presented so most merchant acquirers will present within 1 to 2 days at most.
I don’t believe this is the case, although as I previously mentioned it is possible that presentments are mismatched from their original authorisation (which is an unfortunate issue with the way settlement works) which can cause an “offline transaction” to appear on your account, with the original authorisation still pending (until we automatically reverse it)
I’m afraid this wouldn’t be the case An authorisation is the “on hold” bit and once reversed the funds are no longer ringfenced.
I definitely think this could be a good idea - we do have some copy we use when reversing these manually. I will pass it on!
I think lastly, it is important to remember that card payments are fiendishly complicated. There are a large number of different mercant acquirers all around the world who do things a bit differently. Unfortunately it is very difficult to find solutions for everything but we are always working to improve the customer experience