Had a Tandem card and was using it happily for around a year, always paying off the balance in full every month.
Last week, I was away abroad and had some suspicious purchases. I noticed, as Tandem sends a 2FA code to your phone and I had received three overnight. I called to ask about them from my hotel - it was Amazon and Netflix purchases online. I said ‘let me just check - I will call back’
I asked my g/f if she had perhaps used my card or account, just in case - and checked our amazon account using my laptop (no purchases recently) so, I realised it was fraudulent. When I called back I was asked lots of security questions, including ‘tell me what were your last purchases on this card?’ I couldn’t remember as I had just cleared it all and was leaving it alone before this trip away. I wasn’t sure of what I had spent on the card last as I usually use my debit cards and I just didn’t know (does anyone remember their last purchases on each card?). I was told pretty abruptly that I had failed security and my card was now stopped.
I tried to call again and was told I had failed security so I must wait to be contacted by the security team.
A week later, nothing doing, but I had an Amazon delivery of a PS4 video game I had not ordered. I haven’t even got a PS4 and I figured somehow or other it was to do with the card being ‘kited’.
So - having heard nothing since the kerfuffle while I was away, I called again. Once again I was asked normal security stuff OK and then passed on to someone else to deal with it.
I was then told I needed to answer further multiple choice security questions.
The first was a list of address, I had to choose the one I had lived at. I heard one I had lived at over 20 years ago. OK, fine.
Next question was when I last took out a mortgage. I had a top up for an extension less than a year ago - but the option ‘under a year ago’ was not offered. I said ‘your information is wrong’ and got no help. I quoted the date of my earlier mortgage.
Next question: When did you last get a mobile phone contract in your name? I said, I have a phone in my name, but it is paid by my company - does that count? I was told ‘we cannot tell you anything, you must answer the question’. I don’t know if I got it right.
Next question: ‘When did you last open a personal bank account’. I have an overseas account I opened up four years ago (probably not what they meant), an account in my name in a SIPP pension that was opened in the past few weeks (in my name at metro bank, but technically opened by my SIPP provider), a dollar account I opened with HSBC around a year ago - as an ‘additional currency account linked to my existing personal account’ and two more, with Co-op and NatWest, which I had to open when I moved business accounts from one bank to another for perfectly normal reasons. I asked if the dollar account counted, and if a SIPP pension account was counted as a ‘personal bank account’ - but I was not allowed to ask, I had to just answer (‘in last year/ one to three years ago/more than three years ago’ etc.)
I just could not answer while I was on the phone. I had to guess.
The last question: ‘when did you last apply for a credit card?’ I said ’I only have one, it is my tandem card with you’ but I could not say if it was ‘more than a year ago’ or ‘less than a year ago’ when I applied with any certainty (while on the phone). Again I guessed.
So - (surprise, surprise) I was told I had failed security again and I was not allowed to ask anything else. I was told I would not be contacted and that the only way to get access would be to send a copy of my passport in and go through the security process again. I was totally frustrated - as I was just trying to sort it out and perhaps sort out the fraudulent use. I have been told I cannot call again to discuss anything before I send my passport scan in and my card is already stopped anyway. The questions were actually impossible to be sure of, it was inevitable I guess.
Since I am sure I had cleared my card before I left, and it was now blocked I figured ‘ **** this!’ and cancelled my direct debit and threw the card away, cut into pieces.
Now - I am wondering if they can chalk me up as a defaulter - I have a good credit record, no overdrafts and apart from my mortgage(s)? have NO debts at all. Plus a shrink wrapped PS4 game I never ordered, presumably from a credit card I had not used as it was purchased while I was asleep overseas.
I am happy to talk it over, but there is only stolen money at stake - about £60, from what they said - so why can I not talk this over, since I cannot cause any harm by talking it through - and I can clear ‘reasonable’ security. I am using the phone they send me messages on, they could write to my registered address and ask me reasonable questions easily enough - I have never failed security anywhere before. How do I get out of this Kafkaesque situation? Aaaagh! It all seems ludicrous. The card was handy - but this lot are a pain. Any ideas on here?