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card blocked while travelling

Posted by littlejay86 littlejay86
Message 1 of 9 2,288 Views

Hi there,

My card has suddenly started being declined while we are overseas. I notified Banwest of our travel plans, it has been working fine the past 10 days since we arrived, now all of a sudden declined. I've been selecting credit. Still declining and have tried a few shops. I can't call the international number as we've got a mobile plan that doesn't have enough credit for the call. Pretty frustrating! Could someone please get in touch, I'll email my mobile number and they can contact me to tell me why it's suddenly been blocked? Thanks. 

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Re: card blocked while travelling

Posted by LyndsC LyndsC
Message 2 of 9 2,283 Views

Hi @littlejay86, I'm sorry to hear this and I'd like to look into this further. Can you please send me an email to forum@bankwest.com.au with your full name, contact number and forum username, and I will arrange for a specialist to call you and look into what's happened? Thanks!

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Re: card blocked while travelling

Posted by littlejay86 littlejay86
Message 3 of 9 2,282 Views

Thanks I've now done that.

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Re: card blocked while travelling

Posted by thewinchester thewinchester
Message 4 of 9 2,263 Views

@LyndsC: This actually poses a question regarding the emergency contact number and reverse charge calls, and a suggestion.

 

I a customer has their card blocked when overseas, is it ok for them to call that number reverse charge in this situation?

 

Also, on the suggestion side - when these situations happen - can BWA improve its method of notifying customers and handling these issues?

 

A good example of this is Citibank in the US, who makes an automated call to the customer, asks them to authenticate, then confirm that the transaction was legitimate - before automatically unblocking the card, or connecting them to the Fraud team for further help.

 

Whilst the callback service is inefficient for those travelling overseas if/when these issues occur, it *could* be a feature @JustinJ could consider integrating into the mobile app by way of push notification and screen to accept (and unblock the card) or escalate a potentially fraudulent transaction - presuming a suitable level of customer authentication has been performed (DOB, BOB password, and other details that authenticate the customer).

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Re: card blocked while travelling

Posted by JustinJ JustinJ
Message 5 of 9 2,259 Views

Hi @thewinchester

 

I think thats a great idea. Admittedly we don't have a lot of card management in the app but we're currently looking into improving that. 

We're aiming for the basics first, but that is a very worthy improvement I'll be keeping in the back pocket for later. 

 

Thanks! 

 

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Re: card blocked while travelling

[ Edited ]
Posted by thewinchester thewinchester
Message 6 of 9 2,245 Views

Just make sure @JustinJ, that when it comes out of the back pocket - the system has the *smarts* to look at any international travel notifications and other details in-system, and uses those details to determine the best notification method for that customer (based on location, preferences on file, circumstances and risk level) - for example, notify the customer on either all, or a combination of, available notification methods:

 

  • call local number (if indicated available on that),
  • call overseas number if provided by the customer,
  • push notification to app, or
  • a no reply email alert asking the customer to call BWA, with the body of the email customised further if the customer has an active travel notification.
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Re: card blocked while travelling

Posted by PeteW PeteW
Message 7 of 9 2,241 Views

Thanks again, as always, for your feedback and suggestions @thewinchester. Totally agree that the better card management in the App is a great idea and will make sure we keep the Forum updated with details of how the work @JustinJ and co are doing progresses.

 

Re; your question to @LyndsC about calling that number - yes, customers can and should call that number when overseas if they've lost their card or had it stolen, or to regain access to their account when their card has been blocked, for example.

 

Hope this helps!

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Re: card blocked while travelling

Posted by 60114780 60114780
Message 8 of 9 2,232 Views
Hello.

I have experienced the same thing. My card has suddenly begun being declined to my extreme embarrassment.

What is happening? I want BankWest to contact me with the solution. I am also unable to phone and am overseas for another 30 days and will need to be able to use my card (which I paid up in full before I left Sydney two weeks ago.

John
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