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Who should I contact first?

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Hi all, I ordered the 32" Technika 1080p LCD TV and stand from Tescos today at approx 1.15pm and received a text message at 4.30pm stating that my order had been cancelled. The reason given for thi… Read More
Sagz Avatar
7y, 7m agoPosted 7 years, 7 months ago
Hi all,

I ordered the 32" Technika 1080p LCD TV and stand from Tescos today at approx 1.15pm and received a text message at 4.30pm stating that my order had been cancelled. The reason given for this is that they were unsuccessful in securing my payment. Absolutely gutted because it has now sold out online!

I have double checked my account balance because I was worried about the possibility of online fraud but my account balance is fine! Is there anything I can do about this? I have a Halifax Visa Debit Card.

Who's fault do you reckon it is, Tescos or Halifax?

Thanks

-----------------
Update

Having phoned Halifax bank they are claiming it is Tesco's fault. They also said that my details must have been accurate for the transaction to reach the 'Halifax Secure' stage.
Sagz Avatar
7y, 7m agoPosted 7 years, 7 months ago
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#1
Could be your own fault...maybe you entered the details incorrectly?
1 Like #2
Halifax are notorious for doing this. It has happened to me before. They are protecting your account from fraud. If you don't usually spend that amount in one go or use that merchant it triggers alarm bells (not literally) but basically they put a hold on your card. You need to contact them to verify it was you who made the transaction. It is most likely Halifax and not Tesco, but unfortuanately it is one of those things. Keep an eye out on the Tesco site, it may come back in stock :)
1 Like #3
I suppose you could cry! But the more sensible advice would be to wait until someone else has it at the same price or less. Other than misprices, Tesco are never cheapest for anything!
1 Like #4
i had exactly the same with buying items in the Debenhams sale some months ago, but i did not get an email, just a letter from debenhams 5 days later , saying they could not secure payment. I took thism up with the bank, and they said it was unusual activity. Absolute rot, i use my card all the time online. Really annoying, but complain as i did.....i got nowhere!!
#5
I always double check everything. It took me to the part of the transaction where you have to submit your password for HBOS transactions. I have completed 100’s of online transactions and have never had a problem.
1 Like #6
there is no point in contacting either of them,it wont get you a TV,mine was ordered about the same time as you.......it took me ages to get through the checkout process.
#7
tony_s1
I suppose you could cry! But the more sensible advice would be to wait until someone else has it at the same price or less. Other than misprices, Tesco are never cheapest for anything!


True, but Technika is Tesco's own brand of TV...granted its a re-brand, but still...
#8
had my card declined in morrissons for £7 quid phoned the bank the stopped my card due to suspcious activity told me it was a 9.99 gift aid (my wife purchased 2 chickens for a family in africa as a present) rather than the usual gift they said it was suspicious!!!!!! we give £25 quid a month in direct debits each month to charities(not a great amount but its what we can afford) and they block our account ????? no mention of the £600 quid or so wed spent on prezzies that month got a letter 3 days after i phone them banks useless
1 Like #9
amibees
Halifax are notorious for doing this. It has happened to me before. They are protecting your account from fraud. If you don't usually spend that amount in one go or use that merchant it triggers alarm bells (not literally) but basically they put a hold on your card. You need to contact them to verify it was you who made the transaction. It is most likely Halifax and not Tesco, but unfortuanately it is one of those things. Keep an eye out on the Tesco site, it may come back in stock :)


If Halifax gets alarmed by an incoming debit request from Tesco (or affiliates) then their alarms must be sounding 23 out of 24 hrs?

It takes couple of days for a transaction to appear in your internet statement. So although you checked your account online it might be showing the account status of 2-3 days back. You might have exhausted your credit limit which is still not showing or as someone said you might have entered your card details incorrectly. This is just my guess!
#10
Normally, when you enter details incorrectly it does not take you to the Halifax Secure page where you enter your password. Having just phoned Halifax customer services they claim it must be a problem at Tesco’s end because they have not received any request for authorisation.
1 Like #11
its tescos site, i have loads of problems recently with the tesco orders being cancelled, and i have spoke with tesco finance and apparently its a problem at tescos end.
1 Like #12
Isnt this what tescos does when its oversold its products online? Sure I read it somewhere on here before!
From reading that tv thread though I think there are still some for sale instore for the same price.
If it is a bank fraud thing, I had mine stopped last month, after I tried to purchase a special needs pram from ebay. Of all the things I can imagine a fraudster buying, that would be the last one that springs to mind!
1 Like #13
I've had Natwest do this to me once. I ordered something online once, next morning I tried to buy something with my card for £1 in a supermarket, but my card was suspended, and consequently rejected! It was so embarrassing! :oops:
#14
I work in a fraud dept in a well know bank.
This is what I phone about and get calls about. Security Checking....

Unfortunately as it's sale time it's high fraud time too.

It is embarrassing but you have done nothing wrong..... As per the initial post it will have gone to the bank for a fraud check probably because of abnormal spending. It's not down to the bank to secure the initial transaction... which I think is wrong.

With a credit card they are well within their right as it is the banks money, but this works for debit cards too which I think it majorly wrong because it is your money.

Sorry if I have confused you,
#15
katiej4uk
As per the initial post it will have gone to the bank for a fraud check probably because of abnormal spending. It's not down to the bank to secure the initial transaction... which I think is wrong.

With a credit card they are well within their right as it is the banks money, but this works for debit cards too which I think it majorly wrong because it is your money.

Sorry if I have confused you,


I don’t mind the fact banks regularly security check accounts due to suspicious activity. However the phone call I have had with a customer services representative suggests that there has been no check on this transaction and it is a fault with Tesco.
#16
Who did you speak to? Halifax or Tesco.
It might not be a check on this specific transaction you see. It could be any transaction on your account.

Or it could just be Tesco being plebs. They cancel trans all the time stating that they have not been able to take payment when it's their stock level or a mistake their end,
They did it with a xmas present I wanted to buy my husband, but left it 2 days before telling me they were cancelling it!!!

Have you checked to make sure your card works elsewhere or that there is a block on your account?
#17
katiej4uk
Who did you speak to? Halifax or Tesco.
It might not be a check on this specific transaction you see. It could be any transaction on your account.

Or it could just be Tesco being plebs. They cancel trans all the time stating that they have not been able to take payment when it's their stock level or a mistake their end,
They did it with a xmas present I wanted to buy my husband, but left it 2 days before telling me they were cancelling it!!!

Have you checked to make sure your card works elsewhere or that there is a block on your account?



I phoned Halifax and they seemed quite helpful (for a change). I made a purchase at Debenhams this evening and she said that had cleared. She also confirmed that there was nothing on the system to suggest that I had attempted to buy anything from Tesco’s. I told her that I had reached the ‘Halifax Secure’ stage and she said it must be an error on their part because it suggested the details submitted were accurate. Guess it is Tesco's being 'plebs'!
#18
katiej4uk
I work in a fraud dept in a well know bank.
This is what I phone about and get calls about. Security Checking....

Unfortunately as it's sale time it's high fraud time too.

It is embarrassing but you have done nothing wrong..... As per the initial post it will have gone to the bank for a fraud check probably because of abnormal spending. It's not down to the bank to secure the initial transaction... which I think is wrong.

With a credit card they are well within their right as it is the banks money, but this works for debit cards too which I think it majorly wrong because it is your money.

Sorry if I have confused you,


yeah youve confussed us and gave no reason as to why sales have been declined, to say its sale time and high fraud time is no excuse
1 Like #19
Sagz
I phoned Halifax and they seemed quite helpful (for a change). I made a purchase at Debenhams this evening and she said that had cleared. She also confirmed that there was nothing on the system to suggest that I had attempted to buy anything from Tesco’s. I told her that I had reached the ‘Halifax Secure’ stage and she said it must be an error on their part because it suggested the details submitted were accurate. Guess it is Tesco's being 'plebs'!



forgot to mention 1st time i phoned bank they had said no issues with my account and had no idea why card had been declined ,only got reason when phoned again 2 days later still wating on a phone call explanng reason to me
1 Like #20
jamstaruk1972
yeah youve confussed us and gave no reason as to why sales have been declined, to say its sale time and high fraud time is no excuse


I cannot comment as to why it would have been declined. I cannot see this persons account.

I am just stating what happens in my dept and that people feel embarrassed and confused, when it is not their fault.

I am not using the quote high fraud as an excuse. When it is sale time the markers on the account are moved to high. If there is unusual spending on your account or high levels of fraud on a retailer then these will be marked. More fraud happens as more people are using their cards.
You should get a call from your bank, and most of the time I call people when they are trying to do the transaction.

I am just stating that they freeze accounts if they do not contact you and therefore your transaction does not go through.

Obviously each bank is different and I do not work for Halifax, but most of the processes are the same.
#21
Guess I’ll just check if there’s any stock in my local store. I put it down to karma considering I got lucky with the last TV I bought, 47LF7700 for £539 at the managers’ discretion for mixing up my order. Thanks for all the input guys/girls:thumbsup:

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