Credit card blocked for fraud after approval and Initial Transactions

[SOPOOR]

Wwyd
It's not a big deal but wasn't utterly impressed by their reply
Applied for anz black
Follow up to send payslips and bank acc
(can't remember if there was two separate follow ups or the single one)

Quite a quick approval, cards arrived promptly Happy

Use it once it twice straight away, fairly small amounts Two days later, stopped working

Called anz 7 times in a day First 6 either got transferred to wrong department, answering machine, Philipino call centre who couldnt work put what was going on, cut off.

Finally get put through to fraud department. Got told my card stopped for fraud.
Get told they're not sure why. Got put throgh to senior member.
Get told there was possibly something fraudulent about my application in particular income and thye needed to see My bank account
My initially reply was wtf is going on. Why would you not do the basic check of verifying income before sending the card out.
Oh we need you to send in your accounts or you may be charged with fraud. I need to put you throguh to supervisor .


Supervisor comes on, and says they csnt elaborate on what part of my application was fraudulent.. Followed by sometimes we send out approvals of credit cards before we verify income.!!

Told them it was the most ludicrous thing ive heard to send out cards before veriyfing! also let them know about it given that I had already provided my bank account details.

Oops, I'm really sorry, I see that we do have your bank account information here that you provided. i will unblock your card and it will be ready to use in about 24 hours

At this point I'm still flabbergasted that they wouldn't even verify income and send cards out
I was just going to let it go at this point.
I asked for a good will gesture and they said cannot do, followed by "oh we are actually doing you favour by stopping your card for security purposes"

This got me very angry

Tldr: not really the end of the world, but being told they were doing me a favour doesn't sit well with me, quite embarassing having my card not work twice in a shop

 

[lovetravellingoz]

It's not a big deal

Well it may well be.

While I do not know the specifics of your application, if ANZ believe that you deliberately supplied false or misleading information with respect to say your income not only could this negatively impact any future ANZ applications it could also negatively impact all or many future credit applications.


If I were you I would be sucking up bigtime to ANZ that you "accidently" entered the wrong figure or whatever so that you do not have a fraud blackmark against your name.


Having a card knocked back for insufficient income is a minor speed hump on the FF Gravy Train Journey. To have a blackmark like you are alluding to could be a Train Wreck.

 

[SOPOOR]

Well it may well be.

While I do not know the specifics of your application, if ANZ believe that you deliberately supplied false or misleading information with respect to say your income not only could this negatively impact any future ANZ applications it could also negatively impact all or many future credit applications.


If I were you I would be sucking up bigtime to ANZ that you "accidently" entered the wrong figure or whatever so that you do not have a fraud blackmark against your name.


Having a card knocked back for insufficient income is a minor speed hump on the FF Gravy Train Journey. To have a blackmark like you are alluding to could be a Train Wreck.

the thing is, I didnt lie or exagerrate anything...........

if they did suspect I was being dodgy, and they had the bank statement rom the start to prove its all kosher , then I shouldnt be penalised.

defintely a minor thing in the overall points train as you say!, its the second anz card ive had in 2 years

 

[RooFlyer]

Go to ANZ website and lodge complaint. You'll be doing yourself and others a big favour. You can be sure that some negative score/comment will remain in their system and maybe third party systems.

Make sure it goes through as a complaint and not 'feedback' which they always try and dress these things up as.

I did this when ANZ misused some of my personal information after using one of their insurance products. Initial attempt at brush-off/ignore but I persisted and of course threatened with banking ombudsman (ask for an actual complaint number, else they don't take ombudsman threat seriously). Eventually I got the right person's attention and after being escalated to someone who mattered (not just the 'complaint' flacks), was satisfied as to outcome.

Make sure you get a very specific assurance that there are NO negative scores etc either in ANZ system, or any other third party credit scorer, nor in back-up systems.

 

[yld200]

Had a similar experience with my anz card. Used it 3 or 4 times with tap n go which must’ve flagged something on their end and they put a hold on the card. Had to call to get it unblocked - pretty frustrating

 

[davidj]

Using contactless payments a few times (5+), close to the $100 limit, and within a few hours may trigger an account suspension, as it is flagged as unusual behaviour, and likened to the card being stolen and criminals abusing the contactless system.

 

[SOPOOR]

Go to ANZ website and lodge complaint. You'll be doing yourself and others a big favour. You can be sure that some negative score/comment will remain in their system and maybe third party systems.

Make sure it goes through as a complaint and not 'feedback' which they always try and dress these things up as.

I did this when ANZ misused some of my personal information after using one of their insurance products. Initial attempt at brush-off/ignore but I persisted and of course threatened with banking ombudsman (ask for an actual complaint number, else they don't take ombudsman threat seriously). Eventually I got the right person's attention and after being escalated to someone who mattered (not just the 'complaint' flacks), was satisfied as to outcome.

Make sure you get a very specific assurance that there are NO negative scores etc either in ANZ system, or any other third party credit scorer, nor in back-up systems.

just wrote them a nice complaint outlining what happened, and the fact I wasnt happy, and some sort of solution, with reference to ombudsman escalation if not satisfactorily addressed

now lets see what happens

thanks everyone!

 

[serfty]

now lets see what happens

Any response yet?

 

[Isochronous]

Incompetence mixed with aggression is never a pleasant experience.

 

[Einherjar]

Had mine blocked today but can't say I'm surprised. Spent the required $2500 for the welcome points within 8 hours, a few $1 transactions because I linked it with my Google Pay and Direct Debit requests. Tried to go through CashRewards and purchase Woolworths eGift Card and that's when it got blocked. Wasn't sure if it was the website so I tried to get a coffee downstairs and it was denied. Quick call to ANZ Falcon team and unlocked in 2 mins. I was expecting a block with so many transactions (ranging from $1 to $1750+) within 24 hours.

 

[CMA222]

Sounds like the usual level of customer service from the ANZ Bank. If a bank employee suggested to me I would be charged with fraud because my card was suspended for an unknown reason I would be asking for the person's full details and escalating it to determine whether it is bank policy to accuse customers of acting fraudulently without any attempt by the bank to rectify their obviously wrong impression by contacting the customer. Guilty until proved innocent. A great corporate culture endorsed by ANZ Bank. The banks wonder why they have the reputation they have when it is so obvious.

 

[BAM1748]

You guys are more patient than me. I would of told the ANZ where to put it and cancel it.

I did in fact cancel a card last year with Suncorp before I even activated they annoyed me that much.

 

[n7of9]

I did in fact cancel a card last year with Suncorp before I even activated they annoyed me that much.

I've done that too in the past with an ANZ card, I copped the credit file hit on the chin and regretted nothing!

 

[SOPOOR]

Any response yet?

Not yet. I'll give it another 24 hours and follow up with a call.

I can see this turning out to be a headbanging exercise.

I'm sure if the media published my complaint, they'd have a solution in about 15 mins

 

[p--and--t]

the thing is, I didnt lie or exagerrate anything...........

if they did suspect I was being dodgy, and they had the bank statement rom the start to prove its all kosher , then I shouldnt be penalised.

defintely a minor thing in the overall points train as you say!, its the second anz card ive had in 2 years

Amazing!!!!!

With the Royal Commission crawling all over them for bad practices they still send out a card without even verifying the application details. Somebody needs a rocket up them.

My personal experience is that ANZ are usually very cautious. I got a text at 2 am on my mobile to say my card was cancelled and a new one would be in my snail-mail in three days, please call..... I rang them and they said my card number had been used in the US three times overnight and because I had been in a Melbourne supermarket a few hours before, the transactions obviously weren't mine, so they cancelled & re-issued the card. They also deleted the fraudulent transactions before they even appeared on the account. Annoyed I had my card cancelled, but pleased with the pro-active actions taken.

 

[nickfromeastryde]

Amazing!!!!!

With the Royal Commission crawling all over them for bad practices they still send out a card without even verifying the application details. Somebody needs a rocket up them.

My personal experience is that ANZ are usually very cautious. I got a text at 2 am on my mobile to say my card was cancelled and a new one would be in my snail-mail in three days, please call..... I rang them and they said my card number had been used in the US three times overnight and because I had been in a Melbourne supermarket a few hours before, the transactions obviously weren't mine, so they cancelled & re-issued the card. They also deleted the fraudulent transactions before they even appeared on the account. Annoyed I had my card cancelled, but pleased with the pro-active actions taken.

Not sure they are being cautious, think the actions they took were 100% correct based on how you described the situation

 

[p--and--t]

Not sure they are being cautious, think the actions they took were 100% correct based on how you described the situation

I was attempting to contrast the actions around the Ops situation (bank careless) and my experience (bank careful/cautious)

 

[SOPOOR]

Not yet. I'll give it another 24 hours and follow up with a call.

I can see this turning out to be a headbanging exercise.

I'm sure if the media published my complaint, they'd have a solution in about 15 mins

What a head ache this...

I can't even get a reply from a serious compliant like mine. Now the even harder tasking of. Contacting the same group To try and find out whether the complaint has been received

I wish myself luck

 

[SOPOOR]

Any response yet?

I got an email.from them a few days ago. Apparently they had tried to call me, however since I'm overseas they couldn't get through

A pleasant surprise reply
Tldr version
Sorry sorry sorry
Your credit file is not neg affected
Our system should have picked up your docs earlier
Here is $150 credit


So I thanked them and told them it's nice for a change that a big bank actually replies and competently addresses the issue and I look fwd to being a customer.

So a big kudos to anz!!! This is the way companies should operate !