Payment refusal

GWillow

GWillow

GWillow

Associate
Joined
16 Jun 2003
Posts
818
Location
Romney Marsh, Kent
Hi,

Just venting some frustration here.

I signed up with Astraweb 2 years ago and have been paying each month with a recurring card payment with no problems.

This month however, I get an e-mail from 2CO (who handle the payments) to say that the payment has been refused by the bank.

I speak with the bank and they state that no payment has been requested. I alert 2CO of this fact.

After a couple of e-mail exchanges, we confirm that 2CO are using the correct payment details (the same ones they've used successfully for 2 years) and then they tell me that the bank has refused the payment again. They also confirm that, and I quote, "We have changed the way we process international recurring charges."

I explain to them again in simple English that the bank states that no payment has been requested so how could they possibly refuse it.

I am now told by 2CO that 4 re-attempts at the payment have all been refused. I have again phoned the bank and they still stand by the fact that no payment has been requested.

Again I tell 2CO that the payment has never reached the bank.

Guess what, I get a reply from 2CO stating that, wait for it, the bank has again refused the payment.

Can this company not read, the bank have never received the payment request.

I always thought that American companies took pride in their customer services, how wrong I was.

Vent over
 
lol

I always thought that American companies took pride in their customer services, how wrong I was.

Vent over
Click to expand...

don't you mean "Bent over"

thats what happens when their country is been run by complete pricks with only one thing on their mind "world domination"
 
I've been getting the same e-mail for a while now. My access hasn't been cut off yet so I haven't bothered doing anything about it.

Fairly certain I've been getting the e-mails since December.
 
What bank is it? I am with Barclays and have no problems with the recurring payments ^_^
 
My first question to you would be:

Have you had a new card recently?

You say the payment is a repeat card payment so this shouldn't matter, but did you check to make sure you still have the same type of card?

These types of payments are taken form the first 12 numbers of your 16 digit card number so usually a reissued card will be fine to use (commonly only the last 4 digits that change). However, if your bank has issued you with a new type of card then more than just the last 4 digits will be different. This doesn't have to be down to a change in account either, it can be something as simple as an amended cheque guarantee limit or addition of contact less payment.
 
Geckovich said:
My first question to you would be:

Have you had a new card recently?

You say the payment is a repeat card payment so this shouldn't matter, but did you check to make sure you still have the same type of card?

These types of payments are taken form the first 12 numbers of your 16 digit card number so usually a reissued card will be fine to use (commonly only the last 4 digits that change). However, if your bank has issued you with a new type of card then more than just the last 4 digits will be different. This doesn't have to be down to a change in account either, it can be something as simple as an amended cheque guarantee limit or addition of contact less payment.
Click to expand...

My old card did expire about a year ago which was when I received a new one and the only difference was the security number on the back and the dates. However, quite a few payments have been taken since I've had the new card.
 
And what was the expiry on your existing card?

Probably around about now, at a guess.

So, they've been taking payments from the old card (which would still have been valid), and now that card has expired.

When you got the new card, did you update the details with the people who are trying to take the payment?
 
Ah well, thought it could be worth a look.

One thing I will say is that if Santander are anything like where I work (Barclays card fraud offices) if they're saying that there's been no request for payment, then there's been no request for payment.

It's odd that one of these payments would suddenly stop though, it seems that half my working day is trying to track down certain companies in order to get them cancelled, they're a nightmare.

The only other thing I can think of which would make it look to 2CO that the bank was at fault and leave the bank with nothing to look at is if you've been locked out of your verified by Visa/Mastercard securecode. Do other online payments work?
 
Confused said:
And what was the expiry on your existing card?

Probably around about now, at a guess.

So, they've been taking payments from the old card (which would still have been valid), and now that card has expired.

When you got the new card, did you update the details with the people who are trying to take the payment?
Click to expand...

Repeat card payments should carry onto the new card and the old card should have automatically expired when he started using his current card.
 
Geckovich said:
Repeat card payments should carry onto the new card and the old card should have automatically expired when he started using his current card.
Click to expand...

I find this doesn't happen a lot of times, especially if you order a new card after the old one has worn out or something. In fact I've had to update my 2CO payment a few times over the last couple of years as it didn't do it automatically when I ordered a new card.

This was what I got from 2CO the last time (October last year)

"We recently tried to rebill your recurring order xxxxx for Searchtech Limited. However, your bank declined the transaction for the following reason:

530 : Do Not Honor

To have these charges post to a different card (or update your expiration date, etc.), please enter your new billing information using the link below. You will be prompted to enter the first 6 and last 2 digits of the previous credit card."

Bank is First Direct btw. Cards replaced due to wearing out.
 
Last edited:
Wicksta said:
I find this doesn't happen a lot of times, especially if you order a new card after the old one has worn out or something. In fact I've had to update my 2CO payment a few times over the last couple of years as it didn't do it automatically when I ordered a new card.
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Ah, in that case it doesn't appear that the payments are taken as a repeat card payment in the sense that I know it from work, rather a card payment that is repeated. If this is the case then you can ignore what I've said previously.

Repeat card payments as I know and despise them will come from whatever card is in someone's name, even cancelled or replacement cards, so long as they once gave that company permission - it's for this reason that they're the favourite payment method of weight loss/viagra type scams.
 
Geckovich said:
Ah, in that case it doesn't appear that the payments are taken as a repeat card payment in the sense that I know it from work, rather a card payment that is repeated. If this is the case then you can ignore what I've said previously.

Repeat card payments as I know and despise them will come from whatever card is in someone's name, even cancelled or replacement cards, so long as they once gave that company permission - it's for this reason that they're the favourite payment method of weight loss/viagra type scams.
Click to expand...

Yes I've been caught out by that before, assuming that clearing and cancelling a credit card meant it couldn't be used anymore only to get a letter asking why I haven't paid my bill!
 
Ah hope this doesn't happen to me, so far so good though.

Coming up to 2 years with Astra Web using Natwest.
 
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