Credit card fraud, a Kiwibank experience

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Forums › Finance and wealth management › Credit card fraud, a Kiwibank experience

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#1924482 24-Dec-2017 11:21

I was travelling in Australia some years back and went to use my Kiwibank mastercard only to discover it has been locked by Kiwibank for suspicious transactions. They had not notified me and I discovered it outside of NZ working hours, so couldn't talk to anyone at Kiwibank at the time. To say I was pretty p***d at the time was an understatement. It turned out the suspicious transactions were numerous Amazon transactions (I was buying a lot of DVDs back then).

That said, Kiwibank have been pretty good ever since. I use them for all banking and service, in general, is excellent. I've also had fraudulent trades on my Mastercard in the past - I completed the form and Kiwibank credited the money back promptly .

sbiddle

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#1924492 24-Dec-2017 11:31

Pumpedd:

WTF is this 5 free calls?

Unbelievable.

Without going into too much detail Kiwibank had an issue with a significant number of customers on benefits who would flood their call centre continually on benefit nights making repeated calls checking if their benefits had gone through so they could take the money out of their accounts before AP's or direct debits were processed. Various attempts to reduce this failed so they responded with the introduction of 5 free calls per month and then a fee for calls over this.

This was pretty newsworthy at the time with some organisations pretty much labelling it as benefit bashing.

sbiddle

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#1924496 24-Dec-2017 11:37

lurker:

nickb800:

lurker:

Had a better experience with Westpac, last year they phoned me one morning about a dodgy transaction overnight, after asking me some questions they cancelled my card and said a new one would be on its way.

But one thing I learned from this (and my advice to everyone) is that if you have an eftpos card that combines your credit card & savings accounts that you will want to have a backup "plain" eftpos card (ie not one tied to credit card).

The credit card took several days to be issued from some head office somewhere, so I had to quickly get a plain eftpos card, which any branch can give you.

But overall was very happy with the speed at which Westpac acted on this

This is interesting. So if they cancel your credit card, they also cancel it's ability to function as an eftpos card?

I don't remember if the card was unable to function at all, but I surrendered it at the bank a few hours after the notification so needed a plain eftpos card to get me through.

Not sure how the credit card functions in regard to tying all the accounts together

If you have cheque/savings accounts linked to your Visa or MasterCard and your card is blocked or cancelled you'll lose the ability to access the cheque/savings account regardless of the bank you're with.

I found out what a pain this can be while in Australia for a long weekend a few years ago. I always travel with a backup card but on this occasion hadn't actually put the new card in my wallet so the one I had was expired. ANZ rang me to tell me about suspicious transactions and that they had blocked my card, and as a result I also had no access to get cash out from an ATM.

They were good and let me know they could organise a cash advance from an ANZ branch if I needed it, but had I been in another country I would have been in a lot of bother.

Batman

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#1924497 24-Dec-2017 11:37

Pumpedd:
WTF is this 5 free calls?

Unbelievable.

That's what the lady said. Regardless, i'm considering AnZ or bnz both of which i have a relationshipp with, or try out westpac.

Batman

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#1924499 24-Dec-2017 11:39

sbiddle:
Pumpedd:

WTF is this 5 free calls?

Unbelievable.

Without going into too much detail Kiwibank had an issue with a significant number of customers on benefits who would flood their call centre continually on benefit nights making repeated calls checking if their benefits had gone through so they could take the money out of their accounts before AP's or direct debits were processed. Various attempts to reduce this failed so they responded with the introduction of 5 free calls per month and then a fee for calls over this.

This was pretty newsworthy at the time with some organisations pretty much labelling it as benefit bashing.

Do queryng fraudulent credit card transactions count as one free call?

sbiddle

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#1924519 24-Dec-2017 11:57

Batman:
sbiddle:

Pumpedd:

WTF is this 5 free calls?

Unbelievable.

Without going into too much detail Kiwibank had an issue with a significant number of customers on benefits who would flood their call centre continually on benefit nights making repeated calls checking if their benefits had gone through so they could take the money out of their accounts before AP's or direct debits were processed. Various attempts to reduce this failed so they responded with the introduction of 5 free calls per month and then a fee for calls over this.

This was pretty newsworthy at the time with some organisations pretty much labelling it as benefit bashing.

Do queryng fraudulent credit card transactions count as one free call?

I can only imagine it would as it's a charge for calling their call centre.

ANglEAUT

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#1924521 24-Dec-2017 11:59

sbiddle: ... I just wish ANZ (or any NZ bank) would offer virtual card numbers. They simply can't seem to get their head around why these are so damn amazing.

Absolutely agree. Or one time use numbers would also be great.

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hairy1

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#1924524 24-Dec-2017 12:02

The AirNZ Onesmart was so ahead of it's time it's not funny. Virtual cards, email transaction alerts. Can't believe BNZ didn't fold those features into their product offering.

My views (except when I am looking out their windows) are not those of my employer.

Pumpedd

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#1924597 24-Dec-2017 14:12

Batman:
Pumpedd:

WTF is this 5 free calls?

Unbelievable.

That's what the lady said. Regardless, i'm considering AnZ or bnz both of which i have a relationshipp with, or try out westpac.

ANZ has ApplePay...

mattwnz

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#1924599 24-Dec-2017 14:17

sbiddle:
Kiwibank's credit card fraud detection and their processes for dealing with it are simply atrocious. I've heard and seen so many horror stories, including some other rants on here from people. I would never want to rely on a Kiwibank card as my primary credit card.

I've had ANZ call me within 60 seconds of a suspicious transaction (me trying to buy some tickets online and the site was blocked) and even this year had my card blocked due to a single suspicious transaction in the US (a coke vending machine) while I was actually transiting back through the US. I've had my card replaced prob 3 times in the past 5 or so years due to fraud which they've detected in every instance. I haven't had to do a single thing in every instance except wait for my new card to turn up in the mail.

I just wish ANZ (or any NZ bank) would offer virtual card numbers. They simply can't seem to get their head around why these are so damn amazing.

I tried to transfer some money out of a saving account recently and their fraud team blocked it until I phoned them to release it. I wasn’t impressed, and that has never occurred with other banks,

blakamin

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#1924602 24-Dec-2017 14:27

I'm another with ANZ. Had a call a few years ago saying they blocked a suspicious transaction, but it was me. They rang me before I could ring them to say "WTF?"

Only problem I've had was EFT-POS not working with my Aussie card at Spruce Goose in Wellington. Something to do with Gooses provider. I was seriously annoyed, and hungry.

sbiddle

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#1924613 24-Dec-2017 15:06

Pumpedd:

Batman:
Pumpedd:

WTF is this 5 free calls?

Unbelievable.

That's what the lady said. Regardless, i'm considering AnZ or bnz both of which i have a relationshipp with, or try out westpac.

ANZ has ApplePay...

And also moves it's Android NFC solution from inside it's goMoney app to Android Pay early in 2018 (something that was actually supposed to happen quite some time ago) meaning it'll be available to a greater range of handsets.

quickymart

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#1924681 24-Dec-2017 18:19

Mate of mine used to be with Kiwibank. He said they used a third-party provider for their credit cards, so every time he tried to top up his AT HOP card using his Kiwibank credit card it would take an extra day or so, which he found to be a major nuisance.

He changed to a BNZ credit card and had no problems after this.

rugrat

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#1924694 24-Dec-2017 18:57

I have a debit card with Kiwi bank.

Kept it at min to limit amount of money anyone could take.

When buying something in US $ topped up card and did purchase.

Get bill and charged interest because on the US date money wasn't there as we're day ahead here on dates.

Account never overdrawn and charged interest, rang up to complain and they told me nothing they can do, and to not be charged interest I had to wait one day after topping up for overseas transactions.

Don't know if this is normal behaviour for all banks but I'm not impressed.

mdav056

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#1924717 24-Dec-2017 19:58

Been with KB for yonks, and never anything to complain about -- they've been excellent. However, I always inform them if I am going overseas (and where overseas), and sometimes if I am making an unusual purchase. And I never let my card number be stored. Oh, and the 0800 number is free always.

I'd rather not put my money in Aussie banks--if there are any future crashes (and there will be), I bet the NZ Government will help the NZ bank, and likely not help the Aussie banks.

gml

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