EFTPOS transaction COMMS ERROR 415

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Forums › Finance and wealth management › EFTPOS transaction COMMS ERROR 415 - still charged!

keewee01

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#210230 18-Mar-2017 17:05

While out for the day today we stopped at a rural rose nursery and purchased some roses.

First time I tried payment with eftpos the transaction processed for ages then the terminal spat out a receipt:
"COMMS ERROR
DECLINED (415)"

On the second try it printed out an accept with signature receipt! I choose cheque account both times, so guessing that there was a comms issue again.

On checking my account several hours later I find the amount debited twice out of my account!!

Can one of you banking savvy people please tell me how this would have happened and do I need to approach the retailer or the bank about this? (Both parties are with ANZ, if relevant)

Thanks

coffeebaron

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#1743445 18-Mar-2017 17:26

I'd start with contacting the retailer directly. Probably easier for them just to do a refund deposited to your bank account.

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michaelmurfy

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#1743447 18-Mar-2017 17:28

Disclaimer: I work for a bank.

A reversal should have happened behind the scenes of the first transaction however may not show up on the customers account until Monday as banks normally use the weekend to do system upgrades etc. If you're in dire need of the funds you can normally call up the bank and they'll be able to double-check a reversal has happened in the system and give a temporary credit. This is especially common if a customer removes their card before the transaction is fully completed on a weekend.

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hyperman

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#1743458 18-Mar-2017 17:43

Comms error is just as it sounds as Michael said the reversal should have happened for the first transaction

as to what happened with the second time the pinpad realized that it was now in offline mode and will process the transaction once it comes back online
long story short contact you bank..

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BlinkyBill

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#1743485 18-Mar-2017 18:28

hyperman:
Comms error is just as it sounds as Michael said the reversal should have happened for the first transaction

as to what happened with the second time the pinpad realized that it was now in offline mode and will process the transaction once it comes back online
long story short contact you bank..

It will be a simple matter to contact the retailer for a refund; and somewhat more time consuming to contact the bank.

michaelmurfy

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#1743495 18-Mar-2017 18:40

BlinkyBill:
hyperman:

Comms error is just as it sounds as Michael said the reversal should have happened for the first transaction

as to what happened with the second time the pinpad realized that it was now in offline mode and will process the transaction once it comes back online
long story short contact you bank..

It will be a simple matter to contact the retailer for a refund; and somewhat more time consuming to contact the bank.

Most of the time the refund has already happened however takes a business night to process hence why the OP will see it on Monday. It is always wise to call your bank first if this happens. I don't know what bank you're with but it is a 1-2min call to check with your bank first normally (yes, that includes wait times).