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681 posts

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# 99435 19-Mar-2012 19:09
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Today I went to use my eftpos card (which is also my visa debit card) to find it declined.

After waiting on hold for around 40mins I finally got through to a customer rep who told me that Kiwibank's fraud department had cancelled a whole lot of cards (including mine) and are sending out replacements.

Im not happy, I never got any warning. They have 3 numbers for me, all would of worked. They text me when money has been deposited into my account, but they never notified me that my card was now useless?

This is my main account, luckily I had a business card I could use (so ill just have to take out some drawings this month) but really this has just been a massive inconvience that a short message could have avoided.

So at present I am waiting for a replacement card, the only way to get one sooner is to go into a post office, unfortunitly they are only open business hours (which if you work, is a problem).



Has anyone else had their card cancelled recently by Kiwibank? Considering the high call volume im left wondering how widespread this is?

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  # 597356 19-Mar-2012 20:11
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Did you ask them why they hadn't contacted you about it? I can see why they would cancel it straightaway if fraud is detected. I always have at least two forms of payment for redundancy, as you never know when something like that will happen.

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# 597391 19-Mar-2012 21:20
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ArcticSilver: Im not happy, I never got any warning. They have 3 numbers for me, all would of worked. They text me when money has been deposited into my account, but they never notified me that my card was now useless?


Don't worry, ASB did this back to me back in 2009 - my card was one of the ones potentially skimmed at the Downtown carpark.

First I knew of the breach was getting a new card in the mail. 

 
 
 
 


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  # 597412 19-Mar-2012 21:47
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Ideally they would call you first and tell you they are going to cancel it before they do but they don't... they cancel/suspend the card immediately to prevent fraudulent losses immediately, you can understand why they need to do that.

My ASB card got cancelled twice in recent memory, once with the Wilson's issue, and once with the PS3 network issue. One time I noticed before they called me and had to call in, the other time they called me before I noticed.

I think it depends on luck, how frequently you use your card and how much of a call backlog they have.

Also why did you say "internal" in your thread title then not mention anything about "internal" in your post? Bit confusing.

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  # 597634 20-Mar-2012 12:56
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Yet another plus for cash.

Any official word from them asto what happened to cause this?




Richard rich.ms



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  # 597806 20-Mar-2012 17:29
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No word yet, I did specifically ask for a follow up with what happened.

I said internal because I was suggesting the possability that Kiwibank might be covering up a internal breah, I didnt want to push that idea though it was more of a off hand comment. When I think of it now though I doubt it was since the CSR seemed to imply while a resonable percentage of Kiwibank customers had their card's cancelled but it wasnt everyone.

Overall I understand that they may of had to cancel my card, but the main issue I have is the fact that they told me nothing, even when I called. All they could tell me was that the fraud department had cancelled my card (a long with a whole lot of others).

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  # 597812 20-Mar-2012 17:39
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ArcticSilver: All they could tell me was that the fraud department had cancelled my card (a long with a whole lot of others).


Unfortunately that's also standard policy, the CSR wouldn't be allowed to tell you if they knew.  Generally the best they can do is give a general reason like "we have detected used overseas" or "we have detected fraudulent usage" or "your credit card number has been compromised".

The only reason I mentioned wilsons and ps3 network in my earlier post is because they were the obvious logical cause at the time for my cancellations, not because a bank CSR told me. 

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  # 597813 20-Mar-2012 17:40
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Have you used it somewhere potentially dodgy?

I think it is good that the banks are being careful, as they want to minimise losses and fraud, but in your case I think your issue is the lack of communications. Did they email you via bank mail?

 
 
 
 


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  # 597818 20-Mar-2012 17:52
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Remember that it is not your card, it is their card.

No bank has answered me as to why they cant give me a stack of spare cards ready to activate at any time, instead everytime my stripe wears out I have to **** around cancelling one card and waiting for another to be delivered. makes changing banks a better option really.




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  # 598594 22-Mar-2012 11:32
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I would be interested in the timing of the cancellation vs when you tried to use the card. Theoretically they could have for example cancelled the card at 10:30 and you went to use it at 10:35.

I would assume their plan was to call "everyone" and order new cards, but this process takes time, and you may have been on the to "contact list", but found out ahead of planned communications, because you called them.

Still better than the experience I had with National Bank who, after I cancelled a credit card and all my accounts, kept charging my credit card account, but not sending me the bill "as I was no longer a customer"...

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  # 599374 24-Mar-2012 09:10
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I wonder if it was a visa thing and not Kiwibank.
Im with Kiwibank bank also have a visa cc through another outfit. They sent out my card then 2 days later I got a letter saying there was a problem.with a bunch of cards and it had been cancelled. Another card arrived a few days after that.

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