credit card fraud, should i not be the first to know?

hi im not sure if this is the best place for this question, mods feel free to move.
on sunday, found my credit card had dissappeared from my internet banking and banking app. rang up and was told it sometimes happens, just add my credit card back onto online banking.
ok, i thought.

i tried to book an overseas apartment on monday this wk, but couldnt as it said my credit card was not allowed basically.

so! rang the credit card company,who informed me that my credit card had been stopped last thursday due to dodgy transactions.
grand. fair play to them stopping the card.


BUT, why did no-one inform me? i only found out when i rang to see why my card was declined!
and why i had rang to see why my card had disappeared from my internet banking i was told just add it again!! no-one said someone else was using it!

seriously, am i wrong in expecting the company to contact me in relation to this?? they are sending me a new credit card, will i get a statement of my last credit card going back 4 weeks so I can check ALL transactions??
sure;y its up to me which transactions are dodgy??

wmpdd3

Could I hazard a guess that it was Ulster Bank, I've served a few people who were given this reason for their CC being declined.

I think it's exceptionally bad customer service to withdraw a service for any reason without telling the customer, what would happen if you were in America for 2 weeks?

yep, it was ulster bank!

scarey thing is that i have been with this bank since i was a teenager, had the henry hippo account and everything.
i really did think that my account people would get in touch with me if there was a problem.

really makes me feel like leaving Ulster Bank

BuffyBot

1st, if you called Telephone Banking, it's quite possible they wouldn't see your credit card account: so you were given generic, general advice, which in it's own right wasn't in neccessarily incorrect. The symptoms you described to them could well similar to another issue and be remedied for others by doing what they told you to do. UB wouldn't be alone in this - most of thw big banks have entirely seperate banking and credit card centres/teams/departments who wouldn't be specialists in the other areas.

2nd, have you made sure that you've got correct/up to date contact information on file with them. It can be surprising how many old phone numbers (or even mis-keyed by staff) numbers banks have on file.


From my own experiences with UB, the organisation is so vast, and with so many departments shared amongst Ulster, RBS and NatWest that things need to be actively chased with them.

aN.Droid

Same thing happened me the other day. Made 4 transactions online in quick succession and found when I tried to do a fifth I could not. rang them the next day to be told they were suspicious transactions and blocked the card for my protection which is fair enough but an email or a text would of been nice to let me know the situation. I thought that their systems may have went down.

One of the transactions was to a proxy service though so I can see how they may have thought it was fraud.

Edit to add my bank is UB aswell

wmpdd3

I'd say I have served about 10 people in ths last year that had their card refused when they were sure it should have worked. When they call that's the reason they are given, Always Ulster bank.

Great that they are so fraud aware but what a pain that they let you present a canceled card for payment.