[kieranD]

I have been unable to process an urgent payment since midday, after calls to your phone number i was told it was a problem with the online payment authorisation and was a system fault.

Why is this information not being broadcast to customers? When will it be fixed? did your customer help team lie to me and no issue exists?
Will i be compensated for this inconvenience?

[ChristopherP]

@kieranD Hey there, thanks for getting in touch!

I'm sorry to hear about this. There was a payment issue yesterday that affected one-time passcodes being received and 3D secure which is the system used to verify the card for online purchases. Both of these have since been resolved, so I hope you've been able to process the transaction since.

I appreciate this must have been frustrating and apologise for the inconvenience. If you'd like to discuss this in more detail regarding compensation, please speak to the Credit Card team directly.

You can reach the Credit Card team on 0345 300 4278 (Mon - Fri: 8am to 9pm, Sat - Sun: 8am - 6pm) and they'll be happy to help.

To speak to one of my colleagues, please choose option 2 and enter your security details, then press 0. If you don't have any details to hand, just press 0 and you will then be passed through.

[kieranD]

Originally Posted by ChristopherP

@kieranD Hey there, thanks for getting in touch!

I'm sorry to hear about this. There was a payment issue yesterday that affected one-time passcodes being received and 3D secure which is the system used to verify the card for online purchases. Both of these have since been resolved, so I hope you've been able to process the transaction since.

I appreciate this must have been frustrating and apologise for the inconvenience. If you'd like to discuss this in more detail regarding compensation, please speak to the Credit Card team directly.

You can reach the Credit Card team on 0345 300 4278 (Mon - Fri: 8am to 9pm, Sat - Sun: 8am - 6pm) and they'll be happy to help.

To speak to one of my colleagues, please choose option 2 and enter your security details, then press 0. If you don't have any details to hand, just press 0 and you will then be passed through.

Thank you for taking the time to reply.
It was not fully resolved despite several phone calls.
Disappointed in the lack of communication despite being a system wide problem, expected better. I have resolved the payment issue myself by using another provider to make the payment.

[ChristopherP]

@kieranD Completely understand the frustration over this experience and apologise for the inconvenience caused. I will pass your comments on as feedback to the relevant department. We appreciate you getting in touch to let us know.

[KATELAMBERT7525]

This is still an issue and not resolved

[ChristopherP]

@KATELAMBERT7525 Hey, this issue was resolved. I've replied separately to your thread about the issue you're experiencing.