Credit Card registration failure

johnw35 · 15-09-2011, 17:13

Over a year ago, my Mastercard was renewed. I have tried several times to re-register it, online, for PAYG top-up. Each time, registration has failed. Each time, I rang the 0854 number and was told to ring my bank as there was a problem with the card.
Each time, the bank has assured me the card is OK and of course I have been using it regularly without problem elsewhere.
A friend, also on Virgin has had exactly the same problem.
I tried to register it again today - same old, same old. I eventually asked to speak to a supervisor or manager. After being put on hold, I was told there was no supervisor available.
I rang off before I lost my temper completely.
I then stomped off to the supermarket, and successfully topped up there at the checkout.

Mick Fisher · 15-09-2011, 19:03

Try using a different browser.

johnw35 · 15-09-2011, 19:27

Originally used Firefox. Tried again using IE.
Same result. Tells me to check the highlighted items. Of course none of the items are highlighted, but they are all correct anyway.
Such a nuisance to have to remember to top up when out shopping.
What is most frustrating of all, is the lack of any real help from the support people, who I suspect are just as clueless as I am.

Stuart · 15-09-2011, 19:40

I've had a similar problem. When Santander issued me a new card removing the "Abbey" branding midway through the card's life. I had a few problems with a couple of repeating payments (e.g. Be, who did not offer direct debits at the time) failing, but I sorted those.

A few months later, I paid for something online. The Verified By Visa check failed. When I contacted Santander (as advised by by the Verified by Visa dialogue), I was told the card was invalid (the system said the card didn't exist, but sadly any payments I made were still taken out of my account) and I should go to my local branch to report a faulty card. The local branch said the card was fine. Eventually, they replaced the card anyway.

BTW, the original card did work for most online retailers I tried, and in all the Chip And Pin machines.