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No thanks to Holland and Barrett!

(21 Posts)
evianers Sat 01-Feb-20 12:07:14

Received a Holland and Barrett special offer on line yesterday. What chaos and confusion trying to "click and collect" has elicited. Not only is their website incredibly long, over-complicated and difficult to understand but the on-line offers apparently do not apply to the shops selling exactly the same. Had to go to the store to find this out. Luckily friendly supervisor let me have the goodies at the "special offer" price.
However, that's not half the problem. Went to pay in Lidl today and not only OH's debit card is corrupted, mine is too thanks to trying to pay H+B on line. We also tried PayPal on the H+B site - that didn't work either. Our bank account has been frozen - cannot use debit cards, cannot take money out of ATMs. Thanks Holland and Barrett!

annsixty Sat 01-Feb-20 12:49:38

That is a dreadful situation, I hope it is resolved soon.
It obviously doesn’t help that is the weekend.
Technology is fine until it goes wrong and then it goes wrong in a big way.

MerylStreep Sat 01-Feb-20 13:06:58

I hope that you will be sending H&B a stinking email.
In that email, don't ask them how they are going to compensate you, you decide by how much you want to be compensated by.
That's where a lot of people go wrong when asking for compensation. Don't ask. You tell them because most times they make an offer, people accept and they breath a sigh of relief because they got off lightly.

Jane10 Sat 01-Feb-20 14:30:56

How can your card be 'corrupted'?

Chestnut Sat 01-Feb-20 14:36:18

I think you need to find out what's happening with the bank fraud department. I can't see how H&B can corrupt your cards like this, and your bank account too? It sounds as though something else has been going on and the bank has taken control.

MerylStreep Sat 01-Feb-20 14:53:03

I don't know but it sounds as if Evianers had put her card details in and was then having trouble doing what she wanted to do. By this time the red flag would go up on her a/c.
Once you have entered your card details ( and there are problems) that's when they will be alerted.

Most fraudsters don't start with a large amount. They go in small to see if they can scam your card. If that works, then they go for the larger amounts.

NotAGran55 Sat 01-Feb-20 15:38:57

Have you actually spoken to your bank Evianers ? What have they told you .

It’s not very likely that 2 users of an account would both be locked out unless you have tried to use both cards, and had trouble with PIN and passwords on both .

BlueSky Sat 01-Feb-20 16:08:28

I stopped using debit cards after our was 'copied'? and used before we realised. Only use credit cards now unconnected to our bank accounts. At least the money doesn't go out of your a/c straight away.

Jane10 Sat 01-Feb-20 17:54:46

My debit card was cloned once. Because I regularly check my account online I spotted a deduction that I hadn't made very quickly and phoned the bank. They were great. Made arrangements for me to have a one off cash payment to last until my new card arrived.

Callistemon Sat 01-Feb-20 18:06:25

I have had problems with cards being compromised but not with Holland and Barrett.
I've never had a problem with ordering on line with them.

Click and collect means that your order will be sent from the warehouse to a particular store for you to pick up at a later date; it will not be taken from the stock in that store.

evianers Sun 02-Feb-20 12:10:32

@NotaGran55 - unfortunately it is the weekend. The bank is closed. Will be there first thing Monday morning. Whatever happened - cards, Paypal etc. simply do not work any more.

SirChenjin Sun 02-Feb-20 12:53:01

Can you call telephone banking and ask them to look into it? They might be able to give you an answer there and then.

Jane10 Sun 02-Feb-20 14:03:06

There's a number for the fraud department on the back of cards. They definitely work at weekends

NotAGran55 Sun 02-Feb-20 16:49:19

I hope you get it sorted out tomorrow Evianers , although banks are open 365/24/7 with telephone banking .

NotAGran55 Sat 08-Feb-20 06:56:44

What was the outcome with your bank Evianers ? Presume it must be resolved by now ?

Hetty58 Sat 08-Feb-20 07:09:12

Banks here are open 9 am - 1 pm on Saturday. If cards are stopped, you can take ID, answer some security questions and get cash out to last until new cards are issued.

Audun Sat 08-Feb-20 07:11:09

I found my current a/c had been emptied, because I got a demand for interest, I am never overdrawn, so I knew it was a huge mistake. It was the weekend and I got an awful fright. I phoned an emergency number which I found, and they discovered it was a banking error at the branch. So scary. I requested a written apology signed by the manager, for my bank file, because I was afraid my credit would have been compromised. I hope yours is sorted quickly.

Oopsminty Sat 08-Feb-20 07:14:46

The bank has sent me texts a couple of times questioning unusual transactions

They were very helpful when I phoned

As has been mentioned they are available 24/7 for queries

craftyone Sat 08-Feb-20 18:05:11

yes 24/7 for banks and I used one a couple of months ago on a saturday. Card was cancelled immediatel

Never click on a link wrt money in an e mail. Do it via the online store direct. Sounds like a scam tbh and the bank has been on the ball by freezing the cards. Good to have cash in the house for necessities

evianers Wed 12-Feb-20 16:51:18

Update 12/02
H+B admitted liability and will send a 10.-- voucher.
Keep fighting for your rights girls!

Jane10 Wed 12-Feb-20 17:00:55

Only £10 for such inconvenience! DH was once similarly inconvenienced by a bank error and was offered £100. He said that was nothing like enough for the upset and they said, 'OK how much would you like?'. He named an amount and they paid up!