On hold endlessly for confusing information and no answers
2
I've had this card for a while and use it for purchases abroad and joint purchases. Don't remember particular problems before , (but don't remember last time I used it either..) Yesterday I went to buy a new item online, got the dreaded Mastercard securecode page, filled in all my details, was asked to CREATE a passcode... authorisation then failed. This 3 times over. I gave up and used my Santander card (also Mastercard), verified the purchase with OTP, worked seamlessly, thanks Santander! I was keen to know why I had such a problem with the post office card, so I rang them today. First time I gave up after 12 minutes on hold, second time I decided to stick it out, and after 13 minutes of their blaring and irritating hold music (at 2.15pm so should be a quiet time...?) I got Maeve, who didn't seem to understand what I was saying and told me repeatedly that I had entered the wrong passcode while I told her repeatedly how I had been ASKED TO SET UP a passcode during the transaction. She then indicated that my card had been locked.. and said I could go through the set up a passcode process again the next time I purchase. Frankly I'm not too keen to go through that entire rigmarole again so I asked if I can set up the password directly with the post office - she said no, you need to set it up on the mastercard securecode site, which will be the first thing that comes up in a google search. It's not - instead I get a whole bunch of infomation pages touting securecode, none of which allow me to do anything meaningful, and I am not one step forward. On the basis of this, I may just avoid using the post office card again, it's not worth the hassle, the massive amount of time waiting on hold to speak to someone who doesn't seem to know what's going on, and the likelihood of the whole thing being repeated next time I try to use the card. Marks for ease of use - MINUS 10!
Reviewed on: 15th October 2018
