Just returned home from Fuerteventura.
Last monday I used my card at a self service machine inside the only McDonalds on the island. Two days later I received notification of a payment to Netflix and a reversed transaction to Dealbest in USD. Both transactions I knew nothing about. Really great that I was instantly made aware of these transactions, especially as I was out of the UK.
The only explanation for this was that my card was read by a NFC reader in the 60 seconds it was out of my RFID wallet or the self service machine was tampered with.
Now the bad side, I used the in app chat but because of inconsistent roaming coverage my app kept disconnecting. This meant that the first agent that was assigned never got back to me after a few hours. I decided to just leave it until the next morning after locking my card etc…
Following day I eventually managed to keep a connection and eventually got chatting with an agent.
My issue though is that after hours of time wasting the response from CS was to contact Netflix because I stupidly mentioned that I have a genuine subscription so they basically passed the buck and blamed a billing error, despite my certainty that the transaction was fraudulent. I contacted Netflix and they confirmed it was fraudulent and refunded me within 24 hrs.
With regards to the Dealbest transaction reversal no information was given by Starling and I received the response of “If you think you’ve been comprimised, cancel and order a new card” - I was surprised by this as I was expecting a bit more of a human response to the problem, not a robotic legacy style bank response.
I suppose I just felt as if the response wasn’t taking the issue seriously enough, especially as I was outside of the UK.
On one side the notifications were a godsend, but on the flipside it wasnt the best of customer service…
Just thought id mention it so people have some feedback on my experience