Payment declined for purchase a second add-on of calling

KrystalZ

I run out of my first add-on of calling, $3 for 60mins. And then, I was trying to purchase another $3 for 60mins. Tried different cards, master and visa, debit and credit, all declined. But I have contacted the bank about the declined payment. They said my card is good to use and no record of declined attempts shown in their system. And I did use the same card to purchase my meal today. It definitely works.

Then, I chatted with the customer service agent through the chat(the green bubble). And She told me:

"I will escalate this situation to our dedicated team, however, in order to do that. I will need a photo of an ID (with the address associated with your account to be visible) and a photo with the credit card associated with your account, I only need to see the first 6 and the last 4 digits, and the expiration date, you can cover everything else. The picture must at least show your hand holding the documents"

That does sounds a scam or fraud.....

And no reason why it happened was be told to me. Does anyone meet a similar situation and be resolved at the end?

elena code xzi4t

Hi @KrystalZ

It seems a security control, you can delete the credit card numbers at the exception of the last 4

Whizz

Hello KrystalZ,
We are sorry to hear about the situation encountered with your payment. 
After making the necessary verifications  into our tools we noticed that you provided the requested documents in the Live Chat conversation and that the escalation to the competent department was made. 
Rest assured, this is only a security measure in order for them to assist you with the payment issue.
Those are asked only in the Live Chat conversations by the customer service agents as it the most secure channel. 
As soon as there will be updated from the competent team, you will be notified on your email address. 
Your understanding and patience are highly appreciated. 
Have a great day. 
-Lavinia, Community Moderator