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chase has different Verify by visa procedures now for online transactions
First of all
Big thanks to flyertalk member "happy" for letting me know! (completely by accident) I don't know if this has been posted or stikied anywhere else but I think it's really important A few months ago I was trying to buy renfee train tickets for an (at that time) upcoming trip to Spain. Between the website being bad or potential fraud alerts on chase's part (which they said none had occurred), I thought I was out of luck. In the end I used my Citi AA exec card to complete the purchase) which wasn't that easy either. Between all the above mentioned scenarios I could not possibly imagine a situation where verify by visa on chase's part could also be a problem Upon confirming with a Chase rep they did grudgingly confirm that you have to call this number (18006549214) to get the charges to go through (the rep refused to say when the changes went into effect, as well as did confirm that NO notifications were ever sent out regarding this change) If anyone has more details , please feel free to chime in Overall very disappointing:mad:
Originally Posted by Happy
(Post 23203375)
Chase would not send me the replacement CSP when mine was stolen in Rome.
Overall the experience with Chase is rather disappointing. First, the Italian pay phone system operators said the Chase number (collect call) BLOCKED collect calls. Since the AU card was not lost, I used the AU card to pay for the call, about $47 charge later I saw online. Then when we got to the hotel, we tried to call from the hotel. Again, the collect call number was blocked to take collect call! Hilton FCO ended up using the front desk's line to call for me. When I initially called to report the stolen card, Chase was NOT able to stop the card because the system was in a weekend update mode. The rep who took the call said she would email the security dept which in turn would put a stop on the card when the system was up and running. It never happened. When I called back on Monday to inquire the situation I was told the card was NEVER blocked. Though the rep did find an email from the previous rep. But nothing has ever been done. And, get this, this rep said since the AU card was not lost, he suggested Not to block the card but had the merchant called for approval on each transaction. :rolleyes: I insisted the card needed to be canceled promptly and a replacement card be sent to the hotel address which we would return after 10 days (on a cruise). The rep refused. No big deal. We have other cards and I really dont want to keep calling Chase on this crap. I asked him to put a note to send the card to our home address at proper time so the card would be waiting when we returned home. It never happened. When we returned home, there was no card in mail pile. Wait a week, still no card. SMed Chase, was told replacement card was NEVER ordered... :td: Long story short, compared to AMEX, Chase is worthless in situation like this. CSP does not worth its $95 fee in our opinion, especially now Chase has pulled out from Verified by Visa program. So now each time if you try to buy a train ticket online from virtually each major European national train system, SNCF, Trenitalia, Renfe, and may be DB, you would need to call and they would give the card a 24 hours "pass" or whatever it is, so your transaction would go thru. Otherwise, you would have to go thru 3rd party sites to buy and pay extra (the 3rd parties commission). :td::td:
Originally Posted by rgAAFT
(Post 23204795)
Sounds like quite an experience...... ..I don't know but I never really had such issues with them
PS ..., Chase pulled out of verified by visa??? Since when??????? I tried to get renfee tickets through the citi executive concierge, because I was having a hard time understanding Spanish and their website is quite bad In the end after many attempt on both cards, the AA card ended up working while Chase did not, this may partially explain why? What, I can't believe it??
Originally Posted by Happy
(Post 23203287)
Slightly OT
I have bad news for all of you that use Chase Visa for foreign sites online purchases. Chase has pulled out Verified by Visa program. I dont know when. Recently the CSP was rejected by SNCF site in the Verification process. It worked fine with Trenitalia earlier this year. It took me a total of 45 min and 4 transfers to finally get the transaction go thru. I thought once a card was verified, the next time to use it it would be fine especially the card is recognized by SNCF as being registered with the account. NO. It failed again 2 weeks later. This time I told the Chase front line rep to transfer me to Verified by Visa program liaison. Then I was told I had to call EACH time before a transaction if the merchant requires Verified by Visa - because Chase has pulled out the program. Chase on the other hand, could approve the card for 24 hours period. Unless you are doing multiple transactions within that 24 hours period, otherwise you would need to call again on your next transaction that the merchant uses Verified by Visa. This would mean virtually ALL European countries national railway system websites would reject Chase cards as IIRC Trenitalia (worked earlier this year), Renfe, SNCF and may be DB, all use the Verified by Visa program on foreign cards. :td: |
Ugh.
Who in their right mind thought it was a brilliant idea to have people call in to get an online transaction done in this day and age? :rolleyes: |
More info on this thread: http://www.flyertalk.com/forum/credi...l#post23203287
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Super crazy! I'm generally pleased with Chase allowing large purchases to go thru.
But when I called in last week to authorize recurring charges of $505 ;) the CSR called the Fraud Dept, who then chastised him for calling about a non-fraud issue and hung up on us. The CSR then said he can only authorize ONE future charge. There's no way to note recurring charges in the computer! |
Originally Posted by sexykitten7
(Post 23206651)
Super crazy! I'm generally pleased with Chase allowing large purchases to go thru.
But when I called in last week to authorize recurring charges of $505 ;) the CSR called the Fraud Dept, who then chastised him for calling about a non-fraud issue and hung up on us. The CSR then said he can only authorize ONE future charge. There's no way to note recurring charges in the computer! |
I was given 2 different 800 number for this
1-800-396-1751 this seems to be the security dept in Philippines. They can make the transaction go thru. 1-800-955-9060 this is in Mumbai India. They told me I had to call each time if Verified by Visa is needed. Very difficult to understand accent. BTW, Renfre has an English version of its website. It had a Time Limit for you to finish the ticket purchase so if you had difficulty or diddling a bit, you would run out of the time slot and locked out of the purchase. Trenitalia is the easiest to use even before their update. The site is very functional, especially when using to check train schedules. DB (Germany) requires you to register with a credit card as your ID, and such credit card must be present when the conductor check your tickets and they did. However once the CC is verified by the conductor one time, the subsequent checks on the train trips do not seem to present your CC any more. It seems to me the handhelds the conductors use gave the conductors various prompts on what to do. SNCF site is one of the more difficult to use, even more so than Renfre. |
Originally Posted by Happy
(Post 23207882)
I was given 2 different 800 number for this
1-800-396-1751 this seems to be the security dept in Philippines. They can make the transaction go thru. 1-800-955-9060 this is in Mumbai India. They told me I had to call each time if Verified by Visa is needed. Very difficult to understand accent. BTW, Renfre has an English version of its website. It had a Time Limit for you to finish the ticket purchase so if you had difficulty or diddling a bit, you would run out of the time slot and locked out of the purchase. Trenitalia is the easiest to use even before their update. The site is very functional, especially when using to check train schedules. DB (Germany) requires you to register with a credit card as your ID, and such credit card must be present when the conductor check your tickets and they did. However once the CC is verified by the conductor one time, the subsequent checks on the train trips do not seem to present your CC any more. It seems to me the handhelds the conductors use gave the conductors various prompts on what to do. SNCF site is one of the more difficult to use, even more so than Renfre. |
Originally Posted by rgAAFT
(Post 23208155)
The number I was given also seems to lead to india, with very rude agents I might add
Overall Chase customer service has gone downhill rapidly from 18 to 24 months ago. These days the "premium" cards dont get you the same "premium" customer service any more. The CSP reps no longer are the more knowledgeable, more empowered reps like in the past. Now it is a luck of draw. I think only the biz cards still have somewhat decent customer service. Everything else is just crap. |
I find it interesting that Chase will use a US call center for general customer service for CSP but use an oversea outsource center for security department, which shall be higher up in a bank's hierarchy.
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I just got an email today about Verified by Visa changing to Visa Checkout. I wonder, maybe the change had something to do with it?
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Originally Posted by Ragnarok
(Post 23209526)
I find it interesting that Chase will use a US call center for general customer service for CSP but use an oversea outsource center for security department, which shall be higher up in a bank's hierarchy.
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As a distraction today from hearing about the tragic air disaster. I tried to press Chase for more information regarding v by v situation
Frontline CSP rep did not know much then I got transferred to the security dept this time in the philippines I would guess where the rep wasnt that aware and simply said this maybe something on a case by case basis. Do you guys think there is some truth to this? (I am almost tempted to do a v by v transaction, in order to provide my own first hand data point) |
Originally Posted by rgAAFT
(Post 23214954)
As a distraction today from hearing about the tragic air disaster. I tried to press Chase for more information regarding v by v situation
Frontline CSP rep did not know much then I got transferred to the security dept this time in the philippines I would guess where the rep wasnt that aware and simply said this maybe something on a case by case basis. Do you guys think there is some truth to this? (I am almost tempted to do a v by v transaction, in order to provide my own first hand data point) |
I have had this problem with Chase Visa cards before and email / phone conversations with multiple people have failed. In fact they had told be they do not block any transactions that need VbV. I have always failed to be able to use it for any online transactions on India based sites (where it is a legal requirement for vendors to use 2-step security). Only Amazon.in has been developed intelligently where it holds the transaction and a call to Chase CS and it gets processed automatically. Once that was done - Amazon.in does not require any more authentication / VbV non-sense for some reason.
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Is it possible to get around "Verify Visa"
I've recently relocated to Singapore and have my address updated with my Chase Sapphire preferred card, love it.
While booking flights to Thailand with Jetsar and Airasia, I am forced to call an 800 # (US based) to verify that it is actually me making the purchase. Visa cannot do anything about it because it is required by the merchant...or so I'm told from a few different Visa operators. My issue is simply this, I'll be booking one way tickets without a final destination in mind. After traveling for a few weeks, I'll need to book a flight back to Singapore but will not have access to an international phone to verify my visa. Has anyone run into this issue and is there anything that can be done to get around that security measure. Thanks for your time!! *1st time post |
Originally Posted by haddenl
(Post 23360893)
I've recently relocated to Singapore and have my address updated with my Chase Sapphire preferred card, love it.
While booking flights to Thailand with Jetsar and Airasia, I am forced to call an 800 # (US based) to verify that it is actually me making the purchase. Visa cannot do anything about it because it is required by the merchant...or so I'm told from a few different Visa operators. My issue is simply this, I'll be booking one way tickets without a final destination in mind. After traveling for a few weeks, I'll need to book a flight back to Singapore but will not have access to an international phone to verify my visa. Has anyone run into this issue and is there anything that can be done to get around that security measure. Thanks for your time!! *1st time post |
Originally Posted by rgAAFT
(Post 23380142)
Secure message them via your online account or use another card from a different issuer
SM does not going to help you as what you need is someone at the security dept that deal with Verified by Visa to monitor your transaction real time. They can see the attempted transaction, and let it go thru. The regular rep does not see this "back office" function. The regular rep would tell you there is not even an attempt to charge the card - which is completely NOT TRUE because the security dept can see it, at a higher level of clearance. Also the poster wants to buy ticket from Air Asia - this site has its own high security measure - if a card is being blocked twice within 24 hours, the card number would be rejected by Air Asia until another 24 hours pass. This is the company's mechanism to combat fraudulent charges from stolen cards which in that part of the world is a serious issue, because many stolen cards in US the numbers are sold to Asia and Europe criminals. |
This is ridiculous and bizarre, that US banks can't get 3-D secure right. How hard is this to get right, really?
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Originally Posted by alexmt
(Post 23381324)
This is ridiculous and bizarre, that US banks can't get 3-D secure right. How hard is this to get right, really?
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Originally Posted by rgAAFT
(Post 23382842)
What is 3D secure?
http://en.wikipedia.org/wiki/3-D_Secure Chase USED to participate but they pulled out. That is why now everyone has such a hard time buying train tickets from virtually all European national railway systems. Luckily there are now 3rd party ticket-selling agencies that can circumvent such issues. Just use that versus the "real thing". |
Originally Posted by Happy
(Post 23383985)
The name of the mechanism behind the Verified by Visa, Mastercard Secure Code, AmericanExpress SecureKey.
http://en.wikipedia.org/wiki/3-D_Secure Chase USED to participate but they pulled out. That is why now everyone has such a hard time buying train tickets from virtually all European national railway systems. Luckily there are now 3rd party ticket-selling agencies that can circumvent such issues. Just use that versus the "real thing". And don't forget about paying at least1.5 tiimes more for buying the tickets through a third party.:) A more friendly solution is to use another card or opt for the transaction to be processed through PayPal or other similar service. I hear renfee supposedly now supports PayPal, to help those having problems buying train tickets |
Originally Posted by rgAAFT
(Post 23384066)
And don't forget about paying at least1.5 tiimes more for buying the tickets through a third party.:) A more friendly solution is to use another card or opt for the transaction to be processed through PayPal or other similar service. I hear renfee supposedly now supports PayPal, to help those having problems buying train tickets
If you only know about Europe Rail, then you need to do more google search or read more sites to expand your knowledge base. There is at least one site to buy SNCF tickets not only it is at the SAME PRICE as SNCF, but also it allows you to HOLD your reservation and come back to buy it the next day. There are several UK sites that the surcharge is a VERY REASONABLE 5% or below. I would gladly pay that surcharge and not to try to call Chase multiple times or try multiple other cards to make the purchases - because UNLESS your other cards participate in the 3 D secure system, your other cards would inevitably fail just like the Chase cards. So far I do not know which cards would pass the muster - CapOne does not participate, Citi does not participate Master Secure Code in the past, no idea now. Have not tried Barclays yet. That is what alexmt's post is all about - note he mentioned US Banks... I am not aware the European National Railway systems allow you make the payment via PayPal. So have you found other cards that work, short of calling Chase to book yours? |
Originally Posted by Happy
(Post 23384192)
You cannot be more wrong.
If you only know about Europe Rail, then you need to do more google search or read more sites to expand your knowledge base. There is at least one site to buy SNCF tickets not only it is at the SAME PRICE as SNCF, but also it allows you to HOLD your reservation and come back to buy it the next day. There are several UK sites that the surcharge is a VERY REASONABLE 5% or below. I would gladly pay that surcharge and not to try to call Chase multiple times or try multiple other cards to make the purchases - because UNLESS your other cards participate in the 3 D secure system, your other cards would inevitably fail just like the Chase cards. So far I do not know which cards would pass the muster - CapOne does not participate, Citi does not participate Master Secure Code in the past, no idea now. Have not tried Barclays yet. That is what alexmt's post is all about - note he mentioned US Banks... I am not aware the European National Railway systems allow you make the payment via PayPal. So have you found other cards that work, short of calling Chase to book yours? Rather than lecturing me, would you mind just sharing the list of third-party sellers? |
Originally Posted by alexmt
(Post 23381324)
This is ridiculous and bizarre, that US banks can't get 3-D secure right. How hard is this to get right, really?
Barclaycard also has MasterCard SecureCode, but it was a pain to set it up. I actually posted a complaint on Barclaycard Travel Community. You can go over there and read my complaint. I do agree that it is ridiculous that banks are not supporting 3-D Secure. This and the fact that we are behind in EMV adoption makes US the number 1 country in credit card fraud. |
I know this sounds odd, but my BA transactions (on a CSP) are still thrown to the (correct) VbV page.
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Originally Posted by idlingbye
(Post 23396260)
I know this sounds odd, but my BA transactions (on a CSP) are still thrown to the (correct) VbV page.
I have redeemed BA awards many times, paid by various cards that have 0% forex fee for fear the billing being done overseas. Yet, each time it was billed by BA US, and the site NEVER throws me to the VbV screen. Needless to say, I am using BA US site because my membership is US-based. On the other hand, 2 weeks ago I purchased a fully refundable ticket from UA site, using the Marriott's card because it earns 2x on airline purchases and I might cancel my UA card before I may cancel the ticket for a refund, the UA site threw me to the VbV screen with a BROKEN symbol - as if the connection was in jeopardy... For a while I watched the spinning of the connection symbol thinking it was messed up... seemed like taking forever, but it eventually came back with Confirmed Purchase... Whew! I have NEVER experienced VbV on UA site in the past when paying with a US Visa card! |
Google is one's friend if one wants to bypass the VbV annoyance when buying tickets from international sites.
I did not know what 3 D security stood for when others mentioned such. A 1 minute Google immediate provided the answer. Just sayin. Seat61 has enough tutorial info for those who are willing to learn versus being spoon-fed. |
Originally Posted by trumpet205
(Post 23392635)
These days, the only big 4 that has 3-D Secure is Wells Fargo. Either that or CCs issued by credit unions.
Barclaycard also has MasterCard SecureCode, but it was a pain to set it up. I actually posted a complaint on Barclaycard Travel Community. You can go over there and read my complaint. I do agree that it is ridiculous that banks are not supporting 3-D Secure. This and the fact that we are behind in EMV adoption makes US the number 1 country in credit card fraud. Hum, I.didn't have any issues with v by v on my Barclays arrival card when I used it to buy a vueling airlines ticket with it last year. Transaction went to v by v screen and after a couple seconds transaction went through. In fact, this has been my experience with other issuers as well, with the exception of citi who may ask the last four of my SSN as part of the v by v process, and then have me clear a fraud alert (which in most cases will come via text message) |
Setting Verified by Visa PIN
How can I register for a Verified by Visa pin?
I've called Chase and can't seem to get a straight answer. They claim that it's not possible. I've been able to do so with all past Visa accounts. I was even able to register a pin for my old Bank of America debit card. I need this to set up a new Skype account. Could anyone please explain what to do? Thanks. |
It took 3 phone calls to Chase but I finally got a rep ont he line that knew what she was talking about!
If anyone else encounters this same issue, call the following tel. number: 1-800-297-4970 It's an automated process and you'll be able to register a VbV code over the phone. |
Tried to book flights on Lion Air and after filling everything out, it rejects the Visa card. I then realize it requires a Verified by Visa so I call the number and the agent says Lion Air website must be down because they got no notice of a transaction.
I'm confused. How the heck do I get Verified by Visa? I called Chase and they don't know what I'm talking about. :confused: |
Originally Posted by honmani2
(Post 23800088)
Tried to book flights on Lion Air and after filling everything out, it rejects the Visa card. I then realize it requires a Verified by Visa so I call the number and the agent says Lion Air website must be down because they got no notice of a transaction.
I'm confused. How the heck do I get Verified by Visa? I called Chase and they don't know what I'm talking about. :confused: http://www.flyertalk.com/forum/23617538-post30.html |
Originally Posted by OliverB
(Post 23617538)
It took 3 phone calls to Chase but I finally got a rep ont he line that knew what she was talking about!
If anyone else encounters this same issue, call the following tel. number: 1-800-297-4970 It's an automated process and you'll be able to register a VbV code over the phone. My apologies--a little confused! Trying to buy a bus ticket on ALSA (Spanish national bus operator), and all my cards keep getting "denied." Chase & AMEX claim they haven't seen any charges try to be approved so don't know what's going on. Still didn't work after I set up the PIN, though I'm not sure exactly what I would use the PIN for, since last I remember Chase hasn't rolled out chip-and-pin for CSP. |
Originally Posted by bj27
(Post 23814279)
Sorry for bumping a semi-old thread, but is this PIN number the PIN you would use for cash-withdrawals/advances, or is this Chase's unofficial foray into chip-and-pin?
My apologies--a little confused! Trying to buy a bus ticket on ALSA (Spanish national bus operator), and all my cards keep getting "denied." Chase & AMEX claim they haven't seen any charges try to be approved so don't know what's going on. Still didn't work after I set up the PIN, though I'm not sure exactly what I would use the PIN for, since last I remember Chase hasn't rolled out chip-and-pin for CSP. Please read Post No.1 which quoted my post from another thread and read my post No.17 so you would know what is behind this - why the CSRs do not see any attempt of transaction, if you are talking about buying a ticket online. There are certain things you need to do in order to - hopefully - use your card online successfully with Verify by Visa and this is this thread is for. |
Originally Posted by Happy
(Post 23817353)
Chase does not have Chip and PIN. The only major bank has such cards is Barclays.
Please read Post No.1 which quoted my post from another thread and read my post No.17 so you would know what is behind this - why the CSRs do not see any attempt of transaction, if you are talking about buying a ticket online. There are certain things you need to do in order to - hopefully - use your card online successfully with Verify by Visa and this is this thread is for. I might try and buy my ticket at an automated ALSA kiosk here in Spain, though if that fails I will call Chase. I really enjoy calling AMEX Platinum but not so much Chase, specifically for the reasons already stated. |
Originally Posted by bj27
(Post 23819652)
Thanks. I had read them (briefly) but was hoping not to have to call in.
I might try and buy my ticket at an automated ALSA kiosk here in Spain, though if that fails I will call Chase. I really enjoy calling AMEX Platinum but not so much Chase, specifically for the reasons already stated. |
Originally Posted by bj27
(Post 23819652)
Thanks. I had read them (briefly) but was hoping not to have to call in.
I might try and buy my ticket at an automated ALSA kiosk here in Spain, though if that fails I will call Chase. I really enjoy calling AMEX Platinum but not so much Chase, specifically for the reasons already stated. http://www.flyertalk.com/forum/credi...signature.html Calling Chase isn't going to solve your problem. It's unsolvable. Look into the recently released Diners Club Premier card for international travel. This thread is about online orders where the merchant uses Verified By Visa. |
Originally Posted by Happy
(Post 23823545)
If the Kiosk requires PIN, the Chase card most likely would fail. When calling on this subject, the dept (security) that handles it is in Philippines just so you know. The Chase security dept rep would patch you to the Visa rep who also seems based outside US, may be India. On the 3 times I had to deal with them, 1 was semi polite and the other 2 were downright RUDE.
ALSA offers payment through Paypal, so I just did that instead. While I won't be getting the extra 70 points on travel, I didn't feel like dealing with security and/or VISA.
Originally Posted by patrick.barnes
(Post 23826371)
There's an entire million page thread on this topic:
http://www.flyertalk.com/forum/credi...signature.html Calling Chase isn't going to solve your problem. It's unsolvable. Look into the recently released Diners Club Premier card for international travel. This thread is about online orders where the merchant uses Verified By Visa. |
A data points for what it's worth:
Was just in Barcelona this weekend and attempted to buy tickets at an automated machine (with an attendant helping) for Montserrat (at Placa Espanya station). Chase Sapphire Preferred was denied. Used AMEX instead. But then, later this weekend we purchased a T-10 ticket (ten-trip ticket) at another station, and put in my CSP. Machine asked for a PIN, and I thought "what the heck, I'll just try the one I set up earlier through Chase" (on the automated number given earlier in this thread). It WORKED! I checked my account activity and it shows as pending "METRO BARCELONA," and it definitely didn't come through as a cash advance, because my cash advance balance has not budged...... I also never called Chase's security department or let them know I was going to be using the card. Thoughts on this? Has this happened to anyone else? |
Sadly, like every security related decision it probably came down to money. Implementing 3D Secure apparently cuts online transaction volume almost in half when implemented in the US. I don't see it coming back here unless Visa/MC do some sort of liability shift like they have with EMV, and I feel like that's not going to happen any time soon.
Too bad US consumers get screwed yet again when traveling in the meantime. :td: |
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