TCN The Card Network - Dodgy Gift Card Provider?

noone on 11/12/2020 - 16:01

I'm beginning to get nervous about the status of my restaurant gift cards. So I bought a few giftcards thinking I would be able to use it at any restaurant/cafe, and initial test shows that it is accepted anywhere, maccas, tavern, and even bubble tea places.

Recently they've done some update that excludes fast food and quick service restaurants (I'm assuming takeaway restaurants) even though when I bought the card, it wasn't mentioned anywhere in the card. New cards apparently shows this condition.

Previously you can also transfer your physical giftcard to mobile wallet so places that can only tap instead of swiping you can still use the card but now it appears that the option has been removed.

I've tried contacting them on the phone only to be told to leave a message and they will call you back. I've also contacted them through their contact page on the website and it's been 2 days and I haven't heard back from them.

Anyone else having issues with TCN especially the restaurant card?

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Comments

  • CyberMurning on 11/12/2020 - 16:39
    +1

    agree
    i have the app but i wont send sms

  • lilkid28 on 11/12/2020 - 16:53

    Yes a little annoyed that some of the places I visited in Nov doesn't work since last 2 weeks

  • Neoika on 11/12/2020 - 19:02
    +3

    From many commnets I found, their trick is to always let you use it successfully for the 1st purchase and limits the card.

    Then you cant have legitimate reason to refund as it worked once. TCN profits from remaining balance that you cant get used.

    • thebadmachine on 11/12/2020 - 19:15
      +1

      Wow dodgie.

      • Neoika on 11/12/2020 - 19:19
        +1

        Stick to Blackhawk issued card unless you can use a TCN card up in the 1st purchase, redeem it in full.

  • tidie on 11/12/2020 - 20:50

    A few places I used the card successfully at won't accept this card anymore. Certainly a dodgy practice.

    • noone on 12/12/2020 - 01:07

      Yep, in my case I bought more thinking I could use it often but now I'm finding that it's getting declined

  • maverick1 on 11/12/2020 - 20:56

    now it all makes sense - I've been previously using the restaurant GC at Starbucks, Coffee Club etc but since last week its getting declined,
    I couldn't figure out the reason
    This is really dodgy as I loaded up on few cards based on previous positive exp

    • CyberMurning on 11/12/2020 - 21:20

      Well could be they are just fixing the error? I mean Starbucks, MCD, is not a restaurant, right? As long it still work in proper dine in sit down restaurant then it matches with the card name and purpose.

      • noone on 12/12/2020 - 01:09
        +3

        Starbucks is a Cafe though and it said any restaurant/cafe.

        I'd argue that mcd is also a restaurant where you can dine in and sit down.

  • screensaver on 12/12/2020 - 00:32

    I wouldnt buy anything unless I knew exactly where I could spend it

    • noone on 12/12/2020 - 01:06
      +1

      They mislead you by initially saying you can use it at any restaurant/Cafe and it worked too.

      Only in December they started to limit the restaurants

      • aoliren on 12/12/2020 - 07:37
        +1

        Now they removed the cafe from their website.

        • shiba on 12/12/2020 - 18:59
          +3

          What they can't remove is what is shown at the back of the physical card pack which clearly states any restaurant and cafe that accepts eftpos.

    • FatTofu on 12/12/2020 - 08:28
      -2

      First declined in a Chinese restaurant.

      Then declined in a Japanese restaurant.

      And then what?

      Perhaps I should try a Thai restaurant.

      TCN may be not only dodgy, but also racist.

  • T-man on 12/12/2020 - 01:54

    Wow, I wondered why my card balance was zero and not enough money when I tried to use at some places.

    It turned out that I still got the balance and because this dodgy practice, now I know why my card got declined, never never again TCN, I am going to tell this to all of my friends to not buy this card. They are still selling at Woolworths this week.

  • ja912son on 12/12/2020 - 08:57
    +4

    I second OPs negative experience with the card.
    One thing bugging me the most is they print 'you can use it at any restaurant and cafe that accepts EFTPOS' on the card, this is utterly untrue, misleading and false advertising.

    I think if all Ozbargainers who bought the cards pull it together, honestly we get a class action case with ACCC.

    The terrible thing is we don't know where it works now. Nothing more embarrassing than finishing your meals already, card declined three times at checkout. Being stared by restaurant staff and have to pull out the plastic

  • [Deactivated] on 12/12/2020 - 12:12

    These TCN cards rely on the redemption business' merchant accounts are set up on the same merchant category as the card is. If there's any variance, the cards won't work at the terminal, and there's nothing either party can do about it.

    I am aware of multiple merchants having actively refused these products as well. It is possible some might have instructed their bank to block these products through their terminals. It is a significant failure by TCN that they didn't seek permission from businesses to participate in these products. Most of them don't even know about until a customer presents it. Their strategy of marketing them as "accepted anywhere" is based on a lot of assumptions, and that's before a business even exercises their right to not participate.

    If you are having trouble redeeming your cards then I recommend that you do two things …

    -Report the issues to Consumer Affairs (or your states equivalent) on the basis of the product, at face value, being misleading. Demonstrate where you've reasonably tried to use it and how that misaligns with what the product promises.
    -Report the issue to the retailer that you purchased it from. They accept these products into their stores and can influence whether the products should be changed or removed.

    • t25 on 12/12/2020 - 12:55

      Coles have directed me to contact TCN directly as they are not responsible. I am wondering if my credit card will be able to dispute this transaction as "item not as described"

      • tomsco on 12/12/2020 - 16:44
        +1

        Hmm… Coles sold it to you, so they definitely have an onus to address the issue. In saying that, Coles have the right to investigate, and adding a third party between yourself and TCN will probably complicate the whole matter, especially if TCN are dodgy.

        But I wholeheartedly dispute Coles saying it’s not their issue.

        • [Deactivated] on 12/12/2020 - 17:57

          Coles' only responsibility is to sell the product. The rest is on the card owner and their distributor.

          My suggestion to report to Coles is purely to make them aware that they're selling misleading products. They won't be able to assist with redemption issues, but they will apply pressure on TCN to fix the issues if they want to keep selling it in their stores.

          • tomsco on 12/12/2020 - 18:10

            @[Deactivated]: And by selling the product, they have to abide by ACL.

            While ACL refers to retailers not being able to palm you off to the manufacturer, I don’t see how the consumer/Coles/TCN relationship would be any different than if it was consumer/retailer/manufacturer (of physics goods).

    • noone on 13/12/2020 - 01:04

      I did consider it but after reading this comment https://www.ozbargain.com.au/node/582451?page=25#comment-976… not too sure if there would be any resolution

  • tlai on 12/12/2020 - 12:34
    +1

    Yes I am getting declines on places that use to work :(

  • Frozensage on 12/12/2020 - 15:34

    Interesting. Got $21 left on one card. Might need to see if I can still use it at jb

    • jetblack on 12/12/2020 - 16:45

      Let us know how it goes. I've got a few bucks leftover

  • Pcosmic on 12/12/2020 - 16:24

    Bought $500 worth of Restaurant gift card last week with 15%, and another $250 today with the 10%+10% discount. Only used it once and it worked. Hoping that this problem is temporary and they will eventually get their act together.

    Hard to see this fail especially when the Hospitality industry have partnered up with other major retailers to stimulate the economy. Let's play the long game.

    • CyberMurning on 12/12/2020 - 16:33

      What is today 10 and 10 discount? I see Woolworths is 10 pct only

      • tomsco on 12/12/2020 - 16:45

        Zip pay discount.

      • Pcosmic on 12/12/2020 - 16:45

        With zip pay 10% cashback

      • M27 on 12/12/2020 - 16:46

        With Zip Pay's Sat 10% cashback promotion

  • rysith on 12/12/2020 - 17:28
    +7

    Made a post on a Facebook ad for the Restaurant card expressing my disappointment in the change in conditions and to avoid buying this card.
    TCN reached out to me via Messenger to state this:

    "Please be advised that The Restaurant Gift Card works on a payment platform for venues who have the designated their merchant category code as Eating Places, Restaurants and/or drinking places.

    The gift card and TCN website prominently publish our terms and conditions, including the exclusion of fast food and quick service restaurants for our Restaurant Gift Card.

    If a venue has chosen to categorise their business under the fast food/quick service merchant category code, unfortunately our Restaurant gift card will not be able to be processed within their system.

    However, despite this, our priority is always to ensure that any concerns raised by our customers are addressed in a satisfactory manner. On that basis, we would be happy to cancel your card and provide you with a full refund of the purchase price for your product. Please let us know if this is your preference and we can facilitate a refund to your chose bank account."

    Needless to say, I'm taking the option to get a refund for my remaining cards and will update how the process goes.

    • tomsco on 12/12/2020 - 18:12
      +1

      I’m guessing you got them via the sales. Be interested that if they’re refunding directly if you actually profit off this.

    • CyberMurning on 12/12/2020 - 21:18
      -1

      yes please let us know the process and result

      • The-Kremlin on 15/12/2020 - 11:14

        Maybe you could take some action and do it yourself?

    • rysith on 14/12/2020 - 10:35
      +2

      So further to this, got a response on Facebook messenger and Richard is sorting out a refund now for the remaining balance left on my cards :)

      • lilkid28 on 14/12/2020 - 10:36

        Even for cards that hve been used partially?

        • rysith on 14/12/2020 - 10:56

          Yes both cards had partial balances owing

      • rysith on 14/12/2020 - 22:29

        And money is now in my account - props to TCN support for patiently checking with me for remaining balances on my cards, advising I had incorrect BSB details and prompt payment of refund via OSKO.

        Very impressed with their turnaround once the issues were acknowledged.

    • YesPleaseThankYou on 14/12/2020 - 10:41
      +1

      Thanks for posting that. I was wondering how they were responding to people privately.

      It is just not plausible, that all of a sudden, a whole bunch of merchants are reclassifying their merchant category.

      (I also find it difficult to accept that those providing merchant facilities have gone through and reclassified their merchants on a wholesale basis.)

      Accordingly, I do not accept the explanation provided by The Card Network.

      Good on you for taking your money back. In my view, that is the safest option.

  • noone on 12/12/2020 - 21:43

    Interesting, keen to know how it pans out.

    I still haven't heard back from them after contacting through their contact page and phone.

    • TheMommy on 14/12/2020 - 16:37

      My refund was processed within a couple of hours. They requested a photo of the back of card, the receipt of how much you paid and your bank details for the refund.

      I went through their Facebook contact page.

      Refunded value is the discounted value (10% off from Woolies). Bank processing to take 3 to 5 days.

      • YesPleaseThankYou on 14/12/2020 - 16:38

        Bank processing should not take longer than overnight!

      • noone on 14/12/2020 - 16:41

        Good to hear!

        Now I need to find all those receipts

        • YesPleaseThankYou on 14/12/2020 - 16:43
          +1

          If you tapped your Everyday Rewards card when you made the purchase, you can find a PDF receipt in the related app.

      • CyberMurning on 14/12/2020 - 16:57
        -2

        which facebook page?

        • YesPleaseThankYou on 14/12/2020 - 16:58
          +4

          The Card Network. Which Facebook page did you think it would be?

  • Ongy528 on 12/12/2020 - 21:58

    Yeah, pretty annoyed that it no longer work at my local cafe and restaurant, when it did earlier. Lucky I did not end up buying more over the promotion this weekend. Now to try somewhere to use the remaining few hundred.

  • lgacb08 on 12/12/2020 - 22:11

    Tried 2 places today and one worked other not, the non working one is take away.

    • noone on 13/12/2020 - 01:07

      I went to an italian restaurant today and it got declined.

      • dreamykitten on 13/12/2020 - 02:42

        So that's definitely not a "fast food or quick service restaurant". There's no reason for it to be declined other than them being dodgy.

        • noone on 13/12/2020 - 03:09

          Exactly! I'm beginning to wonder, is it really this easy to mislead consumers?

  • jasperdmx on 13/12/2020 - 10:06

    I’m working in POS hospitality industry,
    I guess based on tcn comments :
    "Please be advised that The Restaurant Gift Card works on a payment platform for venues who have the designated their merchant category code as Eating Places, Restaurants and/or drinking places.”

    If the a restaurant has the eftpos terminal registered as cafe category (wrong category) for an italian restaurant, tcn will refuse the card.
    The eftpos terminal should registered under “Eating places, restaurant and or drinking places”

    But this only my guess

    • hoyanikon on 13/12/2020 - 10:22

      Is there any way to find out what category the restaurant is registered as? The search function in the tcn website has been removed

      • linkii on 13/12/2020 - 15:41
        +2

        Try this link:

        https://www.visa.com/supplierlocator-app/app/#/home/supplier…

        Enter your city. Ie Sydney, NSW. (It will show as location not available, only shows usa address) but once you search the restaurant name. The results will show up with the merchant code.

        • hoyanikon on 13/12/2020 - 18:14
          +1

          Interesting thanks for that. Tried a few restaurants and they all come up with restaurant/bars code including gong cha

          • dreamykitten on 13/12/2020 - 22:53

            @hoyanikon: So it doesn't work at Gong Cha now? I used it a couple weeks ago and it worked.

        • t25 on 13/12/2020 - 22:33
          +1

          Tried the link, and the places that previously worked and now won't work is still listed as "restaurant" on the VISA website.

          • dreamykitten on 13/12/2020 - 22:54

            @t25: Okay so what's their excuse now.

            • t25 on 14/12/2020 - 11:00
              +2

              @dreamykitten: I reckon it is definitely on TCN end. It doesn't make sense for the merchant to be changing their classification from week to week. And when it works at a restaurant one week and not the next. Looks like TCN is just shifting goal posts as/when they feel like it.

              • ja912son on 14/12/2020 - 18:19
                +1

                @t25: You're right on the money. Been working in Finance department of a big merchant for a while. One thing I can tell is merchants wouldn't not reach out to their bank to re-class their terminals, so long merchants are not switching to a different bank.

                As long as merchants receive what's gone through the terminals the following day in their bank account, they couldn't care less about this so called merchants classification. I dare to say that 100% due to TCN certain tweak from their back end, it triggered all these grievance we endured for last two weeks or so.

        • tomsco on 14/12/2020 - 13:16
          +1

          That's great. I'm heading interstate over new years so got a few of these cards for dining and had already planned a few places I wanted to visit - this search has already made we wary of the card working at one place, so at least I can be prepared.

      • M27 on 14/12/2020 - 09:06

        Another general way to check is that a licensed restaurant usually should register as "Easting Places/Restaurants" instead of "fast food".

    • dreamykitten on 13/12/2020 - 12:42

      Let say that’s why, but there’s comments above saying it didn’t work at a sit down Chinese restaurant too. So what, that’s a cafe? Makes no sense at all (directed towards TCN, not you).

      • linkii on 13/12/2020 - 15:42
        +3

        Try this link:

        https://www.visa.com/supplierlocator-app/app/#/home/supplier…

        Enter your city. Ie Sydney, NSW. (It will show as location not available, only shows usa address) but once you search the restaurant name. The results will show up with the merchant code.

        • shiba on 13/12/2020 - 20:07

          this is great

        • lawbee on 13/12/2020 - 20:40

          Thanks for the link.
          Interesting to see some nandos are 5814 and some are 5812.

  • hnl on 13/12/2020 - 13:26

    I cant use it at betty's burger today

    • aoliren on 13/12/2020 - 18:08

      happened to me as well
      both digital and physical declined

    • lawbee on 13/12/2020 - 20:27

      Hmmm, according to above visa link, Bettys burger is registered as RESTAURANTS/ BARS - 5814

      • shiba on 13/12/2020 - 20:50
        +1

        5812 Eating Places and Restaurants
        5813 Bars, Cocktail Lounges, Discotheques, Nightclubs and Taverns–Drinking Places (Alcoholic Beverages)
        5814 Fast Food Restaurants

        Think it needs to be 5812 for the card to work

        • tlai on 13/12/2020 - 22:37

          Shopback is under 5812!

          • t25 on 13/12/2020 - 22:47
            +1

            @tlai: The restaurant I tried to use it was listed as 5812, but was declined. It is important to note that it previously worked without issues.

            • hnl on 14/12/2020 - 07:46

              @t25: Do you mind to share the name of the venue? It could be under several categories..

              • t25 on 14/12/2020 - 14:37

                @hnl: Jaws Sushi Town Hall

  • M27 on 13/12/2020 - 15:49
    +2

    By looking at Merchant Category Codes (MCC) from page 8 of Citibank's MCC guide: https://www.citibank.com/tts/solutions/commercial-cards/asse…
    5812 is "Eating Places and Restaurants" and 5814 is "Fast Food Restaurants", I guess all the rejected transactions are from the latter. The cards most of people have purchased state "Enjoy at over 10,000 restaurants and cafes around Australia". I am not surprised if cafes registered their business as "fast food restaurants". Apparently, this contradicts to TCN's comment that "The Restaurant Gift Card works on a payment platform for venues who have the designated their merchant category code as Eating Places, Restaurants and/or drinking places".

    Interestingly, I noticed the cover of Restaurant card has been changed from TCN's website, it no longer mentions "cafes" (check this: https://imgur.com/a/xGNpxEV). This has possibly explained the removal of "Fast Food Restaurant" MCC support. Assuming the new version only restricts for restaurant use, TCN should still allow old cards to be used in cafes(fast food restaurants) based on the card number.

    • hnl on 13/12/2020 - 17:16
      +2

      Thanks for this, I think we should raise this to ACCC maybe… as they have been misleading so many customers…

  • POWER1 on 13/12/2020 - 16:00
    +1

    Called my friend, who is a manager at one of the Woolworth Supermarket, he advised me not to buy TCN gift cards. He said many people are having issues with them, and it is not worth the risk to save few dollars. He said the headache is more than the saving. He told me when you buying these, you are basically gambling your money.

    He also said the system doesn't allow for returning these cards.

  • samehada on 14/12/2020 - 11:41

    You can email them and request for refund of the TCN Restaurant card.

    • t25 on 14/12/2020 - 11:59

      Great! I will do just that!

    • lawbee on 14/12/2020 - 12:02

      Do you get the full refund or discounted?

      • samehada on 14/12/2020 - 12:28

        discounted value.

    • noone on 14/12/2020 - 12:13

      I've tried contacting them through their contact page but never got a reply back.

      What's their email address?

  • HDer on 14/12/2020 - 12:16

    I could use the restaurant card to order Deliveroo one week ago. But when I tried to do the same today, it failed. Very dodgy and very deceptive.

    • hoyanikon on 14/12/2020 - 12:21

      How did you do that? With the digital card?

      • HDer on 14/12/2020 - 12:21

        Yeah. Add them to Apple Wallet.

        • hoyanikon on 14/12/2020 - 12:27

          How did you get the app to work? I have never been able to receive sms from the app…

          • noone on 14/12/2020 - 13:17

            @hoyanikon: I think they disabled that option now so you can't transfer a physical card to a digital one anymore

            • dreamykitten on 14/12/2020 - 13:47

              @noone: That's another issue on top of not being able to use them at places that used to work. I thought I could add them to the app / Apple Wallet.

            • Hintswen on 15/03/2021 - 19:58

              @noone: Looks like you still can transfer a card to digital, just depends which card. eg. The Restaurant Card click the "Go Digital" link

              • hoyanikon on 15/03/2021 - 20:45

                @Hintswen: It worked thanks! Wasn't working before

              • noone on 15/03/2021 - 21:01

                @Hintswen: Thanks! I remember they removed it awhile ago but looks like it's back

          • damienpang on 14/12/2020 - 18:03

            @hoyanikon: Same for me. Never been able to get the SMS to be able to logon to the app.

            • Hintswen on 16/03/2021 - 21:33

              @damienpang: Neither have I but maybe thats because I never had a digital card linked to my number

    • Dediesel on 15/12/2020 - 08:06

      would you classify Deliveroo as a restaurant?

      • t25 on 15/12/2020 - 11:10

        Yes I would but I also understand it can also be classed as many other things. They are a payment platform for restaurants (yes, I know BP and fast food are on there), but if it sells paste, noodles and sushi to the customers.

        When you promote a card that can be used at over 10000 restaurants giving us the illusion of choice.

      • HDer on 16/12/2020 - 11:29

        Well, no matter what you think, many restaurants including Deliveroo used to accept these cards. That was the reason I bought them in the first place. The problem is they are limiting the uses of my cards without any notification.

  • YesPleaseThankYou on 14/12/2020 - 12:30
    +2

    People with concerns about operation of The Card Network should also lodge a complaint with the ACCC.

    https://www.accc.gov.au/contact-us/contact-the-accc/report-a…

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