Complaint - Heritage Bank Blocked Merchants after a Nationwide Sale

SydOzber on 06/11/2022 - 07:35
Last edited 06/11/2022 - 07:37

Hi all

Following this massive sale at Coles - https://www.ozbargain.com.au/node/730697?page=19#comment-129…, Heritage Bank has blocked merchants such as ATO, Private Health Insurance companies etc.

Considering the cheap act by Heritage Bank, request the members to please support by
(a) Signing the change petition - https://chng.it/tyxs9WstyD
(b) Email to Heritage and AFCA -

To: [email protected]; [email protected]
Subject: Unblock merchants to use Coles Prepaid Master Cards

Hi Heritage Bank/AFCA,

Request you to please consider this change petition and take necessary action at the earliest.

https://chng.it/tyxs9WstyD

(c) Lodge complaint with AFCA - @Dealseeker has advised that it's best to lodge compliant with AFCA using this link - https://www.afca.org.au/make-a-complaint

Financial

Related Stores

Heritage Bank
Heritage Bank

Comments

  • Vulgar on 06/11/2022 - 07:46

    That sucks, I just simply converted mine to Wish gift cards (with 5% discount).

    • HeWhoKnows on 07/11/2022 - 12:47
      -4

      Cheap act by OP

      This has nothing to do with most of us.

      Maybe its OP that did somehting wrong

      • SydOzber on 07/11/2022 - 14:57
        +3

        Thanks mate, appreciate your view.

  • capslock on 06/11/2022 - 08:18

    Do you know for sure that it was Heritage the blocked ATO and not ATO or ATO's bank blocking this specific card?

    • SydOzber on 06/11/2022 - 09:01
      +5

      In the main thread, someone has reported that they are unable to pay it to Bupa as well. So highly unlikely Bupa and ATO both start blocking these at the same time. Cant rule that out though.

      Personal view - I don't think ATO really cares where the money is coming from as long as they are receiving what they are supposed to receive.

      • MrHyde on 06/11/2022 - 09:26
        +1

        Could be the ATO. I used to use the Visa Only1 pre-paid cards from Woolies previously to pay ATO. That eventually stopped working and the info I got at that time was that it was the ATO that blocked the use of pre-paid cards. No way for me to validate that information though. I just used the cards I had for other purposes.

        • t25 on 06/11/2022 - 12:01
          +1

          If the ATO was blocking these, they would've done so earlier. ATO isn't an organisation to screw around with payments and they are very clear on what they will/will not accept.

          TCN was another provider who was shifting goal posts after sale of their gift cards. I remember being able to use them at one outlet one week but by the next week they had blocked it, of course after some emails, they reenabled it.

        • donga100 on 06/11/2022 - 12:10
          +6

          I've been told that ATO only accept payment with Google Play gift cards now. /s

      • USER DC on 06/11/2022 - 13:05
        -1

        Personal view - I don't think ATO really cares where the money is coming from as long as they are receiving what they are supposed to receive.

        Oh boy you saying that for ATO, one who literally wants your whole daily bank details, and wants to punish you for tax avoidance etc. They care probably the most where the money is coming from? Laundered from where ?

        • larndis on 07/11/2022 - 07:40

          ATO does not have access to your bank account

          • USER DC on 07/11/2022 - 08:33

            @larndis: Nice joke ATO thanks, you already got our TFN and hence all bank account info

  • Hardlyworkin on 06/11/2022 - 09:11
    +3

    It's nice that you were looking to give the ATO a gift for all their hard work!

  • randomusername2017 on 06/11/2022 - 11:28

    Have you read the T&C as advised prior to purchase.

    It also includes multiple internal dispute resolution options that AFCA will expect you have exhausted prior to commencing the external process.

    • YesPleaseThankYou on 06/11/2022 - 12:24
      -1

      The terms you have linked to are not the terms included with the card.

      • randomusername2017 on 06/11/2022 - 13:23
        -1

        This one?

        Same dispute resolution options.
        Issued by Heritage on the MC network.

        Try to game the system and run crying to the referee when outplayed…

        • lastdawn on 06/11/2022 - 15:17
          +3

          While I agree with the sentiment, the analogy is wrong.

          It's not about being outplayed in a game, its about the rules change while the game is still running.

          It's fine to apply these changes for any new cards sold by updating their T&C, not change the rules retrospectively.

          • randomusername2017 on 06/11/2022 - 16:30

            @lastdawn: They've always reserved the right to decline payments at their discretion.
            There was never a definitive list of merchants.
            T&C do include the option to change the rules retrospectively.

            Having experience with the AFCA process, I'd be surprised if this gains any traction.

            • SydOzber on 06/11/2022 - 16:39

              @randomusername2017: T&C do include the option to change the rules retrospectively. - I couldn't find this on the card agreement. Do you mind helping me locate this please ?

              https://www.fscarddisclosures.com/C1951_1701_VMC_Coles_Austr…

              • randomusername2017 on 06/11/2022 - 16:58

                @SydOzber: 5 & 15 should cover that…
                Without looking at any other limitations imposed by merchants or the MC network.

                What explicit inclusion have they retrospectively changed anyway?

                Did I miss the reference in the opening post to following the internal dispute resolution process before contacting AFCA?

                • lastdawn on 06/11/2022 - 17:24
                  +2

                  @randomusername2017: uh…what

                  No.5
                  You cannot use your Card to obtain or redeem cash (for examples at ATMs, Point of Sale (POS) Device, or by any other means. You cannot
                  request an additional Card for another person. The Card may be used to purchase goods or services everywhere Mastercard debit cards are accepted as long you do not exceed the available balance on the Card. The Card cannot be used at an automated fuel dispenser (‘pay at the pump’). Some merchants may choose not to accept Mastercard Prepaid cards. Merchants or other providers may impose limits on the use of your Card. We are not responsible if a merchant refuses to accept a Card. The Card itself may not be returned to any merchant for a refund, except where required by applicable law. You may not use your Card for online gambling or any illegal transaction. You may not make pre-authorised recurring or instalment payments from your Card Account For security reasons, we may limit the amount or number of transactions you can make on your Card. You do not have the right to stop payment of any transaction effected by use of your Card or Card details

                  The card has blocked the merchant, not the merchant blocking the card.

                  At-least have an argument that has some ground to stand on.

                  • randomusername2017 on 06/11/2022 - 18:14

                    @lastdawn:

                    purchase goods or services everywhere

                    Exactly what goods and services do the ATO sell?

                    For security reasons, we may limit the amount or number of transactions you can make on your Card

                    2.

                    We may refuse to process any transaction that we believe may
                    violate the terms of this Agreement or applicable law

                    Still waiting to see the compelling argument that will have AFCA advocating on behalf of the card hoarders?
                    What outcome is expected?
                    Where is the loss incurred?

        • YesPleaseThankYou on 06/11/2022 - 15:54

          Regardless of the dispute options being the same (or otherwise—I haven't checked), the correct version of the document contains much more information and may be relevant to the handling of the complaint.

          I am sorry you feel hurt by me pointing out your error.

  • Tee Rex Arms on 06/11/2022 - 11:46
    -3

    Glad they’ve been blocked

    • donga100 on 06/11/2022 - 12:10
      -1

      Why?

  • USER DC on 06/11/2022 - 12:30
    +2

    ATO no longer working ?? Government saw too people saving too much money ?? or what

    Yea may be thanks to the user who got like $10,000+ ATO bill paid using these Coles Mastercards

  • c64 on 06/11/2022 - 12:56
    +1

    sounds pretty low if it is true

    i wonder if it affects payment of council rates as well?

  • uwuwu on 06/11/2022 - 14:14
    +1

    Following, maybe we need to start putting a list together of which merchants are blocked

    • t25 on 06/11/2022 - 15:19
      +2
      • Water Corporation (Western Australia) - 21/10/2022
      • ATO - 2/11/2022
      • Bupa - 4/11/2022

      I've added merchants and dates that were not working.

  • frostydog on 06/11/2022 - 20:04

    Tried to use one a Aldi today and was rejected.

    Chose credit, entered pin and no go.

    • Yola on 06/11/2022 - 22:12
      +3

      That is not good unless the wrong pin entered etc. I can understand issues with ATO but using it just for buying groceries should be OK. Where are people supposed to use them? Does not make sense - surely nobody will buy them next time?

    • SydOzber on 06/11/2022 - 23:15
      +1

      Did you check the balance or try another card ?

      • frostydog on 07/11/2022 - 19:39
        +2

        Balance and pin fine. Used at Bunnings 20mins later no problem.

  • singingwolf on 07/11/2022 - 08:15
    +2

    So there is a file that is sent to payment gateways every few months which maps BIN numbers to card type and has info about if it is a gift card or not. One was issued a week or so ago and this card was in there. Before that it was an unknown card.

    • SydOzber on 07/11/2022 - 08:39

      Sent by Banks to payment gateways ?

      • singingwolf on 07/11/2022 - 11:50
        +1

        It's issued by BinDb.com

        Gift cards come up as prepaid

  • yolow on 07/11/2022 - 10:56

    I got the following:

    Thank you for your email. However, it appears it was not intended for us.

    The role of the Australian Financial Complaints Authority (AFCA)

    AFCA assists consumers and small businesses to make and resolve complaints about financial firms. Our members include banks, insurers, credit providers, financial advisers and planners, debt collection agencies, superannuation providers and other businesses that provide financial products and services. You can search for our members here.

    AFCA does not provide any financial or legal advice. Visit our website, www.afca.org.au for more information on our complaints process and the type of complaints we can help with.

    Making a complaint

    To make a complaint with AFCA about one of our members, please complete our online complaint form. If you haven’t already, we encourage you to contact your financial firm first to discuss the issue directly with them.

    Any questions?

    If you have any questions:

    · call: 1800 931 678

    · email: [email protected]

    • YesPleaseThankYou on 07/11/2022 - 11:05

      I got the following

      Maybe because there was no complaint. Did you just copy them in? You need to formally lodge a complaint per the instructions in the email.

    • SydOzber on 07/11/2022 - 12:01

      Pretty much same as above but they have asked for more information - We have received your correspondence, however we require more information on how we may assist you.

      As per the comment below, I think it's best to raise a complaint via AFCA website
      https://www.ozbargain.com.au/comment/12903554/redir

  • Neoika on 08/11/2022 - 08:00
    +1

    New finding: a used card (not in full balance) can be added and used on Shopback.

    It may be the same when pay to ATO. Try a used one with all previous purchases settled.

    It is a new security measure added by card issuer, considering that almost all hacked cards were never used by the correct owners.

    • DOGGYWOWWOW on 08/11/2022 - 13:17
      +2

      Just tried a used card on ATO and it declined :(

  • SydOzber on 15/11/2022 - 11:30
    +5

    UPDATE:

    I've received a response from AFCA yesterday saying that they've asked Heritage Bank to provide a response by 05 Dec 2022.
    Also received an email from Heritage Bank Customer Relations team with in an hour asking me for card details. They're now trying to make it look like a card specific issue.

    I've tried paying ATO last night and it went through ok(5 each via ATO and EasyPay), I tried again now(after the 12 hour gap) and all the 10 payments went through ok.

    Looks like Heritage Bank has now unblocked ATO. To cover up their mistake, Heritage may go back to AFCA and say that it was a technical issue.
    Thanks to everyone who signed the petition and sending emails out to Heritage and AFCA

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