ubank Has No Way of Notifying of Going Overseas

mulimulix on 13/01/2023 - 11:44

Up until recently I've been very happy with uBank and their app. I'm going overseas soon and their website gives instructions on how to notify them. The instructions simply do not work. There is no option in the android app that relate to what they say and I cannot find anywhere in the app that gives you the option to notify them. I sent them an email a week ago to which they haven't replied and have tried calling 3 times and been left on hold so long I hung up.

Am I blatantly missing something here? I think they just haven't updated the instructions since updating their app and removed the feature somehow. Does anyone that uses the iPhone app have the ability to do it?

https://www.ubank.com.au/help/original/og-everyday-banking/s…

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Comments

  • Johnsmithaus on 13/01/2023 - 11:52

    Call them

    • mulimulix on 13/01/2023 - 12:00
      +2

      If you read my post you'd see I've already tried that.

      • Johnsmithaus on 13/01/2023 - 12:42
        +2

        Sorry we're not Ubank, we are unable to provide guidance on behalf of this company.

      • Caped Baldy on 13/01/2023 - 12:55

        It says you gave up. Call for longer or pretend to be a new customer - you'll be bound to get through to someone quicker.

        Or use a different bank card.

  • prisonmike on 13/01/2023 - 11:53
    +1

    I found the same and ended up not using the ubank card on my recent trip, Their wait time was like 2hrs. In the past I used to simply call and put in the request. This is one thing it’s sucks about them now.

    • prisonmike on 13/01/2023 - 11:54

      wait time used to be 1-2 mins before they got acquired by a schmuck bank

      • silenthillrocks on 13/01/2023 - 12:17
        +1

        Should rename themselves fUbank

      • Kenb0 on 13/01/2023 - 14:01

        What schmuck bank acquired UBank?

        • silenthillrocks on 13/01/2023 - 14:20

          Nobody acquired Ubank. Ubank acquired :86400

          • Kenb0 on 13/01/2023 - 14:22

            @silenthillrocks: That’s why I was confused. As far as I know UBank has always been owned by NAB and I don’t think that has changed recently

  • pharkurnell on 13/01/2023 - 12:39
    +3

    have tried calling 3 times and been left on hold so long I hung up

    Dont hang up…
    HTH
    YMMV

  • CyberMurning on 13/01/2023 - 12:42
    +1

    every bank should have this secure message section where we can send messages/query. i forgot about ubank, but if there is just send message tell them you will be overseas from x to y at z country.
    they get better with the app notification (instead of sms) so im kind of happy.

  • 4Eva on 13/01/2023 - 12:46
    +2

    Be glad it isn't Commbank, anything past 2 hours on hold, the music just drops out and then a few minutes later the line is beeping and you've been disconnected.

  • Ghost47 on 13/01/2023 - 13:16

    Contacting them via Twitter or Facebook messenger usually results in a pretty quick reply.

  • hasher22 on 13/01/2023 - 15:15
    +1

    I am with Ubank and I went overseas in Nov, the app, I have android, didn't have the notification to tell them X dates when going overseas even though the link you provided state otherwise. I checked all over the app, in accounts, cards, settings etc… NOTHING…. Even when logging into the desktop browser, there's no option to tell them of overseas dates.

    I had to call them and it was so annoying to call them just to inform dates.

    I had a back up card from ING, and their app can input dates within 30 seconds…

    I had to call them, I called them asap when they opened but still had to wait like 20 minutes, stupid U bank

    • mulimulix on 13/01/2023 - 15:30
      +1

      Yep I finally got through to them about an hour ago after being on hold over an hour. The woman didn't seem to think my complaint was a big deal even though their website is blatantly wrong and I gave her my destinations and dates in two seconds like you say.

      • hasher22 on 13/01/2023 - 17:16
        +2

        I am glad you got through!

        The ironic thing is that the Ubank app supposed to be majority self-managed and minimise the need for calling. Yet simple things like informing travel dates is not implement yet their website state the app can do so!

        I already raised feedback of the link as well. Since I am going overseas this year again too and im dreading to call them when the time comes.

        • mulimulix on 13/01/2023 - 18:53
          +2

          Spot on. If a bank is going to be solely online they need to have good app functionality. And it's such a shame because I really like the app before I went through this. Such an easy thing to fix.

  • bluesky on 13/01/2023 - 20:03

    I think they just haven't updated the instructions since updating their app and removed the feature somehow

    This functionality is still existing in the old Ubank app. The link you provided has the word 'original' in it - signifying that it pertains to the original Ubank product. You cannot find it in the new app because 86400 (new Ubank) never had it before.

    It is another example of a feature downgrade/removal from the original Ubank app (for which there are quite a few) as they switch us over to the new product. The downgrades are the reason why some of us original Ubank customers dread the day they switch us over, which I think will happen soon.

  • n14pulsarq on 13/05/2023 - 18:41

    Going on holiday overseas late next week. Being the weekend emailed them hopefully that works otherwise Ill have to call em Monday.

  • onceupon8 on 14/05/2023 - 16:28

    These days notifying your bank that you're going overseas is less important than it used to be (at least for the bank I worked at). These days fraud teams have a lot more information so they can see if it's really you or not. For example:

    • Previously banks were worried when they saw overseas transactions as transactions were processed by magnetic stripe cards and these cards could be cloned. But now with chips, the bank can be sure that it is your card being used overseas. So if the bank sees an ATM transaction overseas where a PIN was used, they know for sure that it's your card & pin being used so very low risk.

    • With Apple Pay / Google Pay etc, the bank can be sure it's your device being used as devices have their own profiles. They only worry when a card is first added to Apple Pay / Google Pay.

    • Some banks monitor your location when using their apps to know where you are.

    • More and more websites use 3D Secure type systems where when you make a transaction, data is passed to the bank (eg device fingerprint, location etc) and then the bank gives the transaction the OK without any extra input from you. Where the bank thinks the transaction is risky, it pops up asking you for a SMS code. (the old style system of this was where some merchants requested a code from all users)

    • Banks used advanced rules such as seeing transactions at airports etc before seeing transactions in different countries.

    You are likely only going to have a problem now using your card overseas if you use it in a country where the magnetic stripe is being used. Some countries still have older ATMs that use the magnetic stripe instead of the chip and if this is your first overseas transaction, this could raise a red flag. But this is unlikely as such older ATMs are unlikely to be at the airport etc.

  • n14pulsarq on 18/05/2023 - 03:35

    So i got a reply:

    You will need to notify us of your overseas travel so we can place you on the travel register.

    Please give us a call on the number listed below with your departure/arrival dates and destinations and stopovers for your trip, along with the best contact information.
    Call us on 13 30 80 between 8.00am and 8.00pm Monday to Friday or 8.00am and 6.00pm Saturday and Sunday AEST. If calling from overseas call +612 9070 0202.

    Alternatively, please send us an email from your email address on your account with your depart/arrival home dates, destinations and stop overs and your best contact details and we will add you to the Overseas Travel Registry.

    So I can either email them with the same message again or call

    • mulimulix on 18/05/2023 - 10:23

      They told me I could email as well but it took them something like over two weeks to reply and in the meantime my trip was coming up so ended up having to call and being on hold for about an hour. The actual notifying them part on the phone only took about two minutes which made it even more frustrating because it could be done in two seconds on the app if they kept the functionality.

  • ccrap on 05/10/2023 - 19:24
    +1

    Just an update for anyone reading this after October 2023. I just did this via the Ubank app on IOS. Took less than 30 seconds. Open app > settings > Travelling overseas? > Enter location and dates. Done!

    Note it says add details at least 24 hours before travel so if doing last minute keep in mind card might not work on the very first day

    • apokalypsez on 29/11/2023 - 11:55

      thanks for the update….

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