We're sorry that you were charged on the wrong card. There's a few reasons why this can happen:
Amazon charges you when they dispatch your item(s), rather than when you place your order. That means that you will be charged on the card that is selected at the time of dispatch. We realise this is hard to predict, which is why we are building a feature to move charges to a different card (see below).
Although Curve cards are configured to process payments online, some retailers will process transactions offline. We've identified that some hotels, airlines, Japanese retailers and American restaurants have a tendency to do this. What they may do is send an authorisation at the time you present your card, then let it expire and then send a separate offline transaction a day or so later. This can show as 2 (or more) charges on your account. (You can read more about offline transactions here).
To help us identify why this happened, please contact us, answering the following questions:
- Are you on the latest version of the app?
- Were you signed into 2 devices at the same time?
- Did this happen after you recently restarted/ upgraded the app? Or logged back in?
- When the app was displaying the card you expected to be selected, did it have the Curve logo on it?
- When you went back into the app after making the payment, which card was displaying with the Curve logo?
Curve users can 'Go Back in Time' if they spot that a transaction has been charged to the wrong card in their Curve wallet.
With GBIT, you can move transactions from one card to another in the app after you've paid. GBiT is free to use, and you may move any purchase under £,1000 with your Curve card up to 14 days after it was made. More info can be found in the section Moving Transactions.