Originally Posted by w00t

It isn't just the shop.

They cancelled my order claiming it wasn't paid, despite the bank stating clearly and unequivocally that it *was*, and proceeding to keep the payment held for the next week..

I'd be quite happy to have a bank watching over my account to be honest. I'm much less happy to have to run around in circles to try to pay for a £500 device, when every other retailer seems to have no issues in taking my money.

Moving on from that, most banks don't outright reject transactions. They mark it as pending authentication and tell customers to contact them - Nokia however seem to interpret this as a decline, and cancel t he order as a result.

Originally Posted by garyjoe_2001

3 times in the last 10 days I have called my bank and they have said it will be ok. Today I get a new Cancekked message. How mad am I. I am trying to give them over £500 abd they keep doing this without even a call. They r saying maby next week. So they must want me to call my bank every day to say I may be charged from Nokia today I dont know If I will though. How hard would it be just to send an email or give a call when canceled and keep the order on hold. What good value they hae for their customers.

If you were to get a diffrent phone what would it be?

Originally Posted by deadmalc

quite a few places don't bother with this and treat it as a decline due to the added overhead.

Originally Posted by ewan

Most places don't bother with that because it is hassle. However, what they do instead is simply put the order on hold, let you sort your card company out, then retry the charge in the same essentially automated way as before. That works very smoothly, is pretty hassle-free, and fits in well with the bank's systems.

Nokia simply cancel your order outright - that is entirely their fault, and it's crap.

Originally Posted by deadmalc

Yup not being able to re-auth an order I think is the main thing that makes this whole process a mess.

Originally Posted by ae0n

Can I ask what bank/card company you used? With my second (cancelled this morning ) order, I again, used Abbey. And prior to it, I made it an absolute mission of mine to ring up Abbey pretty much everyday since my re-order last week, in order to avoid the darn security check decline. Which still happened.

Here's to hoping I'm third-time lucky with my third order (second re-order) today with a Barclaycard Visa.

Originally Posted by w00t

I wonder what we can do about this, really.

I mean, I'd like them to *fix* their retail process even if it doesn't directly benefit me, but Nokia Care (seemingly their only route for feedback) is complete and utter **** - they're seemingly only able to robotically parrot lines from a script and not actually listen to anything you say.

It'd be nice if we could come up with some sort of a plan to bring this to their attention. Anyone got any better contacts than Nokia Care? Perhaps via some light media attention?