Why Won't My ATM Card Work? When Fraud Protection Goes Overboard

The new ATM fraud policies could even enrage the Hulk (Randar.com/Tumblr)

“We’re sorry. Your bank has not authorized this request.” These nine nasty little words popped up on the ATM screen, then brusquely spat out my card.

I was in Paris, just two days after I had sauntered into my local TD Bank branch to alert them I would be traveling. I had provided the full 411: where I was going (“France and Greece,” I cooed); when I was leaving (“Just finishing up packing — off tomorrow!”); and when I would return (“Back in two weeks!”)

As if the teller cared.

Removing my scorned card from the Paris ATM, I assumed user error and swiftly tried again. Again rejected.

I tried to call the bank collect. No dice there. Turns out you need a landline for that. And the 1-800 toll-free numbers don’t work overseas. Meanwhile attempting to find a bank’s international number on its website just might render you postal. Email? It’s scorned by the industry as not being secure — the bank will not respond.

I felt myself growing faint, longing for the days of traveler’s checks.

Related: Identity Theft While You Travel: How to Protect Yourself

You may need to find one of these old things to get out of a financial jam. (Photo: Getty Images)

With the onslaught of global fraud, companies are blocking ATM and credit cards at record rates, shifting the burden of proof onto the consumer.

The threat is real. According to a 2013 Nilson report annual global fraud losses (including debit and credit cards) rose to $11.2 billion in 2012, up from $7.6 billion in 2010.

“Cross-border fraud more than doubled in many countries after EMV was deployed,” explains Shirley Inscoe, a senior analyst with Aite Group, which covers fraud, data security, anti-money laundering, and compliance issues. “This has led those countries to use much tighter fraud controls, leading to many travelers experiencing false positive declines.”

Related: Scam Alert: 5 Places to Avoid Using a Debit Card While Traveling

Being overseas without cash may leave you in need of creative solutions to get you to your destination. (Photo: Corbis)

Tamatha Farrow, TD Bank’s SVP of Retail Department Payments, explains that today companies are more actively protecting customers.

“The bad news may be that you are seeing more about bank fraud,” says Farrow, “but the good news is that bank fraud strategies are also evolving. Banks are dedicating themselves to protecting the consumer. Customers should know the bank has your back.”

How exactly?

As things become more automated they are also becoming more personal. Key to a bank’s protection policies is user-profiling software. “What we look for varies,” explains Farrow. “We are able to assess how a customer is banking and look for ways a spending pattern may be atypical.”

Related: How to Protect Yourself From Travel Scams this Summer

Finding you can’t access your cash on vacation can put a real clamp on your travel plans. (Photo: Getty Images)

TD Bank as a financial institution is clearly in transition. Human error resulted in my account not being updated. As for overseas customer service frustration, things may be getting better.

“As mobile phone usage has increased our collect call numbers have not evolved along with it,” admits Farrow. “But by early fall,” she says, “we will have a number customers can use.”

When I returned from my travels I visited my local branch and explained what had happened. To my surprise they were not the least bit defensive and never once tried to weasel out of taking responsibility. They even offered to refund all my calls.

Despite the inconvenience bureaucratic forces were not the last line of defense. The bank made me feel heard, and they corrected any wrongdoing. It felt … friendlier.

Who knows? Maybe things really are changing.

Related: What If … You Lose Your Car Keys, Passport, Wallet, or Phone While Traveling?

Pack some cold, hard cash with you on your trip, it can be a life-saving back-up plan. (Photo: Getty Images)

5 Tips to Avoid Being Stranded Without Cash

1. Contact your branch a week ahead of traveling to alert them to your plans,” strongly suggests Farrow. “The extra time will allow you to ensure the correct adjustments have been made to the account.” Want extra peace of mind? Give a quick second call just before departure to confirm it’s in the system.

2. Make sure you have all critical contact numbers with you. When notifying the bank of your travel plans specifically ask for their international contact numbers. Collect calls often cannot be made from a cell phone, and it can be maddening to try and find this information online. Also note: emails are not considered “secure” and will go unanswered.

3. Have additional backup. A credit debit card (or two) is the best choice, as it will allow you to charge purchases as well as debit your account. Travelex even offers pre-paid travel cards that work like credit cards for purchases and ATM withdrawals. Fees vary so check cardhub.com for an updated list.

4. If you get stuck without cash and only have credit cards, be aware that many overseas vendors use the more secure EMV chip-based system. These replace the swipe strip with a chip that is inserted into the machine and requires a pin. Chase Sapphire Preferred offers one of the best, with no foreign transaction fees.

5. Bring cash! Though we have grown accustomed to easy access to money things are tightening. It just may pay to make a healthy withdrawal in advance.

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