Declined Transaction for incorrect reason - Credit Card Not Expired

[annagore]

Hi there,

One of our members (Sharon T.) has had repeated problems with her recurring payments. She's updated her credit card information for the third time, but once again her payment has been declined after just one payment.

I ran a report and found that the decline reason for her July contribution was "Expired Card". According to her transaction detail her card doesn't expire until 1/2017.

Do you have any insight into this?

Thank you,
Anna

[CnP.Support]

Good day!

We reviewed your account as set by your profile (Account # 22990) and I don't see any transactions by Sharon T. - I see one by Sharon E. on 12/4/2013 but none by Sharon T.

Please verify the information and let me know if we are looking at the wrong account.

[annagore]

Hi there,

You would find it under Account # 24375. (We have three Click and Pledge accounts)

[CnP.Support]

Good day!

We reviewed all transactions by Sharon T. and found the following:

February 25, 2014: Invalid account number (no such number)
March 19: Decline by the bank
May 19: Decline by the bank
July 13: Expired card

All messages are sent to us by the issuing bank and we only post back what they post to us.

Has the donor contacted her bank to inquire? I wish I knew what else we can suggest.