UPDATE 2021: This is an archived topic as the content relates to the previous version of the app. This is for the record. Please see final post for current app process
I’ve been asked by several members here (and on other forums) how the Dozens ‘freeze card’ function works in more detail. For example (by @Neil) :
Just discovered that if you freeze your card in Dozens, it freezes your whole account (including payments into it and out by non-card means.
Many mobile banking and financial apps now offer this functionality, but how it gets implemented, and what the impact is, will vary according to the particular institution, so it is important to understand your provider’s approach.
In Dozens’ case, the following applies:
At present the Freeze Card process on Dozens freezes not just the card transactions, but also the customer’s account.
Our card processor is currently the authority for all transactions – top ups, bank transfers and card transactions. Therefore, every transaction (wherever it comes from) is logged against the card, so the card processor system is always kept up to date and your balance is correct.
If the card is frozen, we can’t log top ups or bank transfers against the card and therefore, ‘freeze card’ actually freezes the account.
It’s a bit like turning the water off at the mains rather than having individual stop-valves. The card ‘freeze’ allows us to protect a customer’s account should there be any urgent issue. Some other financial institutions may use this function differently, however, our goal is to have a way to stop any water damage when this is required.
We’ve been working on this, but as you’ll imagine, updating this process requires a great many elements of our structure to be changed. This was one of several drivers for our move to new partners, including ClearBank and Visa. We do plan to allow customers to freeze cards independently from the account in future, but this is not available today.
If you do freeze your card and there is a bank transfer coming in, we can sort this for you if you contact us, but in general terms, it should not be necessary to freeze your card unless there is any chance you have lost the card or there are any questions about the account.
I have added a few FAQs to the app to make this clearer and we will be adding an alert in the app to also give an extra warning to customers.
I trust that is clearer but do let me know if there are any further questions