Q My wife and I are having problems with Shell Recharge blocking the HSBC cards we used to charge our electric car. In July, we made a second charge, but a month later HSBC sent us a text querying the transaction. We said it was authorised. Shell then sent an invoice which we paid with the card it has now blocked. However, since then we’ve been unable to use the cards at Shell Recharge charging points. Shell is ignoring our phone calls and emails, so can you help?
Chris Blake
A We think so. Shell told us Chris’s account hasn’t been blocked, and it’s looking into unlocking his HSBC cards. After digging into this case it seems to be a case of fraud protection gone wrong.
Chris had only used the Shell Recharge account twice and both payments have gone through. However, we think because HSBC queried one transaction this may have triggered Shell Recharge’s fraud-prevention systems, which led to Chris being sent an invoice.