Incorrect info and endless run around. Incurr costs to resolve nothing.

I have not been able to perform a transaction on the internet in spite of getting the pop up in the app to approve the transaction. Later I get a message from the merchant saying you have not been charged the transaction has failed. Not declined. After much investigation I call Secure who inform me they can't help me because it sits with *****. Apparently the vendor has been flagged. I went through to ***** who were experiencing high call volume. My cell number wasn't recognised in spite of just having been verified and I couldn't leave a message, option 5. After 13min I hung up. Today I emailed ***** who sent a message saying Fishing emails only. So I called again, Mpo confirmed the "*****" status for the vendor and said Card Division would lift it on my account. She put me through and after 11min I hung up.

All told the waste of time is irritating but simply made worse because I am spending money calling without result. If you had a toll free number it wouldn't sting as much. Let alone that why "approve" that you aren't going to approve? Send me a message, contact me to tell me, decline it, but why approve it when its not approved. I did try on 4 consecutive days and with different transactions and amounts. Poor show. Lots of room for improvement for the bank that prides itself on being the best digital bank. Also don't try resolve a forex question on a Saturday. The staff give you numbers to call that aren't open. Why ask me to do secure chat on the app if you can't ask some questions? Same all over again, 40*-+ minutes of nothing