Hellopeter
Share Your Experience
NJ
Nick J

1 reviews | Active since Sept 2023

27 Apr 2026, 11:02

***

I had a really frustrating experience with my Sportscene/TFG account this weekend.

On Saturday, I went into store to make a purchase on my account. I didn’t have my card with me, but I did have my ID. I was told the card is required, so I replaced it in-store. The new card worked immediately — I made a purchase, signed, and everything went through with no issues.

Later, I tried registering the card on the Bash app, but kept getting errors with both my ID number and card number. I assumed the system just needed time to sync.

Then on Monday, when I tried to make another purchase, I was told my account had been flagged for *****. After calling support, I was told this wasn’t due to any suspicious transaction — it was triggered simply because the card had been replaced.

That makes no sense. The actual account holder (me) was physically in-store, presented ID, and went through the official card replacement process. Yet the system still flags the account as *****ulent?

It raises a bigger concern: if legitimate, in-person, ID-verified actions can trigger ***** flags, then what exactly is the system validating? And how would it handle an actual *****ulent attempt — is it just flagging everything blindly without context?

The lack of coordination between in-store verification and backend ***** systems creates a poor customer experience. This should be far more streamlined and intelligent, especially in 2026.

0
Replies (1)
NJ
Nick J's update27 Apr 2026, 11:14
Reviewer Update
Following up on my previous review — the situation has now gotten even worse.After being told my account was flagged for ***** simply because I replaced my card in-store (while physically present with my ID), I went all the way home to fetch my ID and tried to resolve it properly.We then contacted the relevant department again and I was taken through a “security verification” process. I was asked basic questions like my phone number and home address — which I answered correctly. Then I was asked financial questions that are clearly unreliable as verification methods (e.g. whether I have a home loan with a specific bank, or a credit card — I have an overdraft, not a credit card).Because of this, I was told I “failed” the security check.Now, despite already being physically verified in-store, I’m being asked to submit:
  • My ID
  • Bank statements
  • A bank confirmation letter
This is completely unreasonable.You’re putting legitimate, paying customers through excessive and outdated verification processes, even after they’ve already proven their identity in person. Meanwhile, the system seems incapable of distinguishing between a real customer and an actual ***** attempt.There is a serious disconnect between your in-store processes and your backend ***** systems. Instead of protecting customers, it’s creating unnecessary friction and wasting people’s time.This experience has been incredibly frustrating and reflects very poorly on how your systems are designed and managed.