Card Blocked Abroad: Calling the Bank

Good morning, you're through to Harbor Bank. How can I help?

Hi. Ugh, my card was just declined at a restaurant in Lisbon!

Oh dear. Okay, let's sort that out.

What are the last four digits of the card?

It's 3826.

Thanks. First, I need to run a quick security check.

Could you confirm your date of birth?

Sure. April 9, 1991.

And the ZIP code on the account?

Um, 60614... no, wait, we moved last year. It's 60657.

That's it, 60657. Thanks for confirming.

So, your card was blocked automatically last night.

Blocked? Why? I haven't done anything unusual!

Our system flagged a payment of €1,250 on October 17.

€1,250? No way! I'd never spend that much!

Hold on... are you sure it wasn't €12.50? That was my taxi.

Hmm, let me look again. Ah, there are actually two payments.

€12.50 to a taxi company, and €1,250 to an online shop.

Oh no. I didn't buy anything online. Someone's stolen my card details.

Don't worry. The payment was stopped before it went through.

I'm going to send a 6-digit code to your phone.

Okay... got it. It's 904 117.

Was that 904 711?

No, 117 at the end. One, one, seven.

Perfect, you're verified. I'll cancel the old card now.

But I'm here for 10 more days. How will I pay?

We can arrange emergency cash, up to $500.

You can pick it up at a partner bank tomorrow morning.

Great. And when will the new card arrive?

I'm afraid it usually takes 5 to 7 working days.

Oh. So probably after I've flown home...

Well, we could send it to your hotel in Lisbon instead.

Really? That would be amazing!

Of course. Your reference number is HB-7742-Q.

HB-7742... sorry, was the last letter Q or U?

Q, as in Quebec. I'll text it to you as well!

Thank you so much. You've saved my trip!