Where's my debit card?

[phatram]

Hi

I noticed the other day my debit card is out of date, so today as I had to pay a cheque in to the Coop I asked for a new one to be sent to me. All I was given was a phone number to ring after being told I wasn't registered to have a new card !

Sounds like retalitory action to me, any advice before I ring them please.

Mrs P

[Fully_charged]

Doubt it!! A petty way of retaliation if it.....they didnt close my account after charges were claimed...

[Paintball]

Nor mine. I had a bit of bother after my "commission adjustment" in getting my card re-issued. I did get it in the end, very late and with an amount of money credited to my account by way of compensation ...

[phatram]

How did you go about getting a new one?

[Paintball]

I rang Customer Services and asked for new card.

[phatram]

You didn't have to threaten them with the FOS or anything?

[Paintball]

Sorry for the delay in replying Phatram. For some reason, I didn't get an email as a subscriber to this thread telling me of your post.

 

Interesting fact #1: 6 years' worth of unlawful charges refunded on 30 January 2007

Interesting fact #2: Visa Debit Card expires 31 January 2007

.... is this card automatically renewed as has previously been the case? NO!!!

 

I was initially frustrated by the lack of replacement card arriving even though different Customer Service advisers told me it had been ordered. I politely but firmly told one girl that if this was a retaliatory gesture on the Bank's part after reclaiming bank charges, then I would report this. She said this was not the case, it must be just an oversight!

 

After more than a week I got really cross with them telling them that they had access to my money and I did not, it was an absolute disgrace and that I demanded my new card NOW!!!. They credited my acount with a compensatory amount of money and apologised and the card did eventually arrive.

 

The whole thing did seem odd though as I never usually have this problem; the new card has always arrived a few weeks before the old one is due to expire.

 

I expect the same fun and games next time so Coop, if you are reading this, I'm going to be a pain in the a***

[Paintball]

Doubt it!! A petty way of retaliation if it.....they didnt close my account after charges were claimed...

 

Yes it would appear to be petty; closing an account is a major step and comes with equally major recriminations, but this method works better as it is has the effect of irritating the customer and the bank can just claim that it was an "administrative or system error" or an "oversight".

 

Simple but effective ...

[QD1]

My card is with "managed accounts" in Skemersdale and has been since long before I reclaimed my charges.

 

Basically, ever since I had a default on my credit registered by ANOTHER bank, the lady at the co-op told me that my account literally has a red flag up against it on the system and since then, they do not send out automatic renewals.

 

I reclaimed my charges this year, and when I rang up to renew it again, the normal customer services lady didnt understand. I had to tell HER that my account is with managed accounts and they dont automatically send out new cards.

 

The lady at managed accounts threatened not to renew my card this time because I had incurred a few charges (of course, nothing to do with the fact that only a few months previously I had reclaimed £1300 from them )

[phatram]

I recieved a phone last night from a numpty at the CO-OP saying they were going to stop all DD's and SO's and could I surrender my debit card.(Thats the one I don't have)!!! Then could my husband surrender his?

We now only have one DD on our account and that is for a CO-OP loan so I told him it's fine to cancel it if he wants to at which point he started to sound a little bit unsure of what to do or say next.

He said our cards are suspended, does this mean the account is unusable, do we report them to the FOS and the FSA?

We have our working families tax credit going into this account.

What do we do next ??

[Paintball]

I recieved a phone last night from a numpty at the CO-OP saying they were going to stop all DD's and SO's and could I surrender my debit card.(Thats the one I don't have)!!! Then could my husband surrender his?

We now only have one DD on our account and that is for a CO-OP loan so I told him it's fine to cancel it if he wants to at which point he started to sound a little bit unsure of what to do or say next.

He said our cards are suspended, does this mean the account is unusable, do we report them to the FOS and the FSA?

We have our working families tax credit going into this account.

What do we do next ??

 

Hi Phatram

 

Sorry to hear about this latest trouble. I'm replying to you by PM now ...

[LyncusBee]

Almost exactly what happened to me after claiming charges back from both Co-Op and Halifax both refused to renew my cards, not directly but through never actually doing it or asking for payments promising to review my `situation` to date both accounts are at £0 and neither will give me facilities even after crediting the Halifax with over a thousand pounds; if that is not retaliatory punitive action I don't know what is.

 

Most frustrating is that they can simply get away with it as they're under no obligation to give you facilities, now I have an account with my local Derbyshire building society at least my money is with a local small business and not feeding international corporates.

 

Unfortunately in my experience there was nothing I could do when they took the uncooperative line with me. I just had to open another account.

[phatram]

After sending another complaint letter, we received phone call "explaining" why my wife had not received a replacement card - because we were obviously experiencing "financial difficulties", not the retaliatory action as I suggested in the complaint!

Today received replacement cards and an aplogy for all the trouble caused, hoping that our complaint is now sorted!

Forgot to mention tho' cards only valid for 6 months !

[Paintball]

After sending another complaint letter, we received phone call "explaining" why my wife had not received a replacement card - because we were obviously experiencing "financial difficulties", not the retaliatory action as I suggested in the complaint!

Today received replacement cards and an aplogy for all the trouble caused, hoping that our complaint is now sorted!

 

Don't forget the £15 compensation amount guaranteed by the Co-op bank if you are not satisfied with the service offered. Ring up and ask for it to be credited to your wife's account. It's in the Terms and Conditions leaflet and they are required to pay it.

[phatram]

A week ago our cards ran out and guess what?, no replacements !

I rang up and reported this and was told they will be issued right away and will be with you in 5-7 days, well its now day 8 and no cards.

T***ERS

[phatram]

Sending this.

Dear Mr Pedelty

I refer to my letter of the 9 January 2008, when I was so enraged as to write to you re. my husband’s and mine debit cards. In January, having just visited my local branch recently to pay in cheques to our account, I was informed by a member of your Staff that there was a problem with the re-issuing of our debit cards. The gentleman, very sheepishly, advised me to ring a number at your Head Office as there was a notice on screen that my card was not to be re-issued.

We are now finding ourselves in the same position yet again. My husband rang Head Office well over a week ago to request new cards, and was told they would be here within 5-7 days. As my husband’s wages are paid to this account this has caused great problems.

As per your terms and conditions, I expect both myself and my husband to be compensated for the two complaints we have had to contact you about. This should not happen.

We look forward to hearing back from you and receiving our new cards, hopefully valid this time for more than 6 months.

Yours sincerely,

[phatram]

Rang again today to ask where our debit cards were, as we had been told they had been issued 9 days ago. After checking with a Manager, we were told that because of the "conduct of our account" we were not going to be issued replacement debit/cheque guarantee cards, we would be issued Electron cards instead.

 

I asked if such cards could be used abroad and was told "yes" - I don't think this is true. I was then passed on to a member of the Oxygen 5 Team who explained the decision. We have had no returned items on the account since May, so I questioned her about the decision, and why I was lied to 9 days ago. I informed her that I would be reporting this to the FO and I will be expecting compensation for their errors.

 

I forgot to add the fact I asked for this information to be put in writing and was told this was only possible on payment of £10 for the letter !

Edited August 6, 2008 by phatram
Addition.

[PGH7447]

They are I believe usable in ATM's in Europe

[phatram]

Thanks:)

[Mrs_Ryan]

And I know some places in Europe (Ireland definitely, and I think Italy as well but Im not sure about anywhere else?) you can use them as debit cards.

[phatram]

Don't forget the £15 compensation amount guaranteed by the Co-op bank if you are not satisfied with the service offered. Ring up and ask for it to be credited to your wife's account. It's in the Terms and Conditions leaflet and they are required to pay it.

This has just arrived and as you can see they say they don't have to pay any compo.

This letter was in reply to complaint number 2 about our cards not being re-issued.

 

 

The co-operative bank

 

Customer Feedback P.O. Box 250 Skelmersdale WN8 6GF

 

Date 18 September 2008

Dear Mr & Mrs P

Thank you for your letter of 6 July 2008 addressed to Mr XXXXXX . This has been passed to me to investigate and respond to, as Mr XXXXXX is no longer with us. I am sorry you have had cause to write to us and for the delay in my response.

I am sorry for the inconvenience caused regarding your debit cards. May I please refer you to paragraph 9.6 in the terms and conditions of your account. Unfortunately, as your account has not been operated within your limits on occasions, we have restricted the issue of your card. We will monitor your account and this may not be a permanent arrangement.

I can fully appreciate your upset with this matter. However, I do not feel your request for compensation is appropriate. There has been no bank error and we have acted in line with the terms as stated above.

I trust my letter clarifies the matter for you, but please contact me should you have any further questions or concerns. Should an agreeable solution not be reached after this, you will then be able to refer the matter to the Financial Ombudsman Service. However, if you do not reply within eight weeks from the date of this letter, i will assume I have answered your concerns to your satisfaction.

Yours sincerely

 

xxxx xxxxxxxx

Customer Feedback

Any proof they should pay compo would be appreciated.

Also, a few weeks after they issued us with Electron cards, Guess what arrived ? Yes, debit cards ! They of course have not made any errors have they?

IDIOTS.

[phatram]

Bump

[Paintball]

Hi Phatram

 

Sorry not to have seen this sooner. I will check some facts out and get back to you ... OK?

[phatram]

Ok PB thanks