Debit card delivery suspect damage

savetilibleed

I had a debit card delivered for my new second LTSB Vantage account a few days ago.
Surprise 1 - the pin code came in the same post!!
Surprise 2 - the plain envelope that contained the new card had a hole in it that looked as if maybe it had snagged in the mail handling system and scored the hole in it. When I opened it this was confirmed as one of the two pieces of thin card that disguise the debit card had a skid mark in the same place as the hole. Card was OK.

So apart from the pin code arriving in the same post, a few days later I took the card to an ATM and unlocked the PIN.

When I got home I still hadn't disposed of the envelope. So I tore along the long edge of it then about an inch down the closed end, and it just fell open. So obviously that end had opened. So obviously I wondered at that point did it sustain more damage and the contents maybe came out - or was taken out, card details recorded then returned. :eek:

So I phoned the bank who first said they would send out a new card and PIN and that I should watch for any activity in the account I didn't recognise. But then afterwards I got to thinking why couldn't they simply freeze the card so any use of the details that might have been obtained could not be used without the card being present (such as internet use or phone use) and would fail. I had a job and a half convincing them to cancel it. They claimed that if someone ordered goods on the card they would come to me as people will only deliver to the address the card is registered at. Why would I want something someone else has spend my money buying? Surely this is wrong? What about someone who orders flowers for someone, or some sort of 'gift'. Anyway to appease me they did cancel the card but said they would send out a new one (with a different number) but not a new PIN.

the182guy

I agree they should of quickly cancelled the card so it can't be used much faster than they did. Well you have two options, either wait for the new card and change the PIN as soon as it arrives, or try and get them to send a new PIN too. You could also make a complaint about their security whereby your PIN and card arrived in the same batch of post.

What they told you about a fraudster only being able to send goods to your address is absolute rubbish - sounds like they were just trying to save themselves some work by not sending a new card out. A fraudster can use the card many other ways such as depositting to an E-Wallet, and from there they can buy anything or even withdraw the money.

savetilibleed

Thanks, yes I think as I should get the card tomorrow I'll simply change the PIN straight away, even though the card will have a different 16 digit number.

Maybe it is cause for complaint?

the182guy

You could complain about

• The card and PIN arriving in same post
• Package was damaged - could be an attempt to get the details, or simply human or machine error. If it was the former, any smart person would try and make it look like accidental damage.
• The CS rep dragging their heels about sending a new card AND giving you crap such as "its fine - someone could only use the card to buy goods that will be sent to your address"

savetilibleed

Got the new card with packaging intact this time. I changed the PIN the day after. Not a huge amount about the card has changed - only the last two digits of the 16 digit number plus the three number by the signature strip. Actually something else the CS woman I spoke to didn't happen as well - she said the expiry date would be different - it isn't being only month and year.

Still, not worth the hassle of complaining now. There is enough different about the card to make it impossible to use. Even if someone was to take a guess at the change in the last two of the 16 digits (which are not that different to before) the three digit security code is entirely different.

LemonGrove

Even without the need for an E-Wallet etc, what they told you was still rubbish. Pretty much every site I've ordered from asks for a billing address which must be the card address, then there is always a separate section called 'Delivery Address' which can naturally be anything you want. :rolleyes:

savetilibleed

Yeh I know it is you are right and teh CS operator was wrong - almost seemed to the point of arrogantly wrong. I knew it was perfectly possible to order stuff to deliver elsewhere and not even get a bill sent to the billing address (flowers being a case in point). That's why I wanted the card cancelled.

BTW what is an E-Wallet? LTSB have clicksafe which my cards are registered to but that only works for participating vendors. There is also NETBANX that I've enountered once. But E-Wallet sounds different.

DCFC79

LemonGrove wrote: »

Even without the need for an E-Wallet etc, what they told you was still rubbish. Pretty much every site I've ordered from asks for a billing address which must be the card address, then there is always a separate section called 'Delivery Address' which can naturally be anything you want. :rolleyes:

not all sites are like that though, yes amazon is like as you said but im sure theres sites ive used where the billing address must be the delivery address, doesnt paypal or ebay ask for the billing address be the same as the delivery address

LemonGrove

There will be a number of sites that don't let you, but the very vast majority of sites I've ordered from allow you to.

savetilibleed wrote: »

Yeh I know it is you are right and teh CS operator was wrong - almost seemed to the point of arrogantly wrong. I knew it was perfectly possible to order stuff to deliver elsewhere and not even get a bill sent to the billing address (flowers being a case in point). That's why I wanted the card cancelled.

BTW what is an E-Wallet? LTSB have clicksafe which my cards are registered to but that only works for participating vendors. There is also NETBANX that I've enountered once. But E-Wallet sounds different.

It's proper name is a Digital Wallet, have a look on Wikipedia.