How long for a replacement bank card?

angle

Hi, I'm not sure if I'm posting in the correct place or not.

My husband had his bank called swallowed by a machine a week ago on Sunday. He immediately called his bank and asked them to cancel the card and issue another one.
This card has still not turned up.

He phoned his bank over the weekend to be told that it can take 10 days to send a replacement. I think this is totally unacceptable. This account is my husband's only bank account and without me he'd have no way over getting out cash or paying for things.

Is this normal? Surely something like this should be a priority and the bank should be doing everything they can to replace the card immediately?

Thanks.

jambosans

angle wrote: »

He phoned his bank over the weekend to be told that it can take 10 days to send a replacement. I think this is totally unacceptable.

The card has to be printed, and then sent out. Banks do not have a pile of pre-printed cards ready to be issued on customer demand. Also there are factors out with the banks control that can lead to a delay i.e. the Royal Mail.

The bank should be able to confirm if the card has dispatched, which would give an indication were the delay is. They will tell you 10 working days to ensure that the card doesn't turn up after a delay in postage.

angle wrote: »

This account is my husband's only bank account and without me he'd have no way over getting out cash or paying for things.

Most banks will allow you to lift cash over the counter with identification. Your husband could also transfer money to your account which should go over immediately (as long as his bank sends and yours receives Faster Payments). The only thing he can't do, is pay for goods online or over the telephone, for everything else there is good old cash.

angle wrote: »

Is this normal? Surely something like this should be a priority and the bank should be doing everything they can to replace the card immediately?

The timescales quoted are pretty routine. Normally speaking though the card will arrive well within the timescale. It will be priority but as I've said the card needs to be printed and then sent out via Royal Mail. So aside from 3rd parties causing delay, the bank will replace your card as quickly as possible. However it is not as quick as popping a card in an envelope.

I would also bare in mind the resent disruption with Royal Mail through strikes etc., this is still having a knock on effect with post.

angle

Many thanks for your reply. His bank stated that it could take 10 days to issue the card. They don't seem to including delivery time, which I know won't be the bank's fault.
When my husband phoned they could only confirm that a replacement had been requested. They wouldn't tell him anymore than that.

Obviously I am able to lend my husband money, but the bank don't know this. He could well be wifeless and friendless and unable to borrow money from anyone. On an aside, the bank's online banking website appears to be down.......

Someone I know received their replacement card within 2 days, so why can't all banks meet this target?

Paul_Herring

His bank stated that it could take 10 days to issue the card.

Probably a linguistic short cut - they probably do mean 10 days between asking and receiving.

Side note: would there be any mileage in your husband opening a second current account? (With a completely different bank.) There are a few advantages - this being one.

On an aside, the bank's online banking website appears to be down.......

Sounds like Egg, though I didn't think they did current accounts - who is it?

Catspajamas

I used to work for a bank/building society where we would quote that the card would be received in 7-10 working days. It usually was quicker though. If any transactions could be needed in that time then with id it could be done over the counter or via online banking. I think this is pretty normal for all of them. I was told the same thing when I lost my card from a different bank.

I'd recommend just going into the bank to carry out transactions and if you haven't got it in the 10 days chase it up. Be aware that if you say your card hasn't come before that they may order a new card for you and then the one on the way will get cancelled. If that makes sense!

angle

Paul_Herring wrote: »

Sounds like Egg, though I didn't think they did current accounts - who is it?

Actually it's Abbey

thatsean

angle wrote: »

Actually it's Abbey

Well in that case there are too many benefits of opening a second current account with a different bank to mention!

Paul_Herring

Ugh. Tried transferring an ISA to Abbey not 4 weeks ago.

Filling out the site application form crashed part way through and gave up.

Over the next 2 weeks, bits and pieces of paperwork (surprisingly) started arriving from them, culminating in an envelope with a paying in slip (for new contributions) with a letter indicating there should also be a transfer application slip.

Regardless, I signed onto online banking using data found in the other envelopes and was most unimpressed with their online banking offering - most of the links on it go to/through one of the ad networks I've banned on my home network, so I couldn't use it.

I rang up the next day to cancel my ISA account, my online banking, and to explain my displeasure at lack of paperwork and crap online banking. (Apparently the missing paperwork is common according the the person I spoke to.)

My online account is still open.

I won't use Abbey.

mab2000

I once reported my bank card being chewed up by an ATM on a Thursday evening. New card arrived by a private courier on the Saturday morning. Was more than surprised (this was with Natwest) when it turned up that quickly.

vaporate

Question:

How much does it cost the bank to issue a customer a new bank card?

angle

thatsean wrote: »

Well in that case there are too many benefits of opening a second current account with a different bank to mention!

Tell me about it! I've been trying to get him to change for ages.