Card swallowed before Xmas

Jolly_Roger

How about this for really awful service. I just went to my local Tesco petrol station to withdraw money from my RBS account via the RBS hole in the wall situated there. During the transaction, the machine suffered a failure and swallowed my card, telling me to go back to the card issuer to report what had happened. Rang my local RBS branck and was told I would have to wait THREE days for a new card to be issued and even that couldn't be guaranteed. In other words, I shall be stuck during the most important trading week of the year without a cashpoint card. I protested vehemently, but they wouldn't budge; the computer said NO. They suggested I come into the branch to withdraw money; I suggested they come and do my work for me...
This really is awful customer service; a card should have been couriered to me this afternoon if they cared about my business.
Suppose this had been Christmas Eve and I was about to do my Xmas shopping (I am a bloke so this would be normal...)
RBS, you are about to lose a customer of 30-years standing, from whom you make a lot of dosh one way or another. I have stuck with this bank because of convenience, but no more.

tom188

Sounds like a rather unreasonable demand your making.

Theyve got too make you a new card and send it to you through the post during the busiest postal week of the year. How do expect them to get it to you any quicker? Even with a courier your talking a couple of days, particularly since it will be coming from the south of england. Personally I think 3 days is quite reasonable, particularly as you can get money in branch in the interim period.

Losing your card is an occupational hazard of using ATMs, only soluble by having a back up card.

achtunglady

My OH had his card swallowed by a cash machine in a petrol station, it even came up with the message contact your card issuer on the screen, he drove off and within ten minutes it was being used to buy stuff in pcworld to the tune of £1000!! What annoyed him was there wasnt that amount of funds in the account so how the blazes could they pay it out?????

Jolly_Roger

But if we rely on technology that then doesn't work why should the consumer take a hit? Banks don't like cash or cheques; they want us to uses cards. The analogy I would use pertains to airports: if a late-running service means that baggage misses a connecting flight, it is incumbent on the airline to get that baggage to the passenger asap once they complete their flight or stuff the suitcase in a car and literally dash across the airport, taking the case from aircraft hold to aircraft hold. In my case, why does no system exist whereby an employee from my branch (located less than a mile from the offending machine) cannot go and retrieve the card for me? Why is that so difficult? BTW, this machine has form. It often gives out less money than it bills you for and is often out-of-order. Although it is an RBS machine, it seems to be run by Securicor. Poor service and management unable to think outside the box. Bah humbug!

hjb123

Why use it then if it is often wrong? Get cash back in store!

masonic

Jolly_Roger wrote:

The analogy I would use pertains to airports: if a late-running service means that baggage misses a connecting flight, it is incumbent on the airline to get that baggage to the passenger asap once they complete their flight or stuff the suitcase in a car and literally dash across the airport, taking the case from aircraft hold to aircraft hold.

So would you expect the baggage, once located, to be put on the next available flight to your destination, or would you expect them to send it by private jet?

tom188

I certainly dont think it would be right to give bank branch staff the right to go through cards in cash dispensers, particularly since the majority of them will not be property of that bank anyway. If anyone it should be securicor, but they would then have to forward it to the respective bank then back to you, with inherant security risks each time.

If you can get your card in three - four days you should be grateful, not angry with RBS.

regularsaver1

Sounds totally unreasonable to me - they have to make the card in the first place!

It was not their fault that the machine ate the card. I think that 3 days is pretty good

And branch staff would not have access to a machine within tesco - highly unreasonable

Kilty_2

achtunglady wrote:

My OH had his card swallowed by a cash machine in a petrol station, it even came up with the message contact your card issuer on the screen, he drove off and within ten minutes it was being used to buy stuff in pcworld to the tune of £1000!! What annoyed him was there wasnt that amount of funds in the account so how the blazes could they pay it out?????

Sounds like a loop was inserted into the cash machine to make it retain the card (since it creates errors whilst reading the magnetic strip) and the card was then removed and used over the counter. Since it would be a debit card transaction presumably, you can go overdrawn.

IoweIoweitsofftoworkIgo

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