RBS - Debit Card cancelled without warning

Dorset_Tony

I took my wife out for a nice meal this evening, went to pay only to be told on the first attempt my RBS Debit card had been declined, then on the second attempt that the card had been cancelled.

On returning home I phoned RBS to be told that my card had been cancelled at the weekend as part of the process of the RBS - Santander switch ,which I haven't even had a letter telling me when it was going to happen, never mind the supposed letter saying I would be receiving a new Debit Card (which also hasn't arrived).

This is completely outrageous!:mad:

I'm very fortunate in that I can sponge off my wife for a few days until they send me a new Santander card but it strikes me that there must be other people out there who aren't in this position and would be caused great hardship by this total lack of communication by a large publicy owned company.

Has anyone else been a victim of this complete disregard of customer service?

XLsior

The second wave of cards were sent out automatically about 1-2 months ago, with both cards working for about a cross over period of 14 days. They visually looked exactly the same apart from contactless ... it seems however you have been unfortunate in not receiving your new card. However if they have proof that they sent you the card , your greviance is more with the postal service than with your bank that has fulfilled their promise to send out a new card, regardless if it gets lost in the post or not.

It just seems you have been the victim of unfortunate circumstances really, (and to always carry at least 1 backup card )

Agricolae

Dorset_Tony wrote: »

I took my wife out for a nice meal this evening, went to pay only to be told on the first attempt my RBS Debit card had been declined, then on the second attempt that the card had been cancelled.

On returning home I phoned RBS to be told that my card had been cancelled at the weekend as part of the process of the RBS - Santander switch ,which I haven't even had a letter telling me when it was going to happen, never mind the supposed letter saying I would be receiving a new Debit Card (which also hasn't arrived).

This is completely outrageous!:mad:

I'm very fortunate in that I can sponge off my wife for a few days until they send me a new Santander card but it strikes me that there must be other people out there who aren't in this position and would be caused great hardship by this total lack of communication by a large publicy owned company.

Has anyone else been a victim of this complete disregard of customer service?

Yes I've known several people who've had similar problems.

Ultimately the reason behind it (when they found this out) was one of the following:
1. Assumed postal problem (i.e. the bank's records showed a replacement card had been ordered in good time and it had been addressed correctly).

2. Wrong address/problem with address (for whatever reason the bank did not have up to date address records).

3. Bank error (a replacement card was not ordered in good time.)

My best guess in your case is 1 or 2. This is because the bank has sent repeated mailings since January regarding the sale of branches to Santander in an effort to keep people up to date with which stage the sale is at. If you haven't received any of these then this does point to a postal/address records issue.

NB: If it's an issue with the address the bank holds for you then this will prevent the new card you've ordered from getting to you. It may be worth checking that the records are up to date!

Bear in mind that even if you think the bank has up to date records then it's still possible they might have "suppressed" your address if they've had mail returned to sender (for example).

coldhandoff

Return to branch marker.

chambta

A large number of people noted the expiry date of the new card (shorter than existing), ignored the letter with it and slung the card in a drawer/bin. A smaller number claim not to have received them at all.

Mrs_Ryan

I got mine yesterday. My account is just a back up account to my main account with Barclays but I am planning on using it in the next few days so I'm glad it did show or the first thing I'd have known is when I went to pay for something important tomorrow and the card wouldnt have worked :eek:
But the new card was the first I knew about any new card, I'd certainly had nothing telling me I was getting a new card!

Starting

the Santander takeover hasn't even been finalised yet surely. Why are they already issuing RBS customers with Santander cards?

Agricolae

Starting wrote: »

the Santander takeover hasn't even been finalised yet surely. Why are they already issuing RBS customers with Santander cards?

They aren't. The cards are "changeover" cards which are RBS branded but will work with Santander as well when the big day comes. Within x months of joining Santander customers should get a Santander-branded card.

I suspect it's being done this way to make sure the technology is compatible.