Where do I stand on Bank error in failing to cancel debit card

jonesMUFCforever

As always its the bank's fault LOL

Its never a customer being stupid is it??

matttye

jonesMUFCforever wrote: »

As always its the bank's fault LOL

Its never a customer being stupid is it??

Banks are supposed to protect stupid customers.

Not everyone can be an expert on every subject; that's why people hire lawyers, financial advisers etc. Sometimes you just need to accept the advice of people who know more about a subject than you do.

gb12345

matttye wrote: »

Guess you just have to escalate the call until you get to somebody who knows what they're talking about.

Training in the complaints department usually seems better.

Avoiding the branch and call centre monkeys is best - go straight for complaints or fraud and explain the situation.

But unless the OP specifically said that they wanted to cancel the card to stop a recurring payment, then all that is going to happen is the card will get cancelled and the CPA stay until its cancellation is requested.

At the end of the day, banks aren't there to stop stupid people falling for the latest miracle snake oil being sold to them on the Internet.

stclair

I think in this instance the OP should clarify the conversation had with the bank. As half the time customers only ever tell you half a story.

matttye

gb12345 wrote: »

Avoiding the branch and call centre monkeys is best - go straight for complaints or fraud and explain the situation.

But unless the OP specifically said that they wanted to cancel the card to stop a recurring payment, then all that is going to happen is the card will get cancelled and the CPA stay until its cancellation is requested.

At the end of the day, banks aren't there to stop stupid people falling for the latest miracle snake oil being sold to them on the Internet.

We're in agreement, but if she said that she wanted to cancel the card because she wanted to stop a payment coming out, the bank should have told her cancelling the card wasn't necessary and they could just stop the payment going out.

stclair wrote: »

I think in this instance the OP should clarify the conversation had with the bank. As half the time customers only ever tell you half a story.

Agreed!

dalesrider

matttye wrote: »

What are the chances of a bank cancelling a card without asking why? I'd think they'd ask for some kind of explanation to see whether it was actually necessary.

All they ever say is I've lost my card.....

Because they have seen some MUPPET on a internet forum say that stopping you card stops ALL payments.

I have even had a complaint logged against me for having the audacity to ask a customer why they wanted to stop a card... It was not any of my (swearword) business....

All because I had seen a CPA payment and wanted to find out if this was the reason. So I could advise them that they were wasting their time.

matttye

dalesrider wrote: »

All they ever say is I've lost my card.....

Because they have seen some MUPPET on a internet forum say that stopping you card stops ALL payments.

I have even had a complaint logged against me for having the audacity to ask a customer why they wanted to stop a card... It was not any of my (swearword) business....

All because I had seen a CPA payment and wanted to find out if this was the reason. So I could advise them that they were wasting their time.

Well that's an unfounded complaint if ever I've seen one!

innovate

dalesrider wrote: »

All because I had seen a CPA payment and wanted to find out if this was the reason. So I could advise them that they were wasting their time.

If you saw the CPA payment, why not ask the customer whether the reason for the request is the recurring payment to company xyz? Don't tell me the DPA or some other rule doesn't allow you to do that! Most customers would most likely be grateful if they were given constructive information.

Other than that, I do actually agree with the customer, though - - it's none of a banker's business why I want to cancel my card and/or close my account.

matttye

innovate wrote: »

If you saw the CPA payment, why not ask the customer whether the reason for the request is the recurring payment to company xyz? Don't tell me the DPA or some other rule doesn't allow you to do that! Most customers would most likely be grateful if they were given constructive information.

Other than that, I do actually agree with the customer, though - - it's none of a banker's business why I want to cancel my card and/or close my account.

Well I would probably follow it up by explaining the reason for the question.

agrinnall

innovate wrote: »

Other than that, I do actually agree with the customer, though - - it's none of a banker's business why I want to cancel my card and/or close my account.

You're right if the customer is simply cancelling the card, but in the case where the customer wants to cancel the card and get a new one issued there are costs to the bank of doing that and it's not unreasonable to establish why the request is being made.