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

dalesrider

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.

I did tell them..
If its on our systems, then I will mention it if its relevant.

As you say most are grateful...
Just the odd one, that thinks more of some rubbish they have read by someone who is unaware of how bad their information is.

Well given that the card is actually the property of the card provider. I think they have a right to know.

innovate

dalesrider wrote: »

I did tell them..
If its on our systems, then I will mention it if its relevant.

As you say most are grateful...
Just the odd one, that thinks more of some rubbish they have read by someone who is unaware of how bad their information is.

fair enough

dalesrider wrote: »

Well given that the card is actually the property of the card provider. I think they have a right to know.

roflmao. The card provider can obviously have their property back but if any banker gave me that as a reason for wanting to know why I want to cancel the card, they definitely would have lost any last remaining chance for ever finding out why I am cancelling.

Missy570

Thanks everyone - Firstly no unfortunately I didn't know that cancelling my card wouldn't in fact stop the CPA from continuing but yes they did ask me why I wanted to cancel my card was it faulty to which I had explained my situation with the dodgy company so yes although I am indeed red faced and annoyed at myself for being stupid i am also a little miffed that the bank who are trained and have the knowledge of how these things work didn't point out this wouldn't stop them. Like I said, before I left I even asked them to confirm that the new card numbers would now be different to stop them taking anymore payments from it. Of course I was incorrect but all she said was yes it's now all sorted for you instead of correcting me in my misunderstanding and advising me of what needed to be done. Annoying that yes I can see this is my word against theirs so probably a lesson learnt the hard way Will go into bank and explain whats happened this time insuring they block/cancel these CPA payments from now on. Thanks again for all that gave information and advice.

matttye

Missy570 wrote: »

Thanks everyone - Firstly no unfortunately I didn't know that cancelling my card wouldn't in fact stop the CPA from continuing but yes they did ask me why I wanted to cancel my card was it faulty to which I had explained my situation with the dodgy company so yes although I am indeed red faced and annoyed at myself for being stupid i am also a little miffed that the bank who are trained and have the knowledge of how these things work didn't point out this wouldn't stop them. Like I said, before I left I even asked them to confirm that the new card numbers would now be different to stop them taking anymore payments from it. Of course I was incorrect but all she said was yes it's now all sorted for you instead of correcting me in my misunderstanding and advising me of what needed to be done. Annoying that yes I can see this is my word against theirs so probably a lesson learnt the hard way Will go into bank and explain whats happened this time insuring they block/cancel these CPA payments from now on. Thanks again for all that gave information and advice.

Don't go into branch, you might as well bang your head against a wall if you do that.

Complain in writing to the head office's complaints department.

innovate

matttye wrote: »

Complain in writing to the head office's complaints department.

Absolutely - - - you want proof you have told them.

pmduk

Missy570 wrote: »

i am also a little miffed that the bank who are trained and have the knowledge of how these things work didn't point out this wouldn't stop them.

You're right in that the bank staff shouldn't have given you the advice they did. But please don't assume that branch staff are trained in anything but selling you products.

Your next move should be to make a formal complaint. But don't bother with the branch, go to the Complaints Department.

callum9999

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.

Your card? I think you'll find it's their card.

They were obviously going to follow with that question. You must realise that your hatred of having people working in a bank talk to you is not remotely typical, and banks aren't going to make their staff stop talking to customers because 1 in 1000 hate it?

dalesrider

Missy570 wrote: »

i am also a little miffed that the bank who are trained and have the knowledge of how these things work didn't point out this wouldn't stop them.

To be fair front line staff have a lot to understand. So really are jack of all trades and master of none.
We have to constantly send out reminders to ours that is a customer mentions CPA or dodgy company the HAVE TO BE passed to our department.
Reason is rules and regulations change on a very regular basis. It takes us all our time to keep upto date with the changes.
So there is no way that branch or front line call center can keep upto date with these changes as well as all the other stuff they have to know.

Missy570 wrote: »

Like I said, before I left I even asked them to confirm that the new card numbers would now be different to stop them taking anymore payments from it. Of course I was incorrect but all she said was yes it's now all sorted for you instead of correcting me in my misunderstanding and advising me of what needed to be done. .

To be fair they could now take the date you called to stop the card, as the date you said you wanted no more payments to go to these companies.

When you call back as to speak to the DISPUTES department. They are the guys & gals that know how to deal and what advise to give you.