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Metro bank catalogue of errors!
Auntie_Social
Posts: 20 Forumite
Myself and Other Half have a joint debit account with the Metro bank, he also has a separate cash card account with them.
On Tuesday 30th Sept my OH lost his wallet containing both his debit and cash card, so informed them that both cards would need to be cancelled and replaced. He was told they would be despatched separately and did he have a preference in which order, as the joint account was his main account, he asked that this be despatched first, he was also given the option of keeping the same PIN, which he took to save having to wait for a new PIN to be despatched separately.
An hour later his wallet was found, cards intact, so called to ask if the card cancellation could be reversed, he was told it was too late, both cards had been cancelled and he would receive his new cards the following Monday .
On 7th October I received a new card for our joint account, so I called the Metro bank and asked why, to be told they had cancelled my card and replaced it on instruction from my OH (he definitely didn't cancel mine as it was not lost!) and I would have to wait for a new PIN.
OH also received by a later post his cash card (not the debit card he had requested be sent first), so he also called the bank to be informed that they had NOT cancelled his debit card but would do immediately (and apologised), his new card would be send within 5 days (not working days).
By 17th October he had still not got his debit card, PIN for his cash card or my PIN for my debit card, so again called the Metro bank. They apologised (again!) and are going to resend his debit card, and offered £10 as a good will gesture (OH told them to stick it!)
So here we are almost 3 weeks later, with no usable bank account, we are getting married in 3 weeks and this has made it impossible to pay anything over the phone, we have had to borrow the cash from my Mum to pay the last minute stuff which is extremely inconvenient.
OH has spoken to the Ombudsman who are going to write a letter to the bank expressing their concern over the apparent inability to carry out something as simple as cancelling and re-issuing cards, but can't see that it will do anything to help.
I apologise for the rant (ahhhh feel better now )
On Tuesday 30th Sept my OH lost his wallet containing both his debit and cash card, so informed them that both cards would need to be cancelled and replaced. He was told they would be despatched separately and did he have a preference in which order, as the joint account was his main account, he asked that this be despatched first, he was also given the option of keeping the same PIN, which he took to save having to wait for a new PIN to be despatched separately.
An hour later his wallet was found, cards intact, so called to ask if the card cancellation could be reversed, he was told it was too late, both cards had been cancelled and he would receive his new cards the following Monday .
On 7th October I received a new card for our joint account, so I called the Metro bank and asked why, to be told they had cancelled my card and replaced it on instruction from my OH (he definitely didn't cancel mine as it was not lost!) and I would have to wait for a new PIN.
OH also received by a later post his cash card (not the debit card he had requested be sent first), so he also called the bank to be informed that they had NOT cancelled his debit card but would do immediately (and apologised), his new card would be send within 5 days (not working days).
By 17th October he had still not got his debit card, PIN for his cash card or my PIN for my debit card, so again called the Metro bank. They apologised (again!) and are going to resend his debit card, and offered £10 as a good will gesture (OH told them to stick it!)
So here we are almost 3 weeks later, with no usable bank account, we are getting married in 3 weeks and this has made it impossible to pay anything over the phone, we have had to borrow the cash from my Mum to pay the last minute stuff which is extremely inconvenient.
OH has spoken to the Ombudsman who are going to write a letter to the bank expressing their concern over the apparent inability to carry out something as simple as cancelling and re-issuing cards, but can't see that it will do anything to help.
I apologise for the rant (ahhhh feel better now )
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Comments
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Auntie_Social wrote: »Myself and Other Half have a joint debit account with the Metro bank, he also has a separate cash card account with them.
On Tuesday 30th Sept my OH lost his wallet containing both his debit and cash card, so informed them that both cards would need to be cancelled and replaced. He was told they would be despatched separately and did he have a preference in which order, as the joint account was his main account, he asked that this be despatched first, he was also given the option of keeping the same PIN, which he took to save having to wait for a new PIN to be despatched separately.
An hour later his wallet was found, cards intact, so called to ask if the card cancellation could be reversed, he was told it was too late, both cards had been cancelled and he would receive his new cards the following Monday .
On 7th October I received a new card for our joint account, so I called the Metro bank and asked why, to be told they had cancelled my card and replaced it on instruction from my OH (he definitely didn't cancel mine as it was not lost) and I would have to wait for a new PIN.
OH also received by a later post his cash card (not the debit card he had requested be sent first), so he also called the bank to be informed that they had NOT cancelled his debit card but would do immediately (and apologised), his new card would be send within 5 days (not working days).
By 17th October he had still not got his debit card, PIN for his cash card or my PIN for my debit card, so again called the Metro bank. They apologised (again!) and are going to resend his debit card, and offered £10 as a good will gesture (OH told them to stick it!)
So here we are almost 3 weeks later, with no usable bank account, we are getting married in 3 weeks and this has made it impossible to pay anything over the phone, we have had to borrow the cash from my Mum to pay the last minute stuff which is extremely inconvenient.
OH has spoken to the Ombudsman who are going to write a letter to the bank expressing their concern over the apparent inability to carry out something as simple as cancelling and re-issuing cards, but can't see that it will do anything to help.
I apologise for the rant (ahhhh feel better now
)
Just wanted to read it without my eyes going cross.0 -
I was just putting it into paragraphs as you posted lol - thats what happens when you copy and paste from word :rotfl:0
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A debit card PIN is not required for any telephone transactions.0
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Maybe time to open a second account with a different bank. Having a back up in place may have eased things for you.0
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Not sure if you are close to a branch, but you can walk in, they'll cook a card on the spot and let you choose a PIN there and then.
Metro Bank for me seem to be Okay, but as I'm out of the branch area, anything complicated that I try to do over the phone gets met with "you need to go into the branch". The most recent issue was trying to transfer a small credit card balance to them.
Generally I find their call centre to be the weak link in what is otherwise a slick operation. If you're happy to visit their branch when there's an issue, they seem to be on the ball.
Fair play, when I suggested that they review my call with them they said they were "embarrassed" by the service offered and would provide further training on the credit card product.43580 -
Auntie_Social wrote: »
OH has spoken to the Ombudsman who are going to write a letter to the bank expressing their concern over the apparent inability to carry out something as simple as cancelling and re-issuing cards, but can't see that it will do anything to help.
Don't you have to go through the Bank's complaints procedure before the Ombudsman's office will do anything?0 -
LittleVoice wrote: »Don't you have to go through the Bank's complaints procedure before the Ombudsman's office will do anything?
Yes you do, but the FOS seem to be overstaffed and are offering to make the complaint on your behalf.We can help by contacting the business for you, and telling them about your complaint
http://www.financial-ombudsman.org.uk/consumer/complaints.htm0
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