Lost credit card query

hansi

My wife thought she had lost her credit cards including her M&S card which she used frequently and she reported it to Sentinel who stopped the cards and will issue new ones within 5 days. Fortunately, a few minuters later, I found them and we quickly rang back to rescind the stop but it was to late. My question is this. She pays her balance in full by direct debit which is due to come out on the 30th of this month. I guess that will go through ok, but will she have to set up a new direct debit for the new M&S card or is this done autmatically with the re-issue, or does she have to set up a new DD? Trying to talk to M&S is a waste of time.

Buzby

Unlikely - the account rarely is tied to a particular card number. It is the credit card co who TAKES the payment from her. As long as she doesn't cancel the mandate, all should be well.

hansi

Buzby wrote: »

Unlikely - the account rarely is tied to a particular card number. It is the credit card co who TAKES the payment from her. As long as she doesn't cancel the mandate, all should be well.

Thank you.

hansi

Let me add something to this tale. We accept that Sentinel could not rescind the stopping of the cards, so we decided to wait till we received the new cards. However, on Saturday we went shopping and my wife used her M&S card (which should have been stopped) forgetting that she had reported it lost, and the transaction was accepted. I got straight back on the phone to Sentinel and they assured me that they had contacted M&S and had received a fax from them confirming that the card had been stopped (but it hadn't as we proved). So obviously someone had boobed at M&S, however, Sentinel said that we would not have been liable as we had reported the card as lost. The M&S website is a disaster with no contact numbers so I'm going in to see them tomorrow and yell at them.

[Deleted User]

It could have been an underfloor transaction, so did not require a real time authorisation. Floor limits tend to be higher during peak trading, such as now.

Given you wouldn't have been liable, I woulddn't yell at them too much, particularly as it could be a decision by the retailer.

jonesMUFCforever

What can staff at M&S do to help you? - yell at an image of yourself in the mirror if you want to yell at anybody - the shop staff do not run the card side.
Put your argument to the team that run your card.

hansi

When I said "yell" I was speaking metaphorically. My M&S store has a M&S bank and they should have someone there who can deal with my query, and in any case, the transaction should not have been allowed as the card was blocked. If it had really been lost and I hadn't noticed it and not stopped it, I would have been worried had it been accepted for any value.

PeacefulWaters

The M&S website is a disaster with no contact numbers

Google search, 2 clicks.

http://bank.marksandspencer.com/banking/credit-card/overview/?WT.ac=MASM_HP1_CC_1114#existing-customers

If your M&S Credit Card is lost or stolen, you’ll need to call us on 0345 900 0900, or +44 1244 879080 if you're calling from abroad, and report this as soon as possible. Our lines are open 24 hours a day, 7 days a week.

hansi

Yes, I did find that afterwards but it's an Indian call centre and I couldn't get the lady to understand what I was saying! That's a fat lot of use if you're trying to stop a card!

chattychappy

You are never liable for unauthorised transctions - whether or not you have reported the card lost/stolen, even if the T+Cs say otherwise. The exceptions are IF you have been negligent then you MAY be liable for the first £50 if the T+Cs provide for it OR IF you have been involved in fraud yourself (difficult for them to prove) then you ARE probably liable for all of the losses.

You are (almost) always liable for transactions you have performed, even if you previously you cancelled the card/closed the account etc.

PeacefulWaters

hansi wrote: »

Yes, I did find that afterwards but it's an Indian call centre and I couldn't get the lady to understand what I was saying! That's a fat lot of use if you're trying to stop a card!

My sympathies.

Not a failing of their web site though.