RBS & NATWEST cards expired but no replacements sent

solentsusie

Hi

Well I have been doing a bit of a financial clear out the past couple of days and I have just realised that on a RBS current account and also a Natwest current account I have both cards have expired and I have not received replacements.

Both accounts just have money paid into them by online transfers and pay out direct debits. I never use the cards on these account but both are current accounts.

Anyway, I have just been doing some housekeeping and have noticed that the RBS card expired in November 2013 and the Natwest card expired November 2014.

OK, so one is only a few months overdue, but the other is well over a year. Does RBS/Natwest only reissue cards on accounts if the card is used? Both accounts are used for direct debits and transfers between other RBS/Natwest accounts and neither account is dormant. But if I did decide to use either of the accounts to make an online purchase or in a shop for example I wouldn't be able to as I would be declined due to expired cards.

Has this happened to anyone else? I'm just ordering new cards....

stclair

You can easily order a replacement via online banking by clicking on the cards section.

No card was probably issued as the system possibly recognises your not actually using one.

solentsusie

Well I managed to go online and order a card from NatWest no problem.

But RBS was a different matter. I got an email from them stating that they were unable to process my request and to phone them ASAP. So I go through all the automated procedures, give all my details and ask for a new card only to be told that my account has now been transferred to Williams & Glyn. Shame nobody has told me that this had taken place! I knew it was happening but absolutely no info from RBS to tell me when my account has now been transferred. When I login to online banking I still get all the RBS logo etc. so no indication whatsoever that this has now taken place.

Seems communication has broken down in the switchover a bit.

colsten

solentsusie wrote: »

So I go through all the automated procedures, give all my details and ask for a new card only to be told that my account has now been transferred to Williams & Glyn. Shame nobody has told me that this had taken place!

There is a good chance you were told rubbish, as Williams and Glyn won't launch as a bank until the end of 2016, according to RBS's own website: http://rbsbranchinformation.co.uk/

solentsusie

colsten wrote: »

There is a good chance you were told rubbish, as Williams and Glyn won't launch as a bank until the end of 2016, according to RBS's own website: http://rbsbranchinformation.co.uk/

Well the chap on the telephone that I spoke to after going through all of the automated procedures stated that I have been transferred and I should have received information detailing this. He gave me another telephone number I need to call from now on regarding my accounts and put me through to a Williams & Glyn representative. So the change must be taking place at the moment.

When they will actually launch publicly is probably another matter.

stclair

solentsusie wrote: »

Well I managed to go online and order a card from NatWest no problem.

But RBS was a different matter. I got an email from them stating that they were unable to process my request and to phone them ASAP. So I go through all the automated procedures, give all my details and ask for a new card only to be told that my account has now been transferred to Williams & Glyn. Shame nobody has told me that this had taken place! I knew it was happening but absolutely no info from RBS to tell me when my account has now been transferred. When I login to online banking I still get all the RBS logo etc. so no indication whatsoever that this has now taken place.

Seems communication has broken down in the switchover a bit.

Your account won't be going anywhere until at least 2016.

solentsusie

stclair wrote: »

Your account won't be going anywhere until at least 2016.

I doubt my account will actually go anywhere unless they close the branch that I am registered under during the switchover. The fact is if you telephone them they are now telling you they are no longer dealing with your account, redirecting customers to a new phone line, and telling them that their accounts are in the process of being transferred. Whether they do their 'official' switch at the end of 2016 or not.

stclair

solentsusie wrote: »

I doubt my account will actually go anywhere unless they close the branch that I am registered under during the switchover. The fact is if you telephone them they are now redirecting customers to a new phone line and telling them that their accounts are in the process of being transferred. Whether they do their 'official' switch at the end of 2016 or not.

You account will just be transferred to Williams and Glynn when the time comes. As an RBS employee and customer I've not been transferred to anywhere else during any telephone conversation with the bank.

stclair

solentsusie wrote: »

Well the chap on the telephone that I spoke to after going through all of the automated procedures stated that I have been transferred and I should have received information detailing this. He gave me another telephone number I need to call from now on regarding my accounts and put me through to a Williams & Glyn representative. So the change must be taking place at the moment.

When they will actually launch publicly is probably another matter.

I owe you an apology you was right....

I called telephone banking for my RBS account this evening and I was told by the advisor he could not view my account. To cut a long story short RBS have been split into Scotland accounts and England and Wales accounts and they can't fully view each other's accounts. So they now have two different telephone numbers. When you call the England and Wales number it mentions Williams and Glynn.

stclair

stclair wrote: »

You can easily order a replacement via online banking by clicking on the cards section.

No card was probably issued as the system possibly recognises your not actually using one.

Just to confirm my thoughts:

Your debit card will arrive at least 1 week before the existing card is due to expire. The date on which your debit card will expire is the last day of the month in the year printed on the front of your card. It is shown as 'Expires End MM/YY'.

However, please be aware that if you haven't used your card for a period of at least 13 months prior to expiry, we don't automatically replace your card. If at any time you go on to require a card, please contact Telephone Banking and our staff would be more than happy to order you one.

https://www.supportcentre-rbs.co.uk/app/answers/detail/a_id/1854/kw/