Current account switch - debit card refund missing.

fat-pudding

jonesMUFCforever wrote: »

The switch guarantee is for direct debits, standing orders, and automated credits.
I don't think it covers card payments or refunds.

That is not true, one of the Nationwide T&C for the switch service states:

"If you have used your Old Account debit card before the Switch Date to make payments which have not been authorised and paid by your Old Bank out of your Old Account before the Switch Date, we will pay them out of your New Account (subject to the availability of funds)."

Nationwide do not state anywhere in their T&C that debit card refunds will not be forwarded on but it does state "any payments made to or from this account" as it also states that payments going to your old debit card will be taken from the new account where possible which means it is not unreasonable to expect debit card refunds to turn up in the right place.

Also other people have reported that refunded debit card payments *were* forwarded to them (in this very thread) so it wouldn't be unusual thing to expect or be told about if it was not going to happen.

If you have a source that shows that the guarantee doesn't cover anything to do with cards then I'd love to see it as I have searched and as far as I can tell it doesn't exist. I have already pointed this out to Nationwide as if it doesn't cover debit cards then it should be clearly put into the T&C and explained.

jonesMUFCforever

If it does not state that debit card refunds will be forwarded then surely it does not form part of the guarantee.
The fact that some banks and some transactions are been forwarded just means that - some will - but as the origin of this thread found out - some won't.

The key word for me in your post is''...before the switch date''

stclair

Hmmm its abit ambiguous to me as it says in the T&Cs:

Note: If you have arranged to make recurring payments using your Old Account debit card number, your Old Bank won’t know your New Account debit card number so won’t be able to transfer these to your New Account. This means that there is no guarantee that payment requests sent to your Old Account will be redirected to your New Account.

IMO recurring payments and POS are processed exactly the same way.

Plus rightly as jonesMUFCforever says the key words in the T&Cs are "before the switch date"

grumbler

jonesMUFCforever wrote: »

If it does not state that debit card refunds will be forwarded then surely it does not form part of the guarantee.

It does say 'all payments to the account'.
A card refund is merely a payment to the account.

djpailo

If we are debating whether it is or isn't included then surely the T&C's need to be updated to be much clearer so that there is no ambiguity.

I'm glad the OP got his problem sorted.

agrinnall

grumbler wrote: »

It does say 'all payments to the account'.
A card refund is merely a payment to the account.

It is, but I wonder if the issue is that the refund won't actually specify the sortcode and account number, so would be reliant on the switched from bank having processing in place to (1) do the conversion from debit card number to sortcode/account and then (2) forward the payment to the switched to bank. It sounds to me like the first part of that process is not included in the switch system.

jimjames

Paul_1977 wrote: »

I thought during the switching service they take down your debit card number to forward you payments onto the new account?

On the switches I've done it specifically says future debit card payments are not forwarded as the debit card is then cancelled. They appear to ask for the debit card to prove you have access to the account/authorisation as both cards are needed for joint accounts.

grumbler

agrinnall wrote: »

It is, but I wonder if the issue is that the refund won't actually specify the sortcode and account number, so would be reliant on the switched from bank having processing in place to (1) do the conversion from debit card number to sortcode/account and then (2) forward the payment to the switched to bank. It sounds to me like the first part of that process is not included in the switch system.

I don't understand your point.
Whatever details are used, it's a payment to the closed account.
For all payments to the closed account it's the switched bank that has to forward them to the new account.

In some other countries even normal customers can equally use either the account details or the card number to make payments to other customers.

agrinnall

grumbler wrote: »

I don't understand your point.
Whatever details are used, it's a payment to the closed account.
For all payments to the closed account it's the switched bank that has to forward them to the new account.

In some other countries even normal customers can equally use either the account details or the card number to make payments to other customers.

My point is that it seems they are not doing part 1 of the process I described, so there is no payment going to the account whether it's closed or open. I'm only guessing as I've not done a switch myself, but other posts seem to back this up, for example jimjames' post after yours. If that is correct then the refund to the card will be rejected pack to the payer, which appears to be exactly what happened to the OP.

pinkdalek

Your refund will be with Cahoot, probably in a holding account and not with Nationwide. The company who have refunded can only return it back to the card it was paid with, which is now defunct. The same would have happened had you stayed with Cahoot and the said card had since been cancelled e.g. due to loss/stolen/fraud.

It is not Nationwide who you should be dealing with, the switching service does not process debit card payments.