Bank Card Lost in Post - Compensation?

bexxstarr

Hi everyone,

Wondering if I have any ground to claim compensation from my bank for inconvenience / embarrassment / costs incurred.

On Saturday, my card was declined for a small payment - £3.80. I knew I had this money in my bank account and checking my mobile banking confirmed I had £190 (and my £200 overdraft) available. I thought little of this, assuming the card machine in my local newsagent had a bad connection.

Then on Monday morning I made a trip to purchase petrol, food etc. Luckily I went in to the supermarket before filling my car up as my card was again declined. I immediately called the bank (HSBC - I am an advance customer) and was advised a new card had been sent to me in the post so they had cancelled my card.

The card never turned up.

My card has until 7/17 on it. They had cancelled this to upgrade me for a 'contactless payment card' without me requesting them to do so. They have advised it will take 5-7 working days for my card to arrive, so I anticipate (with the bank holiday) this not to be with me until next Tues/Weds.

As a result, my partner had to take the afternoon off work to come to give me some cash to buy petrol. I've then had to take a half day off work to allow me to go to the bank to withdraw money.

I am unable to make any online transactions as my paypal account is linked to this card. I do not have any other bank accounts.

I am having to return to the bank this afternoon to withdraw more money.

I am an advanced HSBC customer - paying in over £2000 each month.
I also have a savings account with them and regularly pay £300-600 in each month.
I have previously had a loan of around £5000 with HSBC and have never missed a payment on this.
I have banked with them for over 15 years.

Basically, I think I'm a pretty good customer to them.

Do I have any ground to claim compensation for the stress, inconvenience and monies lost as a result of having to take time off work/drive to and from the bank, my partner taking time off work etc.

I am actually in the process of buying a house, so have had many sleepeless nights worrying that I will get the call to put my deposit down / make payments and will be unable to do this.

I cannot wait to get my card back!

Rant Over. Any advice appreciated

xylophone

I would make a complaint in writing.

http://www.hsbc.co.uk/1/2/contact-us/complaints

agrinnall

No. Well, they might pay you something to shut you up, but you have no genuine claim.

brokeinyorkshire

I would complain too.

They can't just cancel your card to send a new one out. How are you supposed to pay everyday expenses!

Have they explained why they did this? For example did a fraudster ring in and ask for a new card to be sent then intercept your mail as you state the card never arrived.

Either way I don't see how a bank would cancel a customers card just because they were sending a new one out, other than fraud, without informing the customer.

eskbanker

bexxstarr wrote: »

Any advice appreciated

Open an additional account with another bank, and/or get a credit card, to avoid having all your eggs in one basket. That's not to excuse what HSBC have done, but in this day and age it's relatively straightforward to have multiple accounts which would provide contingency in situations like this, while also protecting against large-scale technical problems (e.g. RBS/Natwest), plus card damage/loss/theft, and in many cases generating some interest into the bargain.

stclair

Do HSBC deliver its own mail now?

stclair

brokeinyorkshire wrote: »

I would complain too.

They can't just cancel your card to send a new one out. How are you supposed to pay everyday expenses!

Have they explained why they did this? For example did a fraudster ring in and ask for a new card to be sent then intercept your mail as you state the card never arrived.

Either way I don't see how a bank would cancel a customers card just because they were sending a new one out, other than fraud, without informing the customer.

Your old card normally still stays active for 28 days once a replacement has been sent.

Goldiegirl

It looks as if inconvenience has been caused here, so I think, if you complain, a goodwill payment would be made due to the inconvenience


I wouldn't go on about the 'stress', the complaint handler has heard it all before, and it will probably make his or her eyes glaze over.


I wouldn't go on about what a good customer you are either, as the first thing they'll do is look at your account holidings


If you want to go down the 'loss of monies' route, be prepared to back it up with proof of what you are claiming


Keep the letter factual ,don't lay it on with a trowel, and I think you would get an ex-gratia payment made to you. But don't expect £100's. £20 to £50 is my guess

meer53

You will be one of millions of "good" customers, the only customers they will jump through hoops for will be ones with seven figure balances. From what you've said, you sound like the majority of people, nothing stands out especially to single you out from all the others.

If i had a transaction declined and i knew i had money in my account, i would have been on the phone to the bank straight away, but i always have more than one debit card on me as i have more than one account. Something which would be a good idea for you to think about OP.

Did you receive any letters from HSBC advising you that a new card was being sent ? Old cards stay live for 28 days when replacement cards are sent out so you should have been contacted some time ago.
Making payments for house deposits etc wouldnt have been a problem as these can be done by calling the bank and making FP's most other payments can be made this way too. You could have called HSBC and transferred money to your partners account for them to draw out for you, i assume they have a debit card and account too ?

I can't see you getting much more than a token gesture from them, it doesn't take half a day really to get to a bank, if you choose to take half a day, then thats your choice, not the banks.

bexxstarr

Replacement card was never advised it was being sent - automatic when you have an 'advanced' account apparently.

Anyone, compensation has been issued to cover time off work and inconvenience so very happy with that. Well recovered by them!

sohalkl

My card was about to expire, HSBC sent my new card to my old address despite me having updated my address with them. I complained and they gave me around £200 to keep me sweet. I still switched not long after that though.