Debit Card cancelled by bank without warning

SophieK2

Thanks Armorica. I had already sent a complaint via email before the rest of this happened (which they haven't responded to yet). I'll wait and see what they say and send a letter if need be.

Now I know from you if there's a "next time" I can get it from the branch. It's being sent to my current address.

I'm in Northern Ireland and we don't have Metro bank.

SophieK2

"I simply don't believe that she was advised by Nationwide NOT to keep them updated of her current address - isn't that one of the basics of all banks' Ts & Cs?"

Where are you actually getting that from - I came on here to get advice about a card being cancelled with no prior warning that a new one was being sent out, until I was in a shop unable to pay. That's the whole crux of the issue. Of course Nationwide did NOT advise me NOT to keep my addresses updated - you are actually being ridiculous. Nationwide DID advise me to NOT change my registered address too often as it "affects your credit rating". This is what I was told in 2009, maybe it's changed since then and you can change your address once a week and no one will bat an eyelid.

18cc

Try not to blame Nationwide too much for this I would guess that the initial problems started with the failure of the visa network and a LOT of people had a LOT of Inconvenience and problems because of it. It obviously caused your card usage to be flagged up as fraud

Also two to three days to produce a new debit card is not a bad timing really I have had banks taken 7 to 10 days and naturally Nationwide like every other bank in the world as far as I know will post a debit card to the address they have on file for you

I don't think it would have mattered if they had contacted you they were unlikely to accept you saying post a debit card to a different address ie my parents particularly as they had flagged up possible fraudulent use!

The address they have on file for you is the address they have and nothing will change that unless you for formally change the address to a different one

SophieK2

"I had his done by Nationwide recently as a transaction that was legitimate was classed by them as possible fraud. They did block online transactions but I was able to withdraw cash. I did call them and they explained that a transaction had been flagged which is why they had taken the action they had. A new card was already in the post to me, was lucky that I had another account I can transfer money to and use. Rather they did that than let transactions through that were fraud."

Thanks anmarj. This is the kind of reply I was actually looking for. How come they told you it was specifically a transaction but they won't tell me? So now I don't even know if it's safe for me to shop online, use particular retailers etc. Because all they said was it's "security issues" so how am I supposed to take action against that in the future? Also as you say a new card was already in the post to you but I've been waiting over a month for a new card since they cancelled mine. That's why I'm cross. If I had been told they were cancelling it I could have requested new card to be sent to branch. I once worked with a guy who got called asking if he was buying a jet ski for £2k. He said no he was at work and so the card was blocked etc etc. So why can't Nationwide do that for me instead of leaving me in the dark? For all I know someone is running around with all my banking details and the new card could be cancelled again within weeks. I feel like the onus should be on the bank to take steps to tell ME how to protect myself from this happening again.

SophieK2

"Try not to blame Nationwide too much for this I would guess that the initial problems started with the failure of the visa network and a LOT of people had a LOT of Inconvenience and problems because of it. It obviously caused your card usage to be flagged up as fraud."

- Turns out it wasn't actually the Visa problem, Nationwide cancelled my card on 10th May and never posted a new one out until I rang them on 4th June wondering what the heck was going on, and that one wasn't actually ever sent either, apparently a new card has now been sent on 10th June. I find it very odd that if there were "security issues" on my account I was still able to use it 21 days after they had cancelled it. So actually yes I will be blaming Nationwide

"Also two to three days to produce a new debit card is not a bad timing really I have had banks taken 7 to 10 days and naturally Nationwide like every other bank in the world as far as I know will post a debit card to the address they have on file for you"

I wouldn't have a problem at all with 2-3 days if that was actually the case, but it's not. I understand they are going to post it to the address on file. That's totally fine IF they had told me "we've had to cancel your card" - then I know to go to that address in X amount of days to pick up my card.

"I don't think it would have mattered if they had contacted you they were unlikely to accept you saying post a debit card to a different address ie my parents particularly as they had flagged up possible fraudulent use!"

I can't imagine it would have been an issue as actually my parents' address was the first ever address they have on file for me, it's also the address on my driving licence, passport and for electoral register.

"The address they have on file for you is the address they have and nothing will change that unless you for formally change the address to a different one"

I have now changed it over the phone - after asking twice in person in branch and neither time did they do it. Little did I know how much hassle it would be.

its_all_over

Sophie, could I make the suggestion you start using the "Quote" option, your posts are very difficult to read the strange way you are answering peoples posts at present.

Doozergirl

Do you have a new card now? You have done what you can do and written to Nationwide, they will reply

The amount of time and negative energy you're expending on this though is disproportionate to the actual problem. Paragraph after paragraph on here to no end.

Yes, it is annoying when you can't use your card. Hopefully you have one now and can forget about it.

Fact is, if you don't think about things, you can't be angry about them. I suggest you stop concentrating on how unhappy
You are about this one thing and find something else that you can be happy about.

mgdavid

SophieK2 wrote: »

"I simply don't believe that she was advised by Nationwide NOT to keep them updated of her current address - isn't that one of the basics of all banks' Ts & Cs?"

Where are you actually getting that from - I came on here to get advice about a card being cancelled with no prior warning that a new one was being sent out, until I was in a shop unable to pay. That's the whole crux of the issue. Of course Nationwide did NOT advise me NOT to keep my addresses updated - you are actually being ridiculous. Nationwide DID advise me to NOT change my registered address too often as it "affects your credit rating". This is what I was told in 2009, maybe it's changed since then and you can change your address once a week and no one will bat an eyelid.

I am getting it from para 4 of your OP -
"so much for security then, especially when I was told not to keep changing my residential address because it affects your credit rating)"
- but I see in your latest post you've changed your story, did you ask them how often 'too often' was?

18cc

Now I don't understand - you say NW cancelled your cared 10th MAY and that you don't have any other cards or cash and it was only in June that you noticed it wad cancelled. You can't use it very much then?

anmarj

I answer to your question, i was on the phone to a company trying to make payment, and the processer made a hash of it, so it got blocked by the bank as suspicious, that is how I knew what the transaction was. Simple deduction on an issue that had happen.