Can order new cards for numerous accounts ... except the one needed. BoS

JustAnotherSaver

My sister told me today that she still hasn't had a replacement card for one of her Bank of Scotland accounts. The card she has expired last month.

So when she logs in to her online account to order a replacement, there's the 2 Halifax accounts listed that she could order a card for if she wanted and there's 2 of the 3 BoS accounts listed that she could order a card for.

All except for the one she needs to.

I find these things usually get sent out like a month or so in advance. It's not like car insurance renewal where you get it about 2-3 weeks beforehand. I've always had new cards well in advance.

What gives?

YorkshireBoy

Did she use the previous card at all, or just use the account like many of us on here have done for years?
If the latter that'll be why. In my experience an increasing number of banks don't issue new cards if the current ones aren't being used. Santander was the most recent for me, but RBS have taken the same approach with me previously.

colsten

How did she log in - with her Halifax login or her BOS login? 

When did she last see the missing account online?

When did she last make any transactions for the missing account?

What is the title of the missing account?

gt94sss2

If she has the app a card can be ordered in the app. If it's not showing, just use the in-app chat option to request one

JustAnotherSaver

In order...

* She has used it although not often.

* Logged in via Halifax login.

* The account isn't missing. It shows perfectly. She clicks it and goes to 'other services' or whatever it's called where you can order a new PIN or card and then the next page displays 2 of 2 Halifax accounts and 2 of 3 BoS accounts that she can order a card for. When she goes back to the main page, all 5 accounts show.

* Money goes in to the account on the 1st of the month each month

* The title has been renamed to Holiday - since it's the account she uses to put aside money for Holidays. It's actually one of their Vantage accounts.

* She hasn't got the app but can try it if all else fails.

Scrounger

She needs to call CS on 0345 720 3040 and request a new card - I tried all other options, even chat, with no success.

Scrounger

md258

Perhaps the card was returned back to BoS when it was sent out (postal mistake etc) and they won't send another until the address is updated or confirmed? I'd expect that to be all accounts though, not just one.

jonesMUFCforever

If a card is not used in a 12 month period it will not automatically be renewed.
I know a few posts up it was stated that the card was used but not often - how often and how long ago??

JustAnotherSaver

Scrounger said:

She needs to call CS on 0345 720 3040 and request a new card - I tried all other options, even chat, with no success.

Scrounger

Thanks. This sounds like it might be the answer.

For those talking about auto renewal - i get your point. That doesn't address the fact that the option to MANUALLY renew has disappeared yet is still there for 2 of the other BoS accounts, 1 of which hasn't been used in years & certainly way less than the one she's asked about.

colsten

If it is a BOS account, she needs to log in with her BOS credentials.

Whilst you can see all BOS and Halifax accounts with either logins, you can't do everything

1. with your BOS accounts if you log in with your Halifax credentials, or
2. with your Halifax accounts if you log in your BOS credentials

For example, if I log in with my BOS credentials, I cannot see the Halifax rewards tracker. It seems you can also not request a BOS card if you log in with your Halifax credentials.There might be all sorts of other things that you can't do if you don't log in with the credentials of the account you want to do things with........

Sun-Is-Fun

This has happened to me also this month. No new card sent. No option to replace online or in app, yet you can with other accounts. I'll have to give them a call.