First direct accidentally cancelling my card

IronMan22

So I had to ring them to get my app account reset (new phone) and after I finished with them they called back - whilst on my account, the person had somehow cancelled my card as if lost/stolen.

They said a new one is on the way, and I would be able to use Apple Pay still, new card has updated etc. They said I would need to update payments like Netflix etc.

Has anyone had this before? I’m calling customer service tomorrow, because on the call the member of staff apologised but at the time I said well there’s nothing I can really do, it’s done - they apologised again but was pretty much like yeah, it is.

Yet having thought on, I’ve now got to make a number of changes where I use my current card for automated payments - some of which will be happening this week, and the card will fail, causing me more hassle. Given they do it for current account switches, it seems off they’ve not offered any help or gestures of goodwill, seeing as I’m not at fault. 

eskbanker

It's not really analogous to the current account switching service, which uses an industry-standard protocol to redirect certain types of transaction from one bank to another, so it seems unlikely that there's going to be much that they can do, although there is some sort of account updater facility that accommodates such card replacements, not sure if this works for the specific payment types (CPAs?) that you have set up, but worth asking.

You could also ask for some gesture of goodwill to reflect the inconvenience, even if they haven't proactively offered this, although you may need to log a formal complaint.

IronMan22

Thanks for that. Just spoken to someone, and one of the payments has already been declined. 

xylophone

one of the payments has already been declined. 

Make a formal complaint.

[Deleted User]

Why would you use a debit card for CPAs anyway.
Use proper Direct Debit (i.e. sort code/account number) and a credit card for exceptions.

IronMan22

xylophone said:

one of the payments has already been declined. 

Make a formal complaint.

I spoke to customer relations and they’ve picked up the complaint and given me a £50 gesture of goodwill. The person I spoke to was actually helpful and explained why they can’t transfer over payments for Netflix etc, but understood the frustration. They also showed me where I can get my new card details in the app, which I wasn’t previously aware of. 

Nebulous2

[Deleted User] said:

Why would you use a debit card for CPAs anyway.
Use proper Direct Debit (i.e. sort code/account number) and a credit card for exceptions.

A lot of subscriptions don't use direct debits. Netflix, music streaming etc. I've even got a fuel card which will only take money from a debit card.