Six weeks ago I made a query through my bank’s online chat re. a new debit card they had apparently sent but which I hadn’t received. Having finally got past the chat bot somebody picked up and I put my specific query to them. There was an option for me to come back to the chat later which I did about 7 hours later. Nobody had messaged me back in the meantime and gave up until the next day. The next day my card arrived in the post, so I left it there.
Last week, trying to get cash with the new card for the first time from a machine I found out that they had cancelled the card. They are now telling me that the message that they had cancelled the card was there in the online chat, but when I checked from my banking app, it definitely isn’t! Could the message conceivably be there in their records whilst it isn’t showing in my own?
I have checked - the record shows the chat which was all me trying to get someone to respond, to today’s date & time showing at the end.