Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think Natwest should have cancelled my card when I told them it was lost?

30 replies

cleopatrathegreat · 08/10/2013 21:10

I managed to lose my debit card over the weekend - whether it fell out of my purse when I was out shopping or my toddler has swiped it from my bag and hidden it in my house somewhere...

Anyway, I went to my Natwest branch yesterday to report that I had lost it. The guy I spoke to was all "oh no, what a nightmare" and said not to worry, he will order me a new one and it should be with me in a couple of days.

However, I have just discovered that he did not cancel my old card. All he did was order me a new one. I did'nt specifically say to him that the old one needed to be cancelled but surely this is obvious? I now need to go back to the branch tomorrow (which is a bit of a faff tbh) and think that I will be having words. AIBU?

OP posts:
iloveny001 · 08/10/2013 21:12

I would presume they would cancel it. They have done when I've done the same. Though a new card would invalidate the old one automatically surely?

DuckworthLewis · 08/10/2013 21:14

Any loss will be covered by the bank, not you.

Banks make a big deal about 'keeping your money safe from fraudsters etc' when actually legally they have to bear the costs of any fraud (unless you have been 'grossly negligent'.

You informed them of the loss of your card, so you're fine.

Original poster
cleopatrathegreat · 08/10/2013 21:15

A new card will invalidate the old one once you start using the new one. I have'nt received it yet so the old/lost one is still working.

OP posts:
DuckworthLewis · 08/10/2013 21:16

yes, but if it is used, the bank will have to reimburse you for any money that is withdrawn, if it falls into a thief's hands...

Unexpected · 08/10/2013 21:17

How do you know the old one is still working?

eatriskier · 08/10/2013 21:59

My dad was given my sort number and bank account number by natwest a few years back. Thankfully I didn't worry about him being fraudulent with it. But nothing surprises me with them.

Nake99 · 08/10/2013 22:27

I had this exact situation with Natwest. The arsey lady at the customer services desk didn't cancel my card just ordered me a new card. In the mean time the card was being used in Thailand??? Someone managed to take £300 from my account. I was quite angry and went into complain to the manger. They refunded the money that day. Hmm!

LittleMissWise · 08/10/2013 22:32

There's a number on the card, I think it's 24hours, to report it lost.

Hang on, I'll go and get mine and post the number for you.

LittleMissWise · 08/10/2013 22:35

For debit card enquiries 08457 888 444

Lost card 0870 600 0459

HTH. Smile

Itsaboatjack · 08/10/2013 22:45

A few yrs back I reported my card as lost. Received a new one and was using it happily for a few months. Then one day I wore a jacket that I'd not worn for a while and the lost card was in the pocket. I used it in a shop, not realising that it was the old one, and it worked. I later got a letter from the bank saying my lost card had been used and was it me.

ArgyMargy · 08/10/2013 22:47

Why did you go in to the branch and not just ring the lost & stolen helpline? They sort it within minutes - they have to do it properly because its all recorded.

ArgyMargy · 08/10/2013 22:47

So YABU

RustyBear · 08/10/2013 22:53

Eatriskier - you give people your sort number and account number every time you write a cheque!

Itsaboatjack · 08/10/2013 22:54

^^ I rang lost and stolen (telephone bank, no branches). It wasn't done properly.

eatriskier · 08/10/2013 23:39

rusty dad went to deposit some money into one of my accounts so obviously had some details. However he came having been given the details for a completely different account. Was not happy at all. Angry

eatriskier · 08/10/2013 23:46

Oh and it wasn't a cock up. They said they couldn't pay into the one he had the no for so said they'd pay into another. He thought they were being very nice which they were. But then they said 'this is her other account number for future reference'

Original poster
cleopatrathegreat · 10/10/2013 09:12

What difference does it make whether I rang a helpline or physically went into a branch? I think the outcome should of been the same.

I went in yesterday to ask about my card not being cancelled. The girl I spoke to said they won't cancel it because I would then need a new pin and this means it takes longer to send it to me, so they had just ordered me a new card with the old pin. She said no one would be able to use the old card if it was found because they would need my pin. However I'm sure you can still use cards on quite a lot of online shops without needing the bank password thing that sometimes comes up. I actually received my new card yesterday as well - it was waiting for me when I got back, the postman had obviously been while I was out. It was a new card and had a new pin so I think that makes what the lady was saying bollocks. I was quite pissed off about the whole thing even more because she had a really patronising, snippy attitude like when I asked her for reiteration about something she was like "I just said that ..." . I don't think I particularly deserved to be spoken to like that.

OP posts:
jojane · 10/10/2013 09:21

Years ago dh (when just boyfriend, not even living together, different names etc) accidently used my cheque book and signed his name. Neatest allowed it to be cashed!

Original poster
cleopatrathegreat · 10/10/2013 09:28

Oh and when I asked her to cancel the card she said she could'nt at this stage as the new card had been issued. It just sounds like crap to me.

OP posts:
PatoBanton · 10/10/2013 09:31

Wow that's bonkers. Any time I've lost a card they have cancelled it immediately over the phone and then sent me a new one which I am able to use my old pin with.

I must have done this about 8 times in the last few years, I am always losing or snapping them.

IIWY I'd be having words with head office.

daddyorchipsdaddyorchips · 10/10/2013 10:01

How did you find out that they hadn't cancelled the old card?

onedogandababy · 10/10/2013 10:01

There's a reason natwest used to be (still is??) known as shatwest...
I used to work for a bank and chq's not in our name used to regularly be paid into our a/c...ta natwest...

PatoBanton · 10/10/2013 10:03

I'm sure there's a 'twat' in there somewhere Grin

PassTheCremeEggs · 10/10/2013 10:31

eatriskier - what do you think anyone can do with just your account number and sort code? Everyone gives this info out constantly (eg to your employer?) Alone they are of no use to a fraudster.

OP - I wouldn't worry, the fact you've ordered a new card should be enough to show your intention was to cancel the original. If the card has been used you'll get the money back. (How do you know it's still active though?)

WahIzzit · 10/10/2013 10:48

Yanbu

Natwest is a bit careless like that, have heard of similar things happening by a few people in the past.
With me, my debit card was about to expire and I chased it up to be told I should get a replacement soon through the post. Waited but didnt recieve it. Eventually I rang them, they said it must be lost and they have no idea where its gone, and then ordered me another which took longer than a couple of days as promised the 'lost' card eventually came through the post a fortnight later. Very strange!