Questions Of Cash: Co-op says sorry after debit-card mix-up sparks a 'No' from ATMs

 

Q I hold a joint current account with my husband with The Co-operative Bank. I recently tried to withdraw cash from ATMs in London, but my requests were declined. When I checked the validity of the card, I found it had expired in September.

My husband spoke to the call centre and was told a new card had been sent on 2 July, and I should speak to them personally. When I did that, I was told my husband, who opened the account, should do this.

My husband called the centre again and was promised a new card would be sent within three days. I waited for two weeks and did not receive a card, so I sent a complaint and have not received an answer. I have about £500 deposited each month from the DWP [Department of Work and Pensions] but I cannot withdraw any cash without the debit card. RA, London.

A Your debit card has now been renewed and despatched to you. A spokesman for The Co-operative Bank says: "The customers had cards on their current account which were due to expire September. They moved their current account to one of our packaged accounts in July 2010 and were provided with replacement cards at that point. However, they had no record of receiving these cards and continued to use the existing cards.

When these expired in September, replacements were not sent because our records showed they already had valid cards available. When they called to query the expired card, there was some confusion at our end. However, we sent new cards and a letter of apology along with a £100 goodwill payment."

Q I have tried to move funds electronically three times between Nationwide accounts. While these exit my FlexAccount, they never make it into the MySave account and appear again back on the next FlexAccount statement. I have carefully checked the account numbers and spoken with Nationwide to make sure I am doing things correctly. How much time does Nationwide expect account holders should take to successfully move money? And how long should I have to wait for a written response to a fairly simple query? DH, by email.

A You closed your old MySave account, moving instead to a new MySave Online Plus account, which pays a higher rate of interest, earlier this year. Nationwide says that the problem in making the transfers has stemmed from you failing to update your reference numbers when you moved MySave accounts. It says that if you use the new account number and new reference number – which needs to be changed online – then the transfers will be processed correctly. It apologises if the explanations provided verbally to you have not been clear enough. It insists that your correspondence was answered promptly.

Q I booked a holiday to Majorca for my wife and myself in February. The full cost was £1,220.47. We were scheduled to go away on 28 May, but unexpectedly my mother died on 22 May in her nursing home. I had to make funeral arrangements, and so had to cancel the holiday.

When I claimed on my travel insurance with Mondial Assistance, I was shocked that it refused to accept liability, saying that my mother had an ongoing medical condition, pulmonary fibrosis. I took out the insurance to cover the unexpected and although I was aware that my mother had a health condition, I was not sufficiently informed to know that this was life-threatening. This condition had lasted several years. PM, Armagh.

A The issue is not that your mother's condition was, unknown to you, life-threatening, but that she died from an existing health condition of any type. According to Mondial, this invalidated your insurance cover. The company says that, having reviewed your claim, it concludes that this "was correctly declined in line with the policy purchased". The insurer adds: "It is clearly stated in the insurance policy document that the policyholder will not be covered for any claim arising from a medical condition of a relative if they are aware of the condition at the time the policy was issued... The policy states clearly that any claims arising from a known condition will not be covered."

Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@independent.co.uk

Independent Partners; Do you need financial advice on your investments, pension or insurance? Book a free consultation with an independent Financial Adviser at VouchedFor.co.uk

News
people
News
Richard Blair is concerned the trenches are falling into disrepair
newsGeorge Orwell's son wants to save war site that inspired book
Life and Style
Audrey Hepburn with Hubert De Givenchy, whose well-cut black tuxedo is a 'timeless look'
fashionIt may be a paradox, but the industry loves it
Arts and Entertainment
The pair in their heyday in 1967
music
Life and Style
fashionFrom bathing dresses in the twenties to modern bikinis
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Guru Careers: Software Developer / C# Developer

    £40-50K: Guru Careers: We are seeking an experienced Software / C# Developer w...

    Neil Pavier: Management Accountant

    £45,000 - £55,000: Neil Pavier: Are you looking for your next opportunity for ...

    Sheridan Maine: Commercial Accountant

    £45,000 - £55,000: Sheridan Maine: Are you a newly qualified ACA/ACCA/ACMA qua...

    Laura Norton: Project Accountant

    £50,000 - £60,000: Laura Norton: Are you looking for an opportunity within a w...

    Day In a Page

    Abuse - and the hell that came afterwards

    Abuse - and the hell that follows

    James Rhodes on the extraordinary legal battle to publish his memoir
    Why we need a 'tranquility map' of England, according to campaigners

    It's oh so quiet!

    The case for a 'tranquility map' of England
    'Timeless fashion': It may be a paradox, but the industry loves it

    'Timeless fashion'

    It may be a paradox, but the industry loves it
    If the West needs a bridge to the 'moderates' inside Isis, maybe we could have done with Osama bin Laden staying alive after all

    Could have done with Osama bin Laden staying alive?

    Robert Fisk on the Fountainheads of World Evil in 2011 - and 2015
    New exhibition celebrates the evolution of swimwear

    Evolution of swimwear

    From bathing dresses in the twenties to modern bikinis
    Sun, sex and an anthropological study: One British academic's summer of hell in Magaluf

    Sun, sex and an anthropological study

    One academic’s summer of hell in Magaluf
    From Shakespeare to Rising Damp... to Vicious

    Frances de la Tour's 50-year triumph

    'Rising Damp' brought De la Tour such recognition that she could be forgiven if she'd never been able to move on. But at 70, she continues to flourish - and to beguile
    'That Whitsun, I was late getting away...'

    Ian McMillan on the Whitsun Weddings

    This weekend is Whitsun, and while the festival may no longer resonate, Larkin's best-loved poem, lives on - along with the train journey at the heart of it
    Kathryn Williams explores the works and influences of Sylvia Plath in a new light

    Songs from the bell jar

    Kathryn Williams explores the works and influences of Sylvia Plath
    How one man's day in high heels showed him that Cannes must change its 'no flats' policy

    One man's day in high heels

    ...showed him that Cannes must change its 'flats' policy
    Is a quiet crusade to reform executive pay bearing fruit?

    Is a quiet crusade to reform executive pay bearing fruit?

    Dominic Rossi of Fidelity says his pressure on business to control rewards is working. But why aren’t other fund managers helping?
    The King David Hotel gives precious work to Palestinians - unless peace talks are on

    King David Hotel: Palestinians not included

    The King David is special to Jerusalem. Nick Kochan checked in and discovered it has some special arrangements, too
    More people moving from Australia to New Zealand than in the other direction for first time in 24 years

    End of the Aussie brain drain

    More people moving from Australia to New Zealand than in the other direction for first time in 24 years
    Meditation is touted as a cure for mental instability but can it actually be bad for you?

    Can meditation be bad for you?

    Researching a mass murder, Dr Miguel Farias discovered that, far from bringing inner peace, meditation can leave devotees in pieces
    Eurovision 2015: Australians will be cheering on their first-ever entrant this Saturday

    Australia's first-ever Eurovision entrant

    Australia, a nation of kitsch-worshippers, has always loved the Eurovision Song Contest. Maggie Alderson says it'll fit in fine