Questions Of Cash: Co-op says sorry after debit-card mix-up sparks a 'No' from ATMs
Saturday 24 December 2011
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: firstname.lastname@example.org
Simon Read: Frozen in time - the expat British pensioners who deserve a better deal
Donald MacInnes: My wasted hours in the retail deserts of Dixons-Carphone
Bargain Hunter: From The Outsider to 1984, catch a cut-price classic, read it in the rye
Pension firms must ask consumers more questions, says City Watchdog
Money Insider: Smart alternatives to the pensioner bond
- 3 The enemy within: People who hear voices in their heads are being encouraged to talk back
- 4 British grandmother Lindsay Sandiford faces execution by firing squad in Indonesia
'We would evict Queen from Buckingham Palace and allocate her council house,' say Greens
French court convicts three over homophobic tweets, in case hailed as a 'significant victory' by LGBT rights campaigners
Greece elections: Syriza and EU on collision course after election win for left-wing party
British Muslim school children suffering a backlash of abuse following Paris attacks
Islamic history is full of free thinkers - but recent attempts to suppress critical thought are verging on the absurd
30,000 reasons why the rhetoric on immigrants claiming benefits can stop now
iJobs Money & Business
£30000 - £32000 per annum + benefits : Ashdown Group: A highly successful, int...
£18000 - £20000 per annum: Recruitment Genius: This rapidly expanding business...
£25 - 28k + Bonus: Guru Careers: An In-house / Internal Recruiter is needed to...
Negotiable: Recruitment Genius: A Tax Assistant is required to join a leading ...
Day In a Page
Hibernate during winter and make your living during the summer at this busy guesthouse with panoramic sea views, in the village of Lynton
A four-bedroom penthouse next to the Tate with direct views of St Paul's from two floors of luxurious living space
A four-bedroom detached home surrounded by spacious gardens and woodland, close to New Pudsey
An 18th-century, three-bedroom home near Langstone Harbour built from ships beams with vaulted ceilings and wood burning stoves
A five-bedroom semi-detached home with a mix of period and modern features in a popular and convenient location
This five-bedroom red-brick beauty overlooks the village green and sits in just under two acres of land
A three-bedroom villa with self-contained flat, minutes from Lake Windermere
A deceptively spacious, beautifully presented Georgian home with 3000sq ft of living space and five reception rooms
A five-bedroom Victorian home with four receptions, superb gardens and paddock in Pembury
An eight-bedroom house on the south side of the The Green with cinema, wine cellars and summer house
This 17th century beauty is full of rustic cosiness, while the detached home office means you can also run a business
Four exclusive apartments in a Grade II-listed former medical school with 2,275 sq ft of living space and 18ft ceilings
A five-bedroom terraced house on the popular Peterborough Estate, ideally located for both Eel Brook Common and South Park
A state-of-the-art farm-building conversion on the former Cliveden Estate, with 11,420sq ft of internal space, cinema and wine cellar
A three-bedroom, 15th-century cottage with original features in the picturesque village of Sissinghurst
A six-bedroom terraced house with large south-facing roof terrace, cinema room and wine cellar
A new seven-bedroom home built in Queen Anne-style with swimming pool and parkland views in Mortimer
A listed, four-bedroom farmhouse in the rural hamlet of Rushall with detached barn, four acres of gardens and paddocks
A first-floor flat with two bedrooms, a spacious reception room and communal grounds in a leafy part of London
A three-bedroom flat with a spacious rootop terrace and balcony, accessed from a private gated courtyard
A Grade II-listed pile with six bedrooms, stables and 39 acres of grounds in Standlake
A two-bedroom flat with boutique hotel-style interiors, close to the foodie haunt of West End Lane
A two-bedroom flat in a beautiful old vicarage, with many original features, close to the city centre
A three-bedroom 16th-century home with an aga kitchen, private gardens and heated outdoor pool, in Hadleigh
A three-bedrom home in sought-after Queen's Gate Mews, with Italian marble-finished bathrooms
Surrounded by glorious countryside in the village of Udimore, sits this impressive four-kiln oast and barn conversion
A five-bedroom house in the picturesque village of Kettlewell, north Yorkshire
An 18th-century former coaching inn with original staircase, open fireplaces and beams throughout
A Grade II-listed Georgian town house with three bedrooms and a south-facing courtyard, near Arundel Castle
Feel on top of the world at this über chic penthouse on the 37th floor of one of Europe’s tallest blocks.
A Grade II-listed Victorian villa with six bedrooms and two further cottages, all with spectacular sea views
A grade II-listed, Georgian cottage with mature 50ft garden, perfect for summer entertaining
A magnificent Georgian pile with turrets, seven bedrooms, a heated pool and four acres of gardens
Fairoak Farm has five bedroom suites, gym, outdoor swimming pool and golf course
Chic two-bedroom river-fronted flat with a private lift that delivers you directly to your home
A spectacular seven-bedroom Tudor pile, once owned by Henry VIII, with 18 acres of land
A seven-bedroom Georgian property previously used as a picturesque wedding venue
A split-level flat in a church conversion with two en suite bedrooms and 1,200sq ft of living space
A three-bedroom bungalow situated behind an impressive stone wall, £645,000
Windsor Castle overlooks this three-bedroom Victorian cottage located on one of Windsor's smartest roads
Chapel House is a former vicarage with nine bedrooms in the beautiful Upper Wye Valley
A five-bedroom B&B and separate owner's accomodation with potential for conversion
Enjoy summer by the Thames in this two double-bedroom converted warehouse in Rotherhithe village