Questions of Cash: Red card for Abbey at Christmas time

Q. My Abbey card expired in November. Towards the end of the month, I was told it was on its way. On the last day of November I phoned again and was told my card had been sent to an address I lived at five years ago. I was promised a new card. I have a one-week-old baby, I am due to move home in the next two weeks, and I need access to my account. Now I can't even do my Christmas shopping.
PA, by email.

A. Abbey's spokesman says: "It's common knowledge that the bank is in the process of one of the largest changes to its IT and processes ever seen in the UK, which involves moving 18 million customers to a new banking system. Part of this involves improving inconsistent historic information we had about a small number of customers. This is a relatively straightforward procedure, but in some instances it requires some manual inputting of data. We are taking every opportunity to verify this information, and where appropriate we ask our staff to reconfirm addresses if we believe there is a discrepancy between the customer address and external sources (such as a credit reference agency) or between products. In this instance, it looks as though this was not fully updated." Abbey says there was a human error, which has now been corrected. It has offered you 100 compensation.

Q. I decided to buy my holiday euros on the internet and found that M&S Money offered the best rate and free home delivery. I filled in the order form online and submitted it, then another window opened asking me to decide whether I would authorise this transaction or not. Suddenly I realised I would not be home to receive the money, so I clicked "no thanks" and closed the window. No order or purchase confirmation was sent to my email. Two days later, my husband phoned me to say money had been delivered. I checked my bank account and the amount had been deducted. I need the euros, so there is not a problem. But why did the transaction go through if I did not authorise it? And why was there no emailed confirmation of it? MC, by email.

A. The authorisation request was in respect of whether you wished to use Mastercard's secure payment system, Securecode. You had already completed the transaction as far as M&S Money was concerned. M&S Money does not confirm a transaction by email as they believe this would create a potential security risk if another person read the email and realised that cash was being sent by mail.

Q. We booked flights to Prague with easyJet for July this year, also booking a hire car with Europcar through the website. We were promised that if the flight was delayed, a representative of Europcar would wait with our car. But when we arrived, the Europcar desk was closed and we were an hour away from our destination. We rented a car instead from Czechocar. We have written to easyJet and Europcar four times seeking repayment of our 70 deposit, but have had no reply. SS, Guildford.

A. Europcar confirms that easyJet properly received your reservation, but says that for reasons it is investigating, this reservation was not logged by Europcar's Prague airport office. It has now repaid your 70 deposit, plus 50 compensation.

Q. I ordered a pair of weighted exercise shoes in my usual size online from Love Those Shoes for 115. When they arrived, I wore them in the house for 15 minutes to try them, after which I had a big blister on one heel. The company refuses to exchange them although its literature says customers can do this. I was told that by wearing them I had accepted the shoes and an exchange was not possible. I only wore them in the house and they are undamaged. AR, Hertfordshire.

A. At our request, Love Those Shoes agreed that you could return the shoes so it could inspect them for wear. If there were no signs of wear, it would exchange them. Love Those Shoes says that it found "signs of wear excessive to simply trying the shoes for fit and suitability" and "discolouration and soiling". It says it could not resell the shoes and refuses to accept the shoes back. It has sent them back to you.

Questions of Cash cannot give individual advice. Please do not send original documents. Write to: Questions of Cash, The Independent, 191 Marsh Wall, London E14 9RS;

Independent Partners; request a free guide on NISAs from Hargreaves Lansdown

Alan Bennett has criticised the “repellent” reality shows which dominate our screens
tvBut he does like Stewart Lee
Life and Style
The Google Doodle celebrating the start of the first day of autumn, 2014.
Arts and Entertainment
Sheridan Smith as Cilla Black and Ed Stoppard as her manager Brian Epstein
tvCilla Episode 2 review: Grit under the glamour in part two of biopic series starring Sheridan Smith
David Moyes and Louis van Gaal
Life and Style
Vote with your wallet: the app can help shoppers feel more informed about items on sale
lifeNew app reveals political leanings of food companies
Former Governor of Alaska Sarah Palin, left, with her daughter, Bristol
newsShe's 'proud' of eldest daughter, who 'punched host in the face'
New Zealand fly-half Aaron Cruden pictured in The Zookeeper's Son on a late-night drinking session
Arts and Entertainment
Salmond told a Scottish television chat show in 2001that he would also sit in front of a mirror and say things like,
tvCelebrity Trekkies from Alex Salmond to Barack Obama
Life and Style
Carol O'Brien, whose son Rob suffered many years of depression
healthOne mother's story of how London charity Maytree helped her son with his depression
Arts and Entertainment
The cover of Dark Side of the Moon
musicCan 'The Endless River' carry on the tradition? See for yourself
Life and Style
food + drink
Rob Merrick's Lobby Journalists were playing Ed Balls' Labour Party MPs. The match is an annual event which takes place ahead of the opening of the party conference
newsRob Merrick insistes 'Ed will be hurting much more than me'
A cabin crew member photographed the devastation after one flight
A new app has been launched that enables people to have a cuddle from a stranger
voicesMaybe the new app will make it more normal to reach out to strangers
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating

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

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Trainee / Experienced Recruitment Consultants

    £20000 - £25000 per annum + OTE £40,000: SThree: SThree are a global FTSE 250 ...

    Trainee Recruitment Consultant - Soho

    £20000 - £25000 per annum + OTE £40000: SThree: As a Recruitment Consultant, y...

    Trainee Recruitment Consultants - Banking & Finance

    £20000 - £25000 per annum + OTE £40,000: SThree: SThree Group have been well e...

    Quantitative Risk Manager

    Up to £80000: Saxton Leigh: My client, a large commodities broker, is looking ...

    Day In a Page

    Secret politics of the weekly shop

    The politics of the weekly shop

    New app reveals political leanings of food companies
    Beam me up, Scottie!

    Beam me up, Scottie!

    Celebrity Trekkies from Alex Salmond to Barack Obama
    Beware Wet Paint: The ICA's latest ambitious exhibition

    Beware Wet Paint

    The ICA's latest ambitious exhibition
    Pink Floyd have produced some of rock's greatest ever album covers

    Pink Floyd have produced some of rock's greatest ever album covers

    Can 'The Endless River' carry on the tradition?
    Sanctuary for the suicidal

    Sanctuary for the suicidal

    One mother's story of how London charity Maytree helped her son with his depression
    A roller-coaster tale from the 'voice of a generation'

    Not That Kind of Girl:

    A roller-coaster tale from 'voice of a generation' Lena Dunham
    London is not bedlam or a cradle of vice. In fact it, as much as anywhere, deserves independence

    London is not bedlam or a cradle of vice

    In fact it, as much as anywhere, deserves independence
    Vivienne Westwood 'didn’t want' relationship with Malcolm McLaren

    Vivienne Westwood 'didn’t want' relationship with McLaren

    Designer 'felt pressured' into going out with Sex Pistols manager
    Jourdan Dunn: Model mother

    Model mother

    Jordan Dunn became one of the best-paid models in the world
    Apple still coolest brand – despite U2 PR disaster

    Apple still the coolest brand

    Despite PR disaster of free U2 album
    Scottish referendum: The Yes vote was the love that dared speak its name, but it was not to be

    Despite the result, this is the end of the status quo

    Boyd Tonkin on the fall-out from the Scottish referendum
    Manolo Blahnik: The high priest of heels talks flats, Englishness, and why he loves Mary Beard

    Manolo Blahnik: Flats, Englishness, and Mary Beard

    The shoe designer who has been dubbed 'the patron saint of the stiletto'
    The Beatles biographer reveals exclusive original manuscripts of some of the best pop songs ever written

    Scrambled eggs and LSD

    Behind The Beatles' lyrics - thanks to Hunter Davis's original manuscript copies
    'Normcore' fashion: Blending in is the new standing out in latest catwalk non-trend

    'Normcore': Blending in is the new standing out

    Just when fashion was in grave danger of running out of trends, it only went and invented the non-trend. Rebecca Gonsalves investigates
    Dance’s new leading ladies fight back: How female vocalists are now writing their own hits

    New leading ladies of dance fight back

    How female vocalists are now writing their own hits