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Topic # 80020 25-Mar-2011 23:15 Send private message

I had to ring the bank as could't find my credit card anywhere but
99% sure was the 2 years old boy accidentally dropped it somewhere....

so for security I called the bank and told them the situation, rep suggested
locking my acct and told me to get a replacement card I said no, I dont want
a replacement card and said leave it for now please, then found my card about
2 hours later, tried to pay some bills online, declined, rang the bank again,
it was locked!

Then got told, once its locked, it cannot be unlocked, I had to get a rep now.......
So even told them I didn't ask for locking the account, I got told with 2 options:
1) pay 10 bucks and get a rep card
2) go somewhere else.....

I mean really?  you cannot unlock? is that common in credit card world?

anyway I was a big suck-up and paid the rep fee but boy, now had to change all
companies direct debits setup now, what a pain!

So to you all geeks, DO NOT call the bank and say you cannot find the card, once
they lock it, you are done, at least 3 days without credit card.....

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  Reply # 451923 25-Mar-2011 23:26 Send private message

this is correct. your bank did not own the credit card system. on top of that, it is done this way for security reasons.





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  Reply # 451925 25-Mar-2011 23:28 Send private message

I dont know what you expected? You get a new number on the card, hence the requirement for a new card. They are always going to mitigate their risk, after all its a credit cart -> their money.

I dont know what else they could have done (remebering they cannot just lock/unlock cards)?

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  Reply # 451926 25-Mar-2011 23:30 Send private message

I would imagine they can't unlock it for security reasons - imagine if you lost your wallet so call them up to lock it.

Then its gets handed into the police and given back to you. So you call up and they unlock it.

You don't know what this person has done with your card while it was not in your site - for all you know they might have made a copy and are waiting for it to be unlocked so they can releave you of all your money.

Makes sense really - just because in your situation you knew what had happened to the card while it was lost this is not always the case.

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  Reply # 451937 26-Mar-2011 01:02 Send private message

iistudio: So to you all geeks, DO NOT call the bank and say you cannot find the card, once
they lock it, you are done, at least 3 days without credit card.....


awesome - so if mr X steals your card, copies the number, hand it back to you ... and wait 3 minutes for the impatient unlock to happen ... ah bravo!! a whole new world, a new fantastic life ahead!

oh i see ... you mean there is no Mr X and it was under the pillow the whole time ... 5 months later you make a fraud complaint ... the bank has NO PROOF it was under the pillow the time it was missing, and you will have to pay ...

the very bad inconsiderate corporation that was created to wreak havoc in your life was actually trying to be cruel to be kind i reckon 

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  Reply # 451967 26-Mar-2011 10:09 Send private message

I suspect the moment you told them it was lost they would have locked it immediately as a matter of standard process/policy. Regardless of whether you consented or not to it. And yes, it will be irreversible.

Afraid you'll have to take up either option 1 or 2.

I realise (and agree) it sucks from an end users point of view, but as part of an overall larger picture it makes a lot of sense for the bank to be proactive in this way.




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  Reply # 452770 28-Mar-2011 14:15 Send private message

Ring the bank and make a complaint. They did not follow your instructions.

When you said "don't lock it" they should have explained that you would be liable for any charges made to it and asking you to confirm that you wanted to leave it unlocked.

Banks can put a hold on the card without locking it completely, they should have done this.

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  Reply # 452820 28-Mar-2011 16:38 Send private message

graemeh: Ring the bank and make a complaint. They did not follow your instructions.

When you said "don't lock it" they should have explained that you would be liable for any charges made to it and asking you to confirm that you wanted to leave it unlocked.

Banks can put a hold on the card without locking it completely, they should have done this.


It's not your money you'd be risking doing that, it's theirs.  If you got $5000 ripped off on that card, and then decided to bail, the bank would be stuck with a $5000 bill.

Remember the following rule: "This card remains the property of XXXX Bank Limited at all times".  It's even written on the card.

Your instructions aren't worth sod all, because it's not your card.  And they don't have to follow your instructions.  Your complaint would be round-filed. 

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  Reply # 452824 28-Mar-2011 16:47 Send private message

Kyanar:
graemeh: Ring the bank and make a complaint. They did not follow your instructions.

When you said "don't lock it" they should have explained that you would be liable for any charges made to it and asking you to confirm that you wanted to leave it unlocked.

Banks can put a hold on the card without locking it completely, they should have done this.


It's not your money you'd be risking doing that, it's theirs.  If you got $5000 ripped off on that card, and then decided to bail, the bank would be stuck with a $5000 bill.

Remember the following rule: "This card remains the property of XXXX Bank Limited at all times".  It's even written on the card.

Your instructions aren't worth sod all, because it's not your card.  And they don't have to follow your instructions.  Your complaint would be round-filed. 


The bank would not be stuck with a $5000 bill, they would make you pay. 

They are quite capable of putting a temporary hold on the card, it happens all the time when there are suspicious transactions.  Once the bank has contacted you if the transaction turns out to be legit they remove the hold, if the transaction is dodgy they recommend (strongly) that you have the card cancelled.

If they bin the complaint then it's straight to the banking ombudsman and they get in big trouble (if only for binning the complaint).

It should be quite straightforward to get the replacement card fee reversed.

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  Reply # 452826 28-Mar-2011 16:56 Send private message

Anyone who actually pays silly bank fees of this kind (Account, Transaction, Replacement card etc) fails at negotiation. I've never paid one in my life.




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  Reply # 452828 28-Mar-2011 16:58 Send private message

I'm with OP on this.  With credit cards, it's easy enough to take the card out of your wallet to make a payment online, and forget to put it back into your wallet, and then the next day, rush out the door, picking up the wallet and realising it's not there later in the day.

It's the right thing to ring the bank as soon as you realise to put a stop to any future transactions in the event that it wasn't accidentially left at home.  But if when you get home and notice the card was in the last place you left it, then there is no reason for the bank not to unlock it, unless the CC# was visible from outside the house, or your house was burgled.

Demanding $10 to replace the card due to the customer been extra cautious regarding security, means that in future, when there is actually a problem the customer will be less cautious about card security.

When I lost my mobile a few years ago, Telecom had it right, they were able to put a complete block on the phone until I was able to prove that I either had it or it was really lost as a seperate security measure.

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  Reply # 452829 28-Mar-2011 17:03 Send private message

ajobbins: Anyone who actually pays silly bank fees of this kind (Account, Transaction, Replacement card etc) fails at negotiation. I've never paid one in my life.


You've got me thinking it is time for me to ring my bank and do some negotiating on the few remaining account fees I still pay.

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  Reply # 452985 28-Mar-2011 23:13 Send private message

graemeh:
The bank would not be stuck with a $5000 bill, they would make you pay


the bank cannot ask you to pay for products/service that you dont use.

their insurance company will not pay them back. once the customer reported the card is missing, it is the bank responsibility to sort it out. 





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  Reply # 453014 29-Mar-2011 08:03 Send private message

i reckon they should allow it to be unlocked.

Technically it is possible.

From a security viewpoint it is also possible. Make people who lose cards go down to the bank and identify themselves.

So, why don't they do it? Probably too hard.


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  Reply # 453066 29-Mar-2011 10:49 Send private message

nakedmolerat:
graemeh:
The bank would not be stuck with a $5000 bill, they would make you pay


the bank cannot ask you to pay for products/service that you dont use.

their insurance company will not pay them back. once the customer reported the card is missing, it is the bank responsibility to sort it out. 


You need to read the terms and conditions of your card again.

They can do this.  If you check you will see you have to tell them when it is lost, you are liable for any charges until this point.  Now if the signature didn't match then you'd be able to fight it but if it's a convincing forgery you'd be relying on them being nice to give you a refund.

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