Right Working Romantic Related Learning Friendly Healthy Legal Inspirational Unfiltered

There’s No Accounting For This Mixup

, , , , | Working | June 5, 2021

I have two debit cards. [Card #1] is attached to my checking account and [Card #2] is attached to my savings account. In the first week of February, I receive an envelope from my bank with a new debit card, [Card #3]. It ends in the same four digits as [Card #1] but has a different expiration date and security code. I just got [Card #1] a few months ago and it’s nowhere near expiring, so I’m not sure why they sent me a new one. I call the number on the back of the card to get assistance.

Me: “I received a new debit card in the mail, but I never ordered it and my current card isn’t expiring for a few years. I was wondering if maybe you sent this card by mistake?”

Representative #1: “Let me check on that for you… Yes, it appears that you have two cards attached to [Checking Account].”

Me: “Yeah, I only want [Card #1] to be attached to it. I don’t know why they sent me [Card #3].”

Representative #1: “I am so sorry for the confusion. Would you like me to go ahead and cancel [Card #3]?”

Me: “Sure, as long as I’ll still be able to use [Card #1].”

Representative #1: “I’ve cancelled [Card #3] and the debit card you already had should still work fine. Is there anything else I can help you with?”

Me: “No, thank you. You’ve been such a big help!”

A week later, I am buying groceries with [Card #1] and it is declined. I try with [Card #2] and it is also declined. Thankfully, I have a credit card for emergencies, so I use that to pay for my groceries. I brush it off as a fluke, but the same thing happens the next day when I go to a cafe. I call the bank as soon as I get home.

Me: “Both my debit cards have been declined when they were working just fine a few days ago. I called last week about a duplicate debit card so that might have had something to do with it?”

Representative #2: “I see what happened. [Representative #1] didn’t see the note on your account that [Card #1] was compromised, which is why we sent you [Card #3]. [Card #1] was automatically cancelled after you received [Card #3], and then she cancelled the new card. You should have gotten a letter saying that [Card #1] had been compromised.”

Me: “I don’t think I got a letter but I could have easily missed it by mistake. So, I have no debit card attached to my checking account?”

Representative #2: “That is correct. I apologize for the confusion. I would be happy to transfer you to Account Services to order a new debit card.”

Me: “That would be very helpful, thank you.”

I’m on hold for about forty-five minutes before I get to talk to the next rep, who takes my information and my explanation.

Representative #3: “That’s a problem for Account Services. I’ll transfer you to them now. By the way, if you ever have a problem with your debit card, you should call the number on the back of the card.”

Me: *Thinking* “I did call the number on the back of my card, and your colleague was the one who transferred me to you in the first place, but whatever.”

Representative #4: “Account Services, how can I assist you today?”

Me: “Yes, I’d like to order a new debit card, please.”

Representative #4: “Is this for [Checking Account]?”

Me: “Yes. You should be able to see I currently have no cards associated with that account.”

Representative #4: “All right, I will have a new card sent out to you in three to five business days! Is there anything else I can help you with?”

Me: “No, thank you. You’ve been a great help!”

Fast forward about a week to today. [Card #2] has decided to work again so I’m able to pay my bills, but I’m anxious to get my new card. I check the mail and find two envelopes from my bank. One is the infamous letter telling me that [Card #1] has been compromised and they will be sending me a new card. The letter is dated a few days after [Card #3] came in the mail. The other envelope contains a shiny new debit card which is an exact copy of [Card #2]: same number, same expiration date, and same security code. I call the number on the back.

Representative #5: “How can I help you today?”

Me: “I just received a duplicate of [Card #2] that has all the exact same information. I had ordered a new card for [Checking Account] which was supposed to have arrived by now, so I think there was a mixup.”

Representative #5: “I see someone called on [date last week] to order a duplicate card. Was that you?”

Me: “Yes, that was me, but I didn’t order a duplicate of [Card #2]; I wanted a new debit card for [Checking Account]. My card was cancelled due to a mix-up and I need a new one.”

Representative #5: “I understand. I apologize for that mistake. Just to be safe, I recommend getting rid of [Card #2] and using [Card #4], instead. It should work fine since it has all the same information as [Card #2]. In order to get a new card for [Checking Account], you need to fill out an application. Would you like me to transfer you to Account Services to complete that now?”

Me: “Yes, please. Thank you for your help!”

Representative #6: “How can I help you today?”

Me: “I need to apply for a new debit card for [Checking Account]. I have my account open on my computer. Can I apply through the website?”

Representative #6: “Certainly! I’d be happy to walk you through that.”

It takes about thirty seconds to complete the “application,” which is literally just confirming my contact information and pressing “submit.”

Me: “Is that all I have to do?”

Representative #6: “Yes, you will receive your card in seven to ten business days! We normally try to keep shipping times lower, but there have been a lot of mail delays recently.”

Me: “I completely understand. We’re due to get some bad weather here soon. I appreciate your help and hope you have a great day!”

Representative #6: “You, too. Stay safe!”

Most everyone I spoke to was super nice throughout the process, but I am exhausted by how difficult it was to complete a process that could have been done in just a few clicks if there hadn’t been so much miscommunication. Fingers crossed that my new debit card arrives soon and is actually attached to the correct account.

Question of the Week

Has a customer ever made an impossible demand? Tell us your story!

I have a story to share!