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★☆☆☆☆

“Won't send a new debit card whilst abroad”

written by AmritBhupal on 28/09/2013

I first opened an account with them in 2011 having heard about the 'free cash-withdrawals abroad.' I was living abroad at the time but was returning home for a week or so which enabled me to open the account. I had to travel all the way to Lincoln (the closest branch to Nottingham) to open the account. Here I made it aware to them that I lived abroad and was only asked at the time 'do you have an address in the UK?'

A week later, before my card and pin had arrived, I returned abroad and had the card and pin forwarded from my UK address by my parents. Pretty normal behaviour you may think, well not with the N&P. I received my card in the post only to find that it wasn't working at any ATM or shop. I did the obvious thing of calling the branch where I opened the account, told them of my difficulty abroad and they duly sent me a replacement.

This card worked fine for the next two years, after which it stopped working (probably due to wear and tear). Still abroad at the time, I called the N&P call centre and told them of my difficulty and if they could send me a new card. The operator replied quite abruptly 'we're unable to send you a new card whilst abroad'. Finding myself stuck abroad with no money and no access to my money was one of the worst experiences I've ever had, however I ended this conversation politely. I figured there's no appropriate reason for this policy, and it hadn't been a problem for them in the past.

I then called the call centre again a few days later, spoke to a different operator without telling him of my current location and asked for a replacement card, which he duly obliged. Problem solved you may think, again not with the N&P; a few minutes later I received a call on withheld and it was the same chap, only this time much more abrupt. The conversation ended with 'you're phone has a specific ringing tone when abroad, this is all in the bank policy and I've cancelled your replacement card.' Not the nicest experience when you're abroad, alone, without any money.

Having made subsequent complaints to the N&P they still haven't explained why I received the card in 2011, and why I wasn't told about this policy at the time of opening the account despite my branch knowing full well of my situation. Furthermore they haven't given valid reasoning for the policy, providing me with patronising explanations such as 'were protecting ourselves from fraud' or 'it's too greater risk.'

I have subsequently joined Metrobank London who don't have any problems sending a card to your UK address whilst your abroad.

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