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Blunder sees M&S Bank cancel 'dead' customer's card

04 August 2015  |  4812 views  |  1 M&S card

M&S Bank cancelled the credit card, direct debits and standing orders of a customer after mistakenly marking her dead.

After Alison Lattimer visited the M&S Bank branch in Gateshead in June to transfer her account from TSB, a bungling staffer attached a note stating that she was deceased, according to the Newcastle Chronicle.

Within days her credit card was declined and then eaten by an ATM, while access to online banking was also blocked. Meanwhile, standing orders and direct debits for her salary, council tax, energy bills, dentist, gym membership and Sky TV were all cancelled.

In addition, the Post Office cancelled Lattimer's insurance policy and even sent a letter of condolence to her family. When she contacted them and had the policy reinstated, it was again cancelled after the bank insisted to the Post Office that she was dead.

Despite several phone calls and branch visits, the very-much-alive Lattimer was told by M&S Bank that she would have to re-set some of her standing orders herself.

The 56 year old told the Chronicle that the situation left her on the brink of a "nervous breakdown," adding: "“I am just very disappointed with them, it is not what I would expect from being a new customer."

The bank has apologised, credited her account to cover costs and offered an "additional sum" for the inconvenience caused.

Comments: (1)

Ketharaman Swaminathan
Ketharaman Swaminathan - GTM360 Marketing Solutions - Pune | 05 August, 2015, 09:17

At least this is one banking IT fiasco that won't be blamed on legacy.

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