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Santander has set out what to do if your bank card is stolen while you are away on your summer holidays.
A worried parent of a customer got in touch with the bank over X to ask: “My son has had his card stolen in Benidorm, how do we get it blocked?”
The bank initially said he could report the issue using the app. A representative said: “If your son has access to the app, he can select ‘More’, then ‘Cards’ and he can choose the card he wants to report as stolen by selecting the ‘Report as lost, stolen or damaged’ option, or he can also reach out to us on Live Chat.”
But the parent said he did not have any electronics or access to the internet to do this.
The bank then asked: “We would need to speak to him over the phone or through Live Chat as we are limited in how we can assist over social media.”
The bank also suggested the customer could try using a phone that could receive international calls, which he may have access to where he was staying.
Express.co.uk also asked Santander what customers can do if they find themselves in this unfortunate situation.
The bank said that if a person has access to the internet, they can report it in app using the process above.
Another option is to report the issue using Online Banking. Santander explained: “Once customers are logged on, they can choose ‘More’, ‘Help and contact us’, then ‘Chat with us’.”
The bank also said: “If customers have a Mastercard credit or debit card, they can immediately temporarily freeze and unfreeze the card in the mobile app, if they think the card may have been misplaced.
Another person recently got in touch with the bank frustrated that their terminally ill father-in-law was struggling to do his banking.
They said: “Please advise how my elderly terminally ill father-in-law can access his money.
“He cannot speak on the phone, he cannot leave the house and cheques he is writing you are refusing to cash because his handwriting has deteriorated. How can he get his money?”
The bank said they could email twitter@santander.co.uk for his case to be looked into.
In this situation, a customer can set up third party access for someone else to manage their funds.
You can also organise a Carers Card, a separate account allowing two carers to carry out daily tasks such as food shopping on someone’s behalf.
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