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Why doesn’t Nationwide send me a new card after mine was cloned?

A wallet with notes and cash.
With no debit card the only choice is to carry around cash. Photograph: John Stillwell/PA

At the beginning of December I was unlucky enough to have my Nationwide debit card cloned, and almost two months on I am still waiting for a replacement to arrive, which is causing me huge problems.

I have repeatedly been told that my new card will arrive in three to five days, but it never materialises.

I am at my wits’ end as I work all over the country and carrying large amounts of cash is not acceptable. I have wasted so much time in branch. Can you help? TJ, by email

It seems that the problem was due to the fact that you had previously declared yourself as bankrupt and it was the bankrupt marker on your file that was preventing a new card from being issued.

Why Nationwide had not spotted this previously is unclear. However, it has now sorted this out.

It is sending you the non-contactless card that you have asked for, and has offered to pay £200 compensation.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions

This article titled "Why doesn’t Nationwide send me a new card after mine was cloned?" was written by Miles Brignall, for The Guardian on Tuesday 13 February 2018 07.23am

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