Lost credit card dilema.

[Wacky Racer]

OK,

I own a busy retail business.

The other day a customer came in, paid for a purchase with his credit card (£13.95), he was very pleasant, we had a bit of a chat, and left the shop.

Five minutes later, another customer noticed he had left his credit card on the counter and mentioned it to me, I said "Thanks" and kept it behind and put it in the till for safe keeping, hoping the man would come back realising where he had left it.

Then, after half an hour, I thought to myself he may not want to use it for several more days and not realise it was missing, or might be worrying over the weekend where he had left it.

So, I decided to ring his card company, (The number was on the back) to explain what had happened, to request they contact him, tell him where he had left it and I would keep it safe for him

They said thanks for telling them, but there was a set procedure and I had to cut in in half and they would block it.

I said "That's a bit drastic, why don't I keep it a few hours to see if he comes back?"

The lady went away to ask her supervisor, came back and said "No, procedure dictates I cut the card up, and they had already blocked it"

Therefore, I did what they asked me to do, cut it in half, and they said they would contact him"

You can guess what happened next

The customer came back fifteen minutes later saying "Have I left my credit card here?"

I explained what had happened.....he said they had not contacted him (yet) and was extremely irate that I had cut his card in half, but he stormed off as I explained I was told to do this by HIS bank.

(Even if I hadn't cut it in half and gave it him back the card would have been blocked anyway)

Damned if you do, damned if you don't., I was only trying to help him.

I think next time, I will not contact the bank, but hold on to it securely for several days.


Opinions?

[Tyre Smoke]

Cool story bro.

So why didn't you just leave it for a couple of days? Nobody was going to use the card were they?

[anonymous-user]

Don't think I would have cut it up for a week or so.

Probably would have left it a few hours, maybe even the next day before calling the bank personally.

[SpeckledJim]

Well done for trying to help, but I’d have been frustrated as your customer was.

As the card wasn’t in a risky place in your safe-keeping, I think you should have kept it for a few days.

He’d have remembered the last time he used it and come back to you, or called his bank himself.

[NDA]

I lost my card last year and it was being used fraudulently in about 5 minutes. I guess the bank have certain protocols once the flag has been raised.

[Wacky Racer]

Yes, in future I won't cut it up, I won't even contact the bank, but to be fair to the bank they didn't know who I was so I suppose they have to err on the side of caution.

I don't blame the customer for being annoyed, I would have been too, but we live and learn, the bank said they would get another card out to him ASAP.

[NDA]

The issue, perhaps, is that you and I and the fellow who lost his card are technically 'normal'.

We are few and far between.

The bank assumes, probably quite rightly, that the vast majority of the population are clinical nutters.

[Tyre Smoke]

NDA said:

The issue, perhaps, is that you and I and the fellow who lost his card are technically 'normal'.

We are few and far between.

The bank assumes, probably quite rightly, that the vast majority of the population are clinical nutters.

And thieving fraudsters

[andyxxx]

The main thing is you did what you thought was best at the time.

You beehaved honest and honourably but will probably act slightly different next time, but hats off to you for bothering to try and do the best thing.

[NotBenny]

personally I'd have given it a day before phoning the card issuer knowing that it was safe in your possession, but push comes to shove you did the right thing, maybe just a little hastily.

[SpeckledJim]

NDA said:

I lost my card last year and it was being used fraudulently in about 5 minutes. I guess the bank have certain protocols once the flag has been raised.

Yes, once the bank know the card is not in your possession the ONLY thing they can responsibly do is block it. Otherwise they become responsible for whatever happens next.

[Jakg]

I can see both sides - I worked in a place where they were put in the safe "for a while" which in hindsight seems super risky.

Remember though that the card belongs to the bank - not the customer.

[Robertj21a]

I think you did the right thing. I think the customer will realise that too, in due course.

Unfortunately, there's always big problems around card usage and the banks have to be ultra cautious.

[GregK2]

He needs to be annoyed at himself, try not forgetting the credit card in the first place! It could have been worse for him. I would have appreciated your efforts OP. It's a few days without a credit card, hardly the end of the world.

[boxst]

I have been known to forget my credit card, especially in America where they take it away, swipe it put it in a nice holder and then you do a whole bunch of stuff after they return and leave: add tip, total it up, sign etc...

So whilst I would appreciate your diligence, probably leaving it a couple of hours rather than 35 minutes would have been better as I normally go to use my card again relatively quickly (certainly the same day) and then would call / visit and ask if I left my card.

[Roofless Toothless]

If that's all the thanks you get for trying to do the right thing, next time someone leaves a card behind, raffle it.

[mr mac i]

If you hadn't followed the instructions of the card owner (the bank) and it had somehow gotten into the wrong hands who would the customer have held responsible?

Same if you hadn't called the bank right away.

Got the same patter when I worked in retail as a student and always just pointed out the card belongs to the bank and I had no choice.... often after having called to authorise a card payment or cheque (remember them!) limits then (often £50-100) seem relatively low now!

[valiant]

Wait until he tries and get a refund off you,

“Certainly Sir, can I have your original method of payment please? Ohhh...”

[Blown2CV]

this type of scenario gets posted on the 'locals' facebook group in my area on an almost daily basis. One guy recently posted a lost card they'd found, with an image of the front of the card with name, account number, sort code, bank name all in the clear. Someone else then came along and said publicly oh i know this guy here is his mobile number! I told them they were dheads, and that they should not only delete the post straight away but also cut the card up. Almost no one agreed with me. I do actually work for banks. People also do things like "oh yea i handed it in behind the bar so they could look after it" like the person behind the bar is always going to be 100% trustworthy. You are doing no one a favour by keeping a lost card 'safe' as you might lose it yourself and in all likelihood they've requested a new one and it has arrived within a couple of days. Just cut it up.

[Ayahuasca]

Customer: I would like to report that my credit card has been stolen.

Bank: Don’t worry sir, we will block it right away.

Customer: No, don’t block it! The thief is spending less than my wife.