Debit card handed to station staff - next steps of the staff?

[Deafdoggie]

There used to be a £50 reward for retail staff if they retained a card reported as lost. I was still wondering whether that was still the case

That's only if the bank tell you to retain the card. It doesn't (and never has) apply to found cards. It's less of an issue now though as virtually all transactions are electronic, so transactions are just declined and there isn't an ability to keep spending on it at manual retailers.

 

[ivorytoast28]

Destroying it instantly has been the general rule here for years, but a few years ago my friend lost hers on a train at Copenhagen station, I was expecting it to have been destroyed if found but went back at the end of the day and the ticket office said someone had handed it in and we got it back, obviously a good result, but slightly concerning their policy wasn't to destroy

 

[mike57]

I found a purse on a train heading to Sheffield, and handed it to guard. I was able to alert the owner via social media as the name was relatively uncommon. Purse ended up at Lost Property in Leeds, which meant the owner had go to Leeds pick it up the next day as it was a special journey for them. They had already cancelled their cards but when they thanked me for handing it in they commented that cards were cut up but still in the purse.

I wonder what the most common lost property item is these days, phone chargers and leads must be up near the top.

 

[simonw]

Should definitely be cancelled and destroyed. Anyone who saw the card before you could have written down the card number and could use it for payments at any point in the future (even months after the card is returned).

Reallly? The amount of info you'd have to write down a thief would be better of pocketing it; and they wouldn't know your address so using it on line would fail.

 

[Horizon22]

Would give it a small 'grace period' to allow passenger to return (including a PA if possible with "initial.surname") but ultimately within an hour or so like others have said it would be logged & destroyed.

 

[AntoniC]

I was on a Northern train last saturday (Leeds to Carlisle) when I found a bag from the inbound journey - I handed it to the guard

 

[davews]

As somebody who recently had their debit card stolen, discussed in another thread...
Ringing the bank is a good idea but when I rang the HSBC lost card number I was put in a 20 minute queue! Yes, you can use their app if you have it and are aware of the facility, but logging into your online banking on a street corner in London may not be a good idea if the thief is still looking.

The procedure should be similar to my experience when I accidentally left my card at the checkout in Tesco a few years ago. They had cut the card in half and notified the bank and a new card arrived in a few days without me having done anything. Duly recorded in the log at customer services when I asked.

 

[janb]

On TFL, we cut it in half after two hours and put it in the bin, if unclaimed. If it’s within a wallet/purse, the same but keep the card within the wallet and process the whole thing as lost property. That’s the rules.

Yep, similarly my TOCs cash regulations allow for retention in a safe for up to 2 hours (possibly longer if owner identified and on their way back for it) and then card cut up (in 4 through the chip).

 

[PowerLee]

If I found a card my instinct would be to call the issuing bank or hand it in to a branch of the issuing bank if convenient.

My mother dropped her debit card while in her local bank & didn't notice until a short time later after returning home.

She rang up to report the card lost & it was already noted on the banks system that a member of staff had found it in branch & destroyed the card as it was there banks policy for any cards handed in.

 

[tankmc]

Call the bank. They all have a "Lost & Found" number on the pack.

 

[jon0844]

Call the bank. They all have a "Lost & Found" number on the pack.

As said above, they'll just ask you to destroy it. They won't ask you to send it anywhere, as you'd have to cut it up anyway, and they'll block it from that point anyway so have no desire to receive cards in the mail to destroy themselves.

With almost all phones now having NFC, I'd strongly advise everyone to activate Google/Apple Pay to make payments. For one thing, it's more secure having a virtual token/card on your phone to make payments, making the physical card more of a safety net (and as also said, many banks offer facilities to block certain features of a physical card).

 

[Howardh]

As said above, they'll just ask you to destroy it. They won't ask you to send it anywhere, as you'd have to cut it up anyway, and they'll block it from that point anyway so have no desire to receive cards in the mail to destroy themselves.

With almost all phones now having NFC, I'd strongly advise everyone to activate Google/Apple Pay to make payments. For one thing, it's more secure having a virtual token/card on your phone to make payments, making the physical card more of a safety net (and as also said, many banks offer facilities to block certain features of a physical card).

When abroad I use the Post Office's travelcard/creditcard - it's the one you top-up, and if lost or stolen can be cancelled via the app and the money retained to transfer to a new card. Must check my bank's app to see if that's possible with an ordinary card! Thanks for the head's-up on that!

But r/e lost cards on trains, I handed a small wallet that a lady had left behind to the guard, who looked through to see if we could identify the lady and maybe contact her that it had been found. There was a mixture of cards, including at least one with photo ID and while I understand credit cards may be cut up, I wonder what happens to all the others especially if unclaimed? Note the guard said she would "hand it in at Piccadilly".

 

[XAM2175]

But r/e lost cards on trains, I handed a small wallet that a lady had left behind to the guard, who looked through to see if we could identify the lady and maybe contact her that it had been found. There was a mixture of cards, including at least one with photo ID and while I understand credit cards may be cut up, I wonder what happens to all the others especially if unclaimed? Note the guard said she would "hand it in at Piccadilly".

They go through the lost property process as normal. Payment cards are a special exception because of the opportunity for misuse even if the card is later returned to its owner.

 

[Tubeboy]

Definitely local practice rather than 'the rules'. Different areas (and, indeed, different staff on different areas) do it differently; I've come across all the methods listed here - and then more.

No, it’s the rules. Ticketing and revenue book 7, page 16.

Bank cards


Single bank cards that are handed in as lost property must be destroyed and details of the card type and card holder’s name recorded in the Station Log Book. It is no longer necessary to contact the card issuer or send cards to the Lost Property Office.

If bank cards are included within items of lost property, they should be stored securely and if not claimed within 2 hours, the cards should be destroyed by cutting them in half.

You must keep the bank card with the item of lost property and despatch it to the Lost Property Office in the normal way.

 

[FGW_DID]

It seems to be standard practice, not just on the railway. A while back, my bank card was swallowed by the ATM at a building society. I went straight in and spoke to a member of staff who told me to notify my bank and request a new card as when the cards that are swallowed are retrieved, they will be destroyed.

 

[alxndr]

As said above, they'll just ask you to destroy it. They won't ask you to send it anywhere, as you'd have to cut it up anyway, and they'll block it from that point anyway so have no desire to receive cards in the mail to destroy themselves.

Calling the bank will make sure it's blocked though, preventing anyone else getting hold of it and using it, or using details they'd previously copied off it.

 

[Pinza-C55]

I got a free pen and a nice letter for handing someones wallet (with a NatWest card in it, and money) into a branch. I was 12 at the time so that was novel for a simple mind

I used to work at Paddington Underground station and about 1998 I found the First Class Status Pass of a senior railway manager - free First Class travel everywhere in the UK and I think Europe too. After I handed it into to the main line ticket office I was told I would get no reward because it was part of my job.

 

[jon0844]

The reward was only when a bank asked you to retain a card during the telephone authorisation process. I don't recall any reward for simply finding a card, or I'm sure I'd have got family members and friends to 'find' my cards all the time!!

 

[DNCharingX]

I'm very much in the minority here from what I'm seeing but I would be disappointed to have dropped my card on the platforms, realising shortly after, then returning to the station/platforms and being told "It's been cut up". Being financially handcuffed for four or so working days isn't great. I'd much rather the approach of holding the card and actively trying to seek out the owner, destroying it as a last resort. I would have frozen the card, as well.

That's just my perspective, though I'm sure many would appreciate that the card was cut up, as you don't necessarily require the card to spend money on it.

 

[jon0844]

You may not have it destroyed immediately but I guess there's a risk in keeping it for more than an hour or two, or a shift change.

 

[142blue]

Two announcements. No response it gets cut up but we do try to reunite

 

[AlterEgo]

Reallly? The amount of info you'd have to write down a thief would be better of pocketing it; and they wouldn't know your address so using it on line would fail.

The address check for my UK-based AMEX card is extremely lax, and will accept random American zip codes for postal codes. Many sites do not ask for an address at all.

 

[DeeGee]

I had a card handed to me a while ago as it was found during a public event I'm involved in. I kept it and called the bank, and they told me to cut it up, and that they'd send a new card out to the holder.

I believe that there's a function if you use Google/Apple Pay, it automatically updates with the new card details. Whether that means you can still use device-based cards when your physical cards are blocked, I don't know.

 

[Bletchleyite]

I had a card handed to me a while ago as it was found during a public event I'm involved in. I kept it and called the bank, and they told me to cut it up, and that they'd send a new card out to the holder.

I believe that there's a function if you use Google/Apple Pay, it automatically updates with the new card details. Whether that means you can still use device-based cards when your physical cards are blocked, I don't know.

It only does when you activate the new card on receipt. It's supposed to work with other saved-card retailers too but in my experience doesn't.

 

[adamello]

I had a card handed to me a while ago as it was found during a public event I'm involved in. I kept it and called the bank, and they told me to cut it up, and that they'd send a new card out to the holder.

I believe that there's a function if you use Google/Apple Pay, it automatically updates with the new card details. Whether that means you can still use device-based cards when your physical cards are blocked, I don't know.

once set up, the phone 'card' is a different card, and not linked to the physical one in your pocket - it has a different number and not affected by expiry dates / cancellations.

 

[Bletchleyite]

once set up, the phone 'card' is a different card, and not linked to the physical one in your pocket - it has a different number and not affected by expiry dates / cancellations.

This isn't true. Apple knows the "base" card, and blocking it definitely causes it to disassociate from Apple Pay.

 

[Clip]

Nationwide let you carry on using Apple pay if you lose your card. They even update it for you with your new details

 

[thelem]

I'm very much in the minority here from what I'm seeing but I would be disappointed to have dropped my card on the platforms, realising shortly after, then returning to the station/platforms and being told "It's been cut up". Being financially handcuffed for four or so working days isn't great. I'd much rather the approach of holding the card and actively trying to seek out the owner, destroying it as a last resort. I would have frozen the card, as well.

How would you feel if they returned the card to the wrong person and they spent your money? Could also be taken home by a dishonest member of staff. You'd then have to convince the bank that the transactions were fraudulent, and even if they do eventually refund you you'll be without access to that money while they process the claim. You can only freeze the card if you realise you've lost it.

Much safer to destroy the card and get the bank to send a new one. If they are nice they can call the bank on your behalf to get the ball rolling on the replacement card. Banks also prefer it because they don't like having to refund fraudulent transactions.

The address check for my UK-based AMEX card is extremely lax, and will accept random American zip codes for postal codes. Many sites do not ask for an address at all.

Merchants can choose whether they want to verify the billing address. If they do, then as well as blocking fraud it will also block some genuine transactions where the customer gets the billing address wrong. Some merchants prefer to accept the additional fraud so they can get those genuine transactions. Typically the address check looks at the house / flat number and the numbers in the postcode. The rest of the address is ignored, because there are often several correct ways of writing the same address.

 

[40129]

Having worked for the GPO and in numerous call center positions (including financial services), I would agree that normal practice when checking addresses is to use only the first line and the postcode. This is because the rest of the address does not have a standardized format that is universally used.

For example, my home address, if written in full, includes a house number and street name, estate/locality/district/village, postal town, county and post code. However, if asked to write out their full address, not everyone in my street would agree on everything bar the 1st line, post town and post code. Thanks to the original developer giving the estate its own name (presumably for marketing purposes), the local council and GPO trying to rationalize locality names, local snobbery (i.e. "we're not the same as the council houses") and GPO and local authority boundaries being different, there are at least four ways of writing the address in full, not forgetting that omitting the estate/locality/district/village and county lines is perfectly acceptable for the GPO to deliver mail.

 

[Cdd89]

passports should not be held in lost property but should have the top right corner cut off and be sent to the relevant Government address, they're not meant to be returned to the holder.

I’ve been bitten by this policy before, and while I understand the rationale, I’d be very grateful to anyone who broke it!

Passports are the most awful document to lose, not only because of the cost, expense and inconvenience of replacement, but also because for a few years thereafter you’ll find yourself called aside in every country you visit for a chat with an immigration officer about said passport loss. I think that only ended once the lost passport expired.