We are always working to protect your account from fraud. Occasionally we might send you a new debit card to ensure your account remains safe and secure.
Why have I received a replacement debit card that I haven’t requested and before my existing card has expired?
We proactively issue replacement cards when there is a risk that the details of your existing card have been compromised. We act quickly to get a new card delivered to you whilst your existing card remains active. We do this with the aim of protecting your account whilst minimising inconvenience to you.
How do you know my debit card details are at risk of being compromised? Can you tell me how it happened?
Our fraud systems are constantly looking for indications that card details have been compromised. Once detected we do everything possible to protect your account and one of the steps is to replace your card.
There are several ways your card details could have become compromised or known to another person. A shop you have used online may have lost some of their customer details; another individual may have simply copied your details; or you may have used your card in a shop or at an ATM that had a card skimming device attached to it. These are just a few examples.
Although it is not possible to tell you exactly how or when your card details might have been compromised, rest assured we are committed to protecting your account from fraud.
What should I do next?
- Sign the back of your new card and start using the new card straight away, with your existing PIN. We'll cancel your old card within a week.
- Check your transactions on the Mobile app, Anytime Internet Banking or your regular statements.
If you see a transaction you don’t recognise you can find more information about the retailer and how to report fraud here
- If you want more information about managing your debit card you can find it here
How can I protect myself from fraud?
You can find useful information on our Security Centre webpage about how to protect yourself from Fraud including the more common ways that fraudsters target personal information as well as tips for safer shopping. In summary, we recommend that you:
Ensure you have up to date anti-virus software on your device. We offer Malwarebytes free of charge, you can find more information here
Research and consider whether the retailer is trustworthy before making a purchase with card details.
Check the retailer website is secure – look out for 'https' or the padlock icon in the address bar.
Regularly check your transactions on the Mobile app, Anytime Internet Banking or your regular statements and report any unrecognised transactions to us immediately.
Keep your card information safe by not responding to suspicious or unexpected calls, emails or texts asking for card details.