[ES] Banco español retiene tarjeta Revolut, no me la entrega. Spanish bank hold on to card Revolut


#1

Hello, a bank teller Bankia swallowed my card. I went to the next day to pick up the card and the bank employee refused.

she alleges that the Revolut card is not real, that it is a ‘means of payment’.
The employee says cancel the card because she does not think to give it to me

This is very strange
Every time a revolut is left in an ATM, it is necessary to issue a new one?

What I can do?

Hola, un banco español se queda con mi tarjeta y no me la quiere devolver. Estaba realizando una operación en cajero y al devolver la tarjeta se atascó. El ATM se tragó la tarjeta.

Fui al siguiente día al banco a recoger la tarjeta y la empleada se negó a dármela.
La empleada del banco dice que Revolut no es una tarjeta legal. Dice que es ‘un medio de pago’

La empleada dice que cancele mi tarjeta y pida otra o lo que yo quiera, pero que no me la devuelve.

¿Esto es legal? ¿cada vez que un ATM se trague la tarjeta hay que expedir una nueva?


#2

Hola @Limon :slight_smile:

Todo esto suena altamente irregular. La tarjeta es tuya y ningún empleado tiene por qué retenerla ni elegir si quiere devolverla o no siempre y cuando vaya debidamente identificada con tu nombre.

En primer lugar, pide que se te facilite esta información por escrito. Inténtalo firmemente.

Pide inmediatamente una hoja de reclamaciones y deja constancia de todo lo que se te ha indicado. Habla antes con el jefe o la jefa de oficina. Haz constar en la hoja de reclamaciones el nombre y apellidos de todas las personas con las que has tratado. Están obligados a facilitártela por la Ley General de Defensa de los Consumidores y Usuarios y podrías y deberías recurrir a la policia local para que dejen constancia si se negasen.

Una copia es para el banco, dos serán para ti. Conserva una y lleva la otra a la oficina de consumo que corresponda para iniciar la tramitación.

All of this sounds highly irregular. The card is yours and no employee has the right to retain it or choose whether to return it or not as long as it is properly identified with your name.

First, ask for this information to be provided in writing. Try it firmly.

Immediately request a complaint form and write down everything that you have been told. Talk to the branch manager first. Write down the name and surnames of all the people you have dealt with on the form also. They are obliged to provide it to you free of charge by the General Law of Defense of Consumers and Users and you could and should resort to the local police so that they leave a record if they refused to do so.

One copy is for the bank, two will be for you. Keep one and take the other to the appropriate consumer office to start the complaint process.


#3

Hola, gracias por contestar. Efectivamente este asunto huele muy irregular. Además tenía más de 20 tarjetas que decía que eran como la mía, es decir ‘método de pago’.

Esta mañana al ver que no me la daban con mi DNI por supuesto, fui a la policía nacional y les pareció muy raro.

Me recomendaron precisamente eso, pedir hoja de reclamaciones y si se negaban, llamar al 091 para que fuera la policía.

Lo siguiente que me ha recomendado la policía nacional, es con esa queja presentarla otra reclamación en el banco de España.

https://sedeelectronica.bde.es/sede/es/menu/ciudadanos/Reclamaciones___2e85b7714582d21.html

Pero me parece muy mal. Imagimate que solo tengo dinero en Revolut, ahora estaría en la calle.

Me parece un agravio muy fuerte.

Hello, thanks for answering. Indeed, this matter smells very irregular. I also had more than 20 cards that said they were like mine, that is, ‘payment method’.

This morning when I saw that they did not give me my DNI of course, I went to the national police and it seemed very strange.

They recommended me just that, ask for a claim sheet and if they refused, call 091 to be the police.

The next thing that the national police has recommended to me, is with that complaint to present another claim in the bank of Spain.

https://sedeelectronica.bde.es/sede/es/menu/ciudadanos/Reclamaciones___2e85b7714582d21.html

But I find it very bad. Imagine that I only have money in Revolut, now I would be in the street.

It seems a very strong grievance to me.


#4

Hey @Limon :slight_smile:

Even if it’s not logical and if doesn’t follow the general principle of following a logical, non-overlapping order when complaining, I’d simultaneously:

  • require the presence of the police if needed anytime, even just for testimonial purposes
  • complain to Bankia internally, written and through their phone SAC/CS (916 346 964)
  • present an official complaint form (Hoja de Reclamaciones / Consumo)
  • after the resolution, or earlier, depends on you, complain against them to Banco De España
  • also send a letter to Defensor del Cliente de Bankia.

#5

hello again, tomorrow I go to the bank and do paperwork
I’ll tell you how the matter is going

(I think what is the problem…

This original bank was Caja Ahorros Granada.
for for banking crisis went bankrupt…
Caja Ahorros Granada became Bank Mare Nostrum (BMN)

Bank Mare Mostrum again banking crisis went bankrupt

Now bank Mare Nostrum adsorbed by Bankia

Bankia is closing offices in Spain for competing with online banking
This particular office bank is among the following in closing.
Employees very angry with online cards
They say they are not legal, they are not authentic bank cards, they are like a ‘means of payment’, or check
That’s why they bother users to pay for a new card)

Thanks for you time