Account changes
We are starting to move our debit card provider from Visa to MastercardTM.
When your current Visa debit card expires or you need a replacement for a lost, stolen or damaged card, you may receive a new debit Mastercard rather than a Visa debit card.
Your new card will do everything your old card did and you'll get some great features. You can continue to use your existing PIN unless we've said we'll send you a new one.
With Mastercard, you have access to unforgettable experiences in the cities where you live and travel with Priceless Cities. Time is the most precious resource we have, so the Priceless Cities mission is to provide you opportunities to have meaningful moments with the people you care about.
Take a look at the latest exclusive experiences
When you receive your new debit Mastercard, you can use it straight away. Once you begin using your new card, your old Visa debit card will no longer work.
Your card number will change, so you'll need to update your card details on the websites you regularly use and for any annual subscriptions or recurring transactions such as car insurance.
We’re changing some of our telephone numbers from freephone to basic rate numbers (where local charges will apply) from 31 May 2022.
The key telephone numbers changing (which are included in your terms and conditions) are shown below:
| Reason for call | Current number | New number from 31 May 2022 |
|---|---|---|
| General customer services | 0800 587 111 | 0330 678 2811 |
| Financial support and unarranged overdrafts Reporting fraud/unauthorised transactions Data Subject Access Requests Lost and stolen cards Complaints Bereavement | 0800 587 111 | 0330 678 2811 or 0800 9 173 489 |
For some key services, we’re keeping freephone numbers. That includes numbers to report your card lost or stolen, report fraud or to contact our financial support and complaints teams.
Why are we making these changes?
We’re making these changes to our way of doing business because the costs of providing freephone numbers are rising and more customers are contacting us digitally.
Do you need to do anything?
There are no changes to how you manage your account but if you need to call us (and depending on what it’s about) you may need to use the new number. If you feel your account is no longer right for you, you can close it without additional charge (subject to your terms and conditions).