Common questions

All you need to know about your new card

General questions

Why is my card changing?

As part of our commitment to providing you with the best financial products and services we can, we have decided to change all of our customers' Maestro and Solo debit cards to Visa Debit. You can still use your new card to pay for goods and services on the high street, online or over the phone. In addition, your new card will also offer:

  • Increased protection - when you use your Visa Debit card to purchase goods or services you will now receive a higher level of purchase protection
  • Worldwide acceptance - you can use it at 29 million retailers around the world, wherever you see the Visa logo

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Why have I received a credit card?

Your new card is not a credit card. It is a Visa Debit card and it works in exactly the same way as your existing Maestro or Solo card. If you are in doubt, on your debit card the Visa logo appears in the top left corner of the card with the word debit printed below.

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Will my MasterCard credit card also be changing to Visa?

No. The changes we're making only affect Maestro and Solo debit cards. If you have a MasterCard this won't be affected.

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Will my Visa Debit act as a cheque guarantee card?

If you currently have a cheque guarantee card, your new Visa Debit card will also act as a cheque guarantee card.

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I don't want to change to Visa Debit, can I keep my Maestro card?

When we make the changeover, we need to make it to all of our customers' cards. Remember, Visa Debit will work in exactly the same way as your old card, and offers a number of additional benefits.

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My Maestro or Solo card hasn’t expired, can I keep using it even though I’ve been sent a new Visa Debit card?

When you receive your new Visa Debit card you should start using it immediately. You should destroy your card by cutting it through the magnetic strip and through the chip. Your existing card will be cancelled and will stop working before the expiry date stated on the card.

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I would like a Visa Debit card now, how do I apply?

Pop into your local branch or contact telephone banking. Remember, a Visa Debit card will be sent to you automatically before the end of 2010 if you have a Maestro or Solo card at the moment.

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When I receive my new Visa Debit card will I be able get an overdraft or go overdrawn accidentally?

If you have an agreed overdraft facility, this will not be affected by your new card. If your current card doesn't let you go overdrawn, your new Visa Debit card will work in exactly the same way.

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Will my Visa Debit card work exactly as my Maestro or Solo card did?

Yes, your Visa Debit card will work in exactly the same way as your Maestro or Solo did. Please note however if your Visa Debit card replaces a solo card (and begins with the numbers 4751 23) this can not be used in unattended Point of Sale terminals, such as those on trains or at petrol pumps.

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When trying to pay for goods on-line the website has no Visa Debit option, how do I use my card?

We are aware that a number of retailers do not appear to have a drop-down option for Visa Debit; unfortunately we are not able to control what options retailers have on their websites. You should look out for a Visa Electron or Visa Delta option, if neither of these are available look for the Visa option, by doing this should allow the payment to be processed. If you do however experience difficulty please let us know.

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Security

What is 'Verified by Visa' and NatWest Secure and how will it help me?

NatWest Secure using 'Verified by Visa' protects your card against unauthorised use when you shop online at participating merchants. If you complete a transaction online and the merchant is part of 'Verified by Visa' it will ask for your card number and the three-digit security number as normal. You will then be asked to verify this transaction by keying in your password.

Customers already enrolled for NatWest Secure can still use their existing password. If someone tries to use your card for a fraudulent on-line transaction, they won't be able to progress without your password. Therefore please ensure that your password remains confidential and is known only to you. The 'Verified by Visa' service is available wherever the 'Verified by Visa' logo is seen.

For existing customers enrolled for NatWest Secure, 'Verified by Visa' works in the exact same way for customers who use 'MasterCard SecureCode' with their Maestro or Solo card.

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What increased protection does Visa Debit offer me?

If you pay for goods & services with your Visa Debit card and they fail to arrive or are damaged when you receive them, we could help recover you payment. This may include companies that have gone into administration before you have received the goods and services. To take advantage of this you must have contacted the retailer directly to try and resolve the issue and been unsuccessful. If this does happen to you please contact your branch or call 01268 500877 and our dedicated team will be able to help.

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I use my card for online banking, will I need a new card reader?

No. You can carry on using your existing card reader with your new card. Your on-line banking service will automatically be updated with your new 16 digit card number.

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How do I keep my new Visa Debit card safe?

Criminals continually look for new ways to obtain your card or details relating to your card.

Remember - we may contact you to confirm that you have received your new Visa Debit card but we will never contact you and ask for sensitive information such as your PIN or the 3 digit number on the reverse of your card.

Safety tips

  • Never disclose valuable card or bank account information to anyone you do not recognise
  • Always keep your cards and card details in a safe place
  • Carefully check your statements upon receipt and report any unusual or suspicious looking transactions
  • Only shop at secure websites
  • Obtain additional online protection by signing up for ‘Verified by Visa’
  • Always print out and keep your order

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How do I make sure my PIN doesn't fall into the wrong hands?

Criminals are particularly keen on obtaining any PINs connected with your debit and credit cards. Whether banking online or entering your PIN details in a public place, you should always be vigilant.

Remember - we may contact you to confirm that you have received your new Visa Debit card but we will never ask for sensitive information such as your pin.

Chip and PIN tips

  • Always keep your card out of sight and in a safe place, and never let anyone else use it
  • Never tell anyone your PIN - not even your family, the bank or the police - and never write it down anywhere
  • When you receive a new PIN, memorise it straightaway and immediately destroy the slip
  • Do not share your password details with any third parties. Passwords should be known only to you. It's also good practice to change your passwords regularly
  • When considering a suitable password for an account or online application, avoid using family or pet names, birthdays or ages, which criminals could match from stolen data
  • Never use the same password for different accounts

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PIN and card numbers

Will this mean I get a new 16 digit card number?

Yes. Please remember to advise any companies whom your card may be registered with of the change (i.e. recurring payments such as automatic renewal of car or home insurance).

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Do I need to re-register for mobile phone banking or text alert?

No, your mobile phone banking and text alert service will be automatically updated to work with your new card.

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Will I still be able to use the same PIN?

Yes, your PIN number will not be changed.

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How will the change of my card number affect online banking? Will it update automatically?

Our online banking service uses account numbers and sort codes, so your new card won't affect the way you use this. If you store your card details on online shopping sites such as Amazon, you'll need to update your card information the next time you make a purchase from these sites.

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