Regional Australia Bank account holders at Dubbo whose key cards expired on September 30 are facing days of making alternative ways to access their money.
The financial institution offered an apology after it had been unable to provide replacement cards in time due to a “production issue” with a “third-party card provider”.
It acted to address the issue as a “matter of urgency” but customers with cards that expired at the end of last month have been impacted since October 1.
“The delay in cards is due to a production issue with our third-party card provider,” bank regional relationship manager Ben Luck said this week.
“The provider rectified this issue as a matter of urgency, and we expect customers to begin receiving their cards next week.”
When asked by the Daily Liberal about the extent of the impact, Regional Australia Bank said it only affected customers whose cards expired in September this year.
Regional Australia Bank sincerely apologises for this unexpected delay...Regional Australia Bank regional relationship manager Ben Luck
The bank is advising customers they have options to provide them with access to their funds.
Mr Luck said they could visit their nearest Regional Australia Bank branch to withdraw cash.
Or if they did not live near a branch, they could visit any credit union branch and request to do an agency withdrawal.
Alternatively, should the customer have an active card with another financial institution, they can transfer funds instantly by using PayID or Osko.
Any fees associated with cash withdrawals for affected customers during this period would be waived by Regional Australia Bank.
Customers can be assured that we have taken steps with our card provider to ensure this does not happen again...Mr Luck
Mr Luck said that as soon as the bank was notified of the delay, its service support team was engaged to phone each affected customer.
Where customers could not be reached via phone, staff left messages and or sent emails to notify them.
“Regional Australia Bank sincerely apologises for this unexpected delay, and encourages customers to seek advice by calling 132 067, emailing email@example.com or visiting their nearest branch,” Mr Luck said.
“Customers can be assured that we have taken steps with our card provider to ensure this does not happen again in the future.”
Five branches in the western region are among the bank’s more than 20 in NSW.