My 28 year old step-son is on the Autism Spectrum and quite independent. He has great difficulties communicating though. About 2 months ago his Smart Access bank card through the Commonwealth Bank stopped working whenever he tried to use the pay-wave option, so he went into the bank with his mother and organised for a replacement card to be issued, which never arrived.
They went back into the bank a couple of weeks later, and the bank was adamant that the card had been sent, and the postal address was double checked to be correct. A new replacement was then issued. This too failed to arrive, and he now doesn’t have a card at all because the old one expired about a month ago and one of the bank’s ATMs confiscated it.
Another attempt was made to get a replacement card and yet again it didn’t arrive. The bank says it was sent and none of the replacements have been used. We checked with the post office where our post office box is located and they haven’t received anything in all this time that hasn’t gone into our post box, or been carded because it was a parcel.
The bank refuses to have the card sent to our local branch so he can pick it up from there and they won’t put any tracking on them when they go in the post so we can keep an eye on where they’re ending up, even when we offer to pay the extra for the tracking costs.
Today I contacted the bank via their official Facebook page, and the best they could suggest was that we phone them. The only problem with this is, they won’t talk to anyone except our son, who has no idea how to answer any of the questions they want him to answer in order to identify who he is, and so they won’t even look at his account because they don’t believe he is who he is, even after we explain his disability. They simply won’t let us talk on his behalf.
We are at our wits end and simply don’t know how we’re going to get a new card for him to use. He can use online banking, but being Autistic, he has to follow a set routine and that routine involves him using his bank card in a teller machine whenever he needs to withdraw some cash.
The bank doesn’t seem to care and they’re not prepared to come to the party when we suggest ways of getting around this. We’ll probably end up having to change his bank at this rate, which will be a further problem for his Autism as change is not something he can cope with.
Is there any way that we can force the bank to come to the party and send the card to a branch, or at least put some tracking on it when it gets posted out?