I have been a Guardian reader for more than 70 years and am hoping you will be able to help me. My daughter lives in Australia, and while visiting her a few years ago I bought a prepaid travel card from the Commonwealth Bank in Port Melbourne for my travels. There is now less than Aus$1,000 (£600) remaining in the account.
As I am becoming increasingly infirm and it is unlikely that I shall travel out there again, I asked my daughter, who has the second card and the pin number, to withdraw the money. The bank has refused to allow her to do so and made her feel like a criminal. I have tried to ring the bank on the number she gave me but to no avail. I have to go through an international operator and am told that the number is “not available” on this line.
My daughter has been back to the bank several times but has had no joy. Can you suggest what I should do next? I am inclined to give up since any remedy I can think of may cost more than is in the account. AC, Sheffield
There must be thousands of prepaid cards lying abandoned in people’s homes, though few will be holding quite such a large credit as yours. You and your daughter’s efforts to get the money failed partly because your card had expired and your daughter had moved house. It seems the bank couldn’t verify that the money was rightfully yours.
Happily, we were able to intervene on your behalf with the Commonwealth Bank’s head office in Australia and, after 20 emails were sent back and forth with passport details etc, the money has been paid into your daughter’s local bank account as you had originally wanted. It was a bit of a struggle but we got there in the end.
Others with prepaid cards should take note and cash them in early.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.comor write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
