CBS 5 Advocate

Don't delay in notifying billers with updated card info

Posted: Updated:
PHOENIX (CBS5) -

Banks often replace credit and debit cards for their members for security reasons and you need to take immediate action when they do.

As soon as you get your new card, you need to update all your auto billers - like your gym, streaming video services like Netflix, and most importantly, your car insurance. If insurers don't get paid because your old card is invalid, you could be canceled quicker than you think.

Abilene Vickers was making monthly automatic payments to Nationwide for her car insurance premium, then her bank issued her a new card and account number.

"I should have actually given the company a call and updated my card with them to make sure the payments would continue," Vickers said.

But she forgot to call Nationwide.  She says they notified her the old card wasn't accepted and they would send her a bill.  A week later something did come in the mail. It was a letter canceling her coverage for non-payment.  Vickers says she never got any notice from Nationwide that her policy might be canceled.

"I was literally shocked. I was hoping to be able to have some sort of leeway," Vickers said.

She made a payment to reinstate the policy but says she decided to switch to another insurer that same day.  Weeks later, Vickers says Nationwide hadn't refunded any of her payment and claimed her policy was still "under review."

"And I told her I didn't need a review, I had canceled it, December 10, that was it, there's no review about it," Vickers said.

Nationwide finally canceled her policy but Vickers says they refuse to issue a refund or a proper accounting for her missed payment.  She's learned the importance of updating her card information immediately.

"Ask your bank, who is it that has the automatic drafts with my card, give me the list of them, that way I can call them and make sure that everybody gets updated," Vickers said.

Two key points: One, if you make a payment, then change your mind and don't want to reinstate (as Vickers did), insurers will still process your payment and your cancellation could take awhile. Second, they may also ask you to show proof of coverage with another insurer before they will cancel your policy.

But the real issue with this case was a consumer being canceled in the first place. Don't let that happen. Update your card information the same day you receive a new one.

After CBS 5 News contacted Nationwide, the company issued Vickers a fair refund. Our thanks to them for settling this matter once we brought it to their attention.

Copyright 2017 KPHO (KPHO Broadcasting Corporation). All rights reserved.


Dave CherryCBS 5 Advocate Dave Cherry works to resolve your consumer problems and protect your money. If he can't help, he'll do his best to point you in the right direction.

Click to learn more about Dave.

Dave Cherry
CBS 5 Advocate

Dave was born and raised in Philadelphia and considers himself one of the biggest Philly sports fans. At 6-feet, 5-inches, he's probably right! Dave started on a different career path before fulfilling his lifelong dream of reporting the news and helping consumers. Dave graduated from Philadelphia University with a Bachelor of Science degree in Accounting; he later earned an MBA degree in Finance from Temple University in Philadelphia. Dave also spent ten years as Vice President and Director of Sales and Marketing for two of America's leading real estate franchise companies. Dave started his 21-year news career at WHP in Harrisburg, Pennsylvania, as news anchor and reporter, then moved to KOLD in Tucson, as the morning news anchor. From Tucson, he went to KRON in San Francisco as a freelance news reporter before moving east to COMCAST in Philadelphia as a general assignment reporter. In the fall of 2003, Dave moved west and joined KPNX in Phoenix and spent nine years as the station Call for Action Consumer Reporter. Through his on-air advocacy work in 2011, Dave and his team were able to help consumers save more than $1 million. Dave joined CBS 5 News as our CBS 5 Advocate in December 2012. Dave is a vegan and likes to eat the amazing vegan food prepared by his lovely wife, Carmen. Dave's also a big Bruce Springsteen fan (he's seen more than 70 shows!), the man who inspired him to learn the guitar. Besides playing many of the boss' songs, Dave writes and sings his own songs and recorded a CD of original music.

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