According to the consumer watchdog, up to three million elderly
and disabled consumers find it difficult to use Chip and PIN cards,
because of problems in remembering PIN numbers or
because physical disabilities make it hard to use
keypads.
Like everyone else who holds a Chip and PIN card, these
consumers will no longer be able to sign for goods
in Chip and PIN enabled stores after 14th February, and will be
obliged to use their PIN number. This, says the NCC, will result in
"misery and frustration" – which can be avoided, because there is a
simple solution.
As APACS, the UK's Payments Association advised last week,
disabled and elderly cardholders are entitled to apply to their
card company for an alternative card, most likely a chip
and signature card, that will enable them to continue
signing no matter where they shop after Valentine’s Day.
About 100,000 chip and signature cards have already been issued,
says APACS, but if any customer still needs one there is still time
to get one issued before 14th February. They should contact their
card company now.
“Our research has shown that the overwhelming majority of
disabled cardholders have welcomed chip and PIN and are happily
using it ahead of 14th February,” said Sandra Quinn from chip and
PIN. “We accept however that some disabled cardholders may find
using a PIN more difficult and we are pleased to see that they are
contacting their banks ahead of the change and requesting a chip
and signature card so they can continue to sign.”
The NCC says the announcement is too late. It
wants a high-profile publicity campaign as a matter of urgency.
"A year ago we urged the banks to launch an information campaign
and improve bank staff awareness of the chip and PIN alternatives,"
said Claire Whyley, Deputy Director of Policy at the NCC. "We are
really disappointed that banks haven’t taken their responsibilities
to vulnerable customers more seriously. Three million people could
find themselves high and dry at the checkout."
The NCC has also called for changes to the Banking
Code to give consumers clear information on the cards
available to them.
According to Help the Aged spokesman Paul Bates, the charity has
“heard of appalling cases where older customers have been forced to
leave their shopping behind at the tills because they could not
remember their PIN.”
"There is an alternative to chip and PIN cards but banks are
failing to promote this,” he said.
