IMPORTANT SERVICE UPDATE: Wirecard Card Solutions Ltd
Update from Acorn Account
Last updated: Tuesday 30th June 2020 - 12:30pm
Great news! Personal card services are now fully restored.
In the early hours of this morning, the Financial Conduct Authority (FCA) announced that they have lifted restrictions placed on Wirecard Card Solutions Ltd., the UK subsidiary of Wirecard AG. You can read more on the FCA’s announcement here.
We have been waiting for Mastercard and all of our partners to restart services but can now confirm that all Acorn Account personal cardholders can now use their cards again. You can now start transacting on your card, whether that be at point of sale, online or at the ATM.
We want to reassure you that your funds continue to be held in safeguarded accounts with Barclays Bank Plc. Your funds are, and always have been, secure, but access to them was temporarily restricted by the FCA. The speed with which the FCA allowed Wirecard Card Solutions UK to resume activities is a strong endorsement of the rigorous controls and safeguards that exist to protect your money.
We would like to reiterate that during this period our current accounts have been working as normal. Meaning you have been able to receive funds into your account, send Faster Payments, direct debits, standing orders and international payments as normal. Our priority as a business has, and always will be, providing excellent service to our customers. We have worked tirelessly since Friday in order to make sure that our customers have been kept up to date with news and have had access to their cash. Below are a few things we managed to do to help our customers during this time:
We extended our contact centre opening hours to late at night and over the weekend. We had everyone we could on our live chat service, in the end 150 employees across the business including our senior management and leadership team. This to make sure we were available to our customers, to reassure you and answer any questions that you had. Our staff worked day and night to ensure our customer’s welfare was protected.
Within 48-hours we had a fully functioning online cash service for our customers. We launched this service to over 700 customers that indicated that this would be a solution for them through the survey that we emailed to you. On Monday the first orders were sent out and delivered to the door by Royal Mail this morning. We will keep this service going as your feedback has been overwhelmingly positive.
Free Faster Payments
We waived all Faster Payment fees during this issue. This meant that customers could transfer money from their account quickly to gain access to their funds, without having to worry about the costs. We will continue to waive these fees until Friday to give you time to make any payments you need to as a result of this disruption.
Once again, we sincerely apologise for the disruption caused by the FCA suspension of the activities of Wirecard. We would like to thank you for your understanding and patience during this difficult time.