Egg 0% - am i just nieve?

slm6002

I received a letter from Egg the other day stating that i could tfr my credit card balances and get 0% until feb 2010. I looked into it and also rang them to ask a few questions as i was a little concerned that it seemed to good. one question being related to and checking the dates of the offer.

I then went ahead and took the offer to help start paying off the debt rather than just interest.

The money went into my account today so i thought i would check my egg balance. When checking it stated that iterest would be charged at 19.9% pa. I then rang them to check that it was just an error on their behalf and they said that the 0% was just for new customers and not me but they could offer me 5 months at 0%.

What would people suggest as i believe i was given the wrong information from the start even though i think i asked all of the right questions. Am i just nieve in thinking they should give me the 0% till feb 2010.

Sorry for the rambling but i feel cheated and not sure what to do next. Would appreciate some help

sarahs999

Was the original letter from Egg personally adressed to you, or was it a more general mailshot? If it was personal to you, have you still got it? You've got a pretty strong case if you've got the documentation that they offered you that deal.

slm6002

yes the letter was addressed to me. i mentioned this to them on the 2nd call and they said that because i had chosen to receive mailouts from them it is not specifically for me? i dont quite undertand. They also said that the letter may not be from them but someone trying to get account information from me and therefore not original / so a fake. I thought they were just trying to wiggle out of it

slm6002

they have just called and said that they have listened to the conversations and i have stated it was a 5 month deal - i know this is not true. I have requested a copy of the conversations but this will take up to 40 working day (not sure why?).
I told them i wanted to pay them back there and then and get me fee refunded but they would not let me - what can i do

sarahs999

Hmmm. The 'fake' thing seems very odd. How could they have been aware of an ongoing offer to yuo, whatever the details, if it were a fake? So have you still got the original letter? You should send them a copy of that and a strongly worded letter, I would imagine. Someone else might know about whether you can speed up the phone records thing; 40 days sounds ridiculous.

YorkshireBoy

sarahs999 wrote: »

Someone else might know about whether you can speed up the phone records thing; 40 days sounds ridiculous.

40 days is the max allowed under a DPA SAR.

I'd expect Egg to charge a £10 fee to the account if providing this service at the request of the customer...refundable if found in favour of the customer.

slm6002

yes i do have the letter and i agree a strongly worded letter will be on its way to them - it makes me sooo angry that they think that they can do this. thanks for your help

NickX

If you have it in writing from Egg that you personally have been offered a 0% deal until February 2010 (a very good deal IMO) and they are now not honouring this, then I believe Egg are completely in the wrong.

Bear in mind that many CSAs are not familiar with the products that they are supposed to support and I would not rely on their advise, often they will say anything to get an irate customer off the line.

I would take them up on the 5 month deal initally so that you are benefiting from a 0% deal, but make a formal written complaint that your February 2010 deal is not being honoured. If you don't get satisfaction then go to the Financial Ombudsman.

Keep that original letter safe, that is the evidence that you are in the right. You may well also have a case to take this to Trading Standards as Egg are clearly in breach of their obligations.

Good Luck and keep us posted.

slm6002

they never mentioned a fee for the copy of the phone calls but thinking about it i dont suppose that will stop them trying to charge me.