Egg Refused BACS payment now charging me interest

Lllamalegs

Hello,

Apologies if I'm in the wrong section but I was really hoping someone could advise me on how to deal with a problem I'm having with Egg Money Credit Card.

I emailed them in November that I wished to cancel my credit card account. I then paid off the balance via a BACS payment.

The payment was refused by Egg & credited back to my bank account.

When I realised this, I tried to pay the balance via debit card through Egg's website. Although I received an acknowlegement at the time, the payment did not process.

When I realised again that the balance still had not been paid off, I called their help desk & paid AGAIN! The advisor refused to discuss the BACS payment but did acknowlege they had problems with the website.

I then realised that Egg have charged me interest because the payment was received after their due date.

I have contacted them several times saying they have charged me interest unfairly but they refuse to respond on the BACS payment & their website problems. I wrote them a letter with proof of the BACS payment. They haven't responded.

I keep emailing them but just get standard general responses & they keep adding more interest to the balance. What can I do????

Any advice - gratefully received...

Many thanks

YorkshireBoy

I emailed them in November that I wished to cancel my credit card account. I then paid off the balance via a BACS payment.

The other way round, surely?

Anyway, have you at any time said to them "I wish to make a formal complaint"?

http://new.egg.com/visitor/0,,3_37155--View_162,00.html

feival

Just raise a formal complaint to them in writing by Registered Post. If that doesn't get fixed they have to refer you to the Financial Services Ombudsman. Don't worry - they will give you all your money back. I would also request anything between £25 and £50 compensation too. To reassure you I just got £600 compensation from them relating to a mortgage I had with them - much worse than your situation but I can assure you you can negotiate with these people! )

joansloan

yes, definitely make a formal compaint. They almost always take it in to consideration.

MoneyMuppet_2

If you log a formal complaint they have up to 8 weeks to look into it and get a mutual "resolution" so this can take time before the ombudsman will look at this for you.

have you been given any reference to your letters? are they headed "complaint" i know it may seem silly but that way it goes straight to where it needs to go.

I think the fastest thing to do is ask to speak to a manager type and let them know you'll stay on until you do, simply be assertive but not rude, and see where that gets you first as it may be a faster route??

HTH (hope that helps)