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M&S freeze card when it's their fault
pigeonpie
Posts: 1,216 Forumite
in Credit cards
Husband got a call on sunday from M&S (& More). They failed to collect our direct debit so have frozen our card and (Indian supervisor) say they do not have the authority to unfreeze it until the next payment is in. Of course they are also planning to charge interest and a £12 late payment fee.
We recently moved bank and the new bank notified all our dd holders of the change by ACACs (they are confirming this to us by letter) on 10 November. (None of the others have had any problems). While on the phone to India, my husband got them to confirm that they'd received this, but had only changed the account name to be debited, not the no or sort code - so when they tried to get the dd payment of course it failed. They pretty much admit it's all their fault, but refuse to unfreeze use of the card - not great at any time of year but especially now.
India just read from a script. Is there anyone husband can ring in the UK at M&S to sort this out? We have never missed a payment and always pay by dd and this is how they repay our good payment history :mad:
We recently moved bank and the new bank notified all our dd holders of the change by ACACs (they are confirming this to us by letter) on 10 November. (None of the others have had any problems). While on the phone to India, my husband got them to confirm that they'd received this, but had only changed the account name to be debited, not the no or sort code - so when they tried to get the dd payment of course it failed. They pretty much admit it's all their fault, but refuse to unfreeze use of the card - not great at any time of year but especially now.
India just read from a script. Is there anyone husband can ring in the UK at M&S to sort this out? We have never missed a payment and always pay by dd and this is how they repay our good payment history :mad:
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Comments
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If you need to use the card, try to make a debit card payment (you can do it online if you've registered for online access; otherwise ring them) to unfreeze the account while you're sorting out the rest.
I found ringing 0800 997 996 gets me through to the Chester office; might be worth a try.0 -
Husband got a call on sunday from M&S (& More). They failed to collect our direct debit so have frozen our card and (Indian supervisor) say they do not have the authority to unfreeze it until the next payment is in. Of course they are also planning to charge interest and a £12 late payment fee.
We recently moved bank and the new bank notified all our dd holders of the change by ACACs (they are confirming this to us by letter) on 10 November. (None of the others have had any problems). While on the phone to India, my husband got them to confirm that they'd received this, but had only changed the account name to be debited, not the no or sort code - so when they tried to get the dd payment of course it failed. They pretty much admit it's all their fault, but refuse to unfreeze use of the card - not great at any time of year but especially now.
India just read from a script. Is there anyone husband can ring in the UK at M&S to sort this out? We have never missed a payment and always pay by dd and this is how they repay our good payment history :mad:
I had an almost identical problem last month, although they denied receiving the new direct debit details.
I had a couple of completely futile conversations with them while they still denied receiving the new direct debit instruction. So I agreed with them that if I could provide proof of my bank sending it over then they would refund my £12 late payment fee.
I've sent off the report from my bank along with a letter to M&S with some feedback about the process that they go through to notify you of a returned/late payment - they didn't write to me for nearly 3 weeks after the payment had been returned. Luckily I only use the card for a balance transfer so I haven't experienced the same consequences as you have - I hope that it gets resolved soon.
I am currently awaiting their response.... I hope that you fare better!0 -
Our bank's letter re the ACACs proof won't come before Xmas. I was planning on doing my last minute Xmas shop at M&S as it's just around the corner from me. If it wasn't so hard to get new credit cards at the moment I'd tell them where to shove their mince pies to be honest. We have paid off the balance but as it takes 3 days to take effect, they'd have to unblock the card at their end if I could still use it for Xmas. I'll give the 0800 no to OH - thanks. I'm not allowed (as the additional cardholder; another way they are primitive) to make any enquiry calls on the account!0
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Our bank's letter re the ACACs proof won't come before Xmas. I was planning on doing my last minute Xmas shop at M&S as it's just around the corner from me. If it wasn't so hard to get new credit cards at the moment I'd tell them where to shove their mince pies to be honest. We have paid off the balance but as it takes 3 days to take effect, they'd have to unblock the card at their end if I could still use it for Xmas. I'll give the 0800 no to OH - thanks. I'm not allowed (as the additional cardholder; another way they are primitive) to make any enquiry calls on the account!
How very frustrating
I'm so lucky that it was easier for me as I don't spend on the card - my main issue was with them charging me £12 for something that was their fault.
If they try and write back to me to tell me they're not refunding me I will definitely mention that I'm aware that I'm not the only person who's suffered them overlooking these things.
I hope that it gets resolved soon & hope you have a great Christmas0 -
Hiya
I had a similar problem when speaking to the Mumbai office - ask them to transfer you to Chester. I had my problem resolved quickly.£2 Savers Club #156!
Looking for holiday ideas for 2016. Currently, Isle of Skye in March, Riga in May, Crete in June and Lake District in October. August cruise cancelled, but Baby due September 2016! :j0 -
Husband got a call on sunday from M&S (& More). They failed to collect our direct debit so have frozen our card and (Indian supervisor) say they do not have the authority to unfreeze it until the next payment is in. Of course they are also planning to charge interest and a £12 late payment fee.
We recently moved bank and the new bank notified all our dd holders of the change by ACACs (they are confirming this to us by letter) on 10 November. (None of the others have had any problems). While on the phone to India, my husband got them to confirm that they'd received this, but had only changed the account name to be debited, not the no or sort code - so when they tried to get the dd payment of course it failed. They pretty much admit it's all their fault, but refuse to unfreeze use of the card - not great at any time of year but especially now.
India just read from a script. Is there anyone husband can ring in the UK at M&S to sort this out? We have never missed a payment and always pay by dd and this is how they repay our good payment history :mad:
When on the phone to M&S in India I follow a set pattern to get through to an English speaking person in the UK - I say repeatedly 'I CANNOT HEAR YOU' and then 'I CANNOT UNDERSTAND YOU' to the point of rudeness (I think it is rude of M&S expecting me to talk to an Indian Call Centre (whome I cannot understand at all, their accents are a nightmare!) after all the cases of fraud I have heard about on the TV caused by Indian Call Centres!)
I then demand to talk to someone in the UK - and within seconds I am transferred to the UK and a UK speaking person in Chester I think it is.
Never fails!
Refuse to speak to India and they DO transfer you :T~What you send out comes back to thee thricefold!~~0 -
When on the phone to M&S in India I follow a set pattern to get through to an English speaking person in the UK - I say repeatedly 'I CANNOT HEAR YOU' and then 'I CANNOT UNDERSTAND YOU' to the point of rudeness (I think it is rude of M&S expecting me to talk to an Indian Call Centre (whome I cannot understand at all, their accents are a nightmare!) after all the cases of fraud I have heard about on the TV caused by Indian Call Centres!)
I then demand to talk to someone in the UK - and within seconds I am transferred to the UK and a UK speaking person in Chester I think it is.
Never fails!
Refuse to speak to India and they DO transfer you :T
The bigotry of some people never ceases to amaze me. :rolleyes:Gone ... or have I?0 -
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I had an almost identical problem last month, although they denied receiving the new direct debit details.
I had a couple of completely futile conversations with them while they still denied receiving the new direct debit instruction. So I agreed with them that if I could provide proof of my bank sending it over then they would refund my £12 late payment fee.
I've sent off the report from my bank along with a letter to M&S with some feedback about the process that they go through to notify you of a returned/late payment - they didn't write to me for nearly 3 weeks after the payment had been returned. Luckily I only use the card for a balance transfer so I haven't experienced the same consequences as you have - I hope that it gets resolved soon.
I am currently awaiting their response.... I hope that you fare better!
Well - I've had a letter from them today confirming that they're going to refund me my £12 fee (on this occasion).
They've not addressed the part of my letter about how they didn't change the DD details despite being informed, but they were quick to comment on and dismiss my other feedback (I told them that when they attempt to call they should leave a message on an answerphone as a record to the customer that they've attempted to call - they reckon this could be a data protection issue?!)0 -
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