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Flybe Card - Awful Experience!!
the_commandante
Posts: 6 Forumite
in Credit cards
I have had a dreadful experience with Flybe since applying for a credit card with them last year. So much so that after ten months I cut it up and sent it back to them having never used it.
I seem to have mislaid the first letter I wrote to them, but I wanted to share with you the second one, which sums up their dreadful service ....
Dear Sirs
I wrote to you in May to complain about the extremely poor service that I had received since requesting a Flybe Card last year. I was grateful to receive your response dated 10th June confirming that my issues were due to “human error” at your end and apologising for the “inadequate level of customer service” that I had received. Suffice to say I was not expecting that to be the end of your company’s incompetence and indeed it was not.
If you look back at the letter I sent you will note that the first paragraph informed you of my change of address. Unsurprisingly your response was sent to my previous address and was luckily (although not without some anger) forwarded on by the subsequent occupants.
You noted in your response that the £20.00 supposedly given to me as compensation for poor service had accidentally been processed as a cash advance and had started to accumulate charges, despite me never having used the card (having been unable to for months due to you failing to send me the card or the pin number). You informed me that you had corrected this and given me an additional £20.00 compensation. As such you notified me that my account would be £40.00 in credit.
Having given you far more than the 28 days you advise, I received my latest account summary (dated 18th July) to discover that I am £16.69 in debit. This is £56.69 difference to what you have informed me in writing is the situation in my account. I would like to yet again point out that I have never used the card!
Over the past ten months I have experienced what I have no hesitation in describing as the most appalling and incompetent level of customer service that I have ever known. So unconvinced am I in your ability to provide the most basic level of service that I have been too nervous to even use the card once.
In my previous letter I warned you that unless there was immediate and acceptable action taken by you to address the situation I would return the card to you in several pieces. Please find enclosed your card as promised. I request that you inform me in writing immediately that my account has been closed without any debt.
I find it incredibly difficult to believe that such appallingly substandard service and incompetence can exist in what purports to be a legitimate company and I hope that nobody ever encounters the problems, lost time and money and general inconvenience that I have. To that end, I intend to share my experiences with relevant consumer watchdogs, websites and publications in addition to giving the strongest words of caution to all family and friends.
I look forward to receiving a written response from you as soon as possible.
I seem to have mislaid the first letter I wrote to them, but I wanted to share with you the second one, which sums up their dreadful service ....
Dear Sirs
Re: Account Number XXXXXX
I wrote to you in May to complain about the extremely poor service that I had received since requesting a Flybe Card last year. I was grateful to receive your response dated 10th June confirming that my issues were due to “human error” at your end and apologising for the “inadequate level of customer service” that I had received. Suffice to say I was not expecting that to be the end of your company’s incompetence and indeed it was not.
If you look back at the letter I sent you will note that the first paragraph informed you of my change of address. Unsurprisingly your response was sent to my previous address and was luckily (although not without some anger) forwarded on by the subsequent occupants.
You noted in your response that the £20.00 supposedly given to me as compensation for poor service had accidentally been processed as a cash advance and had started to accumulate charges, despite me never having used the card (having been unable to for months due to you failing to send me the card or the pin number). You informed me that you had corrected this and given me an additional £20.00 compensation. As such you notified me that my account would be £40.00 in credit.
Having given you far more than the 28 days you advise, I received my latest account summary (dated 18th July) to discover that I am £16.69 in debit. This is £56.69 difference to what you have informed me in writing is the situation in my account. I would like to yet again point out that I have never used the card!
Over the past ten months I have experienced what I have no hesitation in describing as the most appalling and incompetent level of customer service that I have ever known. So unconvinced am I in your ability to provide the most basic level of service that I have been too nervous to even use the card once.
In my previous letter I warned you that unless there was immediate and acceptable action taken by you to address the situation I would return the card to you in several pieces. Please find enclosed your card as promised. I request that you inform me in writing immediately that my account has been closed without any debt.
I find it incredibly difficult to believe that such appallingly substandard service and incompetence can exist in what purports to be a legitimate company and I hope that nobody ever encounters the problems, lost time and money and general inconvenience that I have. To that end, I intend to share my experiences with relevant consumer watchdogs, websites and publications in addition to giving the strongest words of caution to all family and friends.
I look forward to receiving a written response from you as soon as possible.
0
Comments
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sounds like you have your head screwed on, dont blame you. halifax are similar. if you get no joy goto the fso0
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Commandante - Good for you. A very well worded letter.
Please post the reply that they are sure to send to you.0 -
Keep an eye on your credit report that they don't then start reporting missed payments on this balance that they've managed to create.
If they put your account in credit and you close the account they should send you a cheque for the credit balance if they won't transfer it by BACS to your current account - though from your experiences to date, I wouldn't hold my breath. Be sure to instruct them to close your account and have this marked on your credit report as Settled with no negative information on missed payments.
If you're still not satisfied, fill in a form for the Financial Ombudsman, it'll cost them £500 straight away
"A child of five could understand this. Fetch me a child of five." - Groucho Marx0 -
ooh, they get fined by the ombudsman for this do they? in that case i will!
I got a letter apologising and saying that they would send me a £40 cheque.0
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