Vanquis Pulling A Fast One.

wrangler5

My Vanquis card was blocked a month ago because they picked up some dodgy transaction that i did not make. I had a DD set up for full amount so obviously i cancelled it the paid the bill manually so the balance was £0.00 then I set up a new DD when the new card arrived.

Today i have recieved my November statement and have been charged interest on the previous balance of £0.00 because even though i told them i had cancelled the old DD & set up a new one for my new card, thier 'system' has logged that it was unable to collect the minimum payment on the old DD because it was cancelled.

So even though the last statement was £0.00 and they wouldn't have got a minimum payment for that anyway, they have still worked out that it is mathematically possible to charge purchase interest of 3.433% on a balance of the sum of ............ ZERO!

How the hell did they work that one out? I've just spent almost 30 minutes trying to explain to the Bimbo on the other end that if the balance of a statement is ZERO then obviously there is nothing to charge interest on because you can't pay a minimum payment of £5 if the balance is ZERO! (Are you feeling my pain yet?) :mad:

She very kindly said she will ask her manager to investigate & she couldn't guarantee anything but because i always pay in full on time, they might be able to waiver the interest on this occasion as a goodwill gesture. Well isn't that nice of them? They are very kindly going to investigate and see if they can waiver an interest charge on a balance that didn't even exist in the first place. :rotfl::rotfl:

duggie1982

I dont know why these people dont use their head. Interest of a Zero balance is Zero.

And all it does is pis**s off the OP having to go through the hassle of calling them to sort it out

wrangler5

Isn't it bloody ridiculous? I know they are based in Essex but that's no excuse. LOL

duggie1982

Lol thats even better. Sorry

izools

As I say... chatham chavs

kissablekate

wrangler5..... have you checked on a map recently??? chatham is in KENT and not ESSEX..... there is a difference

wrangler5

kissablekate..... have you checked on the back of thier envelopes recently??? Chelmsford is in ESSEX and not KENT..... there is a difference

kissablekate

the call centre is actually based in chatham which is in kent ....as stated on the top of your statements. the envelopes would be for payments. no correspondence goes to that address

wrangler5

kissablekate wrote: »

the call centre is actually based in chatham which is in kent ....as stated on the top of your statements. the envelopes would be for payments. no correspondence goes to that address

Regardless it's irrelevant to the topic. Perhaps you could comment on the actual subject rather than nit picking on the bit that isn't even important?


She was still a Bimbo.

izools

Chatham Chavs aside, IME when problems like this arise, first line customer services won't understand the problem. You've already found that out.

They will tell you that the call is being escalated, and it won't be. You'll call back a week later to find that the previous agent left no notes on the account. You'll demand to speak to a manager, to be told one isn't available. You'll say you'll wait however long it takes and don't mind if it's over half an hour (as you'll be calling them on 0800 781 6314 from your landline).

You'll explain the situation to the manager, and you'll either get nowhere, or you'll get a letter in a few weeks to say they've investigated your complaint and won't do anything, or you simply won't get a response atall.

Then you can write in to them, and may get somewhere, but you'll be waiting at least six weeks. Chances are they won't reply and you'll have to escalate the case to the FOS, who will write to you to say Vanquis haven't sent a F&F response so they are going to allow an extra fortnight for this to happen.

Then, sometime around Easter, your complaint will bre resolved because the FOS will have finally sorted things out.

-Atleast, this is how the two complaints went on my OH's Vanquis account, and how the complaint I had to log about mine went. A definite pattern to the way they (don't) handle complaints.

cifpower

The only problem I had with Vanquis was last year. I bought a few iTunes albums and my card was blocked. They gave me a call to verify my details and that was fine. I cleared the card and didn't use it for two months but for some reason my statement showed my limit as £0. I rang them and was told the block wasn't lifted but she did it there and then.