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VANQUIS BANK - not a helpful bunch!]

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ddav4
ddav4 Posts: 41 Forumite
edited 28 November 2009 at 2:12AM in Credit cards
I have had a Vanquis credit card for 6 months now and am aware of their high interest and other negatives. But, what gets me is that when you need particular advice on say a matter of security, a credit card fraud/scam, Vanquis Bank seem disinterested! There is literally no one to speak to in this particular area, with no special telephone number to ring for advice or to voice one's concern which incidentally afects all of us legit internet users.

In my case I have now sent out letters with documentary evidence to Vanquis Security Dept., the address of which was only given after I had to press for this information as I needed Vanquis to urgently stop the unauthorised debits that are being applied to my Visa card by a scam company, totalling £101 to-date.

I feel absolutely out on a limb here with Vanquis Bank, with no support or advice from them. I had to request a block on my credit card and then again request to close that visa card and for them to re-issue me with a new card number.

Again all this I had to request myself so I am becoming really concerned now when I think Vanquis might not even bother to put a stop to this rogue company stealing money from my credit card, I cannot afford! Vanquis have no separate number for their Security Dept. for information or to see they got my documents safely, I just have to sit tight and wait and for Vanquis' reply!! It's all so depressing.

I'm still not certain that if a credit card is cancelled, can the scammer still apply monthly debits to that card? When asking Vanquis about that, two of the telephone staff gave contradictory answers. One was, they were not certain and the other Vanquis could not!!


If anyone here has had a similar experience with Vanquis Bank and security issues with their card, I would be pleased to hear your views.
With thanks!
«1

Comments

  • borders_dude
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    There are many gripes about vanquis expressed on this very forum. Lots of bad expereiences by a fair few people.
    When dealing with the CSA its important to note that it is commonly accepted as unfit for purpose, and by default this also means the staff are unfit for purpose.
  • Innocent_Guy
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    CPA can still be taken as per the banks t&c's. I think that you have taken the best action
    Bank Accounts - Barlcays Premier[/B] - £1000 o/d, HSBC - £200 o/d- First Direct - £500
    Credit Cards - Barclaycard £2000 - Silver Card £1300 - Flybe £7500 - HSBC £1000 - First Direct £2500 First Direct Gold £3000
    6 credit accounts closed in 2010!

    Official SOS Club number 001 - Dry until 01.07.10
  • almost_there
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    There are many gripes about vanquis expressed on this very forum. Lots of bad expereiences by a fair few people.


    I've got to say that I've found them very helpful and a bonus that its UK based with staff who understand you. Saying that I have never had and problems(touch wood).
  • wrangler5
    wrangler5 Posts: 100 Forumite
    edited 28 November 2009 at 2:36PM
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    ddav4 wrote: »
    I have had a Vanquis credit card for 6 months now and am aware of their high interest and other negatives. But, what gets me is that when you need particular advice on say a matter of security, a credit card fraud/scam, Vanquis Bank seem disinterested! There is literally no one to speak to in this particular area, with no special telephone number to ring for advice or to voice one's concern which incidentally afects all of us legit internet users.

    In my case I have now sent out letters with documentary evidence to Vanquis Security Dept., the address of which was only given after I had to press for this information as I needed Vanquis to urgently stop the unauthorised debits that are being applied to my Visa card by a scam company, totalling £101 to-date.

    I feel absolutely out on a limb here with Vanquis Bank, with no support or advice from them. I had to request a block on my credit card and then again request to close that visa card and for them to re-issue me with a new card number.

    Again all this I had to request myself so I am becoming really concerned now when I think Vanquis might not even bother to put a stop to this rogue company stealing money from my credit card, I cannot afford! Vanquis have no separate number for their Security Dept. for information or to see they got my documents safely, I just have to sit tight and wait and for Vanquis' reply!! It's all so depressing.

    I'm still not certain that if a credit card is cancelled, can the scammer still apply monthly debits to that card? When asking Vanquis about that, two of the telephone staff gave contradictory answers. One was, they were not certain and the other Vanquis could not!!


    If anyone here has had a similar experience with Vanquis Bank and security issues with their card, I would be pleased to hear your views.
    With thanks!


    If a CPA (Continuous Payment Authority) is being charged on your account every month then most banks will not be able to stop the charges, you have to contact the company who is making the charges to your card yourself to get them stopped. Vanquis wont do it for you.

    What is happening does not mean it is a 'Scam Company'. This usually occurs when you bought something with the card then unknowingly subscribed to a monthly membership fee by not ticking or unticking the relevant box without realising it. You need to find out who this company is and contact them to cancell the fees you are being charged.

    Your statement will show you who is taking the payments and the bank will be able to give you thier contact details. Eitherway this isn't something you can automatically expect the bank to stop for you. If you read the small print in terms & conditions it does have a section explaining which payments they can stop & which payments they can't stop. Continous Payment Authorities (where you have unknowingly authorised continuous payments to be taken) need to be stopped by yourself by cancelling directly with the company who is taking the payments.
  • doelani
    doelani Posts: 2,576 Forumite
    First Anniversary Combo Breaker
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    I've got to say that I've found them very helpful and a bonus that its UK based with staff who understand you. Saying that I have never had and problems(touch wood).


    I also find them helpful, I used my vanquis card yesterday twice within a few minutes online and their fraud department rang me immediatly to confirm it was me using the card, when they got no reply on mobile they rang house phone.
    TOTAL 44 weeks lose. 6st 9.5lb :T
  • borders_dude
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    doelani wrote: »
    I also find them helpful, I used my vanquis card yesterday twice within a few minutes online and their fraud department rang me immediatly to confirm it was me using the card, when they got no reply on mobile they rang house phone.

    I would consider that a pain in the !!!!.

    One time my debit card was stopped because I used it for a couple of expensive purchases in the space of a couple of hours. I went radio rental at the bank for doing that. Was very inconvienent.

    Banks etc need to find a balance between security and pestering people who are going about their daily business.
    When dealing with the CSA its important to note that it is commonly accepted as unfit for purpose, and by default this also means the staff are unfit for purpose.
  • selecta_c
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    I've had my Vanquis card for two and a half years and have never had any problems with their customer service.With all things in life,from time to time things go wrong..........spectacularly
  • ddav4
    ddav4 Posts: 41 Forumite
    edited 28 November 2009 at 11:55PM
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    hi, thank you for providing <real information> about CPP's which I was not aware of.

    I would like to ask you another question if that's OK and that is if I ask Vanquis to FREEZE my new card to be issued shortly [as well as my old card a at £300 - my credit limit] would that have the effect of preventing further CPP debits being applied to my Vanquis card or is that a no no!?

    I have sent letters to this lousy company in the US to their two US addresses which will take around a week to arrive and there is nothing to stop Tan Thin from pretending they did not receive my letters in view of their dire selling tactics.

    I am going to phone them at their US number [that will cost me a bit!] just to tell Tan Thin to cancel my membership number but I'm not sure what to expect here!

    If you can clarify my CPP question above, that would be helpful and much appreciated.
  • robcatti
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    Vanquis!! Oh no!!!!!!!!!
  • roof30
    roof30 Posts: 25 Forumite
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    I have just had what I think is another scam by Vanquis Bank. Just bought a new iPhone, and within 1 day of receiving it, I got a text message from Vanquis saying I had missed a monthly payment and that I needed to pay them via debit card *now*. I called them to question this as I had no idea who they were, and they replied that I must have given my new (less than a day old) telephone number to them - which I clearly hadn't. When I pointed this out, the lady on the phone asked me for my postcode, which I gave, and my mobile no. I gave both, but refused to give them my address - she couldn't provide an explanation as to why she wanted this.

    Do you think this is the type of thing I should report to my local trading standards, or should I take this up with Carphone Warehouse as they have either sold my details on or issued me with someone else's very recent mobile number?
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