EGG credit car wants me to make min payment on transaction that arent mine, help

stolt

hi back in october i noticed that there was lots of transactions from places such as play, zavvi, the hut, amazon for £15.00 per transaction. I sent egg a secure mesage via there site and my card was pt on hold, in that message i also advised the transactions that i had made. got a message back saying it was being forward to the fraud department. I got a form to complete in the post about 3 weeks later and it listed the transactions i had made on it, i crossed them out apart from one and wrote next to them, 'these transactions are not under query' in the meantime because i was worried about my security i got my bank to change the account number aswell, so a direct debit failed the first month. I havent spent on the card since i paid the transactions off that were mine on the october statement. Since the egg has tried to draw on the direct debit and are sening me threatning messages saying that the t&c state that i need to make minimum payents even though i didnt make those transactions. They did say that it would be creditied back to me once the transactions are proved to be fraudulant. I think it should be the other way around and they should be on hold and then if they are proved mine then charge them and the associated fees. Now i've had a phone call from them saying that as the transactions are on merchants i have used previously they are classed as disputes and not fruad, even though i didnt make them and play.com when i spoke to them said that they would be able to trace where they were delivered to but would only give this info out to the police or the credit card.

Really annoyed with egg, i'e sent a letter of complaint off to them saying that i should have to pay anything until they are proven that the transactions are correct. I now have interest on the charges aswell. Its already decemeber and they are no closer to sorting it out.

anything else i can do?

natweststaffmember

You need to remind Egg that the number of payments that are under dispute need a resolution before you will make any payments. If they are stating that their investigation is over then you need a final response since you have none. Any charges levied based on the fraud have to be refunded. You do not have to agree to make payments for fraudulent transactions.

stolt

natweststaffmember wrote: »

You need to remind Egg that the number of payments that are under dispute need a resolution before you will make any payments. If they are stating that their investigation is over then you need a final response since you have none. Any charges levied based on the fraud have to be refunded. You do not have to agree to make payments for fraudulent transactions.

hi thanks, ye si have said this over and over again to the customer service department and the fraud team, i have paid and always have paid my bill in full each month, all the transactions which are mine were paid on time its just the transactions I havent made that i have left on the balance. The investigation to me seems that it has only just started. Admittedly I sent the form back wrongly but as it was already preprinted with a list transactions i thought they were asking me to confirm them. And those were the transaction i had made. Someone had misread my secure message to them which stated to them that those trasnactiosn were the ones that I had recognised and made and then someone in customer services said you cant expect them to go through the statement and pick out the other transactions and i should have listed the ones i hadnt made rather than the other way around.

natweststaffmember

Well, now that they are listening get them to investigate it and refund the transactions and remove charges and interest. I hope they will do this now.

stolt

hi, well i thoguht i was getting somewhere i think once i sort this out i will cancel the card, awful customer service and it doesnt seem differnet departments place records ont he system so i go through the same conversation each week. This morning I had a phone call from the egg collections department and she informed me that its my responsibility to make the minimum repayments for my card (£47.45) even if the transactions are under investigation. i said that I have just got a letter today which show the transactions under dispute and i have to sign this and send it back. The girl this morning said that its the procedure that I pay my minimum payments as per the terms and conditions of the egg card that i signed, she was quite rude and said that if i dont it will affect my credit rating for the future. I said i will go to the omsbudsman and she said that i cant until i have gone through the egg complaint procedure, which i replied i have already sent a letter and secure message with my full complaint to them. Cant believe egg are doing this, i dont care that they give a decent cashback I wont be using EGG any longer. So now i'm going to have my credit rating ruined by them because they want me to pay for transactions that I didnt make. Can i reverse that bad credit mark?

natweststaffmember

stolt wrote: »

hi, well i thoguht i was getting somewhere i think once i sort this out i will cancel the card, awful customer service and it doesnt seem differnet departments place records ont he system so i go through the same conversation each week. This morning I had a phone call from the egg collections department and she informed me that its my responsibility to make the minimum repayments for my card (£47.45) even if the transactions are under investigation. i said that I have just got a letter today which show the transactions under dispute and i have to sign this and send it back. The girl this morning said that its the procedure that I pay my minimum payments as per the terms and conditions of the egg card that i signed, she was quite rude and said that if i dont it will affect my credit rating for the future. I said i will go to the omsbudsman and she said that i cant until i have gone through the egg complaint procedure, which i replied i have already sent a letter and secure message with my full complaint to them. Cant believe egg are doing this, i dont care that they give a decent cashback I wont be using EGG any longer. So now i'm going to have my credit rating ruined by them because they want me to pay for transactions that I didnt make. Can i reverse that bad credit mark?

Yes since it was caused by fraudulent transactions.

stolt

natweststaffmember wrote: »

Yes since it was caused by fraudulent transactions.

thanks, at least thats something.

Premier_2

If the terms & conditions say that you are required to make at least the minimum payment whilst any disputed transactions are investigated and resolved, isn't any default being registered simply because you are failing to comply with the terms & conditions you originally agreed to?

Don't worry about only paying the minimum. If the transactions are ultimately found to be fraudulent, then the total cost including any intersest or other charges will be refunded. ... and of course that will mean they will owe you the money you have paid as minimum payments too.

Btw, what's their excuse about the delay? It's been 2 months since you spotted the disputed transactions? It shouldn't be taking this long to come to a resolution whether they consider them to be a genuinely authorised or not.
Whenever I've disputed transactions, not with egg mind you, these are instantly highlighted on my account in the initial telephone call - no need to wait 3 weeks for a letter to be sent to make such a claim.

stolt

Premier wrote: »

If the terms & conditions say that you are required to make at least the minimum payment whilst any disputed transactions are investigated and resolved, isn't any default being registered simply because you are failing to comply with the terms & conditions you originally agreed to?

Don't worry about only paying the minimum. If the transactions are ultimately found to be fraudulent, then the total cost including any intersest or other charges will be refunded. ... and of course that will mean they will owe you the money you have paid as minimum payments too.

Btw, what's their excuse about the delay? It's been 2 months since you spotted the disputed transactions? It shouldn't be taking this long to come to a resolution whether they consider them to be a genuinely authorised or not.
Whenever I've disputed transactions, not with egg mind you, these are instantly highlighted on my account in the initial telephone call - no need to wait 3 weeks for a letter to be sent to make such a claim.

to be honest i dont know when i asked they blame other departments, in fact they seem only concerned with taking the minimum payment. Ive printed and kept all the letters I don't know how good the ombudsman is but i dont hold out much hope on the complaints procedure of egg if the customer service is this good. I have sent secure message after message and its just typical ebay style standard generated replies not helping. trouble is i dont want to be paying £47 each month would have been £94 for the two months have past and let it drag on and on, i just dont see why they see that i should pay out for somethign i havent done and then claim the money back when in all other cases in any other walk of life it would be put on hold until proven that they are mine. I've been with them for years and hodl other credit cards but will definatley cancel it now, the end was when i asked for her name she would onyl tell me her first name and said we are not allowed to give our surnames out (handy when i want to complain and they ask what was the person name i spoke to, oh it was so and so, sorry we have 100 of those here in this office)

amazing customer service. not

Premier_2

stolt wrote: »

...the end was when i asked for her name she would onyl tell me her first name and said we are not allowed to give our surnames out (handy when i want to complain and they ask what was the person name i spoke to, oh it was so and so, sorry we have 100 of those here in this office)

amazing customer service. not

I had something similar with a different company recently.

Ended up me having to ask the new person I was complaining to to access my account so that they could see who I was speaking to on a previous occassion - all these systems should leave a 'footprint' whenever anyone accesses an account.
It did, and so the previous CS member was uncovered. Amazing the complaints person didn't think of this themselves (or perhaps didn't want to until I told them to). Now there's a complaint in about the way the complaints person handled the situtation. Great innit? :cool:

stolt

Premier wrote: »

I had something similar with a different company recently.

Ended up me having to ask the new person I was complaining to to access my account so that they could see who I was speaking to on a previous occassion - all these systems should leave a 'footprint' whenever anyone accesses an account.
It did, and so the previous CS member was uncovered. Amazing the complaints person didn't think of this themselves (or perhaps didn't want to until I told them to). Now there's a complaint in about the way the complaints person handled the situtation. Great innit? :cool:

yeah sounds like egg, i just think they are making it as awkard as possible probably in the hope i give up and just say its too much hassle i'll pay for it. lucky enough it was stopped at a £300 but they did try to put 3 times as much but it flagged up on there systems so was stopped earlier.