Egg problems following fraudulent use

phoebe03cat

I had the misfortune to have my card used fraudulently where no chip & pin was available. Following this I have had major problems. The fraud team refused to speak to me at all at one point and I made a formal complaint. Balances were put right in chunks with no breakdown so I never knew to what they related. Purchases were told to me on the telephone which never appeared on screen. A right mess over about 3 months. BUT then Egg made a double credit error into my account of £750. I never picked this up as all of the account was somewhat scrambled. I received a phone call telling me it was going to be reclaimed after it had been on my statement for a month and I had budgeted on their figures. I requested repayment over time but was told not possible as statement was imminent and couldn't be stopped. A lie! I altered other accounts to cover. Nothing appeared! Now a repayment has appeared on my next statement reclaiming it all in one lump again.It' s going on and on. Have made another formal complaint and again requested repayment over time and have now been refferred to the borrowing dept. I never requested this money in the first place and certainly didn't ever wish to borrow it! Only there as its their error totally!Have now told them I intend going to the ombudsman if nothing is forthcoming and am asking for compensation. Does anyone know if you are legally bound to repay amounts placed in your account by error? :mad:

M_Thomson

phoebe03cat wrote:

I had the misfortune to have my card used fraudulently where no chip & pin was available. Following this I have had major problems. The fraud team refused to speak to me at all at one point and I made a formal complaint. Balances were put right in chunks with no breakdown so I never knew to what they related. Purchases were told to me on the telephone which never appeared on screen. A right mess over about 3 months. BUT then Egg made a double credit error into my account of £750. I never picked this up as all of the account was somewhat scrambled. I received a phone call telling me it was going to be reclaimed after it had been on my statement for a month and I had budgeted on their figures. I requested repayment over time but was told not possible as statement was imminent and couldn't be stopped. A lie! I altered other accounts to cover. Nothing appeared! Now a repayment has appeared on my next statement reclaiming it all in one lump again.It' s going on and on. Have made another formal complaint and again requested repayment over time and have now been refferred to the borrowing dept. I never requested this money in the first place and certainly didn't ever wish to borrow it! Only there as its their error totally!Have now told them I intend going to the ombudsman if nothing is forthcoming and am asking for compensation. Does anyone know if you are legally bound to repay amounts placed in your account by error? :mad:

Yes you are legally bound to pay the money it isn't your money!! Also, you can't go to the ombudsman until you have exhausted all Egg's complaints procedures.

Robert_Sterling

You are required to refund money paid to you in error. It is just like them having to refund money to you if they have taken it in error.

phoebe03cat

Yes guessed this would be the case. Am pursuing the formal complaint route through. I think it's the fact that they are not offering payment over time that is the last straw. They seem to be doing everything to avoid this, even to the point of blatantly lying that it can't be done, which I do have in writing. In effect this will push me into a position where I have to pay them interest as I will be unable to repay the unrequested debt create by their own error.