Vanquis keep charging me by mistake

brownbabygirl

:mad:

I pay my balance off in FULL each and every month for the past 2 years I have had the card. In the past year alone, they have mistakenly applied purchase interest and miminum finance charge to my account. Each time, I have had to call their expensive 0871 number on my mobile (no working alternative in saynoto 0870) to get them to rectify their mistake. A letter to them in November 2009 did not even get them to respond. I got my statement today and they have done it AGAIN.:mad:
I just got off the phone and again they admitted it was a mistake and they would refund. Customer srrvices said the charge was because I don't use the card often, which is bull crap because I use it all the time. I would cancel the card if only I know it would be hard to get another one. I do have Barclaycard but that only has a limit of £500 and I need the higher limit for my travels.

Please help me, What can I do about this as it seems totally unfair? Calling them cost a bomb, at least they can refund me for my calls and make sure never to do it again but it just keeps happening and they said they never got my letter. Extremely !!!!ed off about this.

cifpower

Free number for Vanquis is 0800 781 6314.

I would start the official complaints process if I were you

nikki2804

Personnally I would take it down the complaints route, if you don't get a satisfactory response then contact the ombudsman.

HTH

brownbabygirl

they have not even replied to my complaint in November. should I resend the letter? I could find no details of complaint process on my statement. they make me so angry.

cifpower

This is what it says on their website

If you have a complaint about a service provided by Vanquis, please write to Vanquis Visa Card, Customer Service, P.O. Box 399, CHATHAM ME4 4WQ or telephone us on 0871 770 5555

I would initially make a phone call (use the 0800 number) and ask for a copy of the complaints procedure to be sent to you.

brownbabygirl

Thanks. I will send it by recorded delivery this time as they deny receiving the first one I sent exactly 8 weeks ago.

brownbabygirl

cifpower wrote: »

I would initially make a phone call (use the 0800 number) and ask for a copy of the complaints procedure to be sent to you.

they told me they could not send me a copy of their complaints procedure but would give me an address to send my complaint to. the same address to which I wrote and they ignored.

LeeSouthEast

They might not have received it.

brownbabygirl

LeeSouthEast wrote: »

They might not have received it.

maybe not but they received the many calls I made to them complaining about it. and it keeps happening.

Can you believe they told me today that they apply the MFC 'randomly' to accounts and it is refunded to those who call and complain about it! i have lodged a complaint with ombudsman

magiciansgirl

Gosh - I wrote a formal letter of complaint last week re 4 lots of minimum finance charges and wrong purchase interest - I hope they don't also tell me it hasn't arrived. I pay off in full via DD every month as well.

sharpy2010

wrangler5 wrote: »

So far i have been called a Big 'something' by someone who didn't have the balls to actually use the word he was calling me, been told to just pay it and get over it because life is apparently too short to complain about being charged unlawful interest that you don't even owe, and of course been told that old chestnut about how banks don't make mistakes so i must owe the interest they keep putting on my account, but of course not one person has even considered that i might not actually be the only person Vanquis have been doing this to.

You can't let it go, can you?

Have you checked my most recent post on your thread, where I said I agreed with you, but that sometimes life IS too short?