Egg Money change of TOC re cash withdrawals

semo

Hello, hoping for some advice.

I've just noticed that Egg have charged me for withdrawing money even though I've had a positive balance.

I rang them and cs told me that this has been in effect since July 2009 (after telling me it's always been that way several times). I've asked for a manager to call me back. I checked my emails and it seems that this has been in effect since May actually. I thought that such a major change would warrant a letter or at least be the subject of an email (they actually advertise their insurance before they even mention this major change, see below).

Any ideas if I can reclaim some of the charges? Some of the biggest selling points of this cards are removed and I get it in a single email buried under a plug?

The changes, at a glance

Interest on positive balances
From 24 April 2009 the interest rate you receive on positive balances will reduce from 4% pa/AER to 0.5% pa/AER and from 15 May 2009 interest will no longer be paid on positive balances. Because of this, Direct Debit payments will only be taken when you have a negative balance. To find out how to transfer a positive balance please click here

A range of new insurances
We're adding some new insurances as standard, effective from 15 May 2009. These are all designed to offer extra protection on the things you buy:

# Price promise – buy an item using your Egg Money card anywhere in the world and if you find it cheaper within 30 days, we'll refund the difference.
# Extended warranty – use your card to buy any electrical item and get 12 months' additional warranty after the manufacturer's warranty expires.
# Purchase protection – buy items with your Egg Money card anywhere in the world and you're covered against theft, loss or damage for 90 days after purchase.
# Event cover – book event tickets using your Egg Money card and you're covered if you're unable to attend.


Full terms, conditions and exclusions for the above insurances will be provided to you by 15 May 2009. We will contact you when these are available.

Cash advance fees
From 15 May 2009 cash advance fees will apply.

To find out more about these changes, the new benefits and how to transfer a positive balance, simply click the link below.
find out more about the changes
read the full Egg Money terms and conditions

lisyloo

No you can't claim back the charges.
You admit you got the email.

Are you expecting them to refund you because you don't like the design of the emails???
If you can't be bothered to read it then it's your look out isn't it.
From memory, my email said "Important" in the title which was flagging up to me that I should be aware that there might be something I should pay attention to in there.

No I don't work for Egg, just think you are taking the P if you want to charge them because you didn't read your emails.

co123456

Another reason to check your statement every month.

There's little you can do but learn from the experience.

semo

I was just expecting a letter or at least more than one form of communication. Am I the only one?

Anyway I'll try my luck

And no I don't read my emails and only letters. Lesson learned

lisyloo

I was just expecting a letter

I've never had a letter from Egg.
Only on-line communications.
That's a "feature" of on-line banking.

semo

So I'm the only one who thinks egg are not doing enough? They remove a major feature and selling point (remember those guinea pig adverts?) by sending you a SINGLE info/marketing email and you all think it's enough what they've done? How about an email warning you of the changes and then another email telling you about the changes. What about an online message (or two) when I go to check my balance? What about a text (they send me texts to tell me my balance but not to warn me of a costly change of TOC?)

How about the organization of their website. The statements don't show you the balance after each transaction and not even a starting balance. Not easy to export to excel to make your own calculations either (everything goes to just one cell). Don't tell me you all agree that this is good enough for a purely online service.

I'm still trying to get to a manager over there. Will report back if the flaming stops