The cost of mistakes

BackSeat

I have a (business) Visa card with MBNA. Today I received a letter alleging non-payment of the last bill. As we pay by direct debit, and there is plenty of money in the account, I was concerned. I called them and spoke to a very helpful woman. She put me on hold for about five minutes, but had the courtesy to come back a couple of times and ask if I wanted to continue to hold. I did. Eventually she explained that it was a mistake their end, and I could ignore the letter.

I then asked what the penalty would be if we missed a payment altogether, and she told me we would be charged £20. I suggested that, as a mistake on my part, such as forgetting to pay the bill, would cost me £20, it seemed only reasonable that a mistake on their part should cost them £20, and I asked for £20 to be credited to the account. She told me that should couldn't do that, and when I asked if she "couldn't" or "wouldn't", she said she wouldn't because they hadn't charged me anything. I explained (three times in total) that it wasn't about a refund of charges made, but rather about fairness. If they would charge me £20 for making a mistake, it seems only fair that they should pay £20 when they make one. Eventually she said that she couldn't do that, and that she would ask her manager but that she didn't think he could either. I told her I accepted that, but that somewhere in the management chain would be someone who did have the authority to make a £20 credit to my account, and I would hold while she found that person. About 90 seconds later she came back on the line and said that £20 had been credited to my account. I thanked her and hung up.

Lesson: these people penalise their customers when they make a mistake. They need to be held to financial account when they make a mistake.

Hint: be polite but firm. Increase both at the same rate.

BS

pfpf

:beer: :T :j :T :beer:

md_14uk

:dance:

Well Done!!!!!!!!!!

:dance:

qwopmnxz

PMSL.. very very good mate

CAE

Now thats what I call consumer revenge. Seems only fair.

:beer: :money:

inmypocketnottheirs

Excellent, absolutely excellent. I have maintained for a long time that banks, credit card companies, building societies, utility suppliers ought to be obliged to pay a customer compensation equivalent to the charge to customers when a mistake is made.

aakayb

Nice one.

He who dares win, he who doesn't don't.

The_Boss

Definitely agree with this - you should get something back for sure for the hassle caused and having to chase them up to deal with it.