The Not So Nice People at Egg

dltbgyd1

What happened to customer service? I used to like the nice people at Egg, you could talk to them.



I have had a card with Egg for many, many years, for the cashback, and also their great customer service. How times change!


I came back from holiday and noticed my card was nearly up to it's limit, so I made a large payment there and then, usually shows up within one working day. No messages waiting for me. Two days later ay I noticed I had gone over the limit so tried to send a secure message but was unable to and had to phone Colections, who confirmed that I had made the payment but it had not been applied yet. I tried to make a further payment but was unable to so had to phone them again and made a further large payment over the phone.



No sooner had I done that and I got an email letting me know that I was over the limit. I phoned them back to ask why I just got the message two days after I had gone over the limit and was told that the system sometimes fails to send messages until a payment has been made. Confused. A few minutes later I get a phone call from the 0845 number informing me that my account was over the limit and to make a minimum payment of £0 (I had cleared the balance by then).


Called Egg Customer Services to complain and got Collections as before, and told they did not have a customer services there (or anywhere??). Told them I was not happy with their bad customer service, and was prepared to cash in my savings (quite a bit), and and close the account, unless they take off the £16 charge and make sure my credit history is not affected. They bascially told me they couldn't care less - credit card agreement etc etc - they were actually really arrogant and quite rude. I presumed I was must be speaking to a debt collection agency they were so offhand. When I checked the address on Google it really is Egg which is alarming.



So I will have to pay a £16 charge for going over the limit by two days, having made all the payments, which have already gone out of my bank, and it may show up on my credit history - great. :mad:


So, I have cleared all my savings from Egg and when I claim the cash back next March will cancel the card, and would urge others to beware, it's not worth the hassle.


Note to Egg if their Marketing people surf the forums - it takes a long time to gain a good reputation and a moment to lose it - and you lost it big time!!!!

Michael_Nottingham

I am afraid it doesnt surprise me

Have really gone downhill recently and seem to have offshored to India

And as for their fraud team - dont get me started - have just told me they are suspending my card for the 5th time in 6 months as they suspect fraud and yet there hasnt been a single fraudulent transaction on the account ever :mad: Worst card company ever - I will also be cancelling once I get my cashback

soul619

you went you over the limit you got charged......

ic

Egg changed a fair bit when they were taken over by Citigroup. It did used to be the case that debit card payments made on the website would appear very quickly - these now take a few days. This has been the case for a couple of years now. You should have requested a temporary limit increase if you were so close, or stopped using the card.

You say they were arrogant and rude, but frankly you sound to be the same! When I've rung Egg with a problem over payments when transferring bank accounts the staff kindly cancelled the charges I'd been given and removed the interest charged. Be nice and they'll be nice to you!

_Andy_

In summary

1) You went over the agreed credit limit.
2) As per the T&Cs that you agreed to, they charged you for this.
3) You threw your toys out of the pram and demanded they didn't.
4) They refused (quite rightly)

Can't see why this means they're 'not so nice'.

Rupert_Bear

_Andy_ wrote: »

In summary

1) You went over the agreed credit limit.
2) As per the T&Cs that you agreed to, they charged you for this.
3) You threw your toys out of the pram and demanded they didn't.
4) They refused (quite rightly)

Can't see why this means they're 'not so nice'.

Because they would not refund the OP's £16.00. However if they had they would then be the ever so nice people at EGG.

thistledome

I've also had problems with egg card recently for the first time (had it for years with no bother). They cancelled my card and sent a new one then complained that my dd wasn't working, well duh - they hadn't left enough time for the new card number to go on the direct debit. Web site wouldn't accept a debit card payment and the CSA gave innaccurate information when I tried to pay by phone. I've found they're still friendly to talk to as ever, just seem less competant than they used to be.

silvercar

Michael_Nottingham wrote: »

I am afraid it doesnt surprise me

Have really gone downhill recently and seem to have offshored to India

And as for their fraud team - dont get me started - have just told me they are suspending my card for the 5th time in 6 months as they suspect fraud and yet there hasnt been a single fraudulent transaction on the account ever :mad: Worst card company ever - I will also be cancelling once I get my cashback

I've suffered the same. One day (when on holiday) they phone to check some unusual activity - fair enough we were on holiday, so spending abroad. Next day our card is stopped to protect us from potentially fraudulent activity. Again we confirm every transaction, but they won't remove the block but have (un-) helpfully sent new cards to our home address!

dgrego123

i agree with the other posters. if you go over your limit your subject to charges at the end of the day they are penalty fees and are there to prevent customers doing such things.