Atrocious Customer Service from Egg

CrazySaver

ex-egghead wrote:

I think D_Brundle may need some anger management classes here.

I'm not the bank, I no longer work there and there is nothing I can do for you (even if there was I would still tend to side with Egg on this one).

Please do not attack me for what I have said, saying things like "are you incapable of acknowledging that?" and saying things I've said are "foolish".

People on here are only trying to help. On this matter I am simply trying to put it to you that any bank would do the same to you and whilst you may take your custom elsewhere, it may happen again and certainly no bank will loose sleep, tears or any sort of money which will affect them over you leaving.

I appriciate that this all has been very annoying for you and dispite what you may thing, I do understand from your side of things what you are saying and how you feel. When working at Egg I spoke to customers who were equally as unhappy with things as you, I also spoke to alot of customers who were extreamly happy with the service given.

Just please bear in mind when your writing on this board that people are trying to help.

ex-egghead.

Well said...

D_Brundle - limits are there for a reason, if you cross them you've only got yourself to blame. As for the amount charged, that is in the terms and condition which you agreed to in the first place (not hidden costs which were sprung on you).

James240

yep will agree as well limits are there for a reason, if u go over u get charged simple...

D_Brundle

Anger management classes? Perhaps a personal attack Monsieur Kettle?

Couple of responses.

I'm annoyed and !!!!ed off, yes.

I've been a responsible customer for years, Egg screwed up several times before this happened and I had to go out of my way to sort it out. Apparently you seem to think its OK for them to screw up with no financial penalties, I make a small mistake and get hammered.

Mmm, you think thats OK I beg to disagree.

I have no problem with a charge that reflects Egg's actual costs, like many customers I object to them levying charges they know to be illegal.

Also I asked a straight question, applying a penalty charge is illegal, it is against the law, it is wrong. Full stop. Is it OK for a bank to do so because its changed the terms and conditions because it felt like it?

It was a point made several times but you choose to ignore it. You chose to engage in a debate by defending Egg's conduct.

If you thinks its OK for banks to act illegally, fine thats your opinion.

ex-egghead

D_Brundle

If you knew about the industry, you would also know that earlier this year the OFT stated that after investigation, banks were making an estimated £300 million on adding extra charges. The OFT threated to take further action if these charges were not reduced accordingly.

One month ago, on the 7th September, the Guardian reported;

The OFT said today that credit card issuers had followed its guidance and cut fees, the majority by almost half. As a result, it would not be intervening further in the card market and would turn its attention to overdraft charges

Another source quoted The OFT as saying;

when a direct debit agreement has been broken, the bank could be justified in charging more than the recommended £12.

I appriciate your point regarding penalty charges. However, the OFT have investigated before this incident and appropriate action was taken so the amount you have been charged has been certified by the OFT as being 'Fair'.

The point others have been trying to make is that the charge is in the terms and conditions you agreed to. If you read the conditions and saw that you got charged £20 for going over limit and disagreed with this charge, why did you agree to the conditions?

I'm afraid at times D_Brundle you must accept you are not right. I am all for getting the best deal and all for consumer rights. In all walks of life you will find it is one rule for one and one rule for another. The only thing you can do is try to protect yourself by being as informed about it as possible.

Take one thing away from this D_Brundle - "You live and learn".
:rolleyes2

ex-egghead

skybluesaver

I also have had terrible service from Egg. Sometime ago, i had a loan & credit card with them, which i payed off completely with no missed repayments. Few weeks back i decided i would like to apply for their Egg money card for the cashback. Applied for it, didn't receieve an e~mail or letter to inform me of the outcome of my application. Rang them 3 weeks later to be told i had been declined. I was angered by their lack of communication & common courtesy. Suffice to say, Egg is history for me..

asharon

ex-egghead wrote:

I don't know the in's and out's of where the costs are incurred when you go overlimit. The point is, if you say, lowered the charge to £2, how many people would think, meh f*** it, it's only £2, i'll spend it anyway. Is that responsible lending on a banks part to let someone spend more than they think is sensible and charge them only £2. Then when you get into financial trouble, its the banks fault too!!

.

they could easily put in place a system where a person could not exceed their limit and stop any transaction for that amount. Take pendings into account so they dont want to be responsible or they would.

D_Brundle

ex-egghead wrote:

I appriciate your point regarding penalty charges. However, the OFT have investigated before this incident and appropriate action was taken so the amount you have been charged has been certified by the OFT as being 'Fair'.

Actually no it hasn't they recommended £12 as "fair". Your quote is taken out of context.

Guardian-7.10.06 wrote:

It ruled that providers were unlawfully making £300m a year from late payment fees and said card issuers should only charge a sum that reflected the cost of dealing with a late payment, not make a profit from the charges, and said any charges above £12 would be investigated.

And more recently

Guardian-9.19.06 wrote:

The move on current account penalties - long heralded in Guardian Money - follows April's OFT attack on similar penalties on credit cards. This set a £12 upper limit for penalties. Since then, most card companies have cut their fees from £20-£25 to £12.

By the way, they put this charge on my account before the OFT investigation. They've since reduced their charges to £16, a tacit admission their charges were unfair.

ex-egghead wrote:

Take one thing away from this D_Brundle - "You live and learn".

Actually what I took away was when you get a crap service, take your business elsewhere. And however much you defend Egg, even putting that penalty charge aside, their service over the past year has been atrocious. That more than anything else is why I'm leaving and looking round here lately I'm not the only one.

At one time, I was really happy with Egg, so much so I've recommended it to several friends. All of whom now agree it ain't what it was and are looking to change.

gem4

Oh dear, so far..... 'touch wood'...... I haven't had any major problem with egg.
I did have a 1p interest charge when I first opened the account in January even though it was 0% on purchases and 0% on bal transfers (if I remember correctly).
When I queried it I got the 'standard' reply pointing me to read their t&c's...3 times!!!
Much later they finally understood what I was saying and admit it was an error and they would refund the 1p.
After a month when I still hadnt had it refunded I messaged them again to ask why not and they apologised and refunded it.
A lot of bother for 1p?? The amount is insignificant, its the way it's dealt with that matters.
Maybe its because they have changed hands recently?

ex-egghead

Actually what I took away was when you get a crap service, take your business elsewhere. And however much you defend Egg, even putting that penalty charge aside, their service over the past year has been atrocious. That more than anything else is why I'm leaving and looking round here lately I'm not the only one.

I only defend egg when its due. Otherwise I am here to actually give you some help on how to make the best of it when u have an egg account. Totally agree on the customer service, there are plenty of muppets that work there that don't have a clue. The customer service has definatley gone down hill since I left there! No-body has the balls to stick up against managers to argue the customers point as they're brainwashed to move quicker up the ladder.

You might think D_Brundle I'm pro egg, infact, i came on this board for completely the opposite reason!

ex-egghead

gem4 wrote:

Oh dear, so far..... 'touch wood'...... I haven't had any major problem with egg.
I did have a 1p interest charge when I first opened the account in January even though it was 0% on purchases and 0% on bal transfers (if I remember correctly).
When I queried it I got the 'standard' reply pointing me to read their t&c's...3 times!!!
Much later they finally understood what I was saying and admit it was an error and they would refund the 1p.
After a month when I still hadnt had it refunded I messaged them again to ask why not and they apologised and refunded it.
A lot of bother for 1p?? The amount is insignificant, its the way it's dealt with that matters.
Maybe its because they have changed hands recently?

Its just an example of muppet staff and team leaders. Majority of staff cannot do refunds and rely on there muppet team leaders to do this for them. I wouldnt blame it one the change of hands as the only thing thats happened is that Pru put pressure on Egg to get more share and then IMO Paul Gratton didnt want this to happen (as he announced in an annual meeting I attended the year previous he wanted to get rid of pru). Mark Nancarrow then took over from him, and although Mark will have some good idea's of his own, he will be limited by Pru, hence why i think Paul left.

Lots of politics around it I think, overall, I wouldnt be supprised to see Egg cease traiding in the next 2-3 years.