Next Online and the disappearing credit

carve360

Anyone else experienced strange happenings on their Next online account?

In June 2009, I brought some trousers from Next online, paying off the account instantly, then returned them for a refund. My account was credited with £28 as expected.

I didn't log into my account again until a week ago, when I wanted something from Next and remembered the credit on the account. My account balance, however, was reading zero.

I checked the statements, and on 10 Feb 2010, £28 was removed from my account as an "Account Adjustment", with no further explanation given. I checked my bank account statements, and no payments of that amount had gone in there.

I called customer services, who confirmed that, yes, the money was removed from my account. I was told that it was a "old system" that they were using and the rep on the phone couldn't explain why the credit was removed, other than "it happens". They agreed to put the money back on the account or refund it, so no harm done.

We are only talking a small amount here, but had I forgotten about the credit on my account, or not checked the old statements, I would have happily handed over more cash for my next purchase. Surely zero-ing an account that is in credit after 8 months without phoning or e-mailing the account holder is bad practice? Where banks are actively searching for holders of lost accounts, Next seem happy to take full advantage of forgetful account holders.

Anyone had a similar experience?

cyberbob

What do the Terms and conditions say about this? I know some of these credit accounts if they are inactive for a period of time and there is credit the accounts are zeroed.