Vanquis woes

techz_2

Hiya,

I recently lost my wallet and reported my card lost, Vanquis shut the account down and opened a new one, fair enough you may say, The following day i was about to move house, Vanquis couldn't send a card to my new address without a utility bill.

I moved into a rented house that had bills all inclusive of the rent, so have nothing with my new address on other than my payslip, I rang customer services up who informed me that this would not do and I needed a signed tenancy agreement, I sent this and they wern't happy with this as it is some generic template from easyroommate that just has both mine and landlords signature on. So they still won't send me a replacement card.

This has dragged on for three months now, I cannot get a over the phone balance without going through to an advisor as my 16 digit accoun number has changed and they wont tell me my new account number, Evanquis is a joke and is bugged and doesnt show any correct information. (everything is from back in August and is was all incorrect even then)

I have asked five times over the phone to have a paper statement sent to my new address which has never arrived, I have requested four times online that evanquis be turned off and my paper statements reinstated. This has never happened.

I have sent five different letters now , and not a single one has been replied to, I dont know what to do next, they are happy with my identity when i call them up, they can see theres been no activity on the card since August as i physically don't have one. I have no card and no idea of what my balance is, or my min payment or due date without having to speak to an advisor every month at a 0870 cost to myself.

Its madness.

Any suggestions?

Thanks.
Techz

kathy40uk

No idea on what to do but instead of the 0870 number they have 0800 7816314 which gets you through to the same service but at least they are paying for the call

SnowTiger

techz wrote: »

I recently lost my wallet and reported my card lost, Vanquis shut the account down and opened a new one, fair enough you may say, The following day i was about to move house, Vanquis couldn't send a card to my new address without a utility bill.

Hmmm, this is a difficult one.

I can understand their point: you lose you card and request a new one and say oh, by the way, I'm moving so send the card to my new address. I think that would set some alarm bells ringing.

This is, perhaps, the sort of problem that a national identity card scheme would have solved. Must admit I was/am against such a thing, but I can see the advantages.

Is there anything else you could send as proof? A bank statement, perhaps?

UnderPressure

I for one cannot see what Vanquis have done wrong here? Your circumstances are far from normal and I am 100% sure if you had lost your card and they then sent it to a scammers address you would probably be the first here jumping up and down about that, as far as I can see they have acted responsibly in this instance as I am sure any credit card company would, come on now you have to admit to an outsider your situation does sound a bit dodgy to say the least????

The only thing I can think of is what has already been suggested, get your payslips, a bank statement along with another copy of your tenancy agreement and any other mail that comes to your address and put everything down in a letter and send it to them with the proof and see what happens.........................

On a side not you really should be named on the council tax bill, I am not 100% sure but always thought if you were over 18 this was a legal requirement if you are the main occupier of the property (I may be wrong???).

In your letter I would try adopting a tone of humbleness and let the know you appreciate their security measures however................................

HTH best of luck hope it all sorts itself out soon

PNPSUKNET

Raise complaint via recorded delivery, enclose a copy of drivers license or passport. Make sure you continue making payments, even to the old ref as you can then still say you made payments

NekoZombie

o.k. this exact same thing happened to me, and i have gone from a very happy to a very angry customer. I was able to send in a contract which they accepted, but I still had to make over 5 phonecalls and went over 1 month without the card. I reported it lost on October 4, only just got it back.

Despite what other people say on here, this has happened before with other more mainstream providers, and it has never been an issue because I was able to pick up my replacement cards in branch. Obviously vanquis can't do this, and here in lies the problem. Worse, I don't receive any paper statements, seeing as we live in an age where all statements are online. Like you, I don't pay any of the bills at the address that I live at. I would suggest your only option is contact your bank and get them to send you your statements as paper statement to your address. You can use that as i.d.

P.S. the reason e-vanquis doesn't work is beacuse they have closed that account. For some reason when you report your card lost, the generate a completely new account, not just a new card. can you not set up a direct debit for the minimum payments to save you all those phone calls?

cifpower

Could you not have set up a redirection then when the new card was delivered update your address details?