Asda/Santander Credit Cards

pje

I called them last night, the £12 fee is a "technical error" which I was told had been applied to everyone's account.
It will be refunded on your next statement.
If you want to call them, use the free number 0500 100055, then select opt 1, then opt 4, then opt 2, and then opt 1

walkman50

My partner has also been charged £12 - despite having a direct debit set up which automatically makes the payment each month, making it impossible to miss a payment! Refund on it's way, with a very scary note that they will let the credit reference agencies know that an explanatory note should be made against the red mark. This doesn't get rid of the red mark!

P.S. They recently reduced her credit limit to just £250 for no reason and no explanation, which affecte her ability to use it for a penny off fuel - the only reason she has the card! Seriously considering cancelling it now.

the2ems

I had the same £12 added to my card and also sent an email. I got an automated reply saying they would respond within 48 hours, but they didn't.
I then rang them and got a recorded message about the charge, so it seems lots of people got the same.
I then received a letter explaining that the £12 would be refunded, including any interest incurred, and also they would correct any information that may have been sent to the credit agency.

xaurorax

I got a letter yesterday saying my Dorothy Perkins account had been charged a £12 late payment fee in error and that it was being refunded to my account. Like most people in this thread I also pay by direct debit (paying the full balance on my account) and could not understand how I could incur a late payment fee.

Browne

Hi I took out a Debenhams store card in August 10 and I got my first statement to pay off the original amount in the post the day it was due. I rang up immediately and paid with my credit card, but have had £12 late fee payment charges on my Debenhams account since then. I have rang up 4 four times now, was told it was computer error, got the statements and letters saying about non payment of fees again in November and December and even though I thought it was sorted out it wasn't. I wrote to them and paid a cheque for £12 in early December to end the matter even though this was costing me but was fed up with the hassle. I got a call from someone who said the cheque had been removed so he couldn't close the account until the credit showed. Anyway cheque was credited and then another £12 late fee was added, am in despair that this will get sorted out. Last lady I spoke to said she would it put to someone who deals with "concerns". I am expecting another statement and late fee added in January as don't think it will be sorted out. It has cost me a lot in phone calls, all because they cannot sort this out, it feels like a trap now. My next stop will be the Financial Ombudsman unless I hear good news in January.

Rhino666

The Asda card is proving hard work for me too.

Asked for the card to take full payment each month when set up but the paperwork that came through indicated that only the minimum payment would be taken. Phoned straight away and was assured this would be changed in time for first payment. First payment taken was minimum. Phoned again and told that there had been an administrative mistake and payments would now be for the full amount as originally requested. I asked about the interest chargeable and was told to phone a third time after statement production to get this refunded. I have called and been assured that the interest will be refunded but would not be surprised if this does not happen.

Incompetent and useless are words that come to mind.

They also reward Asda and other purchases with money off vouchers at Asda. I only got the card so that I can get free delivery on online orders of over £99 from Asda. The reward vouchers have to be used in store and cannot be redeemed online - very poorly thought out !

Wonkysplitdemon

Hi, I was browsing the forum and came across this thread.

I work for Santander cards, in the collections department (dealing with store cards and mastercards from the old GE portfolio)

The problems being encountered by customers at present relating to DD's being taken and charges applied for (non) late payments is due to an error with the banks I.T systems.

This stems from the recent migration of accounts to a new system, as part of the rebrand to Santander. I have dealt with many customers who have had the same problems as the posters in this thread. I apologise for the stress and inconvinience caused, but i can assure you a problem of this nature is not something a call centre agent/manager can resolve.. All we can do is refund the charges and correct the CRA information. We are all waiting for the I.T support guys to stop this from happening, believe me, we do not enjoy it.

The issue is not localised to ASDA cards either, it has affected the entire portfolio. Any card financed by Santander cards UK could be affected, so I would urge anyone who has a card with them to be extra vigilant when it comes to checking statements. (although the accounts which are affected will be identified and corrected without prompt from the customer)

Any questions, please ask..

I do not speak on behalf of the company, and i dont believe any information i have given in this post is confidential or defamatory towards my employer. Any views expressed are my own and not those of Santander Cards UK ltd..

wonky

H.P.Bazxter

Well, ASDA card customer service is beyond absurd, now they are issuing statement with preceding payment due date. Check my thread;

https://forums.moneysavingexpert.com/discussion/2883102

Wonkysplitdemon

I'm well aware of that H.P

This all stems to the new system which went live in October, the statements have been sent out with mis-prints, charges are being applied on accounts with nil balances, etc etc... I do not however believe this is a Customer Service Issue, the customer service department does not produce your statements and mail them to you.. It is all down to the new "improved" system the bank have implemented, the customer service staff can only do what they can. They do not have the tools nor authority to resolve these technical problems unfortunately.

catkimberley

I recentley had my card bloked because someone in America had got hold of my details and were attempting to use my Asda card to pay. They had filled in all my details on an american website, but luckily the payment didn't go through as I have never used it abroad and Santander were quick to block it.

I just don't know how or where this American company could have got my details from as I only use it with a few reputable companies