Debenhams Credit Card - Santander - Not Impressed

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I opened a Debenhams Store Card on the 30th October along with a friend. The card arrived OK (although it took a long time), however I've still not received an opening statement and neither has my friend.

Just in case I actually went into Debenhams at the weekend and paid off what I assumed to be the balance, and asked them about statements. Obviously they were unable to help and said to call Santander which I've just done today.

The conversation did not go well - apparently I failed security as they asked me questions that I needed my statement for so obviously I didn't know the exact answers. The lady I spoke to then refused to even answer my question of when statements are generated and whether a statement had been sent to me. She also refused to put me through to a supervisor and would not put me through to cancellations saying that there was no one there. I was obviously getting very frustrated as the reason I didn't get through security was because I've not received a statement.

So my question is - for people who do have a Debenhams CC - when is your statement generated and roughly how long do you have from the date of the statement to having to pay it?

I have advised my friend to go in store and make a payment just in case, but it would be nice to have a rough timefram.

I only made a payment as I received my HoF statement recently and as I had bought some items from there on the 30/10 I wondered if they might have a similar statement date.

I knew Santander were bad (in fact I moved from them to FD recently), but I never imagined to get this level of customer service

Comments

  • suburbanwifey
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    I had the Debenhams Mastercard for about 5 years, until it was bought and taken over by Santander. The service went downhill from that point, prior to that it was an excellent card, with fabulous service and a 11.9% APR.

    I wish I could remember when the statement was issued, I cannot, sorry but I do know there was at least a week before payment was due.

    I'd dump that card frankly, you've already had a mild taste of what Santander are all about :eek:

    PS. I closed my account within 2 months of Santander taking over...cost a fortune to phone them, statements were always late, kept locking me out of internet banking to pay it and when you phone up, the sheer quantity of security to get through was ridiculous and then they didn't know what they were doing ....
  • [Deleted User]
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    Thanks Surburbanwifey. Santander appear to be OK when things run smoothly, but any issues and they are the worst people to deal with. That's one of the reaons I moved my bank account away from them.

    I finally managed to speak to someone who indicated my first statement would not be sent until the 13/12, it's just whether I believe him or not. But at least I've paid it off so I shouldn't get a late penalty assuming his information is correct.
  • suburbanwifey
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    I see you moved to First Direct, I've been with them 13 or 14 years now..best bank I've ever had, nothing is too much trouble, can't recommend them enough...good decision :D
  • hedgehopper_2
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    Hi Chibi. I opened this card recently as well (was having problems getting credit through no fault of my own and went for this one as it was the first that accepted me. Not good I know, but I really need a CC to balance finances for a few months)

    Bit horrified to hear about the lack of statement though, as I loathe not knowing exactly what is going on with my accounts.

    I think what I want to do is pay off any balance and not use it again until my first statement shows up - what exactly was the procedure in store, and can you let me know what documents I'll need to take? I want to be prepared if this is likely to be a struggle :(
  • y5d
    y5d Posts: 101 Forumite
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    My daughter had a similar problem with Santander through the Asda card - never got the card, never got a statement, but not allowed to speak to anyone as she failed the security. She didn't know the 3 digit number from the back of the non-existent card, or the credit limit from a non-existent statement! She has now organised herself another card.
  • hedgehopper_2
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    y5d wrote: »
    My daughter had a similar problem with Santander through the Asda card - never got the card, never got a statement, but not allowed to speak to anyone as she failed the security. She didn't know the 3 digit number from the back of the non-existent card, or the credit limit from a non-existent statement! She has now organised herself another card.

    Argh! How the heck did she pay it off? I was hoping to go into a store today and do this but am really worried I'll have the same problem...
  • [Deleted User]
    [Deleted User] Posts: 35,242 Forumite
    First Anniversary Photogenic Name Dropper First Post
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    Hedgehopper

    I'd strongly suggest you make your enquiries and paytment via Santander rather than instore. There used to be a strong conncetion between store and card a few years ago, but Debenhams have disassociated themselve from it in recent years and don't want to take up selling time with dealing with card queries.

    If Santander fail to come through fro you, then go to customer relation in Head Office (Welbeck St address). They are quite good at taking responsibility and sorting things for you.
  • vixarooni
    vixarooni Posts: 4,376 Forumite
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    I work for Debenhams. As staff we cant help a great deal because of data protection bla bla...plus it is a seperate financial service. If you go instore they can ring on your behalf, the security questions are normally address, DOB and the password you provided which no one ever remembers ha. I've never known anyone to fail that bit?

    I would be worried that i didnt have a statment in that length of time, i dont know if something happened in santander land because a man came in yesterday saying he hadnt received a statement yet either, although he opened an account later than you. Normally you should have had one by now, but they do give you awhile to pay it off.
  • PNPSUKNET
    PNPSUKNET Posts: 4,265 Forumite
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    register your card online for online access, I cant say we have had any issues yet
  • hedgehopper_2
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    PNPSUKNET wrote: »
    register your card online for online access, I cant say we have had any issues yet

    That's reassuring, but how do I do this? I gave them my email address when I signed up in store, which is supposed to activate online registration, but clearly they haven't bothered becasue I've had no notifications that this has happened :(
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