Homebase not accepting credit card payment

lisyloo

I am afraid you cannot believe what you are told by call center or shop floor workers these days.
Most companies will not pay compensation for mistakes by staff.

That's not right, but it's the truth.
You need to check important things in writing.

mlp

They probably refuse credit cards as they will have to pay ~ 2% merchant commission. You could, i suppose, offer to pay that commssion if it gets you out of the bigger hole.

chattychappy

lisyloo wrote: »

I am afraid you cannot believe what you are told by call center or shop floor workers these days.
Most companies will not pay compensation for mistakes by staff.

That's not right, but it's the truth.
You need to check important things in writing.

Yes. My record of perfect service from Santander was spoilt yesterday when my Zero card was blocked after I spent about £40 in a shop in Taiwan. Well, called them up and got it unblocked. They said I should have called in advance if I was taking a holiday in Thailand. Anyway corrected the location and the fact I'm not on holiday here. They will only take 3 countries and give me up to 90 days at a time.

Now for an old hand like me, nothing comes as a surprise. But the guy kept telling me that it was because of my unusual spending pattern and that it was always essential to call them EVERYTIME I travel else it will get blocked. The reality I've had this card for about 2 or 3 years and have never called them. I visit the shop in question every two or three months - never blocked. Meanwhile earlier this month I used the same card in Switzerland and Germany which I've never done before, and for larger amounts - and it didn't get blocked.

I'm perfectly content that they've changed their risk assessments or algorithms etc. I have no problem with them blocking my card at anytime for any reason. But the guy kept on saying it was my unusual spending pattern that had triggered it and I should have told them I was here.

He also said that it was entirely for MY protection. Nonsense, of course. It is for THEIR protection as unless I was grossly negligent, the liability for fraudulent transactions is with them. Fundamental misunderstanding of the law including the lending code which they've signed up for.

Anyway, I'm rambling.

Back to the OP and this question. YEP, I've noticed that increasingly call centre staff/sales reps just misinform customers. Sometimes to close the deal, no doubt but mostly I suspect because they are clueless.

Written sales contracts will usually try and exclude statements made by staff in what is known as a "whole agreement" (or "entire agreement") clause. The idea is that the deal is what is written and nothing more.

Problem (for shops) is that these clauses are legally not always effective (for a variety of reasons). Depending how they are written and the circumstances of your being told something different, you might still be able to sue/rely on the representation as a defence.

But the safest way is that if something is particularly important to you, then get it written into the agreement. Don't be put off by all the small print - just write it in somewhere, perhaps above the signature box. Biro will do! Make sure it goes through to their copy or get them to sign/initial too. A second best is to get it confirmed in writing separate but prior or at the same time as you sign the contract. Not saying this is legally watertight, but it would be blimmin useful!

Oh by the way, in a normal situation it doesn't matter how junior the rep is, what they agree to will bind their company.

Even a verbal assurance should be good enough if it is made at the time of signing - the problem is then one of evidence if everything is denied afterwards. All is not lost, if it ended up in court a judge wouldn't want to believe that you're lying if you're there and the shop can't produce the rep you signed with. But who wants to go to court over something like this.

Apologies for the rambling post. Concise advice is: get stuff in writing. If something promised verbally is important to you, write it in yourself if necessary. If the rep gets funny about it - well, there's your answer!

withnell

mlp wrote: »

They probably refuse credit cards as they will have to pay ~ 2% merchant commission. You could, i suppose, offer to pay that commssion if it gets you out of the bigger hole.

Nice idea, but likely to only be applicable to independant stores - someone as big as Homebase, the store wouldn't have the ability to play around with the systems to adjust for CC fees

t19ht8a5tard

Thanks for the advice ChattyChappy, and I am inclined to agree on the 'clueless' employee, I have spoken to many recently. I managed to pay it off in full anyway, saving 700 pounds in the process. Next time I need a new kitchen, I'll save first, I think.