Sygma Payment/Refund problem

misscutiepie1984

On the 9th February I tried to pay me balance off in full (1k) on the creation website and it said the payment couldn't go through because my card details were incorrect, although they were infact correct.

The same day I logged into my bank and paid through my bank, that payment went through., As the money pre-authorises I was down by (1k) but I knew that this would filter back to me within a few days when the money is not claimed.

On 11th Feb I noticed that the money had been claimed by Sygma despite being told it had been declined. It was too late to call Sygma so I called them first thing on the 12th Feb. I was told a refund would be issued to me and hit my bank within 3-5 working days so Friday the 18th the latest.

I checked my bank on the 18th and I still don't have the money, I phoned up again and was told it would probably hit on Saturday as that to them is still a working day, they said they would issue the refund again.

I have just phoned up now and they mentioned I phoned on the 18th for the refund so I dont believe that first refund was instigated.

They also mentioned that there is a glitch on their website where it states that they payment has been declined but infact has been accepted.

So in my case im 1k down im now -£400 because of this and my rent will shortly been due out which I wont be able to pay, and now im expected to wait maybe another week.

So just bear in mind that if you make any payments on their site especially large ones it may go through even if it says declined, so if you tried a few times thinking you had typed in the wrong details you could be majorly out of pocket.

Do you think this is acceptable????

izools

This is not acceptable, no.

Write to them explaining the situation, and what their actions (or lack thereof) have resulted in. Explain how you will be out of pocket, and how you will have a lot of things to deal with that you wouldn't have to if they'd done their job properly, and ask them to offer a sum of compensation to account for how much it will cost you (overdraft interest ETC) plus time.

I have had numerous problems of a similar nature with Sygma - their call centre staff are absolutely appalling and don't do what they say they will / have.

A'la Vanquis

In my experience, HBOS group credit cards have worked the best and are staffed by call centre agents that do their job very well indeed (this includes Aqua)

misscutiepie1984

izools wrote: »

This is not acceptable, no.

Write to them explaining the situation, and what their actions (or lack thereof) have resulted in. Explain how you will be out of pocket, and how you will have a lot of things to deal with that you wouldn't have to if they'd done their job properly, and ask them to offer a sum of compensation to account for how much it will cost you (overdraft interest ETC) plus time.

I have had numerous problems of a similar nature with Sygma - their call centre staff are absolutely appalling and don't do what they say they will / have.

A'la Vanquis

In my experience, HBOS group credit cards have worked the best and are staffed by call centre agents that do their job very well indeed (this includes Aqua)

Thanks I did feel I should be due some compensation but I wanted to make sure I was not over reacting. Had they of sorted it within the week like they promised it would have been fine.

It just feels like im being treated like a bit of a mug now, were not talking £10 its £1k. If there really are problems with their website it should be stated that you need to wait a few days to see if the payment has actually gone through. Im just glad I didnt keep trying again on their webiste.