Defaulting on a store card

lizardlucy3373

Just posted this on the Consumer Rights board but think this one might be more appropriate. Wondered if anybody could help me with where I stand legally on the following issue please? (I'm currently thinking I don't have a leg to stand on!)

I opened a store card with Dorothy Perkins in March this year in order to get 10% of everything I'd spent that day, the plan being to get the 10% off and then close the account as soon as it was paid. I gave them all my details and left the shop expecting to receive my card etc through the post, however it never came and I forgot about it (should have made a note to chase it up, I know).

I have just got my credit report from Equifax, as I am looking to buy a house soon and wanted to check that all my details were correct before applying for mortgages, and found that the store card is registered at my old address, despite living at my current address when I opened the card. I gave Santander a ring (store card is operated through them), and they have my previous address recorded as my current one, and my actual current address as my previous one, which explains why I didn't receive any statements.

I have now been charged various fees and interest on the balance as I did not pay when I was supposed to as I didn't receive any statements, so I have paid balance off in full and closed the account. However, I've had a look at the credit agreement I signed in the shop, and my current address is clearly stated, and my previous address is clearly shown as my previous address, therefore it seems to be their processing that is at fault for getting my address wrong in the first place.

I'm not so bothered about paying the interest, but am worried about defaults showing up in my credit rating (although April and May are currently shown as green on my Equifax report in respect of this card??), therefore my question is, do I have any comeback with them?

jonesMUFCforever

If it is their error then they should look at refunding any interest and charges.
The fact that you have paid off the balance should go in your favour.
They should amend any information passed on to the CRA's as well.

However it is Santander you are dealing with - good luck!

Valli

I would echo the above advice but add the proviso that you should complain by letter, save copies of all letters sent and be explicit in your letter to Santander specifying the remedy you expect...

you could reasonably ask them to refund all charges you've paid (ie interest and default charges) and to make sure that THEIR error is recorded as such on your credit file.

moreover their incompetence COULD EASILY have caused even more trouble than it has - the card they caused to be sent out to the wrong address could have been used fraudulently. Hardly complied with the Data Protection Act have they?

I would not be dealing with this over the phone at all - and I would be pointing out to them that if they fail to resolve this issue to your complete satisfaction you would have no hesitation in passing the complaint on to the banking ombudsman.

lizardlucy3373

Thanks for the advice - just spoken to a friend who said that Santander were on Watchdog a couple of weeks ago about their way of dealing with store card customers, so am preparing myself for quite a bit of letter writing!!

McKneff

Fight it all the way, its their misadministration that has caused the default. Default are very difficult to have removed but will be in exceptional circumstances and this is a classic case for removal. My daughter went through something similar last year and had hers removed.

She also got about £100 compensation, It didnt come off in enough time for her and her partner to get a mortgage though, luckily they
only needed to borrow a small sum so the partner managed to get it on his own, but it wasnt ideal.

Good luck