Santander/ Edge Card can they do this?

mrandmrsm

Ok I'm sure this will be a long story....
Basically back in 2007 we got a TV from 247electricals put it on an edge card.
April 2010 the TV became faulty...247 electricals had gone into administration so we contact Santander/Edge to get refund for the cost of repairing the TV.
Fought with them for over a year - got engineer reports and sent those off that detailed the faults and how much it would cost to repair and finally in May/June this year they came back to us detailing we would be receiving a £300 refund to cover the cost of the repair - this would go back onto the Santander/Edge card. Basically we have already bought another TV last year...can sell our old faulty TV for parts and wanted to get a dishwasher with the money refunded.
So Comet is the last place that accept Edge cards and once we got the last statement showing the £300 had been credited and also showing that we had so much 'Available to Spend' we went to purchase the dishwasher.
At Comet the card has just been declined...we got straight on the phone to them only to be told that account had been closed by them a year ago!??!?!
So confused and angry for three main reasons:
1. Closed without any notification
2. Promised £300 to cover the cost of repairs of our faulty item - but we can't use it?!!?
3. Statements still saying so much is 'Available to Spend'?!?!?

Can anyone shed some light as to whether this allowed??

dazza.mk

mrandmrsm wrote: »

Ok I'm sure this will be a long story....
Basically back in 2007 we got a TV from 247electricals put it on an edge card.
April 2010 the TV became faulty...247 electricals had gone into administration so we contact Santander/Edge to get refund for the cost of repairing the TV.
Fought with them for over a year - got engineer reports and sent those off that detailed the faults and how much it would cost to repair and finally in May/June this year they came back to us detailing we would be receiving a £300 refund to cover the cost of the repair - this would go back onto the Santander/Edge card. Basically we have already bought another TV last year...can sell our old faulty TV for parts and wanted to get a dishwasher with the money refunded.
So Comet is the last place that accept Edge cards and once we got the last statement showing the £300 had been credited and also showing that we had so much 'Available to Spend' we went to purchase the dishwasher.
At Comet the card has just been declined...we got straight on the phone to them only to be told that account had been closed by them a year ago!??!?!
So confused and angry for three main reasons:
1. Closed without any notification
2. Promised £300 to cover the cost of repairs of our faulty item - but we can't use it?!!?
3. Statements still saying so much is 'Available to Spend'?!?!?

Can anyone shed some light as to whether this allowed??

You'll need to contact Santander/Edge for them to reissue the card/refund the balance if it is closed.

mrandmrsm

We just did contact them and there was no mention of this - the card is still valid until 08/12??
Santander lady was rather rude....said the account was closed over a year ago so therefore the £300 refund/credit was unable to be used.

KingElvis

Conmet are a load of shysters, get back on the phone an demand your cash.

It's enought to make a cat puke.

mrandmrsm

This one is not a direct 'Comet' card this is an EDGE card that can be used at Comet as if it were a Comet Edge (we have one of those also).

thenudeone

Write to them straight away asking for the funds to be paid directly to you, since the account appears to have been closed without your knowledge.

Explain that if they fail to do so, you will be making a claim under s75 CCA (see guide on the site) as they are jointly liable with the original retailer.

dazza.mk

thenudeone wrote: »

Write to them straight away asking for the funds to be paid directly to you, since the account appears to have been closed without your knowledge.

Explain that if they fail to do so, you will be making a claim under s75 CCA (see guide on the site) as they are jointly liable with the original retailer.

in Post #1 it appears that the OP has already held the card liable under Section 75 as they've agreed to refund repair costs for a 3 year old TV, its just getting money off the card that is an issue.

OP, I'd make a formal complaint in writing following their complaints procedure and then escalate to the FOS after 8 weeks (if no response) or deadlock