Do you think ill get anywhere with this letter??

Tink_04

To Whome it may concern,

I am writing as i have an ongoing issue with my egg card that i feel im getting nowhere with and im hoping someone can finally help me.

A few months ago i was on the egg site and i noticed my balance was under £500 so i reduced my card limit form £750 to £500 as im gradually paying my card off. A while later i got my statement and was informed my limit had been exceeded as the iterest had gone on taking me over £500. I spoke to an adviser and eplained what i had done and he told me i had to pay £39 on my next DD and then he would refund the £16 charge that was added for going over my limit. My DD was due to come out a few days later and i said i didnt have the funds there i only had the £20 i normally pay, he responded with if the DD does not claim you will be charged again and will have to deal with collections. The DD was returned for lack of funds and i spoke to a lovely girl in collections who i explained everything that happened to she said we could work out a payment plan and my charges were due to be refunded.

I started my plan ringing up and paying £20 a month and continued to do this until the last payment was made. I then recieved another call saying i had missed a payemnt (my DD had not been re set up even though i was under the impression it had been as i did it on the phone when i made the last payment) the called said i must pay £39 or would be charged and have to deal with collections i explaine about my payment arrangement and he was unaware of any such plan. I payed the £39 as did not want any other charges to go onto my account.

My account is supposedly back to normal and under the limit but on my statements ive been charged £16 everymonth i was on my payment arrangement. This was not what was meant to happen the first charge was supposed to be refunded and the rest stopped whilst i made payments.

The staff in the call centre each give conflicting information and i have no idea what is happening with my account on each statement it says im over my limit and have been charged each time. I cannot get anyone to help me with this and i feel like im paying over the adds for something wich was a genuine mistake and took me over by a few pounds. This should not have to have gone this far if the first or even second advisor had ensured my charges were refunded and stopped.

I have previosly complained about staff in the call centre being rude and unhelpful but even that has not been addressed properly.

I dont use my card and i have been paying £20 a month which is over the minimum payments to try and clear my account. I have not gone down the route that many people do of trying to write ot off or stopped paying, yet im being messed about and blocked at every angle.

I would appreciate it if you can help me get this matter sorted out and have my charges refunded back to my account. I would also like the staff's lack of ownership and telephone manner to be addressed with the right people as there will be many more customers who feel like i do.

I awaite your response.

Many thanks

happy_bunny_2

Send them a complaint, in writing by recorded delivery. Could also use a secure message if the website allows you to once you log in.

Tell them what you have been told, what actually happened and what you expect them to do to correct the situation.

Maybe also worth checking your credit report first to see if they have done it any harm, as you could include that in the complaint if they have.

What you have above seems a bit long. Also include the words formal complaint so they can't just ignore it.

HTH

topcat9

Hi Tink,

I've dealt with Egg in the past. Make sure you send your letter, in writing, to the address below. This makes it an 'official' complaint. Don't bother with emails, phone-calls or secure messaging. You should get a phone-call or letter back within about 5 days to acknowledge your complaint and they will (hopefully) then sort it.

Customer Relations Office
Egg
PO Box 9366,
Derby,
DE99 3AL

At the minute, your letter looks like a bit of a 'brain-dump' of all your dealings with Egg. Try to make it more concise and to the point. I'd start off with a short paragraph which very briefly states what the problem is (e.g. charged £16 for x months whilst on a payment arrangement where it had been agreed there would be no charges) and what you want them to do to put things right (refund £xx etc) . Follow up with a couple of longer paragraphs going through what happened in time order (give specific dates if possible; cut down a bit on who said what and stick to the facts). Finish off with a final paragraph asking them to consider your request for a refund (or whatever you want).

The Customer Relations people were pretty good with me, so hopefully you'll get your problem sorted quickly.

Tink_04

Hi just thought id post to tell you I tweaked it a bit and sent it via message on the egg site n I said id be sending a copy via post to make a formal complaint and they sent me a message back refunding me my £64 woo hoo

topcat9

That's great! Just shows, you don't ask...you don't get.

happy_bunny_2

Nice one