egg money - direct debit delay (theirs) incurs charges (mine)

4worried

WARNING - EGG MONEY DELAYED NEW DD ARRANGEMENTS WHEN WE MOVED BANKS PUTTING ME INTO ARREARS; CHARGED LATE PAYMENT AND INTEREST. CHECK YOUR DD SET UP WITH EGG, DO NOT CANCEL YOUR CARD BEFORE YOU GET YOUR "CASH BACK BONUS".

I have egg money card (recommended by this site - good money back and website, POOR CUSTOMER SERVICE.)

Have a direct debit drawn by Egg money from my bank (22nd of each month), paying off full balance each month (so no interst/charges). I have just moved banks and used a bank "switching service" to move DDs and STOs. I confirmed all payments had been set up correctly from my new bank.

Now been charged for "payment failure" by Egg. Only discovered this when card refused in shop (embarassing). No text/email alert sent to me. My credit rating (Experian texted to alert me- good service!) was adversely affected.

Egg was notified by my new bank on 4th Dec, Egg cancelled my existing DD on 12th Dec. Egg did not set up new DD until 20th Dec, "too late to pay my balance". I asked why it took 16 days to alter my payment details? "It was an unusual oversight". Hmmmm, is it???

Today,checked husband's account, just in case. HUSBAND HAS NOT HAD HIS NEW BANK DETAILS ENTERED BY EGG, BUT HAD HIS OLD DD CANCELLED. HE WOULD HAVE BEEN IN ARREARS BY THE END OF THE WEEK.

Today, refunded charges and interest and credit rating cleansed, as is only right. My attempts to explain why a gesture of goodwill may be appropriate (stress /time /credit rating effect) got me "£2 for your phone calls". I formed the impression they were not bothered if I cancelled the card.

Of course, if we cancel the Egg money card due to this hassle WE WILL LOSE OUR MONEYBACK (credited anually), so now looking at another credit card and will put egg money on ice.

I wanted to stop this happening to other users. Anyone else had this sort of hassle?
H

advent1122

4worried wrote:

Today, refunded charges and interest and credit rating cleansed, as is only right. My attempts to explain why a gesture of goodwill may be appropriate (stress /time /credit rating effect) got me "£2 for your phone calls". I formed the impression they were not bothered if I cancelled the card.
H

It was a mistake and you were refunded charges and interest and your credit rating was not affected, you were also offered £2 for the phone call you had to make.

What more can they do???

Gazman321

I've always found Egg to be very helpful and offer a good service

4worried

Cheers, guess I didn't enjoy the run around sorting it out, adding to the stress (perhaps not for you, accepted) of switching bank accounts. Could you tell?!
My point was that the mistake made twice, on 2 different accounts, that's why I mentioned it. If it has happened to someone else recently,it may indicate a problem with Egg and the payment account switching process.

Gazman321

could you not claim under DD guarantee? Maybe worth checking with you bank

4worried

Thanks Gazman, will do, I forgot about that back up.
I've incurred no loss now I've tracked down where the problem lay. I think it is unusual for the receiver of the direct debit payment to be at fault, rather than the bank or individual paying the order. Learning experience.