Egg to Barclaycard Transition Update

miller

trickys77 wrote: »

I told them that I have a DD setup which takes full payment every month so that was impossible.

It would be nice to have a public acknowledgement by Barclaycard that this is beyond an isolated incident.

trickys77 wrote: »

how it was actually my fault

Perhaps you will be needing the superfluous email guide about how interest works that simonlilly was given. They have got some incredible whopping ego.

simonlilly wrote: »

I had interest payments added to my egg/barclaycard account - on challenging them I have got them to pay the value of interest as compensation as well as refunding the interest.

I think that is what everyone should be looking for. I would suggest £25/£50 is an appropriate sum. If that is not forthcoming then its a FOS job:

Barclaycard
Customer Relations Department
PO BOX 9131
51 Saffron Way
Leicester
LE18 9DE

To help us resolve your complaint as quickly as possible, we need to know:

1. Your name and address
2. Your Barclaycard account number
3. Any relevant reference numbers
4. A description of your concern or complaint - failed systems integration from Egg resulting in erroneous payment of interest.
5. What you would like us to do to put things right - apologise, refund the interest and pay compensation for the time and inconvenience incurred and stop blaming the customer for your mistake.
6. A daytime phone number we can contact you on

davesnapeuk

Since Barclaycard took over my Egg credit card I've just received an email and text message stating that a payment has been attempted on my Egg card but has been declined because the card has been discontinued.

I suspect that this is an auto-renewal service that I signed up to a while ago but I don't know which one has attempted to take payment from my card. I've changed all of my obvious ones (paypal, amazon etc.) but have no idea which merchant has been declined.

Egg won't talk to me because I'm no longer their customer
Barclaycard can't tell me who was declined

How do I find out?

Barclaycard's advisor has advised I write to head office and ask them to find out.

Has anyone else got a better solution?

miller

davesnapeuk wrote: »

I suspect that this is an auto-renewal service that I signed up to a while ago but I don't know which one has attempted to take payment from my card. I've changed all of my obvious ones (paypal, amazon etc.) but have no idea which merchant has been declined.

If you have the statement/details for this time last year it could be an annual recurring subscription of some sort. Failing that, the major culprits are breakdown services such as the AA, RAC etc. or some car insurance is going down the continuous authority route.

I don't see why they would tell you if you write to them, but not over the phone. Ludicrous.

tux900

Barclaycard_Company_Representative wrote: »

[...] but would ask that you continue to use our existing customer support channels and also the FAQs on our site.

Thanks,
Barclaycard Company Representative

It might be helpful to advise your customer support channels that there are some issues to some ex-Egg accounts as when I asked for information as to why I have been charged interest despite paying off my account in full by direct debit I received a generic (and unhelpful) response via your online messaging service, and when I telephoned to discuss the issue your representative was unable to explain what had gone wrong and kept telling me I simply did not pay the full outstanding balance from my last statement despite it being set up to do so by direct debit.

My interest was refunded as a 'goodwill gesture' but, frankly, this has left me with a feeling of anything but goodwill given that it really should not have been applied in the first place. A simple acknowledgement by your support team that there are (inevitably) a few niggles for some as a result of the recent transition is all it would have taken to allay my concerns that something somewhere had gone wrong and that it would be sorted in due course.

I do wonder how many people this might have happened to that may not even be aware?

Mathew

funkyhitman

I finally used my barclaycard for the first time this week and i've made two online purchases. The first is pending the correct amount but the second is showing incorrectly as £25.01 when I should have been charged £25.00. I'm not overly bothered about a penny but why would this have happened? Will it fix itself once cleared or has the merchant overcharged me? I've never seen this occur before.

Thanks!

stazi

And there was me reading all these horror stories about the Egg>BC change and thinking 'Glad none of this has happened to me'.

I got my cards and PINs, logged on with no probs, new DD set up with my bank, just haven't go round to use it yet, got told my first e-statement was available. Thought I'd check my BC card which said I could set up a DD- 'don't need to- my bank has the new DD'. WRONG!!

It was there- now it isn't!! I didn't delete it- why would I? My bank wouldn't delete it- why would they? So it can only have been BC- why would they?

Done another DD online at BC, but will pay my first statement by debit card in good time!

rozza.m

miller wrote: »

It would be nice to have a public acknowledgement by Barclaycard that this is beyond an isolated incident.

Just registered on this forum to mention that I've also got a Direct Debit for the full amount set up and I've been charged nearly £20 interest on my November statement and I'm forecast more interest for next month.

I've also had to call the Indian call centre already to get them to allow me into the new online banking site (and it was only once I got in that I discovered the interest charges). So these occurences are by no means isolated. I've sent a secure message to them but I've received an email today to say that they are receiving a large number of these and so I should wait 3 days for a reply.

All in all, not a positive experience so far

pammiemurray

I've just phoned the call centre (used 08009177277) to ask them about my £9 interest charge when I paid in full by DD. They said it was a 'trailing interest charge' to do with the fact that I received a refund during the statement month and even though the refund shows on my statement they don't take it into account until the next month, therefore it looks like I underpaid by the amount of my refund!! She immediately offered to refund me this as I had been unaware of this Barclaycard policy as it wasn't the same as Egg's, and has assured me now that this won't affect me in the future if I get another refund. I can already see a pending amendment for the amount in questionon my account so at least they acted fast. Looks like you just need to make a phonecall to them the first time it happens to you and they will fix your account. Here's hoping this helps everyone else.

mgmidget66

I just started a new thread on this but should have found this one, sorry! I also got my card transfered from egg. No problems on transactions being declined but I did have an interest charge added to my account. When I rung I was told it was because I hadn't paid in October. I knew I had, and paid in full, but the guy insisted I hadn't. I had to get a bit stroppy with him on the phone and eventually he admitted he was wrong, I was right, and my £1.30 has been refunded. Ok, it's only £1.30 but it's the priciple! I left Barclay card over 10 years ago as I was fed up with their charges and really liked egg. Looks like I might be cutting up a Barclay card once again!!

DocProc

Have just downloaded my new Barclaycard World Mastercard (what a mouthful!) Statement (ex Egg) and find there is an Interest Charge entry in the 'Out' column of £8.25.

As far as I am concerned, since I pay the card off in full every month, this should of course be 'NIL'.

The entry says:

Interest on your Standard Balance
INTEREST 1.313%

Anyhow, I'll be ringing them up about it! Grrrr!