MSE News: Barclaycard to fix Egg credit card transfer problems

larkim

I was unaware of the problems reported in this forum and on the MSE site. However, I did create my new login to barclaycard (torture!! why, oh why don't they let me choose how I format by username and PIN code, rather than forcing me to create yet another different username and PIN of differing length!!!) yesterday and had a quick review of my transactions.

All was OK apart from the fact that they had charged me interest despite being a direct debit full payer.

To their credit, a quick call to their customer services (took less than 2 minutes) resulted in an instant refund of the interest which I can see has been actioned and is on my statement today. :T

(Note, I used the "saynoto0870" website to get their customer services number so I could call within my bundle of minutes on my mobile phone contract :money: )

So whilst its not good that they've cocked up, nor that they haven't resolved the issues themselves without me having to pay, I'm pleased with the way that they have handled things.

Matt

NBOATER

Barclaycard changed our credit card statement date from 13th to 11th monthly, changed our DD date from 1st to 28th. Charged us interest on our last payment even though we have DD set up to take full payment every month and it was taken on 1st.

So far we have emailed - no reply as yet - so called (India - very nice chap) he is crediting the interest. We have asked for the statement & DD dates to be amended to be in line with our Egg ones - not overly sure if this has been amended.

As i hate Barclays in general will keep the card until cash back paid in March then will cancel and apply for a Sainsbury Nectar card.

Please tell me Barclaycard are not responsible for this one as well!!

OllyM

NBOATER wrote: »

As i hate Barclays in general will keep the card until cash back paid in March then will cancel and apply for a Sainsbury Nectar card.

Please tell me Barclayscard dont run this one as well!!

No, it's run by HBOS/Lloyds Banking Group but please don't do this. You get 1 Nectar point for every £5 you spend which is equivalent to 0.1% cashback - absolutely dire.

NBOATER

Customer services have emailed to say they have refunded the credit charges but not to take them off my next payment.

Confused as they take the Direct Debit in full so no action from me.

Annoyed as Egg always reduced the DD by any credits due.

Doubly annoyed as they say they will not change the statement and payment dates.

Guess I will stop using them earlier than anticipated as cannot afford for them to take DD on 28th or earlier - my salary is not credited until 28th and most of my dds come out on 1st which suits me fine.

Think I will send them an official complaint via the website as a last try.:mad:

mjr

The transfer to Barclaycard left me with two direct debits showing on my current account, the one for my old Egg account and a new one for Barclaycard.

There was no balance on the card so neither have been collected. I cancelled the old Egg one yesterday, and received this by email:

Dear Cardholder,

You recently requested your bank to cancel the direct debit on your Egg account which has now transferred to Barclaycard.

All your direct debit information has been automatically transferred across to Barclaycard so we just wanted to check that you do still want us to cancel your direct debit.

If you would like your direct debit to continue please let us know by responding to this email. If you do not respond we will complete the instruction and cancel your direct debit within 24 hours.

Please do not reply to this email with general queries as we will only acknowledge receipt of the do not cancel instruction. If you wish to contact us to discuss your account you can call us on 0844 556 0060, alternatively you can send a secure message via www.mybarclaycard.co.uk if you have already received your log on instructions.

Interestingly they'd be happy for a response by email, which they've got no way of authenticating.

I'll send them a secure message and explain what has happened, though I'm tempted to cancel them both and then re-establish it separately via their website.

Anyway, if anyone is tempted to tidy up their direct debit list like I did, probably best not to...

mar7t1n

You only find out how crap a company is when you have a complaint. Typical nobody knows what they are doing stuff.

My payment used to be taken on 1st of the month with Egg to match my salary. BarclaryCard write and say we'll take payment on 30th. Hello that really doesn't help me! Am I the only person in the world who moves any remaining funds out of my 0% current account into my savings. No I think not. So I write to ask for it to be moved and get the most confusing email about billing dates, statements dates and payment dates with a then vague sentence about if your statement is here then we'll take payment in this 15 day window. Surely to move the direct debit collection date one or two dates later you simply move the statement date one or two days later - job done!

Really missing Egg already. Might go on the look out for a new card if they can't get it right. But obviously the 1% cashback is worth having.

djhworld

I still haven't received my new card, I've phoned them 3 times now and they keep on saying "we'll send out a new card immediately sir!"

This has been going on for 18 days.

newfoundglory

NBOATER wrote: »

Barclaycard changed our credit card statement date from 13th to 11th monthly

I havent had any problems with BC.. apart from this. My statement date was also the 13th (lucky for some!!) but was processed on the 11th.

I am wondering if this has something to do with the 13th in Nov being a weekend?

Geodesic66

I and my partner had two Egg Money cards which were transferred to Barclaycard. All went pretty well except that, like others a small interest charge appeared on my last statement dated 18 Nov when I pay the card in full each month. I phoned and was immediately told the charge was being refunded, although I got the impression that had I not phoned it wouldn't have been. The article says letters are being sent out about this error but I haven't had one.

On the D/D transfer, a new D/D has appeared on my current account with the new card number and Barclaycard's Originator ID of 624595 but I'm reluctant to cancel the old "E C" one (Originator ID 943002) in case the same happens as it did to dobsoncrew - think I'll wait until the D/D has been taken before I cancel the old one then I'll have a month to sort it if this cancels the new one too.

I have to admit the new web interface is better than the egg one and is very speedy to navigate. I had another Barclaycard account (ex-Goldfish) and the ex-Egg one appeared with it in the same online profile. Cashback was also correct with the correct carried forward amount since March in both my and my partner's account. Handy that it is also a contactless card now too.

Also both statement dates have been brought forward by two days which doesn't affect us but obviously could if the payment date was then before you got paid. Surely it can't have been difficult to replicate the old ones?

I'm a bit concerned by Mrmoo's comment about part payments. My understanding is that any interim payments reduce the D/D (more than 5 days out) - in fact it specifically states this on the home page - in the "Pay your card bill" box it says "The amount will be reduced by any payments received since your last statement". This is the way it worked with Egg too, with card refunds also reducing the D/D. A quirk with Egg was that if the D/D failed for any reason the retry was then for the min payment. Not sure how it works now.

worried_ex_eggman

I had an egg visa and egg mastercard. Transfer all went smoothly until I tried registering on mybarclaycard. Could only see the mastercard. called the call centre and was told the missing visa card would be added withing 5 days. 6 days later I checked and the visa card had indeed been added along with someone else's visa card!

I've now had to make another 4 phonecalls (the first suggesting its an egg issue and I should contact egg!). The general gist of the calls are that it must be my account as the address/name/DOB they are now holding against this extra visa card all match my details. Fortuneately someone else has set up a direct debit to pay it off!

Waiting for the fraud dept to contact me. Interesting that they are refering a procedural error with the transfer process (either with egg or barclaycard) to the fraud dept.

Not very impressed, doesn't look like the start of a longterm relationship.

Am I the only one who has this issue?