MSE News: Barclaycard to fix Egg credit card transfer problems

Heinz

I've only just spotted the 11-11-11 MSE article and noted with interest, the statement therein from Barclaycard:

Those charged interest incorrectly should also receive a letter next week apologising and explaining a refund has been applied.

LIES!

I had erronious interest applied to my account on 17-11-11 and have received no such letter despite a telephone, online and written (to CEO) complaint.

I'll be cutting the cards up.

mjr

I wonder if Barclaycard have tried to tidy up the old Egg direct debits that were staying around for some people like me who had both Egg and Barclaycard DD's still listed, but in doing so the DD system realised they were linked and ended up cancelling both. That might explain why people are being told this was initiated by Barclaycard...

velmead

I cannot find any evidence of other people suffering the issues I have but I am so angry I feel the need to share. I have been an Egg customer for years and used the card for all of my purchases. Since BC took over I have had five online purchases declined - I was wrongly advised it was possibly because my 3 digit security code was 000. I arranged for a new card to be sent and tried again - buying concert tickets on Ticketmaster. Again I was declined, as was Travelzoo and two others. When I was declined at a petrol station I really felt the frustration (I have a £5k+ limit and had managed to spend £150 to date). I called BC who told me it was the suppliers' issue and not a problem with them. I argued this and after 20 minutes on the phone, they admitted it was Barclays problem and apologised. I suggested a re-training issue as by now I had lost the Snow Patrol tickets I was trying to buy. I then went on a mini shopping spree and bought from 2 sites (total £55) and then found I could buy pre-sale concert tickets. At last, an advantage of being with Barclays! I got front block tickets, total £280 and guess what.....declined!!!!!!!!!!!!!!!! Then the Fraud team rang - unusual transaction alert. For goodness sake - I'd bought concert tickets every month with Egg and if I am going to have to confirm it is me everytime on the phone then I risk never getting decent seats again. Anway, card was reset and able to make the purchase with 30 seconds to go. Anyway, yesterday I was declined again on a £13 train ticket and then again this morning when I tried to buy my ticket home direct from the guard. Fortunately I had cash with me. I have been online in the hope of sending an email to complain and my Mastercard is not even showing on my account anymore. Needless to say I have just successfully applied for a CapitalOne cashback card (thanks MSE for advice) but I cannot believe I am the only person to be suffering with this particular issue...........

Geodesic66

I've no way of knowing whether Barclaycard are using the same fraud detection methodology as Egg used (may well be at least at present), but I have had this problem with Egg before (although not within the last 6 months or so), to the extent that the Egg Fraud department is in my contacts so I know to answer it - if you don't they used to block the card until they had made contact with you. It seemed to go in phases, where suddenly most/all online "Customer Not Present" transactions would immediately prompt a fraud dept call to my mobile.

I imagine these decisions are computer generated, so assuming that the pattern of spending is typical for you, are there other factors that have changed, such as changes to your credit reference file? Also have you signed up to the "Verified by Mastercard" program when offered (i.e. you have to enter a personal password when buying online), as if you do this may solve the problem - I seem to remember this coming up (with a newly generated username) the first time I used the Barclaycard online.

If you do move cards then I agree the Capital One card (after the initial first 3 months' 5% carrot) does run Barclaycard a close second up to £22k spend a year, and beats it if you spend more than £22,000 a year (the Barclaycard cashback limit is £20,000 but £40,000 with a partner's card and additional cardholders), as it has no cashback limit and pays a generous 1.25% above £10k. From the Capital One ad:

How is my cashback calculated?



You will earn cashback in the following ways:

• 5% on everything you buy for the first 99 days after you open your account. The most cashback you can earn in that period is £100.

For purchases made after the first 99 days from your account opening you will receive the following cashback:

• 0.5% cashback on all subsequent purchases up to the next £5999.99
• 1% cashback on all purchases from £6,000 to £9999.99
• 1.25 cashback on all purchases from £10,000

These rates are applicable until you reach the anniversary of your account opening, when you will begin earning cashback at 0.5% and your cashback rate will increase (see above) as your purchases pass each threshold.

When and how am I paid my cashback?
Your cashback will appear automatically on your January statement each year and will be credited directly to your account.

How much cashback can I earn?
There is no limit to how much cashback you can earn after your initial 99 days.

Did Capital One give you a reasonable credit limit? My and my partner's Egg card took several years to build up to a decent level so the cashback could be maximised without having to make additional payments to avoid breaching the limit, which was a pain.

velmead

I have not had confirmation from Capital One about my credit limit but quite frankly I just want to have a card I can use. I have just had a weekend away during which my BC was declined buying train tickets and again just rejected buying from Amazon. Having just been on hold for 20 minutes to BC explaining that I have never lived in any of the many addresses they have just asked me, and I am not associated with any of the names they listed, apparently their department forgot to remove the fraud stoppage on my account!! Rude woman in Fraud team was talking over me whilst I tried to explain my frustrations and when I said I would leave for another bank she told me straight that it was my choice! Absolutely!
......Egg why did you leave us? I never had any problems with you and certainly never any fraud on my account

cookiechris

I had the added stress of trying to change my address with them as I had moved during the changeover period.

First I get a letter informing me that my egg card will migrate to barclaycard. I then get an email to say that my payment was due in 5 days and to call to pay immediately (I hadn't received a new card by this time yet). I call them to explain that I had a direct debit set up with egg to be told that it hasn't transferred over. I said ok can I make a payment over the phone then, and gave my details to be told that I cant make the payment as my bank card is registered to my new address and the barclaycard to the old address.

I asked to change the address on the barclaycard and they asked me for the card number (I had already explained that I hadn't received the card yet!!!) They said I can't change the address because I dont have the card. I asked them how they were going to send me a new card if I cant change the address. They said I would have to go into Barclays bank to change it. I said I cant as I work Mon-Friday.

I asked how I was supposed to make the payment in Barclays without the card and they said I would have to have a new card sent to my old address and then make the payment by which time it would be too late and I would have to have a late payment charge.

I was angry by this time and asked to speak to the manager. Conveniently they were not available and would have to call back. I was then reminded by my partner that I hadn't changed the address on our joint bank account so called back to make a payment with this to be told that I already had a direct debit set up so there was no need!!!!!

Surprise surprise the direct debit didnt go through (it did but then got returned for some reason). Barclaycard said it must have been my bank. I knew it wasnt but called them anyway and they said Barclaycard hadn't even put in for the money.

Called barclaycard back and they said that it was set up correctly and they dont know why it didnt go through and that it will just go through next month. When I questioned the charges they said they would refund any but couldn't tell me if it would be reported to the credit agency. I will be checking this next month and will be calling them straight away if it shows on there as a missed payment and will also be making a formal complaint.

The whole thing is so rediculous, and sorry for the long post!!!

Mattfung45

I have had similar problems as others - complained to customer services and had interest removed from my account. For those who haven't signed a contract for a £1/month fee, be aware that barclaycard may start charging you - something that you may have to phone them about! This happened with me - the cust. service rep didn't have a clue and I had to literally tell her I'd go to the financial ombudsman if they started to charge me as I hadn't signed a contract agreeing to such a charge - can't believe they just included the fee in the T's and C's. Latest annoyance is that the website doesn't work at the moment so can't check statement!

Geodesic66

Cookiechris, given the available same day Faster Payment option (which can be made from any UK bank account that supports the scheme regardless of where the account holder lives) it would seems that the "customer service" staff do not even know of this option!

BTW no fee mentioned in my Ts and Cs.

robpitt

Just sent em a message after spotting just now that I'd wrongly been charged interest (no subsequent credit back or notification of the error, so much for them getting the problem in hand).

On the plus point at least you can send them a secure message.

nickfarmer1

for over a month i have been battling with the frighteningly inept team at barclaycard to gain an understanding of why i am yet to receive my barclaycard that has replaced my old egg card in the post, but with no answer.

they have also been unable to tell me why i cannot access the details on my already existant "mybarclaycard profile".

i message them everyday but to no avail. i am now wondering whether the frankly minimal amount of debt on the egg card has been wiped out by them.

i am now concerned because i have been unable to make my december payment and am hoping that i will not be charged interest for what is quite frankly their problem.

ideas anyone?