Compensation from Credit Card Company

schrodinga

I'm furious at my credit card company. I called them three weeks ago to order a new credit card under my soon to be married name (two weeks away!). They said they would send one out and it should arrive within 5 working days. On Thursday I was calling regarding another matter, and mentioned that the card hadn't yet arrive, the advisor (who was quite useless) told me he would cancel the card and issue another one....

Today I was in town picking wedding dress up from the store and went to pay the balance, only to find my usual card was declined. All very embarrassing, not to mention I was unable to do the 101 other things I had planned to do today (buy bridesmaids gifts, grooms birthday present, mothers day gift, book hotels for honeymoon).

When I called the credit card company they explained they had cancelled the card issued in my maiden name (which I have been using for 2+ yrs) and that there was no way to reverse this. I now have to wait until Wednesday for a replacement card, which perversely will be in a name I won't legally have until the 24th March!!!

To say I expressed my unhappiness would be a bit of an understatement. However after speaking to Tier 1 complaints they admitted fault and the issue of compensation as arisen. I now do not know how to position myself - I know they will ask me for a figure, but I don't know whats too high a figure that makes me look unreasonable or what's too low that I miss an opportunity....

Any thoughts, or previous experiences?

chattychappy

I personally don't think you are entitled to anything.

When you asked for a new card, it seems they cancelled the existing one, which was reasonable. The new one got lost and they are sending another.

Besides, no credit card is ever guaranteed to work in any particular situation - it is clear in the T+Cs that failure can cause them not to work, as can excitable fraud prevention systems.

I travel alot and am particularly affected by cards not working. I don't see why it needs to be embarressing. You shouldn't put yourself into a situation where you depend on any single card working. And if that is unavoidable I certainly wouldn't have asked them to change it now. It could have waited until later.

Sorry if that sounds a bit harsh... but if they're offering I'd just ask them for a token gesture.

meer53

I don't really see the point in ordering a new card in a new name until the actual time of your wedding ? What would you have done with it ? It could have called all sorts of problems. You could have continued using the card in your maiden name until the new card arrived. I don't think compensation is appropriate really, why do you think you'd be missing an opportunity ? Just accept what they offer.

tomsco

Personally I don't think compensation is necessary. Once again, why be embarresed by a credit card not working, there are several things that may cause a fault/decline.

I'm just surprised they issued you a card in your new name without a proof of name change.

bengal-stripe

tomsco wrote: »

I'm just surprised they issued you a card in your new name without a proof of name change.

I was wondering about the same thing.

Any fraudster could contact their CC and ask for a name change
in whatever name they fancy.

Eonel

Your want compensation because your day out shopping was spoilt as your card was cancelled? You had no other cards with you or means to pay?

In my view no compensation is due & a lesson to you to carry more than one card as no single card can ever be relied upon.

opinions4u

The bank have said they'd do something and failed to deliver. £20 perhaps?

But really, what are you doing changing name on a facility before you've legally changed name? You have rather set yourself up for this.

I'd also suggest getting a second credit card with a different banking group. A fall back position when something goes wrong is an absolute must for me.

chanz4

You shouldnt of ordered a card in your married name, what if he runs away at the alter?

schrodinga

I ordered a credit card in my married name, as I leave for honeymoon two days after the wedding. I had to get a passport, as my old one was due to expire, so my new passport is in my married name (supported by PD2 documents signed by my registrar).

I need a credit card in my married name, as when you travel abroad they often ask for passport as photo ID, which would effectively mean I couldn't use my credit card as they would be in different names.

I explained all this to the CC company. I would have been happy to provide proof of my pending name change, but was never asked - that surprised me too.

I agreed with the CC company to use my maiden name CC up to the point I became married and then switch. Is it my fault that the new CC went missing? Is it my fault that they cancelled the wrong card?

I transferred my savings money across to the credit card before I went shopping, to allow me to spend appropriately on the CC card. I wanted the added protection that buying with a CC is suppose to give you, particularly when spending large amounts of money.

Had they told me that they had cancelled my card, I wouldn't have transferred my savings money across and I would have used that money yesterday. I don't usually use credit cards (only for large items) and limit myself to one for legitimate reasons.

I now face having to take an ill afforded day of work to do the things I had planned to do this weekend. All of which is not my fault.

CC companies penalise customers when they do something wrong with late charges etc, so I don't see why it shouldn't work the other way when they are in the wrong.

Miss_Spendalot_2

schrodinga wrote: »

I'm furious at my credit card company. I called them three weeks ago to order a new credit card under my soon to be married name (two weeks away!). They said they would send one out and it should arrive within 5 working days.


I now have to wait until Wednesday for a replacement card, which perversely will be in a name I won't legally have until the 24th March!!!

So you were happy to receive and use the card that was going to be delivered within 5 working days three weeks ago in a name you wont legally have until 24th March, but now they have said you will receive your card 3+ weeks late on Wednesday you have an issue with it?

I understand that you may have taken a day out of work to go shopping so missed a days pay etc (which you could ask them for as compensation) but don't contradict yourself with the name on the card issue because it just looks like you are trying to get as much as you can by making excuses like that.

If you really feel you are due some compensation for this then go ahead and state to them what you feel is fair. Do remember though that you should make sure that you will not be in trouble for ordering a card in a name that you do not legally have.

Good luck though but keep it real, be compensated sure if you lost a days pay etc but remember every time people take compensation because they can, somebody is paying for it and you can bet your life it is not the credit card company..

schrodinga

Miss_Spendalot wrote: »

So you were happy to receive and use the card that was going to be delivered within 5 working days three weeks ago in a name you wont legally have until 24th March, but now they have said you will receive your card 3+ weeks late on Wednesday you have issue with?

I don't think I am contradicting myself.

I ordered the new CC in my married name which I had no intention of using until after my wedding on the 24th March. I was told I could use my existing credit card until that time. I obviously wanted receipt of that card before the wedding so I could take on honeymoon. The five working days was their timescale, I just pointed out to them that it hadn't arrived within that timescale and asked should I be concerned...

Because they have cancelled my existing credit card (the one under my current legal name), they are issuing a new credit card which will be in my married name. They expect me to use that credit card before the wedding in order to buy the items I need to buy.

I am trying to be organised and keep myself legal. They aren't exactly making it easy!