Is Creation (Sygma Bank) really as bad as this?

triggeractive · 17 May 2012 at 11:36AM

My experience of Creation below - is this typical?

· I've an excellent credit rating, a long history of timely settlement of my credit cardaccount in full each month over many years with my previous credit cardprovider. The balance is usually around 2k each month.

· My credit card account was transferred toCreation from my previous card provider at the beginning of 2012 - I don’t recallever requesting the change or even wanting to change… it just seemed to happen

· Creation failed to set-up a direct debit timely –their internal systems seemed to not be able to cope with me using a shared accountfor the direct debit transaction. Setting this up needed me to sign paper forms,which seemed to take ages to be sent out to us, and the manual processing thatwas necessary seemed to take an age longer

· Creation then charged me a late payment fee, andalso interest charges, because the direct debit was not set-up timely Creation wasunable to collect the payment via direct debit

· Creation did not inform me that it had not beenable to collect the payment by direct debit and that it was charging me thesefees, so again I'm assuming that it’s Customer Management systems are not joined up to its payments and settlements processing systems

· I called on 9/5 and 10/5 and Creation agreed itwas at fault. We agreed I would make a manual payment to cover the outstanding anout; Creationwould arrange for the late payment charges to be reversed, and also to removeinterest charges upon receipt of my payment, and also they would ensure thatthere would be no late payment mark against my credit history with externalrating agencies

· I made the payment to Creation on same day by fast payment from myBarclays account as per instructions from Creation website about makingstanding order payments. I used sort code 40-02-50 and account number 71236466and my card number as reference for the transaction. Barclays confirm paymentwas made to Creation account the same day

· Creation put a block on my account sometimearound 13/5, but did not inform me that there was still an issue – again evidencethat back-office systems are not joined up with customer management systems andproceses

· I called Creation again on 17/5 and CSR immediatelypoints out that my account is blocked because of late payment (thanks for letting me know!)

· I explain the whole saga again to Creation CSRwho claims Creation have not received my payment. CSR is able to confirm thatI used the correct payment account details, and Barclays have alsosubsequently confirmed again that my payment has been sitting on Creation account since10/5.

· Creation's internal process is unable to delivertimely set-up of direct debit for customer accounts, and Creation is penalisingcustomers by charging them fees that are due to Creations own internal systemsweaknesses and inefficiencies

· Creation internal process is unable to delivertimely settlement of payments to customer accounts, and Creation isprofiteering by then charging customers late payment fees and monthly interest

· I'm currently unable to use the card, I’m still unsure about whether they have beenable to set-up the direct debit properly, and I don't know where my payment has gone.

· Creation has stated that my account is nowmarked as a 'lost payment' account and I'm expecting a call from 'a manager'who I am hoping will be able to clear up the mess