My fault or theirs?

newshoes72

In March this year I transferred a balance to a 20 month 0% deal from Virgin money credit cards, and destroyed the card (so I couldn't spend more) and promptly set up a regular standing order that would clear the balance well within the 20 month 0% time limit.
I checked my statement and found they had charged me interest and a pate payment fee in April and May as the payment went in on the 1st, they sent a statement out on the 6th and gave me until the 23rd to pay.
I am positive that when I set up the account I was given the option to pay on a specific date with no mention of this two week time frame. Because I have been 'late' paying I have been repeatedly charged a £12 fee and been charged interest of up to £60, the late payment nullified the 0% deal and I am now over £200 worse off! Very frustrating. I have argued the point with the poor girl on the phone but to no avail as she says all the dates were on the statement and I should have read them properly.
Have I just been careless or do you think I should fight? I have no proof that I was given an option to pay on a specific day, if I did I would feel happier about fighting on.
Would be grateful for any advice. Thank you.

[Deleted User]

It's your fault.

Always check your statements for payment dates. Every month.

lisyloo

Did you set up a standing order or direct debit?
It's pointless expecting a phone operator to deal with this, you ned to put in a formal complaint.
Can't say whether it's your fault or their as the SO thing is a bit confusing. Normally it's direct debits.
Can you confirm it really was an SO? If so you set that up at our bank your end, so it's up to you to get the dates right. Or are you meaning a direct debit?

I would certainly say it's your fault if it happened repeatedly. Most people would sort it out after the first incident and not let it go on repeatedly. What happened there?

Loopgames

Since being stung with excess payments from virgin media, anything with the word virgin on it means they will deceive you into thinking you are saving when in fact you are losing out because of their hidden charges...or in your case maybe small print.

newshoes72

What happened there is that I didn't pay enough attention - I presumed it was all taken care of, felt that I had set everything up to sort itself out, huge sense of relief, and then just ignored it as it was all set up to happen electronically.
I guess it's just another lesson learned. And another month's payment to clear the debt. I have transferred the balance to a NatWest card (where I can monitor it easily with my mobile banking app) and will be VERY careful this time.
Thanks for your replies.

newshoes72

Loopgames - I guess it was all in the small print. I didn't read it properly, was so desperate to sign up to get the debt under control and reducing.
My own fault.

bris

I had the exact same problem with an RBS card just a couple of months ago. I transfered over a 0% deal for 18 months and set up a payment with them over the phone. They had 3 weeks to take the first payment, so I was shocked to see the late £12 penalty fee and interest.
They said the payment wouldn't kick in until next month so I should have made a payment to them to cover the first month. I couldn't talk any sense into them that they had all the payments detail and 3 weeks to take it as arranged.
I Paid it off and cancelled the card straight away, low and behold a CS agent got back to me saying there was a mistake and they didn't want to lose me, they offered to put it all back the way it was and give back the late fee and interest, but the damage was done. The first person I spoke to was arrogant and kept blaming me saying it was a final decision, they weren't expecting me to produce a switch card and clear it though. 15 years I had that account for, their loss not mine, I can get other cards if I need them, but they will never get my business again.

YorkshireBoy

bris wrote: »

I had the exact same problem with an RBS card just a couple of months ago. I transfered over a 0% deal for 18 months and set up a payment with them over the phone. They had 3 weeks to take the first payment, so I was shocked to see the late £12 penalty fee and interest.
They said the payment wouldn't kick in until next month so I should have made a payment to them to cover the first month. I couldn't talk any sense into them that they had all the payments detail and 3 weeks to take it as arranged.

It sounds as though you didn't have a direct debit set up, despite holding the card for 15 years?

Moreover, your statement was produced just a few days before your phone call to them, meaning the DD wouldn't be set up until your next statement was produced, which is standard industry practice and governed by the DD guarantee (ironically there to protect the consumer).

I'm surprised the person setting up the DD didn't read you 'the script' about making payments by other means until you saw the message "your minimum payment will be collected by direct debit on xx/xx/xx" appear on your statement. Even more surprised that the DDI confirmation letter they sent didn't say the same thing.

Rupert_Bear

Deleted_User wrote: »

It's your fault.

Always check your statements for payment dates. Every month.

The OP wouldn't have to bother if they only set up a direct debit.

moatmeister

It will always be your fault.
Even if its their fault.
But if you grovel hard enough they may sort it out for you

bris

YorkshireBoy wrote: »

It sounds as though you didn't have a direct debit set up, despite holding the card for 15 years?

Moreover, your statement was produced just a few days before your phone call to them, meaning the DD wouldn't be set up until your next statement was produced, which is standard industry practice and governed by the DD guarantee (ironically there to protect the consumer).

I'm surprised the person setting up the DD didn't read you 'the script' about making payments by other means until you saw the message "your minimum payment will be collected by direct debit on xx/xx/xx" appear on your statement. Even more surprised that the DDI confirmation letter they sent didn't say the same thing.

They told me they only needed 9 days to set up the payment. It wasn't set up before because I never need it and just paid of the balance in cash when a statement came in. this was the first time I would have made monthly payments. The letter did say that if there wasnt enough time to collect the payment before the due date I would have to pay seperately. The due date was 3 weeks away and 9 days was all they needed.