Dorothy Perkins Card - talking to a brick wall?

shef84

Hi

I've sent DP card a complaint and have had the following response - what should i send next as none of the issues that i raised have been addressed am i talking to a brick wall??

Original communication sent
I'm very dissatisfied with the level of service that I have experienced with my Dorothy Perkins card. The two issues that I have are the poor level of service provided by you card "helpline" - two calls were made to the helpline on Sat 11th Aug as I had forgotten my account number and needed to access my e-statement. Firstly the automated call system said that the department was closed despite the Dorothy Perkins website stating that the line is open 8am - 7pm on Saturday, after finally managing to get through and speak to someone by bypassing the automated line and completing security I was again told that the department was closed and they were unable to give me my account number, making a further call a few moments later the colleague was then able to provide me with the information that I needed.
Secondly I had signed up for e-statements and had not received an e-mail stating that my statement for July was available. This meant that a late fee charge was applied to my account even though no communication had been sent to me around my July statement. I have now fully paid off the amount making a card payment today (11th August).
This has caused me a great level of distress as I am someone who always makes a full payment on my cards each month, but without being made aware a payment was due I have missed this one. Also the level of service that I received on the phone made me very upset as I was trying to put the account right by wanting to check my statement to see why so much money was outstanding as I thought that my card may have been fraudulently used, but was told that they could not give me my account number.

Response from DP
Thank you for your recent email to Dorothy Perkins Card Services. I can confirm that your July statement is currently available to view online. Click on the ‘Transactions’ tab and then select the required statement period from the drop down box and click ‘Go’. You can view, print or download your online statements. I can confirm that your is currently dealt by our relevant department. Please contact them at your earliest convenience on 0844 848 3478 to query late payment fee.
Please note that:
•Opening hours are Monday to Friday 8am – 7pm, Saturday 9am – 1pm and closed on Sunday
•Calls may be recorded and monitored for training and security purposes
•Calls cost 10p per minute plus network extras

azzabazza

I think you may find that DP will say they expect you to know roughly when your monthly statement is available. (I know that my M&S statement always runs until the 18th of the month.)

Perhaps if they see that you have paid regularly on time they may waive the late payment fee. I would contact them as suggested by DP on Monday.

IT would seem that the DP website details regarding contact times was out of date and hopefully they have now amended.

wealdroam

OP, you ask what you should do next.

You need to look in your email spam folder to see if their notification email is there.

Then you need to look on SayNoTo0770 to find out if there is a geographical equivalent to their 0844 telephone number.

Next, as you have been advised by them, you need to ring them and discuss the late payment fee.

Why do you mention " great level of distress" and "made me very upset"?
If this is important, you need to quantify these things and put a monetary value on them.