Tesco's Clubcard credit card and mistreatment advice wanted please.

dalesrider

ZeorG wrote: »

So today I have spent the entire day going between what are useless government backed sites and regulatory bodies trying to find out information about my rights when I have brought a complaint against the above mentioned credit card company.

Why did you waste so much time?

ZeorG wrote: »

Now due to a mis-communication a charge is placed on my account which I question and they refunded (accepting that it was on their end) yet they are still telling me that they can for a period of 2 months charge interest on a payment that has been cleared now. This does not seem right or fair. Anyone got any information that could provide on this? What my rights are on this and what can I do?

You raise a complaint with card provider. They resolve it.

Failure to resolve this, means after 8 weeks you can take it to FOS.

Given Tesco have ADMITTED its their fault and refunded. Then there is no issue to go to FOS on.

ZeorG wrote: »

I have asked that they freeze the account until the dispute is resolved so no further charges are accumulated and once the dispute is settled I can pay in full again without issue.

You said its been refunded... So why do you need to freeze the account?
Its been resolved.

ZeorG wrote: »

However no one seems to be able to draw on any information to advise on this and I have contacted the following:

Tesco - they told me to speak with the FOS
FOS - Told me to speak with the FSA\FCA
FSA\FCA - told me to speak with the OFT.
OFT - Told me to speak with the CAB
CAB - Told me to speak with the FSA\FCA
FSA\FCA - Tell me to contact OFT
OFT Tell me to contact FOS

This system is a joke.

No the system is simple and easy to use.

Complaint to card provider is ALL YOU NEED TO DO. Nothing more nothing less.

ZeorG wrote: »

No wonder there are so many problems when people cannot even get a simple piece about their legal standing in a situation like this from any of the above mentioned so called advisory or regulatory bodies.

Thanks in advance for any advice someone can offer.

Tesco have addmitted the error, what more do you need.

Clearly the rep you spoke too. Guess just front line call center and not someone from the cards department, who would have a far better understanding of the situation.

ZeorG

gb12345 wrote: »

What is the miscommunication that you mention in your first post?



You haven't answered bengal-stripe's questions here

As to what you should do - firstly you need to make sure the payment is made - if you don't then you will end up with a default on your credit history.

Then put a complaint in writing to Tesco - if they don't resolve it to your satisfaction within 8 weeks then complain to FOS. It is nothing to do with the FCA/OFT/CAB, so don't bother contacting them.

This is what I am asking why should I have to pay something that has interest on it that should not be there. Is there no a process by which I can freeze the account until the dispute is resolved?

Thanks

ZeorG

Sorry you are right I did not answer the questions by Bengal, and in responce no to all of your questions.

ZeorG

The mis communication was the amount to settle the card balance. they told me one amount which was to settle the statement not the card balance bu t this was resolved and they have refunded the money.

@dalesrider - this is my thing they have admitted fault by refunding after the initial issue but they are now saying that it should have interest even though the balance is cleared every month. I need to freeze the account as they have added interest onto the payments for the last 2 months that has only come to light this month. The freezing of the account is so I do not need to pay an amount that is not due on the card after they have admitted fault (in the interest thay have added) until the issue is resolved.

Complain direct to the card supplier is not all you have to do. As most of the time they will fight tooth and nail over the simplest things just like this. Even after admitting fault they will still not pay this back, and as I said FOS told me to speak to other people and so on and so forth. Yet no agency could answer the simple question I posed above.

[Deleted User]

ZeorG wrote: »

@dalesrider - this is my thing they have admitted fault by refunding after the initial issue

This may be where you're going wrong. A refund does not necessarily mean they are admitting fault. For example, late fees are often refunded, but not because they were a mistake.

gb12345

ZeorG wrote: »

This is what I am asking why should I have to pay something that has interest on it that should not be there. Is there no a process by which I can freeze the account until the dispute is resolved?

The problem seems to be though that at the moment no one at Tesco seems to be accepting your dispute. If they were investigating it then yes they might put a freeze on the disputed charges.

If you don't make a payment then Tescos will add a late payment/default marker to your credit file and you will then have the hassle of getting that removed if/when your complaint is upheld.

If you make the payment then you will only have the hassle of getting the overpaid money back - which will probably be a lot easier and will also have no temporary affect on your credit file.

gb12345

ZeorG wrote: »

Complain direct to the card supplier is not all you have to do. As most of the time they will fight tooth and nail over the simplest things just like this. Even after admitting fault they will still not pay this back, and as I said FOS told me to speak to other people and so on and so forth. Yet no agency could answer the simple question I posed above.

Complaining to the card supplier is the first thing you have to do - only when you have exhausted their complaints procedure will the FOS get involved.

It is strange that FOS told you to speak to FSA/FCA as they have no involvement in individual consumer complaints.

ZeorG

gb12345 wrote: »

Complaining to the card supplier is the first thing you have to do - only when you have exhausted their complaints procedure will the FOS get involved.

It is strange that FOS told you to speak to FSA/FCA as they have no involvement in individual consumer complaints.

They told me to speak with the FSA as they would know more about the credit consumers act of 1974, only problem was they didn't they then pointed me to the OFT who are supposed to regulate the above mentioned act yet are unable to advise on anything in it. It is a joke on that side of things.

As for Tesco I cannot understand how a company is able to do this to people so not only is that are able to punish once for something but they can punish 3 times for a simple miscommunication. There is something fundamentially wrong about this. That's saying you have done something wrong have 3 punishments.

Simple solution is I am just going to move my credit card company. If this is what I can expect. They admit fault by refunding money yet still punish. It would seem that this is yet another are in which the finance industry can screw over the general public by taking money that is not theres to take admiting fault then charging the consumer for it without any sort of recourse.

bengal-stripe

You haven't told us what Tesco CC is supposed to have done!

Why don't you just say what did happen and in which order, instead of using all this flowery purple prose which say nothing whatsoever about the facts:

ZeorG wrote: »

As for Tesco I cannot understand how a company is able to do this to people so not only is that are able to punish once for something but they can punish 3 times for a simple miscommunication. There is something fundamentially wrong about this. That's saying you have done something wrong have 3 punishments.

Simple solution is I am just going to move my credit card company. If this is what I can expect. They admit fault by refunding money yet still punish. It would seem that this is yet another are in which the finance industry can screw over the general public by taking money that is not theres to take admiting fault then charging the consumer for it without any sort of recourse.

You do like a bit of drama, don't you?!? :rotfl:

ZeorG

bengal-stripe wrote: »

You haven't told us what Tesco CC is supposed to have done!

Why don't you just say what did happen and in which order, instead of using all this flowery purple prose which say nothing whatsoever about the facts:



You do like a bit of drama, don't you?!? :rotfl:

Sorry did you not read the first post? I quote
"Long and short they have added interest to my account even though I have cleared the balance every month without fail for the last 7 years. Now due to a mis-communication a charge is placed on my account which I question and they refunded (accepting that it was on their end) yet they are still telling me that they can for a period of 2 months charge interest on a payment that has been cleared now"

Again I quote from another post in the thread:

"The mis communication was the amount to settle the card balance. they told me one amount which was to settle the statement not the card balance but this was resolved and they have refunded the money. but still charge interest."

"You do like a bit of drama, don't you?!?" - Maybe you should read the thread