2st use of a Debenhams store card... Debenhams pretended to take payment but didn't

Ashdene_emperor

Hi everyone,
Please be patient with me as I am new to the whole area of credit (I avoid credit cards like the plague, and have been only old enough to get one for a year or two). I am sorry if this question seems obvious but I would really appreciate your help.

I recently went to Debenhams to buy some make-up. The sales lady said if I signed up for a Debenhams card I could get 10% off my purchase. I like saving money so I thought why not and planned to just never actually use the Debenhams card later, having received my 10% discount.

So I signed up for the Debenhams card, which later arrived in the post, and then put my debit card into the card machine and made the payment for that purchase.

Fast forward several months and I receive a phone call from Debenhams saying I have not paid off my Debenhams account and have to pay a huge amount more than the original cost of the purchase.

Now I am not stupid, I understand if you use a credit card you have to pay it off by a certain date or the amount you owe increases with interest. But I feel kind of duped... I thought that because the saleswoman took my debit card, put it in the card machine, I checked the cost of the purchase, confirmed the buy and typed in my pin to complete the buy... that I had paid for that initial purchase, and it would only be if I made any later purchases with the Debenhams card that I would have to pay off my account and owe them money.

However the payment is not showing up on my bank statement. I remember 100% making the transaction with my debit card. Could someone explain what has happened here to me please and advise me what to do? Maybe I have just been naive but I do not think I should have to pay this interest. Why would she have needed to make that transaction with my debit card if I was not there and then actually paying for the purchase?

Thanks for your help and I hope this hasn't been to much of a ramble!

catcatch

You only get the 10% discount if you put the purchase on the debenhams account.

balmk

Hello

Things may have changed since I worked in a retailers that did store cards, but I recall that when a customer took out a store card we would have to ring the customer details through for the application and were given the card number over the phone on acceptance (though this process may now be done at the till point via the in-store computer system). The card number would be keyed in and the customer would sign for the transaction. The transaction would then be billed to the store card. They may have used your debit card as a form of verifying your identity, rather than charging the transaction to it.

Have you

1) Still got the receipt? If so, what method of payment is displayed on it?
2) Received a statement from your Debenhams card (or can you log in online) which shows the transaction?

Ashdene_emperor

"You only get the 10% discount if you put the purchase on the debenhams account."

Thank you for replying. This seems obvious in retrospect. Why did the saleswoman need my debit card then?

jacques_chirac

I think your memory may be flawed. If payment was made on the credit card, it would not allow the assistant to put through another transaction on the debit card - and it would not allow you to enter your pin etc. Could you be confusing it with another purchase?

What card details does it have on the receipt?

Have you not received any statements in the meantime?

Ashdene_emperor

"Things may have changed since I worked in a retailers that did store cards, but I recall that when a customer took out a store card we would have to ring the customer details through for the application and were given the card number over the phone on acceptance (though this process may now be done at the till point via the in-store computer system). The card number would be keyed in and the customer would sign for the transaction. The transaction would then be billed to the store card. They may have used your debit card as a form of verifying your identity, rather than charging the transaction to it.

Have you

1) Still got the receipt? If so, what method of payment is displayed on it?
2) Received a statement from your Debenhams card (or can you log in online) which shows the transaction?"

Thank for your extensive reply
That definitely makes sense, I was stupid to assume that was the actual payment.
Unfortunately I don't think I do still have the receipt and I am kicking myself because of it! I also can't log in online because I cut up my debenhams card the minute it came in the post, as the sales woman and various online forums had recommended to do, and the account statements that would have come in the post have all been sent to my old address which I no longer abide at. It is all a terrible muddle really and I feel very confused as to what is the best thing for me to do in this situation! I can't even get through to Debenhams again because there doesn't seem to be a customer helpline except the card one, which you need an account number for, which I don't have!

jonesMUFCforever

From what you have posted pay up what is owing and move on.
Please learn from this experience or you will go through life paying an arm and a leg for things.

balmk

Hi

When they call you again you need to get your address updated and for them to re-issue you with the missing statements.

Alternatively, you can write to them at Santander Cards UK Limited, PO Box 700, Leeds, LS99 2BD

Whilst you will not be able to include your account number, you can provide other details such as your full name, your date of birth, and your previous address.

Ashdene_emperor

Thanks for your advice everyone. I will make sure to learn from this mistake.

Lurkerderp

Trust me - you didn't make a mistake. Debenhams do this all the time. They use your debit card to confirm your identity but put the charge through on your new Debenhams account without making it clear that that is what they've done. They then fail to send you a statement in time for you to make a payment by the due date so the first you know about it is receiving a letter saying you've missed a payment and are being charged.

I recommend that you

A) Ring Santander Cards and request that your late payment charge(s) and interest be refunded. If they say no, ask to make a complaint.

Make a complaint directly to the manager of the store where you signed up for the card.

This practice is unethical in my opinion, if not illegal.

matttye

Lurkerderp wrote: »

Trust me - you didn't make a mistake. Debenhams do this all the time. They use your debit card to confirm your identity but put the charge through on your new Debenhams account without making it clear that that is what they've done. They then fail to send you a statement in time for you to make a payment by the due date so the first you know about it is receiving a letter saying you've missed a payment and are being charged.

I recommend that you

A) Ring Santander Cards and request that your late payment charge(s) and interest be refunded. If they say no, ask to make a complaint.

Make a complaint directly to the manager of the store where you signed up for the card.

This practice is unethical in my opinion, if not illegal.

Agreed - it may not have been made clear to the OP that the charge was going to be put on the new card, especially if they took her debit card and she had to enter her PIN as well!

The fact that the OP didn't update Debenhams as to her new address and therefore didn't receive any statements is irrelevant if she didn't think she had made any purchases on the card, so if her account is correct she hasn't really done anything wrong.