Debenhams closed our account without telling us

marilynp

We went to use our Debenhams card recently and found at the till that the card was invalid. We have had this card for over 35 years! On contacting NewDay, their new finance company who had taken over from Santander, they at first told us that they didn't recognise our card details as they didn't exist! I spent about 48 minutes on the phone, at 5p per minute, whilst they confused me with my House of Fraser card details. I told them that we had received a letter from them in February telling us that they had taken over from Santander and saying that they were dealing with our account now. They could not find our account at all and someone promised to ring back but noone ever did of course!

So we wrote to them and Debenhams and complained and got a letter back saying that the account had been closed. They also rang us and said that the account had been closed by Santander but when they took over in February we were still in the 60 day period to reopen it.
The point is that we never received any notification of this happening and would have done something about it if we had. I cannot see anything in the agreement with Santander about closing the account after a year of not using it. They refuse to reopen it. They said we could open another account. It is a Store Card and not a credit card, we don't want a credit card. Can they do this?

thebritishbloke

Yes, they can close your account whenever they feel like it.

Debenhams still offer a store card, so you could just reapply for it if you want it that badly. Personally, I'd just get a rewards/cashback credit card and use that.

rehanmalik3030

I cannot see what your problem is?! If they do not want your business then walk away and try a different company. You have already spent too much of your time, money and effort on this!

wubbles

Agree with RehanMalik, if they've closed your account, they're probably politely trying to tell you something...

Atidi

marilynp wrote: »

We went to use our Debenhams card recently and found at the till that the card was invalid. We have had this card for over 35 years! On contacting NewDay, their new finance company who had taken over from Santander, they at first told us that they didn't recognise our card details as they didn't exist! I spent about 48 minutes on the phone, at 5p per minute, whilst they confused me with my House of Fraser card details. I told them that we had received a letter from them in February telling us that they had taken over from Santander and saying that they were dealing with our account now. They could not find our account at all and someone promised to ring back but noone ever did of course!

So we wrote to them and Debenhams and complained and got a letter back saying that the account had been closed. They also rang us and said that the account had been closed by Santander but when they took over in February we were still in the 60 day period to reopen it.
The point is that we never received any notification of this happening and would have done something about it if we had. I cannot see anything in the agreement with Santander about closing the account after a year of not using it. They refuse to reopen it. They said we could open another account. It is a Store Card and not a credit card, we don't want a credit card. Can they do this?

Sorry. I don't think I understand the question, because based on what you have written, they obviously can do this as they have demonstrated to you.

:huh:

Paully232000

Why dont you just reapply, you never know, if you do that you might get the 10% discount for new card holders that Debenhams always seem to have as an offer. I do that most years as only use it at christmas. Open one up in december, close it by february, saves on my xmas shopping.

Voyager2002

marilynp wrote: »

It is a Store Card and not a credit card, we don't want a credit card. Can they do this?

The only difference between a store card and a credit card is that store cards tend to be much more expensive.

After such terrible customer service I am amazed that you still want this product. If you do, I suggest that you re-apply but enclose a letter requesting a rebate of your telephone costs.