Credit Card Statement Never Received

Moonandmoon

Hi all,

I have a storecard for one of the clothing retailers and receive online statements. I purchased a dress on the storecard and completely forgot about it. I never received an e-mail saying my statement was ready and subsequently was sent an arrears letter etc.

Anyway, I paid it immediately as I am one of those people who annoyingly pays their statement off in full each month. I then queried with the company about why they never sent me an e-mail reminder. They said they had and a few phone calls later after an investigation they admitted they hadn't. I asked if they would give me a refund and they agreed to. Needless to say I have switched to paper statements.

My question is this (as I am curious): In this scenario are they meant to give me a refund? Or are they not meant to as it is my fault for forgetting there was something on my storecard?

TIA and thank you for reading

zerog

A refund of what, the entire cost of the dress?

It's your responsibility to remember to pay - except in the highly unlikely situation that the terms and conditions of the card state that if you don't receive an email reminder then you don't need to pay.

If you had logged on to your account, I am sure the statement would have been there for you to see.

Moonandmoon

zerog wrote: »

A refund of what, the entire cost of the dress?

No sorry, I meant they refunded the charges.

I am really annoyed with myself for forgetting I paid for something on that storecard.

Thank you.

datlex

If you have on line management of your account you can make payments whenever you like. I don't let credit card companies dictate when I pay. I do however ensure that I cover my balance in full. Just look at your account once a week and if you wish pay it.

forgotmyname

I know my CC statement date is the 17th. I always check between the 18th and 20th and set the payment date for the last day of the month or 1st day of the next month.

Something you need to do to make sure you dont get caught out. Know exactly when bills are due.

JKSandy

No harm in asking if they would refund the charges and remove any late payment notice from your credit file, although they may not show a late mark anyway.

manami_mnm

Isn't it the case in commerce that you have to receive an invoice to settle a debit according to the terms in that invoice?

thebritishbloke

Setting up a direct debit on every card to pay it in full is a way to prevent this from ever happening.

Aquamania

manami_mnm wrote: »

Isn't it the case in commerce that you have to receive an invoice to settle a debit according to the terms in that invoice?

The invoice/card statement was presumnably raised and available to view on the OP's online account. The OP agrees they had agreed to receive their statements online.

All the OP did not receive was an email.

Aquamania

Moonandmoon wrote: »

Hi all,

I have a storecard for one of the clothing retailers and receive online statements. I purchased a dress on the storecard and completely forgot about it. I never received an e-mail saying my statement was ready and subsequently was sent an arrears letter etc.

Anyway, I paid it immediately as I am one of those people who annoyingly pays their statement off in full each month. I then queried with the company about why they never sent me an e-mail reminder. They said they had and a few phone calls later after an investigation they admitted they hadn't. I asked if they would give me a refund and they agreed to. Needless to say I have switched to paper statements.

My question is this (as I am curious): In this scenario are they meant to give me a refund? Or are they not meant to as it is my fault for forgetting there was something on my storecard?

TIA and thank you for reading

It probably depends on the particular terms & conditions you have agreed to.

Assuming the statement was made available online, it could be your responsibility to keep a regular check on it. Afterall such statements are usually issued on a monthly basis.

My guess is that the email is just a complimentary advice. You may not receive it for a number of reasons.

However, in this case it appears the company have the the right thing morally (even if not required to legally)
They offered to send you an email. They agreed they may have been at fault on this occasion by not sending the email reminder, and so they have refunded you any late payment charges incurred as a result.

That's what is called good customer service. You don't need legislation. We all make mistakes occasionally, but it's how they are then handled that is important. In this case, the company did the right thing, imho.

What company/storecard was it? I think they deserve to be named and congratulated on this occasion :T

manami_mnm

Aquamania wrote: »

The invoice/card statement was presumnably raised and available to view on the OP's online account. The OP agrees they had agreed to receive their statements online.

All the OP did not receive was an email.

Not all credit card issuers provide e-statements.