ASDA/Creation CC problems

cannyshopper_2

I've had an ASDA CC for some years, don't use it that much & until recently always paid it off in full every month. I have a Direct Debit set up to do this.

I went mad a couple of months ago & ran up a larger than usual balance. I intended to pay it off over 3 months rather than all at once, so I went online to change the DD amount to a fixed amount rather than full balance. Only to find I can't do this myself, I have to contact them. So I rang them to amend my DD amount.

That's when the problems started.

They told me that it took 28 days to change the amount. This was 3 weeks before my payment due date! So after I had a moan, we agreed that I would do a manual payment by debit card last month and my new payment amount would be taken out this month.

Only it hasn't been. So now I'm faced with a late payment charge and no doubt a default on my credit rating.

I submitted a written complaint to them after my first call and have just received a stalemate letter referring me to the ombudsman. I wanted to know why it takes 28 days to change the amount of a direct debit (note its the same bank account, not a change of account details) I also asked why I couldn't amend the amount myself, as all my other accounts allow me to.

I am now sat here wondering if they are trying to p*ss me off so I close my account, as I'm obviously costing them money rather than making anything out of me!

I WOULD close my account but as I don't currently have any income to speak of, I don't think I'd be able to get another CC elsewhere.

Any comments/suggestions what I can do next?

planteria

just get straight on to them and negotiate as best you can.. they are not a bad bunch their in Solihull, accepting that their systems are fairly primitive. i have the card as an Amex alternative and for a little stoozing benefit.

BlondBoy

On what grounds are they stalemating you?

If you made the manual payment on time and the problem has been caused by them not taking the agreed and revised DD the following month, it's a very clear case. Surprised they haven't just accepted that and apologised.

wrigglepig

Hi Canny,


It sounds to me like you were misinformed (albeit not maliciously in my opinion.)


In my experience, when setting up a DD, if your statement has already rendered (been produced) for the month, then the change won't take effect until the next cycle.


So, in the avoidance of doubt, I suspect the advisor quoted 28 days as theoretically this is the longest amount of time it could take for the change to take effect.


What resolution are you looking for? I agree with Planteria that you go back and negotiate, if you are up front with what you are looking for then there's a good chance that they will be accommodating if your request is reasonable.

eddddy

cannyshopper wrote: »

I submitted a written complaint to them after my first call and have just received a stalemate letter referring me to the ombudsman. I wanted to know why it takes 28 days to change the amount of a direct debit (note its the same bank account, not a change of account details) I also asked why I couldn't amend the amount myself, as all my other accounts allow me to.

If your complaint was that it takes them 28 days to change a DD and you can't make changes online, I doubt you'll get anywhere with the ombudsman (unless that contradicts their t&cs).



But if your complaint is that they didn't do what they agreed in the call (as below), then you probably have a strong case for getting the late payment fee refunded, and any late payment marker removed from your credit file ...

cannyshopper wrote: »

we agreed that I would do a manual payment by debit card last month and my new payment amount would be taken out this month.

Only it hasn't been. So now I'm faced with a late payment charge and no doubt a default on my credit rating.