Chased for payment by Debenhams

littlerock

At the end of September I bought a sweater from Debenhams for my holiday in October. The sales assistant said I would get a 10% discount if I signed up for a store card so I did, never actually intending to use it. I went on holiday from 8-22 October and the invoice arrived while I was away. I overlooked it on my return. The payment was due on 10 November.

This evening I got a call from someone claiming to represent Debenhams and asking to speak to me. I asked what it was about and she said she couldn't tell me without taking me through a series of security questions. When I asked to know the general topic she repeated she would have to ask me security questions first. As I had no way of knowing who she was I refused.

I then got out my Debenhams documents and realised I was 5 days late on paying my card (so much for the discount.....) Anyway I then got on the phone and paid off the entire amount. And cut up the card.

Its my fault of course. But why all the cloak and dagger stuff - would you answer a lot of security questions to a complete stranger who rings up to say they represent Debenhams? And why chase me for a minimum payment of £5 on a £50 bill when I have a credit limit on the card of £5000 (and an excellent credit rating overall)?

It serves me right of course. It is a Santander card and I would never use it as a credit card, if still in my right mind. I mean the APR is around 24%. How can they justify such a huge rate?. I am sorry for those desperate enough to have to pay that sort of interest.

[Deleted User]

They ask the security questions because they can't discuss the account with someone who is not the account holder.

They chase missed payments because missed payments tend to escalate quickly. The faster it is resolved, the better for everyone.

littlerock

I did not want to know the details. Just saying about an overdue payment would have been sufficient.

Dobbibill

They are only all cloak and dagger because of the DPA, they cannot discuss your account with any random person who answers the phone.

I'm sure them chasing you for a payment is a better option than just marking it as a late payment, that wouldn't make your seemingly excellent credit rating last very long

[Deleted User]

Sorry. I was just answering the questions you posed in your pre edited post.

YorkshireBoy

littlerock wrote: »

Just saying about an overdue payment would have been sufficient.

And what about those customers whose partners/siblings/children don't even know they have a store card, let alone are behind on their payments with it?

It works both ways.

cheesetoast

Long story short, you signed up to a credit card, you missed a payment, it cost you. Learn, swear a little, and move on.

eddddy

cheesetoast wrote: »

Long story short, you signed up to a credit card, you missed a payment, it cost you. Learn, swear a little, and move on.

I think the OP's main point is that a 'stranger' phoned, the stranger was very cagey, and wanted the OP to answer 'secret' security questions.


In my experience - when a bank calls me, if I confirm my name, but refuse to answer security questions, the bank asks me to call back on any number I trust (e.g. the number on the back of my card, or on my statement), and ask for a particular department.

Maleficent

The card is not managed by Santander, it is managed by a company called New Day.

As previously stated they are asking you security questions for the security of the account. It could be in some cases that someone else were to answer the phone and obviously the account can't be discussed with someone who isn't the account holder, also for security.

The APR rate should have been communicated to you before you signed the agreement and you only sign if you are happy with and also understand the rates, besides interest is only applied if the statement balance is not paid in full.

Minimum payment is required to avoid late payment fees (£12) so this is why they requested a minimum payment amount of £5 from you.

zaax

How did she know it was not a conman? She should not have answered the questions, as if it was a conmn they would now have these answers and she would have been cloned. Also as its a first call they should be tell her what the personal details were.

foxtrotoscar_2

Don't mess up and then blame the other party when they call you to try to help you sort it out for goodness sake! You managed to forget you bought a sweater on credit...didn't open/ignored the reminder and now are complaining? They then contacted you (helpfully I suggest) to try and sort it? Should they have just left it until your credit file was completely trashed? Would you have preferred that to happen? What could THEY have done better and then consider what YOU could have done better...who caused the problem you had?