Advice. Credit Card company misinformation

Boywonder£65

My wife is self employed. Unfortunately had to go into hospital so was unable to earn. She is back at work now.
On 3rd May she phoned Debenhams credit cards (New Day) to explain she was struggling to make payments and could anything be done. The advisor was very helpful and said although there would be charges there would be a note on her file saying that payment would be made by the end of June and there would be no chasing etc till that time. He even asked if that was long enough and my wife said yes as she wanted it sorted by then. Phew, what a relief. Recieved a letter 2 days later asking for payment but presumed that was an overlap.

Today 26/5 she receives a letter saying that as paynents havent been received then the matter will be passed to the New Day recovery people.

So she calls up customer services to say ive arranged with you the end of June. Advisor tells her that the 3/5 guy should not have said what he said and that there was nothing they could do, wife needs to pay by 30th May. Advice given to speak to Stepchange to help manage the debt. Sending out forms for incomming/outgoings.

This all seems a bit much especially when an advisor has advised and efforts were made a month ago to sort this. If hed said no we cant help you then we could have looked at other avenues and juggled but this leaves us no time at all.

Any advice gratefully received

molerat

Written formal complaint and ask for transcript of the conversation from 3/5. Will she honestly be able to bring the account back up to date by end of June ?

Boywonder£65

Yes. Defintely. Just cash flow from being self employed. Cant invoice if in hospital

adindas

Boywonder£65 wrote: »

My wife is self employed. Unfortunately had to go into hospital so was unable to earn. She is back at work now.
On 3rd May she phoned Debenhams credit cards (New Day) to explain she was struggling to make payments and could anything be done. The advisor was very helpful and said although there would be charges there would be a note on her file saying that payment would be made by the end of June and there would be no chasing etc till that time. He even asked if that was long enough and my wife said yes as she wanted it sorted by then. Phew, what a relief. Recieved a letter 2 days later asking for payment but presumed that was an overlap.

Today 26/5 she receives a letter saying that as paynents havent been received then the matter will be passed to the New Day recovery people.

So she calls up customer services to say ive arranged with you the end of June. Advisor tells her that the 3/5 guy should not have said what he said and that there was nothing they could do, wife needs to pay by 30th May. Advice given to speak to Stepchange to help manage the debt. Sending out forms for incomming/outgoings.

This all seems a bit much especially when an advisor has advised and efforts were made a month ago to sort this. If hed said no we cant help you then we could have looked at other avenues and juggled but this leaves us no time at all.

Any advice gratefully received

Hopefully your wife will recover soon.

Did your wife make a note to whom she has been speaking to, at what date / time.

If so then you will have a very good chance to win. Demand to speak to the manager / supervisor, not to the front line staffs who do not have authority to make a decision.

Explain to the manager that that you have been told by their colleagues, mention to whom you have been speaking to, at what date / time. There will be very good chance they will be listen to you. If she said no then mention it you will make a formal complain and ask them to speak to complain manager to file up a formal complain using their complain procedures.

I do not see the relevancy of the title of your post "Help, lied to by credit card company"

Boywonder£65

The conversation and the notes taken actually sit on their records. Todays advisor confirmed it.

Thanks for the advice.

It refers to 3/5 man telling my wife information that turns out to be untrue.But i may change it. I am a little tense after returning home from work to find my wife so upset.

Ben8282

Boywonder£65 wrote: »

My wife is self employed. Unfortunately had to go into hospital so was unable to earn. She is back at work now.
On 3rd May she phoned Debenhams credit cards (New Day) to explain she was struggling to make payments and could anything be done. The advisor was very helpful and said although there would be charges there would be a note on her file saying that payment would be made by the end of June and there would be no chasing etc till that time. He even asked if that was long enough and my wife said yes as she wanted it sorted by then. Phew, what a relief. Recieved a letter 2 days later asking for payment but presumed that was an overlap.

Today 26/5 she receives a letter saying that as paynents havent been received then the matter will be passed to the New Day recovery people.

So she calls up customer services to say ive arranged with you the end of June. Advisor tells her that the 3/5 guy should not have said what he said and that there was nothing they could do, wife needs to pay by 30th May. Advice given to speak to Stepchange to help manage the debt. Sending out forms for incomming/outgoings.

This all seems a bit much especially when an advisor has advised and efforts were made a month ago to sort this. If hed said no we cant help you then we could have looked at other avenues and juggled but this leaves us no time at all.

Any advice gratefully received

I'm sorry to hear that your wife has been in hospital. I hope she is now recovering and will soon be better.
Unfortunately, I think that your wife has made a mistake here in advising the credit card company of her inability to pay. Surely your household financial situation is not so dire that between you, you were unable to somehow scrape together enough money to make even the minimum payment by the due date?
It is not apparent that you were actually misinformed. The letter which you received today was probably automatically generated.
In advising New Day of her inability to make even the minimum payment, your wife has done herself no favours. At the very least she should expect at least two late payment markers on her credit files and probably an arrangement to pay marker as well, not to mention the damage done to her internal credit rating with New Day. All this could have been avoided if you could just have scraped together enough money to make the minimum payment due.