Are Vanquis just being awkward?

in Credit Cards
12 replies 3.1K views
I've got a Vanquis card and have been trying to change my name since I got married last year.

I sent Vanquis an original wedding certificate and council tax letter for the permanent address in May 2018, they lost it. They maintain that they never received the evidence but I literally wrote "as per the phone call with X last week please find enclosed my marriage certificate and council tax letter, I would be grateful if you could update my details and return my documents as quickly as possible". Somehow despite never receiving the documents Vanquis knew which address to write back to me.

Anyway I then sent them a photocopy of the wedding certificate and a letter from the DWP. They have accepted the letter from the DWP to change my address (which they've been writing to for months anyway) but not the wedding certificate, they want another original.

I'm not willing to pay to get another for them to lose (they've not compensated me for the first one), their suggestion was to post it recorded delivery - to a P.O. Box. I pointed out that P.O. boxes wouldn't normally have someone to sign for so that seems pointless. The manager didn't know what a P.O. box was and thought it meant it was a specific persons inbox.

They have suggested I could photocopy my passport (in my maiden name so that's a non starter), my driving licence (I'm medically disqualified), but the marriage certificate has to be original. The woman even said "you emailed to complain about this but didn't attach a document" I was like how can I email an original marriage certificate, they're physical documents!

I've not had this difficulty with anyone else, they've all accepted photocopies and accepted that getting certified copies of Scottish marriage documents isn't a thing, it's even printed on the certificate which the manager realised when I asked him to open my file and read said certificate - they can only be officially copied by registrars.

I actually asked to be put through to their team to close accounts but they just wouldn't close the account and kept going on about just getting another certificate and "putting this right" it's so frustrating. They should be paying for my marriage certificate that's gone AWOL and paying for another if they want it but that didn't seem to cross their mind, just postage costs which are minimal.
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  • custardycustardy Forumite
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    GlasweJen wrote: »
    I've got a Vanquis card and have been trying to change my name since I got married last year.

    I sent Vanquis an original wedding certificate and council tax letter for the permanent address in May 2018, they lost it. They maintain that they never received the evidence but I literally wrote "as per the phone call with X last week please find enclosed my marriage certificate and council tax letter, I would be grateful if you could update my details and return my documents as quickly as possible". Somehow despite never receiving the documents Vanquis knew which address to write back to me.

    Anyway I then sent them a photocopy of the wedding certificate and a letter from the DWP. They have accepted the letter from the DWP to change my address (which they've been writing to for months anyway) but not the wedding certificate, they want another original.

    I'm not willing to pay to get another for them to lose (they've not compensated me for the first one), their suggestion was to post it recorded delivery - to a P.O. Box. I pointed out that P.O. boxes wouldn't normally have someone to sign for so that seems pointless. The manager didn't know what a P.O. box was and thought it meant it was a specific persons inbox.

    They have suggested I could photocopy my passport (in my maiden name so that's a non starter), my driving licence (I'm medically disqualified), but the marriage certificate has to be original. The woman even said "you emailed to complain about this but didn't attach a document" I was like how can I email an original marriage certificate, they're physical documents!

    I've not had this difficulty with anyone else, they've all accepted photocopies and accepted that getting certified copies of Scottish marriage documents isn't a thing, it's even printed on the certificate which the manager realised when I asked him to open my file and read said certificate - they can only be officially copied by registrars.

    I actually asked to be put through to their team to close accounts but they just wouldn't close the account and kept going on about just getting another certificate and "putting this right" it's so frustrating. They should be paying for my marriage certificate that's gone AWOL and paying for another if they want it but that didn't seem to cross their mind, just postage costs which are minimal.

    you pointed out a PO box doesn't have someone to sign.
    What did you base that on?

    You want compensation for something they may not have received?They will have requirements on them as a financial body to ensure you are the person you say you are.
    So requiring an original document isnt being awkward
  • GlasweJenGlasweJen Forumite
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    If they didn't receive it how did they manage to write back to tell me this? I didn't put my new address on the letter which was sheer oversight on my part but they say they didn't receive the wedding certificate or the council tax bill but somehow knew where to write back to tell me this. Even the various employees I've been bounced around haven't worked this out.

    And it's just a P.O. box in a bank of P.O. boxes. If they said "oh send it to John Smith at customer relations and here's a real address at XYZ business park" id be a bit more willing but I'm not sending another original marriage certificate to P.O. box 399, Chatham
  • custardycustardy Forumite
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    GlasweJen wrote: »
    If they didn't receive it how did they manage to write back to tell me this? I didn't put my new address on the letter which was sheer oversight on my part but they say they didn't receive the wedding certificate or the council tax bill but somehow knew where to write back to tell me this. Even the various employees I've been bounced around haven't worked this out.

    And it's just a P.O. box in a bank of P.O. boxes. If they said "oh send it to John Smith at customer relations and here's a real address at XYZ business park" id be a bit more willing but I'm not sending another original marriage certificate to P.O. box 399, Chatham

    nope.

    That address takes you direct to a Royal Mail office

    https://www.google.co.uk/maps?client=opera&q=ME4+4WQ&oe=UTF-8&um=1&ie=UTF-8&sa=X&ved=0ahUKEwiRk_rTtYrdAhVnD8AKHde9CGEQ_AUICigB

    So its a PO box address. So likely RM deliver it or Vanquis collect.
    Both requiring human interaction.
  • GlasweJenGlasweJen Forumite
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    It doesn't mean a Vanquis employee will sign for it though. And that's not the problem, I know my original letter got there because they told me it did, they have it scanned on their system. They just don't have page 2 or 3 of said letter.
  • custardycustardy Forumite
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    GlasweJen wrote: »
    It doesn't mean a Vanquis employee will sign for it though. And that's not the problem, I know my original letter got there because they told me it did, they have it scanned on their system. They just don't have page 2 or 3 of said letter.

    So how do you see it being different with a geographical address? RM and couriers dont deliver to specific people.
    They wont change your name without required documentation,nor would any other CC provider.
    So whats your back up plan other than closing the account?
  • GlasweJenGlasweJen Forumite
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    Well I asked to close the account but they transferred the call through to what I assume was a retention department who just wouldn't take no for an answer and basically bullied me into agreeing to send another marriage certificate when I have absolutely no intention of doing so just so I could get off the phone. I can't be bothered getting another certificate just for them, the nearest post office to me is on the mainland and it's not worth the effort.

    I assume aqua and capital one have just used the electoral role to verify the certificate. They didn't ask for an original at all, surely there's a statutory criteria for documents to change a name?
  • Why not scan the original document and email the scanned version to them? They may be able to accept that - I did the exact same thing with Lloyds earlier this month and they found that acceptable. :)
    I work within the voluntary sector, supporting vulnerable people to rebuild their lives.

    I love my job

    :smiley:
  • [Deleted User][Deleted User] Forumite
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    Did you not send the original by recorded or signed for delivery?

    Or better yet a courier?
  • Skippy13Skippy13 Forumite
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    Can't you just leave it in your maiden name? I found Vanquis a nightmare to deal with and was glad when I could close the account.
  • dresdendavedresdendave Forumite
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    If I were in your position, having been messed about and being bounced from one employee to another with no solution in sight, I would apply for a CC elsewhere (in your married name). Once you have it, pay the Vanquis card in full, remembering to check for trailing interest.

    Never use the card again and eventually they will cancel it through lack of use.
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