No interest Card suddenly charging interest

GeeMoo

Hey guys
I was wondering if you can help me. I have taken out a Virgin Money credit card in January because someone told me about their interest free period (26 months) and I managed to get a one with a decent credit limit. everything was alright until I realised that three months ago they started charging me interest. So I called the customer service number and they told me it is because I "missed a payment" back in May. I explained to them that the missed payment was the result of using their app which crashed without me realising that. I then received a text from Virgin Money 5 days later and upon checking the payment had not gone through, I immediately made the payment and set up a Direct Debit.
They straight up told me, sorry the interest free promotion has been withdrawn, the decision is irrevocable and I'm now lumbered with a useless credit card.
has anyone had the same problem?
how can I appeal?
what should I do? I understand their reasoning but they don't seem to realise their app is shaky and that that was due to a technical error and I've never missed a payment in my life.
Please hit me up with suggestions and advice because I was not expecting such poor customer service from Virgin Money....
thanks

molerat

Technically they are correct, it is up to you to ensure payment is made, but usually they are quite accommodating with a first time error if you go in all apologetic. Tell them it is their fault etc and you are on a hiding to nowhere. You need to set up a direct debit for minimum payment which ensures, as long as there is money in your bank account, the bill will be paid on time.


Go back to them and grovel, taking the high ground will get you nowhere.

Nicholas

If an app or website crashed on me whilst in the process of a transaction, I would definitely have checked that the payment had gone through. Are you also saying it has taken you three months to realise that they have started charging you interest?

Virgin were within their rights to stop the interest free (it's in their T&C). Best thing you can do now is try and get approved for a different interest free card and transfer the balance across. And be more diligent next time.:)

MisterBaxter

I would definitely try pleading your case with them again. The Virgin Money app had been flakey for a while and I'm sure that they even acknowledged that it wasn't working properly. If you look on the Google App store there are/were a lot of comments about it not working properly; I had to re-install it several times to get over issues with it. If you accept that the fault lies with you for not checking that the payment had gone through but do it in a way that makes it clear it was down to a technical fault on their end they may take sympathy. I think the trick is trying to balance the apportionment of blame.

The removal of 0% offers seems to be standard but from reading comments from others I get the impression that it isn't as irrevocable as they have told you and that they could reinstate it if they want to, they just aren't obliged to.

In the meantime, you may as well try for another 0% card and take your business elsewhere if you can.

System

We had a similar problem. Managed to get a different 0% credit card and moved the balance over and close the old card. Set up a direct debit straight away to avoid further missed payments.

ORAC60

Good thinking 0% is great for balance transfers
But suppose you transferred £500
when you spend on the new card you pay a big % repayment most times
the 0% is only for the old balance

Candyapple

And this is the reason why we always recommend setting up a direct debit to pay the minimum monthly payment when it comes to 0% cards to avoid this from happening. If you want to pay extra/make manual payments there’s nothing stopping you, but at least you wouldn’t be risking your deal being pulled.

chattychappy

Candyapple wrote: »

And this is the reason why we always recommend setting up a direct debit to pay the minimum monthly payment

(emphasis added)

Well, I don't. The key thing is to make sure payments have gone through on time (you can do that with a manual payment). Even DDs can go wrong - eg if you have insufficient funds, they are not set up in time or the authority has expired. And of course you must ALWAYS check statements.

Unfortunately, DDs can be a perverse incentive for people NOT to check statements for months on end making problems much more difficult to fix.

Personally I either pay faster payments from my bank account or debit card on the CC's website. If something crashes, I assumed it hasn't worked until I can see otherwise.