Tesco asks for Income and Expenditure of further action - Stressed!

debgou

I tried to pay my Tesco account yesterday and it wouldn't accept my credit card details so I tried again and was put through to a member of staff. He explained the account went through to him as I need to complete income and expenditure form.

I said I only came on to make payment and I am now put through to you. He said it flagged up because they don't have an I&E form on file for me. I said I don't understand as I pay faithfully each month and am happy to do so. He said we need you to fill in the form but I said I don't want to do that. I explained I found the conversation stressful as I have had a life threatening illness where I am marked as vulnerable on their records and they are adding more stress when I am already paying. He started asking questions like are my bills up to date, credit card up to date etc. I just said yes to each question but I felt really harassed. Can they do this please or should I continue to make my monthly payments (which I have been paying for years) without completing the form. Can they make me fill in the form when I am sending payment? It is not a large amount of money but I can't pay this all in the one go.

What should have been a 2 minute phone call to pay my card ended up being well over a half hour call with him saying he will put my account on hold until they have received an up to date I&E form and if by that time if it isn't sorted then further action may be taken. I find that appalling. I think he said my account is now in default which is why it was flagged up. Default I assume he is meaning no I&E Form??? I asked him to lodge a complaint for me as I found the whole conversation very stressful and unnecessary.

Flugelhorn

is this a credit card? are you paying more than the monthly minimum?

RAS

If you are classified as vulnerable and have been paying a lot of interest, then creditors are supposed to check you can afford your debt. If you are on a low pension or benefits, they may write off future interest or write off the entire debt, particularly if you have ill-health as well.

Suggest that you make a formal complaint about the handler's failure to explain why Tesco need the information. Ask them to explain the policy that lead to this abrupt change in processing?

Grumpelstiltskin

Can you set up a standing order?

No you don't have to complete an I & E, if they won't accept your money then that is their problem, if you have paid the correct amount every month then the account can't have defaulted, also they have to notify you if they do issue a default.

fatbelly

So is this a credit card account?

Do you have internet banking? If so, just make payment through that. Maybe set up a standing order

Default usually means you have missed 3+ contractual payments

No you don't have to give them an i/e form

molerat

I assume you are paying off a long term balance at minimum payment.  If that is the case you would be considered in persistent debt and the lender is required to take action, such as they are doing, by the FCA.  Failure to do this can lead to them being sanctioned.  I presume you have been ignoring / not responding to letters they have sent ?

caprikid1

I suspect the OP is paying an agreed repayment against a defaulted account, I doubt they would be acting like this in normal circumstances.

I guess they want to try and ascertain if the OP could be more and clear the debt.

la531983

You were trying to pay a credit card on an automated line using another credit card? Or have you used the wrong terminology here?

sourcrates

It`s simply to make certain you can afford the payments, that`s all, nothing more than that.

Can you provide a little more detail about the debt, how far behind with payments are you?

As the account has defaulted, I would say a few have been missed, is that right?

teaselMay

I'm sorry it's got you stressed but it sounds as though they were being responsible and trying to do what they're expected to do to protect you as well as themselves.