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    • starM
    • By starM 20th Nov 10, 1:27 PM
    • 1,422 Posts
    • 186 Thanks
    starM
    • #2
    • 20th Nov 10, 1:27 PM
    • #2
    • 20th Nov 10, 1:27 PM
    I have checked my statement yesterday aswel and 12 late payment charge has been added. The payt was taken by Direct Debit so no reason for late payment charge.

    I sent them online message over a week ago regarding multiple DD in the name of Santander Consumer Finance & CRDTCRD DEBIT SUB.

    http://forums.moneysavingexpert.com/showthread.php?t=2837140&highlight=asda+direct+deb it

    They sent me an email saying secure message awaiting to be read. When I logged online - it shows 1 new message but when I click on messagies - no messagies are displayed. i juse sent them another message again.

    Useless Credit Card company to be honest. I had number of credit cards in the passed never had any problems. This is the first bank I'm having problem with.

    MS
  • B19jon
    • #3
    • 20th Nov 10, 3:07 PM
    • #3
    • 20th Nov 10, 3:07 PM
    I also have been charged a late payment fee. I have spoken to their helpline who tell me this is an error and will automatically be corrected next month, however will this now show on my credit history?
    I asked the bloke on the phone and he said no, but I have my doubts...
  • Zannie
    • #4
    • 20th Nov 10, 8:19 PM
    Santander late payment fee when they take the Direct Debit
    • #4
    • 20th Nov 10, 8:19 PM
    Yup me too. I think this is the second time. I rang them up and waited for 20 mins and I am fairly sure that talk talk charge me 20p per minute. they would only refund 2. They said that they were aware of this late payment fee error In which case why didn't they refund it until I rang up? man I spoke to said that hundreds of people were affected,
    bit that really made me annoyed was after complaining about the issue with the Direct Debit he insisted on taking me through security for the 2nd time and asked me what my payment method was !!!asked him if he was being funny
    • GillM
    • By GillM 20th Nov 10, 8:39 PM
    • 181 Posts
    • 207 Thanks
    GillM
    • #5
    • 20th Nov 10, 8:39 PM
    • #5
    • 20th Nov 10, 8:39 PM
    Slightly off-topic but I have an ASDA card, now Santander, of course. 3 weeks ago I mislaid my purse - don't use it often because I don't spend much most days, just the paper sometimes, and I have a bad habit of putting change from notes in my pockets so I usually have a few quid on me without needing my purse. As it turned out, I'd last used my purse on 26 October but it wasn't until 29 October that I actually tried to find it. I rang round a few shops I could remember using, and the local police, then decided I really needed to cancel my cards.

    Cancelled the ASDA card 29 October and was told it would be about 10 days to get a new one. Not sure if it was 10 calendar days or working days, but anyway, I hadn't heard anything by 15 November so rang them - my payment was due 18 November and I was worried about being charged for non-payment, as well as having to pay interest. Indian accent answered - I'm not racist but infortunately I do have a profound hearing loss so speech is hard for me to understand and accented speech is almost impossible. The conversation went - she'd say something, I'd say I can't understand you, she'd say something else, I'd say, sorry, pardon? That went on for an horrendous 10 minutes or so - the poor girl was very patient but we really weren't getting far. Finally, we seemed to establish that I needed to wait until the card arrived before doing anything. I tried to ask if I would be charged interest etc but not sure if she told me that!

    It's now 20 November and the card still hasn't arrived. I tried to get at my online account a few weeks ago but couldn't, not too surprisingly, so I cannot use the secure email facility. I've no idea what will happen now. Reading the posts above I'm not convinced they'll manage to get it sorted and it will probably cost me a fortune!

    I only got the card because of the 1p per litre off petrol (2p when I first had it) but with the current price of petrol it works out cheaper to get Tesco points so I may dump the whole card.

    Incidentally later on on 29 October I suddenly thought of another shop to ring - they had my purse behind the counter since 26 October but couldn't contact me as no identification other than my name on the various cards. Everything was intact, notes change and all - a member of staff handed it in. I couldn't believe my luck!
  • james45567
    • #6
    • 21st Nov 10, 8:55 AM
    • #6
    • 21st Nov 10, 8:55 AM
    Yep, same here. I have been charged the late payment fee on both mine and my sisters account. Just sent them a secure message. It begs the question though, if they knew about it, why didn't they let us know?? And I've also got multiple direct debits set up by them. I had a right panic when I saw the new one had been set up as it makes no reference to Asda or Santander. Awful way to do business!!
    • GillM
    • By GillM 22nd Nov 10, 4:48 PM
    • 181 Posts
    • 207 Thanks
    GillM
    • #7
    • 22nd Nov 10, 4:48 PM
    • #7
    • 22nd Nov 10, 4:48 PM
    [QUOTE=redparaman;38658306]



    You sound racist with that comment, the accent came from a person! Of course you will accrue interest if you do not pay! Losing/mislaying your card does not prevent you from paying your debt! If payment was due on 18/11 and you missed it knowingly, then you should pay a penalty plus interest.
    Originally posted by GillM
    You clearly never learned what an adjective is! And my point is that I cannot pay my debt until I get the new card as the account has been locked!
  • redparaman
    • #8
    • 22nd Nov 10, 5:23 PM
    • #8
    • 22nd Nov 10, 5:23 PM
    [QUOTE=GillM;38702920][QUOTE=redparaman;38658306]

    You clearly never learned what an adjective is! And my point is that I cannot pay my debt until I get the new card as the account has been locked![/QUOTE
    ]

    That is not a justifiable reason for not paying your debt! You must have some idea of what you have spent. You state you spend very little in your original message so work it out! Its not difficult! Stick to cash it will prove less complicated for you.
    • GillM
    • By GillM 22nd Nov 10, 5:39 PM
    • 181 Posts
    • 207 Thanks
    GillM
    • #9
    • 22nd Nov 10, 5:39 PM
    • #9
    • 22nd Nov 10, 5:39 PM


    That is not a justifiable reason for not paying your debt! You must have some idea of what you have spent. You state you spend very little in your original message so work it out! Its not difficult! Stick to cash it will prove less complicated for you.
    Originally posted by redparaman
    Can you not read? I know precisely what I owe, but the account has been frozen - I cannot pay into it!!!
  • redparaman
    [
    QUOTE=GillM;38704538]Can you not read? I know precisely what I owe, but the account has been frozen - I cannot pay into it!!!
    [/QUOTE]

    I can read and understand English Comprehension. So your account is now frozen? What has happened is that you lost your cards then found your cards after you cancelled your cards. Your ability to use the card has been suspended not your ability to pay up. Get on with it!
    • lewpster
    • By lewpster 23rd Nov 10, 5:34 AM
    • 1,651 Posts
    • 7,029 Thanks
    lewpster
    I spent 20 mins on hold to the indian call centre last night after receiving a letter - I was horrified as always pay on time. Apparently it's their error and letters went out yesterday. I will be certainly writing in and asking for the cost of my phone call back : (
    • pje
    • By pje 23rd Nov 10, 7:20 AM
    • 14 Posts
    • 5 Thanks
    pje
    I called them last night, the 12 fee is a "technical error" which I was told had been applied to everyone's account.
    It will be refunded on your next statement.
    If you want to call them, use the free number 0500 100055, then select opt 1, then opt 4, then opt 2, and then opt 1
    • walkman50
    • By walkman50 2nd Dec 10, 2:25 PM
    • 11 Posts
    • 4 Thanks
    walkman50
    Asda 12 - us too
    My partner has also been charged 12 - despite having a direct debit set up which automatically makes the payment each month, making it impossible to miss a payment! Refund on it's way, with a very scary note that they will let the credit reference agencies know that an explanatory note should be made against the red mark. This doesn't get rid of the red mark!

    P.S. They recently reduced her credit limit to just 250 for no reason and no explanation, which affecte her ability to use it for a penny off fuel - the only reason she has the card! Seriously considering cancelling it now.
    • the2ems
    • By the2ems 3rd Dec 10, 6:52 AM
    • 9 Posts
    • 2 Thanks
    the2ems
    I had the same 12 added to my card and also sent an email. I got an automated reply saying they would respond within 48 hours, but they didn't.
    I then rang them and got a recorded message about the charge, so it seems lots of people got the same.
    I then received a letter explaining that the 12 would be refunded, including any interest incurred, and also they would correct any information that may have been sent to the credit agency.
  • xaurorax
    DP cards too
    I got a letter yesterday saying my Dorothy Perkins account had been charged a 12 late payment fee in error and that it was being refunded to my account. Like most people in this thread I also pay by direct debit (paying the full balance on my account) and could not understand how I could incur a late payment fee.
  • Browne
    Hi I took out a Debenhams store card in August 10 and I got my first statement to pay off the original amount in the post the day it was due. I rang up immediately and paid with my credit card, but have had 12 late fee payment charges on my Debenhams account since then. I have rang up 4 four times now, was told it was computer error, got the statements and letters saying about non payment of fees again in November and December and even though I thought it was sorted out it wasn't. I wrote to them and paid a cheque for 12 in early December to end the matter even though this was costing me but was fed up with the hassle. I got a call from someone who said the cheque had been removed so he couldn't close the account until the credit showed. Anyway cheque was credited and then another 12 late fee was added, am in despair that this will get sorted out. Last lady I spoke to said she would it put to someone who deals with "concerns". I am expecting another statement and late fee added in January as don't think it will be sorted out. It has cost me a lot in phone calls, all because they cannot sort this out, it feels like a trap now. My next stop will be the Financial Ombudsman unless I hear good news in January.
    • Rhino666
    • By Rhino666 28th Dec 10, 12:07 AM
    • 517 Posts
    • 165 Thanks
    Rhino666
    The Asda card is proving hard work for me too.

    Asked for the card to take full payment each month when set up but the paperwork that came through indicated that only the minimum payment would be taken. Phoned straight away and was assured this would be changed in time for first payment. First payment taken was minimum. Phoned again and told that there had been an administrative mistake and payments would now be for the full amount as originally requested. I asked about the interest chargeable and was told to phone a third time after statement production to get this refunded. I have called and been assured that the interest will be refunded but would not be surprised if this does not happen.

    Incompetent and useless are words that come to mind.

    They also reward Asda and other purchases with money off vouchers at Asda. I only got the card so that I can get free delivery on online orders of over 99 from Asda. The reward vouchers have to be used in store and cannot be redeemed online - very poorly thought out !
    PLEASE DO NOT STEAL
    The Government will not tolerate competition

    Always judge a man by the way he treats someone who is of no use to him
  • Wonkysplitdemon
    Hi, I was browsing the forum and came across this thread.

    I work for Santander cards, in the collections department (dealing with store cards and mastercards from the old GE portfolio)

    The problems being encountered by customers at present relating to DD's being taken and charges applied for (non) late payments is due to an error with the banks I.T systems.

    This stems from the recent migration of accounts to a new system, as part of the rebrand to Santander. I have dealt with many customers who have had the same problems as the posters in this thread. I apologise for the stress and inconvinience caused, but i can assure you a problem of this nature is not something a call centre agent/manager can resolve.. All we can do is refund the charges and correct the CRA information. We are all waiting for the I.T support guys to stop this from happening, believe me, we do not enjoy it.

    The issue is not localised to ASDA cards either, it has affected the entire portfolio. Any card financed by Santander cards UK could be affected, so I would urge anyone who has a card with them to be extra vigilant when it comes to checking statements. (although the accounts which are affected will be identified and corrected without prompt from the customer)

    Any questions, please ask..

    I do not speak on behalf of the company, and i dont believe any information i have given in this post is confidential or defamatory towards my employer. Any views expressed are my own and not those of Santander Cards UK ltd..

    wonky
    Last edited by Wonkysplitdemon; 29-12-2010 at 5:43 PM.
  • H.P.Bazxter
    Well, ASDA card customer service is beyond absurd, now they are issuing statement with preceding payment due date. Check my thread;

    http://forums.moneysavingexpert.com/showthread.php?t=2883102
  • Wonkysplitdemon
    I'm well aware of that H.P

    This all stems to the new system which went live in October, the statements have been sent out with mis-prints, charges are being applied on accounts with nil balances, etc etc... I do not however believe this is a Customer Service Issue, the customer service department does not produce your statements and mail them to you.. It is all down to the new "improved" system the bank have implemented, the customer service staff can only do what they can. They do not have the tools nor authority to resolve these technical problems unfortunately.
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