Oh please someone help me with these tossers at Egg! Aaaaggghhhhhhhhhhhhhh!!!!

[WideWebWitch]

I had an Egg card.
I had a balance on it.
They made me cross, I called them and asked how much to clear it. They told me, includnig daily interest.
I calculated this and paid it off, in full.

Now they tell me they told me the wrong amount, by £13. I don't want to pay it but asked tonight "if I were to pay it would it clear my account in full? because I don't ever want to deal with you again"

They said No! There will Be More Charges. I said HOW CAN ANY PERCENTAGE OF NOTHING BE ANYTHING?

I am SO frustrated, am I being thick? Someone explain? Any advice gratefully received. I would write to the FSA/OFT but not sure I can be arsed. I'd pay the damn £13 IF I thought it would clear my balance but apparently it won't. I Don't Understand and consider myself not stupid. TIA.

Won't they give you a settlement figure on the £13?

e.g. they work out what poxy interest they want to charge you for it and then you pay it??

charges that aren't in the system yet? it takes ages for my bank to get those done - it's to do with the way their computers work.

but perhaps phone back and speak to someone else - if they said that but couldn't explain it, you were probably speaking to a newbie.

I would write to them and ask them to clarify the situation and tell you exactly how much you need to pay to close your account with them

oh god...egg - have had an egg card myself for some time. Great, unless you stick your head above the parapet...

i have an egg one and only once had a problem with them, which was their fault and they promptly corrected it, unlike mbna who always seem to be fucking up

Thanks guys, I still don't understand, OK, I could say 'tell me what charges aren't in the system yet and I'll pay them' but they can't KEEP adding new charges, surely, not on £13poxy quid? I JUST WANT TO CLEAR THE ACCOUNT AND TELL EM TO EFF OFF!!!

WWW, if you pay off a balance but are short by ONE PENNY, you are liable for interest for everything on the statement from the statement date (or transaction date or something)

So if you paid off but missed by 1p (or £13) they will add interest on the lot (whatever the lot is) at the date the next statement is due, and they may not be able to tell you at this point how much that will be.

Our online egg statement shows at the top what next month's interest will be if you don't settle it in full (we missed by a day this time and ours will be £11).

Make a payment now of the interest amount, plus the £13 or whatever, and that will stop any more charges; if you end up with a tiny positive balance make them send you a cheque for it

If they told you the wrong amount you can probably shout at them and get the interest back

Ohhhh, ok, Janh, the penny has dropped, ok. I kept saying to the bloke "but NOUGHT PERCENT OF NOUGHT IS NOTHING!" and I just couldn't get it, ok, so I have to pay it off, and the £13 poxy effing quid and then I've cleared it I assume. And I absolutely WILL make them send me cheque, fing fkers! Thank you.

I've shouted, believe me, lots and in writing and they are not listening. I even said THIS HAS COST YOU A LOT MORE THAN £13 TO ARGUE WITH ME ABOUT IT!!!! but no, common sense does not exist in call centres.

And they cannot even tell me WHAT this amount I will owe them in the future will be, mad!

I get very peed off with them because they always seem to manage to hold off on crediting our payment for just long enough so that they can charge us the interest; this month I authorised the payment on Mon 29/5 (Bank Hol). Payment was due on Thu 1/6, they took the minimum payment DD from our current a/c on Thu 1/6 and that was credited on Thu 1/6, but the balance amount didn't reach the card account until Fri 2/6 - WTF??????

JanH - That happened to me (I think it was with Capital One). Every other previous payment had been credited on the same day it left the bank. On this one occasion (which just happened to mean it was late and hence nice big fat charge) I phoned them and ranted down the phone and said if as far as I was concerned if the money wasn't in my bank account then it was in my Cap One account as it had been every previous month and I didn't appreciate them debiting it a day later just so they could charge me. Got a full refund.

It's always worth a good rant (even if it's a first offence and it is your fault) they will sometimes do the gesture of good will thing to keep you with them. Thats much help for you though WWW. Sorry.

Well exactly, piggiesmum - if it isn't in our account, where is it then???

I may ring up and rant if I can summon the energy

Yes recent Bank Hols have made things awkward. We managed to get a late charge for the early May payment so I was exceedingly careful with the one due last week and ensured that as soon as the salary money hit our current a/c it was straight back on its way to the Halifax. DH had an argument with them last month.

I used to work for egg in the Customer Relations Department (complaints) (orinoco ducks for cover!)

I would suggest you ask to speak with the Customer Relations Manager. The folks that answer the phone, IME (which admittedly was 8 years ago)are unqualified, inexperienced people who read from a script.

At the time I worked there, if a customer had a complain such as yours we would have written off the amount and sent you some compensation, such as wine or flowers...but as I say, that was eight years ago and things may have changed....

What you need to do is call egg an explain that THEY gave you wrong information when you wanted to cclear the balance and as a result there are now charges whic you want refunded. Ask for how much you really owe and insist thst the charges are as a result of thier mistake. If they try to argue ask to speak to a supervisor or call back.

Worked a second job at egg two years ago and the bloke beside me was daft as anything. He didn't know we could give refunds and tended to tell customers that they were lying about stuff like that. I eventually had to ask a supervisor to train him. One customer called back and spoke to me and I refunded. Take down the name and time of call.

You are entitled to a refund of late or other charges if it's thier fault and one refund of late chrges every 12 months if it's your fault (shhhhh!).

Thank you. They called me today to say they were refunding the £13 BUT, but, but, then I got home to an email telling me I had to pay it so depts clearly don't speak to each other. Sent a blistering email back and waiting for written confirmation that my account is clear now, I'll believe it when I see it.