Impossible to contact them (Egg Card)

Member Name: Waikie

Product:	Egg Card
Date:	10/04/01 (45 review reads)
Rating:

Advantages: Good rates and cashback

Disadvantages: No person to person telephone enquiries

I first got my Egg card a year ago so I could take advantage of their interest free 6 months and transfer the balance from one of my other credit cards.

Things went well. The application process was straight forward, the interest rate attractive (10.9% at the time of applying), I could have instant internet access to my statements and transactions, and transferring balances from other cards was simple and quick.

I never had any problems with my Egg card. I was so impressed with the service I got from Egg, that I recommended someone else open a Savings account with them as they were so reliable.

That was 10 days ago. Things started going wrong 5 days ago. With internet banking I find I check my bank balance every day now. So, when I checked on Friday night, I was surprised to see that my direct debit to Egg for this month's payment had been paid straight back into my bank account. I immediately panicked and raced into the bank to see why they had refused the payment. The girl behind the desk didn't know, so she asked my account manager, who said it wasn't anything to do with them and it was Egg who had paid the money back.

I went home, checked my Egg account and noticed that sure enough, on my Egg card transaction list was a payment and then a debit for the same amount. I immediately sent Egg a "secure email" via the site saying I wanted it sorted out and expected to not be charged extra interest or charges for missed payments. I haven't heard back from them. So, today, I emailed them again. As yet, I haven't heard from them. I'm starting to get worried as I don't know why this payment has been returned and also concerned that someone else has been accessing my account.

I've checked the website and I can't find a phone number to call to ask them what is happening. The only way it appears I can contact them is via the secure e-mail service, but I don't know if t
hey've even got my mails as I haven't had a single confirmation reply yet.

I believe that when you open an Egg card account now, you have the option to have phone account help as well as online, unfortunately I didn't have that option, but after the last few days, I urge anyone who does, to take advantage of it.

*Update* I've finally found a number to call for enquiries. Except, I called at 9:40pm and was on hold for 10 minutes before I hung up. It's an 08451 number, so not free (actually 1.49p per minute according to BT), and I begrudge spending 15p to not even get to speak to anyone. Argh.

*Update 2* Almost 3 weeks have passed now and I've finally managed to get this fiasco sorted. It appears that the problem was caused by the bank adding an additional 0 to the beginning of all their account numbers. Other companies direct debit systems coped with this change, but it seems egg's just completely fell over. Over 10,000 egg account holders were affected by this. Now that's what I call a substantial cockup!

Summary: