Thread: Midget Gems VS Egg

Point one:

My initial letter to Egg was a DSIR (or whatever it is, the thing where you claim under the DPA) asking for statements for both my credit card and loan accounts that I had with them. I sent them a cheque for £20 to cover the cost of both batches of statements.

They sent me the statements for the credit card and also a letter saying "you've paid us too much, where shall we send the surplus £10". I wrote back and told them what the 'surplus' £10 was for and what they should do with it.

Weeks down the line I sent my statements back claiming £200 (pathetic amount, I know) for my credit card, and prompted them to send the damn statements for my loan account.

Is there anything I can do to punish them for breaking the 40-day DSIR deadline by several months?

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Point two:

I sent my letter demanding £200 a couple of weeks back and have today received a "We've received your complaint" letter.

Originally Posted by Egg letter

Re: Your Egg account

I'm sorry that you have had to complain to us.... yadda yadda yadda

We will do everything we can to resolve this with you as quickly as possible. Here are the timescales that your regulator, The Financial Services Authority, requires us to work to. In the vast majority of cases we resolve problems a lot quicker than this:

* We must acknowledge receipt of your complaint within five days
* If we are unable to resolve your complaint within four weeks of receipt, we must contact you and explain why. We will also give you and indication of when we will next be in touch
* If we are unable to resolve your complaint to your satisfaction within eight weeks of receipt, we must contact you again and explain why. You can then (or sooner if you do not accept our earlier solution) exercise your right to take your complaint to the Financial Services Ombudsman. You have six months from the date of our resolution to do this.

Thanks for letting us know about the problems you have experienced and for the opportunity to put things right.

At no stage do they ever refer to the nature of my "complaint". I'm not even making a complaint.

I assume this is just a stall-letter? After all, aren't I the one who gives the deadlines in this instance? Should my next course of action be to send the "You have not sent me a satisfactory response and I will go ahead with court action unless you deal with this within 14 days" kind of thing?

Yeah?

I will be continuing this quest today. Reply at once or I'll have to go it alone. Again.

Nope. Not only can't I see any Egg FAQ's I thought I'd ask you experienced and knowledgeable folk instead.

What am I looking for? I already know how to reclaim charges after already defeating MBNA. I'm asking for answers to specific situations as outlined above.

Honestly, trying to work to deadlines whilst simultaneously seeking advice on forums is like expecting a bus to get you to work on time.

Originally Posted by Midget Gems

Point one:

Is there anything I can do to punish them for breaking the 40-day DSIR deadline by several months?

You can complain to the Information Commissioners Office but it probably isn't worth the effort (IMHO)

Originally Posted by Midget Gems

Point two:

I assume this is just a stall-letter? After all, aren't I the one who gives the deadlines in this instance? Should my next course of action be to send the "You have not sent me a satisfactory response and I will go ahead with court action unless you deal with this within 14 days" kind of thing?

Yes, you set the timescales. Send them an lba from the templates library suitably modified for your case.

Originally Posted by Midget Gems

I thought I'd ask you experienced and knowledgeable folk instead

Experinced folk are happy to help but this is a self-help site so you have to do some work yourself too.

as Steven4064 has already said, send them the lba. I am also claiming from Egg, with the standard letter you got, I also got a partial offer. So am wondering why they have treated you differently from me.

Did you send a schedule of charges with your prelim letter? This is basically a spreadsheet, showing each individual charge, the date is was applied to your account, the reason why it was applied (overlimit fee, late fee), and the interest element to your claim?

If you sent just a letter asking for some money back they may well try to fob you off.