Dorothy Perkins Card - Santander Cards HELP!

[shellzone2270]

Hi,

 

Not sure if I has posted this in the right section, apologises if not. I really need some advice as I am at my wit's end and I have no idea what to do next (Apologises in advance it's a long one).

 

I have a dorothy perkins card which I had a balance of £388 on, paid £300 off on the 27/10 via the dp website as I always do with no problems (money came out of the account on the 28th). I tired to use the card on the 5/11 in a store and it came up as declined which I though was odd, rang their cust serv department after leaving the shop and they said my account did not exist, said I would ring them back as I didn't have all my paperwork to hand. Finally managed to ring them back on the 7/11 and told that they where updating the systems and that my card would work in a few days.

 

Anyway I tired to use it on the 11/11 to place on online order and it came up as declined again, rang their customer serv team yet again only to be told they where still updating and that it should work after monday. I was away for a few days so didn't get chance to check until the 17/11 and suprise suprise my card still does not work, also during this period I have been unable to log into my online account. Tried to ring cust serv but was in a queue for ages so had to leave it, tired again on the 18/11 again stuck in a queue forever. Looked online and got some different phone numbers to ring, tired them and they where all the same, saying your call would be answered within 10 mins but was still on hold 30-40 mins later!!

 

Anyway finally managed to get hold of someone today only to be told that they are still updating the systems (?) and that it would work from monday.The guy I spoke to assured me that I any fees for late payment (as I have not had a online statement this month with not been able to log in) would be refunded. At this point I was getting worried and worked myself up into quite a state at work, as nobody could tell me what was going on. So I decided to leave it until I got home and draft a letter to send to them.

 

I got home tonight to a letter from santander cards saying there had been a issue with my Burton Card, which has worried me even more as I took the card out with dorothy perkins .All it states is that due to a systems error I will not be able to use my current card and they will send me a new one out (new number etc)plus they will credit £20 as a goodwill gesture to my account. There was a new account no on the so I rang the cust serv no on the bottom as I wanted to know what the hell was going on, as I have never had a burton card.

 

Before I spoke to someone I went through the self serv menu and I was even more shocked to hear the balance of my card was £368 (they have credited the £20 goodwill gesture) the guy I spoke to was so unhelpful, like most of the other people I have spoke to in ther cust serv's department. The payment I made on the 27/10 for which i have a ref number for was rejected on the 19/11? At that point I had just had enough with them, they couldn't tell me why they had rejected it I just left it at that, again I had worked myself up into a state. Once I had calmed down I rang my bank to check what the guy had said at santander cards and the bank said the payment had gone through ok. If this is the case where the hell is my £300!!!

 

I am about to start and put together a letter to send to Santander Cards UK to find out what the hell is going on as there customer services department is useless .I have all the details of times I have called etc (no names though) what I was told and obviously the letter they have sent me today, I just have no idea where to start with it as so much has happened, so any help it much appreciated.

 

Shell

[silverfox1961]

Just a nudge on to todays posts

[Jemmaneedshelp]

Im having problems with Santander and my dorothy perkings card!!! they allowed Privacy Guard 2 charge my card!!!!!! Fuming!!!!

[Guest tobecontinued631]

The issue has been caused by santander migrating accounts to a new system. Your £300.00 is probably sat in the "old" account. In effect what they have done is opened a new account on a different system. They did not however envisage the problem and didnt expect to have to reissue cards, but an unforseen problem was encountered.

 

Be assured you WILL NOT have to pay an extra penny for the companies error, but i understand it is frustrating and worring, so I apologise for that in earnest.

 

 

in reply to another poster regarding Privacy Guard. Theres not much SCLUK can do here, they will agree to pay the company on your behalf. If you don't agree that you asked for this you really need to speak to the Insurance Company (privacyguard) as santander will not refund the amount.

[dx100uk]

Im having problems with Santander and my dorothy perkings card!!! they allowed Privacy Guard 2 charge my card!!!!!! Fuming!!!!

 

well do a chageback then!

or reclaim it!

 

dx