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M&S Credit Card failed/botched balance transfer

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Hello. Can anybody help me?


This is my first post on here.

On December 2nd I transferred a balance of £460 from another card (Clydesdale) onto my M&S credit card, taking advantage of a 0% offer; I have had the M&S card for a few years now. A few days later I received a letter from them informing me that the balance transfer had been completed. I thought this strange as I'd never received one of these before when transferring earlier balances to the card.


Anyway, the £460 hasn't reached the Clydesdale card account yet but shows up on my M&S statement - in writing at least it looks like I now owe two lots of £460 to two creditors!


I called Clydesdale. They weren't very friendly and said it was M&S's problem. M&S customer service centre (0845 900 0900, probably abroad) first informed me that they would have to put me through to the balance transfer dispute centre in Chester (UK). Then the man said that he **wasn't authorised to**. He logged my dispute and told me that "someone will contact you by phone". He was unable to give me a time or a date. Unsatisfied with this response, I phoned back an hour later. This time the lady on the phone said she had **no means of putting me through to the resolution centre** but someone would contact me; she again was unable to give even an approximate date or time. She also said that I **may** be contacted by letter.


During the numerous calls to M&S, the Clydesdale credit card number has been checked every time; the one they have on file is correct and matches my card. During the last call, the lady asked for the Sort Code and Account Number on my Clydesdale statement - I wasn't asked this when I did the original balance transfer by phone. She added it to my notes.


7 days later and the £460 is still showing on both my M&S AND Clydesdale accounts. Very anxious, losing sleep and all that. Any advice anyone? Even about the technicalities of the balance transfer process in general and what happens if things go wrong and where liabilities lie? And what happens if M&S simply refuse to give the money back? Or what happens if M&S have done everything right and it's Clydesdale who are at fault yet refuse to refund me also?




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I personally would suggest to stay off the phone, as when you ring in, you speak to unknown different CS agents who either give different responses or non answers.


Which don't get you very far or are even helpful.


So I would contact both CC & write to them, describing what has happened (as above) & how you want them to sort this out for you.


Also state what resolution you seek. I.E. The £460 removed/added to which CC correctly & the balances to reflect this.


I've found these contact details for you;






Cards & Loyalty Department

M&S Bank

Kings Meadow


CH99 9LZ


Clydesdale CC








Customer Experience & Marketing


1st Floor

57 Queen Street


G1 3ER


I do hope this gets sorted for you asap,please do let us know how you get on.


Good luck!!

I don't suffer from insanity, I enjoy every single minute of it!!

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Thanks for responding. I'll post these off later today recorded delivery.



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Result. I posted a recorded letter off to M&S on Saturday 20.12.14, and just caught the last 12:30pm post. I planned to write another one to Clydesdale later - as it turned out, this was not necessary. On Tuesday morning about 10am (23.12.14), I received a phone call from a representative from the M&S Customer Services Team. Turns out the card number was entered incorrectly by an operator and Clydesdale had rejected the payment. This lady was very friendly and apologetic. She claimed to be unaware of any rule that prevented the call centre operators forwarding people onto the Balance Transfer Dispute Team or Customer Service Centre in Chester and promised to investigate this for future reference. She also said she would credit my balance with £35 compensation for my inconvenience and although I haven't checked this yet (due to Christmas holidays), the balance transfer appears to have gone through now, the Clydesdale automated balance inquiry service reflecting this accordingly. I just hope there are no more problems. I got a direct number for the Customer Services Department in Chester from the friendly and helpful lady. It is 0800 028 9004. N

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