Apologies if this isn't the correct newsgroup for this type of query. If it isn't could someone advise me where to ask this?
I'll try and keep this as brief as possible, by outlining the main points that have arisen.
I have a Monument credit card, formerly they were called Providian. I know its more expensive than others, but due to my current circumstances I'm not able to switch to a better card.
I've had this account for three years, no problem whatsoever until last month when the following occurred:
- My usual monthly statement, which normally arrives about the 25-28 of each month hadn't arrived by 4 July.
I phoned Customer Services (CS) who advised statement had been issued as normal on 22 June. We agreed
a. - a replacement statement (received a few days later, a crappy photocopy) b. - a replacement card in case of any security problems arising from missing / wayward statement.
- A week later no card has yet arrived. I phoned automated CS to check balance in case of unauthorised use of card - £5 payment authorised. Spoke to CS who advised £5 was for replacement statement. I had not been informed of this charge a week earlier. Charge re-imbursed. mentioned non-arrival of replacement card. Informed the company that prints the cards were having problems, 24,000 cards had been scrapped and card would take a week more to arrive. I wasn't told this a week earlier either, though problem has apparently existed for a few weeks. Complained and got a call-back "sorry for the inconvenience" type call.
3.18/19 July, phoned again as a payment for internet services was due from old card. Informed of ongoing problems with cards, would take longer. Informed payment would be taken from account OK, but just to be on safe side CS rep gave me my new account number
- email from ISP - payment refused. Gave new number. Not recognised. Phoned Monument. payment should have been made, linking old account to new account, but new account card had not been activated so I couldn't give the new number and expect it to be used??? Rep activates card so I can phone ISP (I told him this was dodgy). Phone back ISP, give new details. At least card accepted and payment to ISP made.
- Phone back to Monument on 25/7 to cancel new card, given it is active without me being in possession of it. I did this to feel more secure. Ongoing problems issuing new cards still, but new, new card will be issued in next few days
- Today, 02/08, phone up as no statement received AGAIN. Told one has been issued, on 24/07. New cards still being held up due to "problems".
I'm thoroughly sick. Due to circumstances I can't change to another credit provider at moment. I have no credit card, am receiving no statements for two months, yet the people I speak to seem to be uninterested. I told the rep it sounded like the company was "going down the pan" and she agreed it looked that way, but it wasn't the case (AFAIK, Monument is owned by Barclays). I have requested a call back by someone more senior (I had one call to apologise for the card fiasco), but what can I say or do if/when they call? I'm gonna have to get my new card number again soon to again update card details with the ISP which will mean activating again a card I don't possess, then cancelling again once payment is taken. Plus no statements means having to use the automated service to obtain payment due date and guess at charges by deductng old balance from current balance.
Sorry for the length of this, but I'm really at a loss what to do.
Frustrated