Questions Of Cash: 'Egg reduced my card limit by £7,000 despite good credit rating'
Saturday 01 October 2011
Q. Egg has reduced my credit limit from £9,200 to £2,100. When I queried this, I was told this would be because of my credit rating and that I should contact Experian to find out more. I subscribed to Experian and discovered that my credit rating was 999 and there were no adverse entries on my record. I then applied to Egg to have my credit limit raised to £5,000 and this was refused.
A. The Experian credit report shows a "linked address" in Essex, which was reported by Hutchison – which owns the 3 mobile network. You have no knowledge of this other address. It seems that an unsuccessful fraudulent attempt might have been made in the past to use your personal details to open a mobile account with Hutchison using the Essex address. As the attempt was unsuccessful, Hutchison has not kept any records regarding this. However, T-Mobile did open an account with someone purporting to be you, on which there is an unpaid balance. That account has now been cancelled. Both Hutchison and T-Mobile have advised Experian and Egg that the Essex address should no longer be linked to your credit report. Egg, which is now owned by Barclaycard, has accordingly issued you with a new credit card with the credit limit reinstated in full. You should monitor your credit reference reports carefully in case there are any further attempts to use your identity to commit frauds.
Q. In May, I was on holiday in Marbella when my bag was taken from the front seat of my Jeep. We were distracted by someone who asked directions, while someone else stole the bag. We reported the theft to the police. The bag contained, keys, passport, glasses, camera, iPod, £3,000, €594, a credit card, etc. I was insured with Columbus and all the details have been sent to Global Claims, but the claim is going nowhere. PT, by email.
A. Global Claims is the claims handler for Columbus Insurance. An investigation by Columbus and Global Claims reveals that the initial hold-up was caused by Global Claims sending you the wrong claim form in May. Computer records do not indicate why this happened – whether there was a misunderstanding between yourself and the person who took the call, or whether the wrong form was sent because of an administrative error. A new form was sent at the end of June, but this was not fully completed. A fresh claim form was then sent to you at the end of July and returned by you on 5 August. Global Claims says that the failure to make a decision on the claim since then is because you failed to respond to requests to provide details of the circumstances of the theft, evidence that you cancelled the credit card and receipts for the purchases of items stolen. No decision on the claim will be made until that information is received. Columbus apologises if the fault for the wrong form being initially despatched lies with its representative.
Q. Our voluntary organisation paid into our Santander bank account two cheques for £50 on 31 May and 1 June. These credits have not appeared on our account. HB, Norfolk.
A. The cheques were paid in via a Post Office branch, but did not clear into your account. Santander asked you for further information to trace the missing payments, but one of the payees provided you with incorrect information – causing further delay. As you did all you could to resolve the matter, Santander has credited your group's account with the £100, plus an extra £30 in recognition of the inconvenience.
Q. I have a fault with my Xerox computer monitor, which is covered by a three-year warranty. I am finding it impossible to contact Xerox. In July I emailed the address on my warranty, but the email was not delivered. I went on to the related website, but this was down. I then tried emailing and phoning Xerox, but got nowhere. I contacted the retailer that I bought the monitor from, but he was unable to make contact with anyone who could resolve the problem. I sent a recorded delivery letter to Xerox, demanding the matter be sorted out in 14 days – but the time has elapsed without reply. After that, I phoned Xerox and spoke to someone who promised to sort it out, but he has not come back to me. RN, Exeter.
A. The monitor you bought was not manufactured by Xerox, but by a third party approved by Xerox to use its name. Unfortunately, that company has ceased trading. Xerox says that despite the authorised use of its name, it has no legal duty to honour the warranty. As the manufacturer is no longer trading, and as there are no relevant spare parts held by Xerox, it is not possible to repair the monitor. As a gesture of goodwill, a new 22-inch AOC monitor will be supplied to you. This is not as expensive as your original monitor, but given that there is no company now trading that has a legal responsibility to replace or repair your existing unit, this seems as good an offer as you can obtain.
* On 10 September, Questions of Cash answered a reader's question regarding permanent interest bearing shares issued by the former Bristol & West Building Society, which was bought by the Bank of Ireland in 1997. The reader's wife's shares were treated as bonds and the bank offered to buy them back for between £160 and £200 per £1,000 of the original price. The Bank of Ireland has asked us to make clear that between the time the column was written and when it was published the bank issued a new offer to buy-back the investments. Under the new offer, holders were offered £40.20 per £100 invested – representing a purchase price of £35, plus accrued unpaid interest of £5.20. That offer, like the previous rescinded offer, was strongly resisted by many investors and has now expired.
Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@ independent.co.uk.
Independent Partners; request a free guide on NISAs from Hargreaves Lansdown
Questions of Cash: Bupa costs bore no relation to what I'd been quoted
Problem gambling: Amid heavy advertising and a surge in remote sports betting, more and more 16 to 24-year-olds are now seen as 'at risk'
The HiFX guide to managing corporate foreign exchange and international payments
Plans to tackle fuel poverty are slammed by campaigners
Bank-beating exchange rates on your international payments
- 1 Woman and two children killed by mob in riots over 'blasphemous' Facebook post in Pakistan
- 2 Christians: The world's most persecuted people
- 3 The secret report that helps Israel hide facts
- 4 Danish TV reporter is all business up top, all party down below
- 5 Ross Burden dead: MasterChef and Ready Steady Cook star dies at age 45
The secret report that helps Israel hide facts
A day in the life of Vladimir Putin: The dictator in his labyrinth
Woman and two children killed by mob in riots over 'blasphemous' Facebook post in Pakistan
A new Russian revolution: The cracks are starting to appear in Putin’s Kremlin power bloc
Were 'Poor Doors' added to mixed developments so wealthy residents don't have to go in alongside social housing tenants?
Arizona execution lasts two hours as killer Joseph Wood left 'snorting and gasping' for air
- < Previous
- Next >
iJobs Money & Business
£25000 per annum + OTE £40,000: SThree: Orgtel are seeking Graduate Trainee Re...
£45000 per annum + Benefits: Ashdown Group: ** HR Business Partner - Senior H...
£28000 - £32000 per annum + Benefits: Ashdown Group: PA / Team Secretary - Mat...
£30000 - £34000 Per Annum 25 days holiday, Private healthcare: Clearwater Peop...
Day In a Page
A two-bedroom flat in a beautiful old vicarage, with many original features, close to the city centre
A three-bedroom 16th-century home with an aga kitchen, private gardens and heated outdoor pool, in Hadleigh
A three-bedrom home in sought-after Queen's Gate Mews, with Italian marble-finished bathrooms
Surrounded by glorious countryside in the village of Udimore, sits this impressive four-kiln oast and barn conversion
A five-bedroom house in the picturesque village of Kettlewell, north Yorkshire
An 18th-century former coaching inn with original staircase, open fireplaces and beams throughout
A Grade II-listed Georgian town house with three bedrooms and a south-facing courtyard, near Arundel Castle
Feel on top of the world at this über chic penthouse on the 37th floor of one of Europe’s tallest blocks.
A Grade II-listed Victorian villa with six bedrooms and two further cottages, all with spectacular sea views
A grade II-listed, Georgian cottage with mature 50ft garden, perfect for summer entertaining
A magnificent Georgian pile with turrets, seven bedrooms, a heated pool and four acres of gardens
Fairoak Farm has five bedroom suites, gym, outdoor swimming pool and golf course
Chic two-bedroom river-fronted flat with a private lift that delivers you directly to your home
A spectacular seven-bedroom Tudor pile, once owned by Henry VIII, with 18 acres of land
A seven-bedroom Georgian property previously used as a picturesque wedding venue
A split-level flat in a church conversion with two en suite bedrooms and 1,200sq ft of living space
A three-bedroom bungalow situated behind an impressive stone wall, £645,000
Windsor Castle overlooks this three-bedroom Victorian cottage located on one of Windsor's smartest roads
Chapel House is a former vicarage with nine bedrooms in the beautiful Upper Wye Valley
A five-bedroom B&B and separate owner's accomodation with potential for conversion
Enjoy summer by the Thames in this two double-bedroom converted warehouse in Rotherhithe village
A one-bedroom, luxury apartment with private gym and concierge service in Moorgate
A four-bedroom house in Hermitage Gardens with three reception rooms and landscaped gardens
A seven-bedroom Grade II-listed property with a separate self-contained apartment
A five-bedroom Victorian house with three reception rooms and galleried landing, £695,000
A six-bedroom farmhouse with five acres of land in a former cloth-making village
A secluded seven-bedroom detached house with large private garden, £490,000
A three-bedroom cottage overlooking Sarratt village green with open fires and solid oak floors
A three-bedroom maisonette flat in a Grade I-listed, Georgian townhouse in a sought-after location
A one-bedroom apartment located within a private gated development, north of Turnham Green
Look forward to a brighter future at two-bedroom Sunny Cottages, ideal for Londoners looking to downsize
A three-bedroom red-brick cottage with outbuildings and pretty gardens, £200,000
This three-bedroom flat within a former textile factory spans the corner of the fourth floor and has a balcony
A charming four-bedroom Oxfordshire cottage with oak floors and chunky-beamed ceilings, £465,000
A beautiful one-bed flat in a sought-after portered block, with access to Norland Square communal gardens
A one-bedroom flat within a Sixties school conversion with high-spec design and open-plan kitchen, close to Lambeth North Tube, £435,000
A 17th century four-bedroom house, with open fireplaces, cellar and pool, £600,000