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: See how much you could save by switching credit cards. Compare now
- 1 Cameron's freebie to apartheid South Africa
- 2 Is this the scariest advert ever? Japanese tyre commercial comes with its own disclaimer and health warning
- 3 Sherlock series 3: Benedict Cumberbatch and Martin Freeman provide teasers for the biggest comeback in British television
- 4 A forgotten episode in Russian history leaves links with the Philippines
- 5 People will try to reduce Mandela to a lilting reggae tune about ‘love’. They will fail
- < Previous
- Next >
iJobs Money & Business
£80000 - £100000 per annum + benefits + bonus: Harrington Starr: Project Manag...
£50000 - £60000 per annum + benefits + bonus: Harrington Starr: Business Analy...
£30000 - £40000 per annum + Bonus and Benefits: Harrington Starr: A global Con...
£150 - £250 per day: Cornwallis Elt : iPhone Rollout- Blackberry Enginee...
Day In a Page
A three-bedroom Grade II-listed mews house with vaulted ceilings and roof garden
A spacious Grade II-listed family home with annexe and equestrian facilities among four acres of land in Itchingfield
A four-bedroom home with exposed brick walls and open fires in the picturesque village of Northill
A Grade II-listed property with five bedrooms and unique tower, overlooking Hastings Old Town
A charming five-bedroom detached family home, set within half an acre in Kew
A two-bedroom maisonette set on the top two floors of a period building, close to Kentish Town Tube.
Take advantage of the extra space provided by former stables and outbuildings at this five-bedroom farmhouse.
This three-bedroom Victorian terrace is near to Queen’s Road Peckham station, Nunhead station.
A five-bedroom modern house with terrace, swimming pool, Zen treehouse and large carp pond
An unexpected gem with four bedrooms, remarkable vaulted reception and a galleried study area
A five-bedroom house in one of Lymington's most sought after tree lined avenues, moments from the marinas and sailing clubs
A grand early 19th century B&B close to the historic harbour, with four en suite bedrooms
A four-bedroom, 17th century home with walled gardens, a landscaped terrace, cellar and open fires
A six-bedroom house with five bathrooms and four reception rooms spread over 4,000sq ft of luxury living space
A stunning three double-bedroom apartment with two decked terraces in the exclusive gated community, Bromyard House
A 10-bedroom period, family home amid beautiful surroundings in the centre of the Wentworth Estate in Longcross village
A stylish three-bedroom apartment with two bathrooms and private landscaped garden, moments from Fitzroy Square
A Grade II-listed Elizabethan barn with landscaped gardens, exposed elm beams and four bedrooms, all with lovely views
A six-bedroom family home, dating back to 1280 with four reception rooms, barn, swimming pool and tennis courts in Harwell
A spacious two-bedroom flat, refurbished to a very high standard with private landscaped garden, close to Kentish Town station
An exceptional two-bedroom apartment with balcony and underground parking in the centre of Richmond
A one-bedroom, luxury, duplex apartment in the grand landmark building, Imperial Hall
Run a fabulous boutique shop, live above it in a one-bedroom flat and let a second one-bedroom flat that comes part and parcel
A Grade-II listed, thatched cottage in Hundleby village, with five bedrooms, a coach house and three and a half acres
A spacious two-bedroom flat in the heart of Hoxton Square with wooden floors and roof terrace
A five-bedroom family home with stunning pool and gym complex set among two acres of land
A six-bedroom period house with heated swimming pool and a separate two-bedroom annexe cottage in Townlake, £795,000
A spacious and contemporary two-bedroom flat arranged over three floors, with garden patio close to St George Square, £600,000
A one-bedroom flat in a beautiful Regency building opposite the beach in Kemp Town, £190,000
A two-bedroom flat with London skyline views close to Surrey Quays. £395,000.
A seven-storey tower with three bedrooms and a stunning roof terrace. Guide price: £850,000.
A 16-bedroom country pile with nine reception rooms, four self-contained flats and a 13th century Peel Tower. £850,000.
A classic six-bedroom Victorian Manse house 10 miles from Edinburgh. £495,000.
John Lennon's childhood home in Liverpool to be sold at auction. Guide price: £150,000-£250,000.
A six-bedroom detached period property with secluded gardens, ample parking and a double garage in Rye, £675,000.
A large split-level property with three double-bedrooms and roof terrace, close to Crouch End Broadway, £625,000.
A charming barn conversion in the picturesque Cotswold village of Ilmington with three bedrooms, a detached garage, workshop and beautifully manicured gardens £675,000.
A three-bedroom new build, ground-floor flat with two bathrooms, close to Bermondsey tube, £445,000.
A three-bedroom house in an enviable new development moments from Oxshott High Street, with secluded garden and decked area, £385,000
A two-bedroom split-level flat with stunning south-west facing roof terrace in the popular Brondesbury Conservation Area, £549,950.
A charming 16th century, three-bedroom detached house in Bidborough with picturesque garden