h2g2 The Hitchhiker's Guide to the Galaxy: Earth Edition

I got in the local paper

They've offered me £50. Better than nothing I suppose, and more than I expected. I'll post the entire letter they sent me here when I've typed it up.

Here is the letter they sent me:

"Thank you for your recent letter to Egg regarding the fraudulent activity, non-receipt of paper statements and the personal details we hold for you on our database. Please accept my sincere apologies for the inconventience this matter has caused you.

I have investigated and discussed this matter further and would like to confirm the following:

Towards the end of June 2002 you experienced difficulties with your Egg Card and called for a replacement card. This card would not need activating, as the original card number had not been changed. It is only when a card is reported lost or stolen that we would issue a new card number which would therefore require activation.

When you were aware that your card had been compromised you contacted us accordingly on 8 July 2002 and a new card was generated on 9 July 2002. Unfortunately due to human error Egg failed to update your new address and the card was incorrectly sent to your old address. Please be assured this was an isolated case and will be raised as a training issue. I can confirm your records are now correct.

Each time you call Egg or service your account online we use a seperate security system to the one used to generate a new card, so this is why your change of address had not previously been brought to our attention.

After you reported the card was compromised on 8 July 2002 our fraud department arranged the refund on 17 July 2002. Whilst I understand that anybody would want the money refunding immediately we do need time to make a thorough investigation and the money was refunded on 17 July 2002. Your current card was issued on 16 July 2002.

I am sorry that the requests you made for paper statements were never received. Please be assured I will be giving feedback to the relevant department regarding this.

I have noted your request for £561.80 compensation, which is the amount that was compromised on your card. Unfortunately I am unable to justify this request, as I feel Egg has resolved your complaint in a timely manner and you have incurred no financial loss as a result of this.

However I appreciate that the root cause of this problem lay with Egg and I understand how frustrating this matter has been for you especially during your holiday. I have also taken into account the time you have spent requesting paper statements and the overall worry and inconvenience this matter has caused you.

I will be happy to offer you £50.00 as a gesture of goodwill that I feel is fair and reasonable in view of the above. Please sign the enlosed slip and return in the envelope marked for my attention if you are happy to accept this. If I have received no response within 14 days I will consider this matter closed and credit the funds to your Egg Card account.

Once more please accepy my apologies for the inconvenience caused and do not hesitate to contact me if you have any further questions.

Yours sincerely"

I actually had the acceptance slip signed and in the envelope, but then I saw Abi's post 53 and decided to write back them instead.

Here is a copy of the letter I sent today:

"Thank you for your letter dated 15 August 2002 regarding the problems with my Egg Card account.

I feel quite insulted by the level of compensation you have offered me considering the stress and anguish I endured for almost two months from when I ordered my new card to when all of the problems were finally resolved.

I recently read on BBC News (http://news.bbc.co.uk/1/hi/england/2207773.stm) an article regarding another couple’s problem with their Egg account. Mr. and Mrs. Tudor opened an Egg saving account with just £100, three days later their account contained much more than their initial investment. Within a week the problem had been solved, and they have received £1034 in compensation. If you offer over one thousand pounds for a problem lasting just one week then if I were to extrapolate to my problem lasting almost two months, factoring in the number of letters, emails, and telephone calls I had to make compared to Mr. Tudor, and also the fact that they were given money rather than it being stolen, it would seem for me to expect compensation of an equivalent level would not be unreasonable.

I feel that your offer of £50 compensation should be increased substantially.

Thank you for your time, and I look forward to receiving your reply.


Yours sincerely,"

Apparently I have "exhusted Eggs internal complaints procedure" and they have referred me to the financial ombudsman.

Time for another letter then!

Doesn't anybody care anymore?? I thought people would be interested in hearing about problems with banks.....

Keep going Hooloovoo, we are behind you!

in view of these problems, does anyone think keeping money under that mattress was quite a good idea after all?




doea anyone else have problems keepong track of stuff in brunel? i need frames! i keep loosing things. i'm trying to give the new skin a fair and decent trial, but i can never find what i want. FRAMES!

FABT

Hiding??

Are you big enough for all of us to hide behind?

Only if you're all very small.

can we be behind you in the queue for any compensation that might be coming?

Well I think that £50 is a paltry amount for all the hassle you had to go through.

Hmmm, personally I suspect that the financial Ombudsman will reccommend that you accept the £50.

I reckon that other case highlighted will just be seen as a one off and they'll find in favour of Egg's offer.



Good luck with it though. Just my opinion above but that's what I suspect. If the case in the paper works as a precendent though then you're laughing

Yeah, I don't see that's any sort of help. It needs an extra 0.

Hooloovoo, do you know whether the Tudors had to go through the financial ombudsman or not? It might help your case to find out. Also I would check to see if going through this route would incur any further expenses on your part.

I think 50 quid is diddly squat for what you have been through. I would be spitting my dummy big time by now and sympathise greatly. I hope you get another letter soon with an decent offer and an apology for being so tight!

That other couple didn't exactly endure any hardship did they - how come the Beeb got to hear of it? Have you tried writing to Watchdog?

Stopping now as I am getting on your behalf!

Chin up old chap!

i think they should give you loads of money.

I don't know if the Tudors had to go through the ombudsman or not, and I'm not sure how I could find out. Egg refused to comment on that case, which is fair enough I guess.

According to the ombudsman leaflet they sent me with the letter, the service is free so shouldn't cost me anything.

Not sure how the beeb got to hear of it... I've tried writing to a few of the email addresses on the page with that story but haven't heard anything yet. Not tried Watchdog yet... worth a go, I'll get an email off to them.

I reckon Orcus is probably right though and they'll just recommend I accept the fifty quid.

but 50 quid and causing egg as much hassle as they caused you is better than just 50 quid

Just filled in the form on bbc.co.uk/watchdog

Good for you. I know it was my suggestion but I hate the programme myself - I think Nicky Campbell is a very rude and ignorant man. I think I was put off it when that woman Anne Robi ....no, I can't even bring myself to type her full name... started acting like God. It used to be informative and helpful but like all the other BBC consumer programmes has turned into "light entertainment" (eg So You Think You're a Good Driver - what the heck has happened to that prog??)

BUT...if it helps solve your case then so be it, just don't ask me to watch! I'll keep myself informed by this thread instead.

"That other couple didn't exactly endure any hardship did they - how come the Beeb got to hear of it? Have you tried writing to Watchdog?"

Seeing as it shows Egg in such a positive light, I'd imagine the sotry came from their publicity department.