late payment charges

[capricorn62]

A good friend of mine is having sleepless nights worrying about her store card letter. She had letter stating she was late in paying but realised she had not actually received any statement for last month. Went to the store & was given free telephone call to the bank which sent the letter. Unfortunately the person on other end was very hard to understand & my friend was not able to explain her problem. On that visit to the store she did pay the new statement in full including the £12 fee for late payment. Since then 3 days later she received yet another letter with another late payment fee of £5, (dated 5 days earlier). I believe she should be able to get refund but when your 75 years old its not easy. I have offered to ring bank but the call will cost more than the fee by the time I get through!
Help.

[cathfromsaron]

she should ask to speak to a supervisor at the store!

and she should try to pay by variable direct in future! x

[boxtops]

Capricorn, I was charged £12 for late payment on a December statement which I never received (and on which I didn't realise I still owed a tiny amount). I rang them and they said that as long as I paid today (which I did) they are refunding the £12.

The call shouldn't cost much, most have 0845 or 0800 numbers, but I can tell you now that they will only speak to you if the lady is there beside you, and if you can put her on the phone to confirm to them that you have her permission (and they will probably ask her a few identity questions to make sure that she is who she says she is, that's quite normal). Some of them will be working over the weekend. It's worth a try.

[capricorn62]

Thanks for your help, may go into store 2moro with her.

[boxtops]

capricorn, the store may not be able to do much though - storecards are operated through finance arms of the stores, not through the shops division. There will be a contact number for the people operating the storecard, on the letter or on the back of her statement. Just as easy to do it from home in private, than standing in public in a shop.