Cashplus credit card

[MIKE770]

Well DSAR requested, had to get ICO involved eventually they sent E-Mail i.e. 7 Zip attachment and instructions to down load 7 Zip file, tried it all and will not down load, informed Cashplus and no response., contacted ICO & still awaiting response from either, 4 months now this has been going on,

Also asked Cashplus what Interest rate was used on the credit card, their operator never heard of interest rate credit card only a card with £15.00 per month (now £17.00 per month) ? usage charge, and very low credit limit of £250, a card so called under review to help bad credit situation. been paying the £15.00 for years and rarely used it, they refused to increases per original advert, and refuse to state any interest rate used, seem to me to be Damage Limitation Exercise and ignoring hoping I go away, still awaiting the truth.

A E-Mail back along regarding complaint was that the card in question was dropped years ago so operators will not know about it???/ 2011 taken out?? & still no indication of any interest rate etc

[MIKE770]

The ICO’s role

Part of our role is to consider complaints from individuals who believe there has been an infringement of their data protection rights.

The law says we must investigate data protection complaints to an appropriate extent. We will put most of our effort into dealing with matters we think give us the best opportunity to make a significant difference to an organisation’s information rights practices.

Depending on the circumstances, we will decide whether or not to take action against the organisation and what form our action will take. We do this by taking an overview of all concerns that are raised about that organisation with a view to improving their compliance with the data protection framework. Our decision will not affect your ability to enforce your rights through the courts.

Our view

You complained that Cashplus did not responded to your subject access request or further emails of complaint.

I have now received a response from Cashplus regarding this matter and they have explained that you request was sent to a ‘do not reply’ email address that is not monitored.

I have considered the information available in relation to this complaint and I am of the view that Cashplus have not complied with their data protection obligations. This is because Cashplus failed to respond to your request within the required time frame.

Whilst I appreciate you were informed in a bounce back email that the account is not monitored I am of the view that Cashplus have received your request and they should have a process in place to ensure that these request are identified.

I have now contacted Cashplus with our decision and advised them to ensure they inform individuals in the bounce back email of how to make a request and the appropriate contact details to use.

I have also advised that they keep a regular check on this folder for any future requests that maybe be directed to this folder.

I understand that a response has now been provided to your request. However you are having trouble opening the Zip file.

I have therefore asked Cashplus to liaise with you to ensure the information is accessible.

We keep a record of all the complaints raised with us about the way organisations process personal information. The information we gather from complaints may form the basis for action in the future where appropriate. Thank you for bringing this matter to our attention.

Right to judicial remedy and compensation [GDPR Articles 79 & 82]

Individuals have the right to take proceedings to court if they believe their information rights have been infringed. This means that if a court is satisfied that the individual’s rights have been infringed it may order the controller or processor in question to take steps to comply with its Data protection obligations. Individuals who have suffered material or non-material damage (such as distress) as a result of an infringement may also be able to receive compensation from the controller or processor.

Please be advised that this is not a process with which the Information Commissioner’s Office is able to assist and we recommend that you seek independent legal advice if you wish to pursue this course of action.

Yours sincerely

Francesca Blainey
Lead Case Officer
Information Commissioner’s Office
0330 414 6591

Feedback about our service

If you are dissatisfied with the way your case has been handled, you can ask to have it reviewed. Please note that we do not usually accept a request for a case review more than three months after the closure of a case. For more information please refer to our website https://ico.org.uk/concerns/complain...ents-about-us/


For information about what we do with personal data see our privacy notice at www.ico.org.uk/privacy-notice



Bounced back E-Mail ? not the truth

[Amethyst]

You've been paying £15 a month for a credit card you don't use for years? Does it even show on your credit file ?(as presumably that was the purpose of it) - this https://www.cashplus.com/credit-card ?

At least the ICO are on your side in trying to get you the SAR info. What's the plan once you've got it?

How you trying to open the zip file? WinZip ?

[MIKE770]

You've been paying £15 a month for a credit card you don't use for years? Does it even show on your credit file ?(as presumably that was the purpose of it) - this https://www.cashplus.com/credit-card ? No a flat £15.00 per month fee!

At least the ICO are on your side in trying to get you the SAR info. What's the plan once you've got it?

How you trying to open the zip file? WinZip ?

tried 7 zip as per their information also tried others to no avail, so await the next step from Cashplus, also as stated I have on numerous occasions asked for the interest rate they use in asserting the £15.00 monthly usage charge?? been going around in circles for a few years, trouble dealing with other financial problems of others and finally got down to this one ,

[MIKE770]

Complaints Complaints@cashplus.com via apsgrp.onmicrosoft.com	Mon 19 Mar, 12:45
to me

Dear Customer,

We’re sorry that you have a complaint regarding your Cashplus Account.

We will complete our investigation as soon as possible and we will contact you shortly.

Please note that any complaints received on a weekend or bank holiday will not be reviewed until the next business day.

If your email is about anything other than a complaint or you need to speak to someone urgently, please contact us 0330 024 09 24◊ Monday to Friday 8am-8pm and Saturday 9am-4pm and we will be happy to discuss this with you and resolve the issue.

◊ Calls to 03 numbers cost no more than a national rate call to a 01 or 02 number and will count towards inclusive minutes in the same way as 01 and 02 calls. Calls may be recorded.

Kind regards,

Cashplus Customer Services

even earlier this complaint

[Amethyst]

Do you have a balance on the card?

[MIKE770]

No I paid it off after the nonsense of the operator arguing with me about rates and telling me I did not have a credit card & eventually stated did not know they existed?

I also happened to ask Capital one operator to try and pay into the account after explaining to them & asking if they ever came across from customers this problem with cash plus, they came back and said tried 3 times and Cashplus will not except money transfer from them.

[Amethyst]

Complaints Complaints@cashplus.com via apsgrp.onmicrosoft.com	Mon 19 Mar, 12:45
to me

Dear Customer,

We’re sorry that you have a complaint regarding your Cashplus Account.

We will complete our investigation as soon as possible and we will contact you shortly.

Please note that any complaints received on a weekend or bank holiday will not be reviewed until the next business day.

If your email is about anything other than a complaint or you need to speak to someone urgently, please contact us 0330 024 09 24◊ Monday to Friday 8am-8pm and Saturday 9am-4pm and we will be happy to discuss this with you and resolve the issue.

◊ Calls to 03 numbers cost no more than a national rate call to a 01 or 02 number and will count towards inclusive minutes in the same way as 01 and 02 calls. Calls may be recorded.

Kind regards,

Cashplus Customer Services

even earlier this complaint

Was that complaint about the SAR or something else ( the interest rate/monthly charge etc ? ) -- normal complaint rules apply, they have to respond within 8 weeks or you can go to FOS.

[MIKE770]

Sent: 24 Apri
To: Complaints <Complaints@cashplus.com>
Subject: Re: Response to your message
Under procedures rules a written response within 60 days applies from date of original complaint.

for your attention phone calls already made to no avail add up to £4.80

On 23 April 2018 at 18:31, Complaints <Complaints@cashplus.com> wrote:

Please contact us on the number below and we will be able to close the account.

Kind Regards
Customer Service / Complaints


From:
Sent: 23 April 2018 17:20
To: Complaints <Complaints@cashplus.com>
Subject: Re: Response to your message FORMAL COMPLAINT time is running out to original complaint
On 23 April 2018 at 11:30, Complaints <Complaints@cashplus.com> wrote:

Thank you for contacting Cashplus.

Unfortunately, we wouldn’t be able to assist you with your enquiry from this mailbox; please contact us on 0330 024 09 24◊ Monday to Friday 8am-8pm and Saturday 9am-4pm and we will be able to close the account.

◊ Calls to 03 numbers cost no more than a national rate call to a 01 or 02 number and will count towards inclusive minutes in the same way as 01 and 02 calls. Calls may be recorded.

Kind Regards

Customer Service / Complaints


From
Sent: 21 April 2018 14:28
To: Complaints <Complaints@cashplus.com>
Subject: Re: Automatic reply: Response to your message
Thankyou I have now seen evidence the ,matter resolved so please now close this account!

xxxx xxxxx

On 21 April 2018 at 05:32, Complaints <Complaints@cashplus.com> wrote:

Dear Customer,
We’re sorry that you have a complaint regarding your Cashplus Account.
We will complete our investigation as soon as possible and we will contact you shortly.
Please note that any complaints received on a weekend or bank holiday will not be reviewed until the next business day.
If your email is about anything other than a complaint or you need to speak to someone urgently, please contact us 0330 024 09 24◊ Monday to Friday 8am-8pm and Saturday 9am-4pm and we will be happy to discuss this with you and resolve the issue.
◊ Calls to 03 numbers cost no more than a national rate call to a 01 or 02 number and will count towards inclusive minutes in the same way as 01 and 02 calls. Calls may be recorded.
Kind regards,
Cashplus Customer Services

---------- Forwarded message ----------
From:
To: Complaints <Complaints@cashplus.com>
Cc:
Bcc:
Date: Mon, 21 May 2018 06:25:36 +0000
Subject: Re: Automatic reply: CARD ISSUED AND ACTIVATED AND THEN REJECTED TRANSACTIONS 60 Day notice for a Final Response (In Writing) as per ICO Guidelines has now passed, a formal complaint to the ICO office being prepared to include all complaints to your office by Telecom/E-Mails. :-

A further 7 days will be allowed for you to respond to complaints before Final notice will be sent to the ICO.


NOTE:- card issued was the fact operator suggested that as capital one tried and it would not credit account they will send a new card to activate to use and see if that worked?? OK tried = no proper function of card so paid up and cut card up.


On 20 April 2

Still outstanding.
CC info office
Thanks

On Mar 23,wrote:

Trying to close account also
On 19 March 2018 at 12:45, Complaints <Complaints@cashplus.com> wrote:

Dear Customer,
We’re sorry that you have a complaint regarding your Cashplus Account.
We will complete our investigation as soon as possible and we will contact you shortly.
Please note that any complaints received on a weekend or bank holiday will not be reviewed until the next business day.
If your email is about anything other than a complaint or you need to speak to someone urgently, please contact us 0330 024 09 24◊ Monday to Friday 8am-8pm and Saturday 9am-4pm and we will be happy to discuss this with you and resolve the issue.
◊ Calls to 03 numbers cost no more than a national rate call to a 01 or 02 number and will count towards inclusive minutes in the same way as 01 and 02 calls. Calls may be recorded.
Kind regards,
Cashplus Customer Services


Original complaint was I was trying to close the account and they would not action, also kept asking for an interest rate for the so called credit card which was a basic monthly charge? later came the DSAR request May 25th the complaint I mentioned was i.e.:- as solved was actual closing the account after chasing them, but out standing was the interest rate request?

[MIKE770]

The DSAR should show up any interest rate or whatever hence DSAR request to them or info before proceeding

[2222]

It's strange that you are having trouble with 7-Zip. I use it all the time without any problems. Also, windows has zip file functionality built in. Are you using windows, and which version?

Do you have a friend who could extract the contents from the zip file and send it to you? I'll do it if you like, but you would be wise not to trust a stranger on the internet.

Why not just go to FOS?

[MIKE770]

10 In have tried them all FOS complaint original closure of account settled eventually, as far as Rates go ongoing before actual complaint (gathering all evidence of request)

as far as somebody else extracting file no way Cashplus have to come up with means to view, i......e. Royal Mail or other means

[meellis]

I am wondering what cashplus this is. I have a cashplus gold card which I recommended to a few people because it has been a godsend to me. I thought Cashplus only did pre paid cards under the mastercard system. They do a credit builder where they lend you a small sum which you don't use and then pay back a small amount each month to rebuild credit they also do small overdrafts which is maybe where the £250 limit applies. I have had mine for the past 8 years since bankruptcy and, even though it isn't perfect, I haven't yet considered applying for a normal bank account yet. I think my monthly charge is £8 but I get to transfer money, set up DD and standing orders as per any bank the only problems now seem to be that the number of shops for re-loading seem to be diminishing and some ATM's don't work. I have never tried to get info off of them though so I don't know how difficult that is.

[MIKE770]

gold credit card their statement states credit card and fee £15 monthly