Carry on complaining

The usual festive frenzy was made twice as hectic this year by hosting a wedding reception for two friends a week before Christmas. So it's hardly surprising I forgot about my credit card bill.

I have used the same card for years and I have never before forgotten to make a payment. When the new bill arrived the other day it included a demand for an immediate payment of £5 (yes, a fiver) and a £25 missed-payment penalty charge.

This is not my idea of customer service and I phoned the card company's call centre to say so.

Their response? The penalty charge was out of all proportion to the outstanding balance, they said, and they scrapped it. I was told the computer was to blame because it automatically imposed the charge regardless of the outstanding amount or the customer's previous record of good behaviour.

Regardless of that feeble excuse, it pays to remember that card companies are all too aware how easy it is to switch to a new provider. They are not going to risk losing your business for the sake of £25.

So just say no to unfair charges, you know it makes sense.

- Simon Moon, This is Money

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