How do I reset my password?
You can reset your password by calling us on 0845 366 0047, 24 hours a day, 7 days a week.
For security purposes, we'll ask you a series of questions which may be about your personal details, your Egg products or recent activity on your accounts.
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How do I make a complaint?
You can call us, write to us or send us a secure message to register a complaint. You can see further details of how to do this and what our processes are in our
complaints section.
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What happened to my Egg credit card?
Egg Card and Egg Money accounts have now transferred to Barclaycard. From now on you will need to view and manage your accounts through mybarclaycard online servicing.
Please go to barclaycard.co.uk/egg for more information.
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What happened to my Egg Loan?
On 11 July 2011 the ownership of your Egg Loan was transferred to another provider and you will have received a welcome letter from them to confirm this. If you have any questions about your loan account from 11 July 2011, please get in touch with the provider detailed on your welcome letter and they will be pleased to help you.
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How can I get a tax statement for my Egg Savings Account?
Your tax statement will be made available online within the secure area of our website each year, on or around 7 April.
You may want to print a copy of this for your records or use the information on it in support of your annual tax return. Alternatively, you can request a paper copy of this to be sent to you by post. To do this, you can send us a
secure message.
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How do I close my Egg Savings Account?
You only need £1 in your account to keep it open, so why not keep it ticking over, even if it's just for use in the future?
If you still want to close your account you can withdraw your full balance at any time and ask us to close it by
secure message telling us the following:
- The name or the account number of the account you want to close (if you have more than one you don't want us to close the wrong one).
- The sort code and the account number of the account you want to transfer your money to (even if your account is at zero there may be some interest to be applied).
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How do I make a transfer from my Egg Savings Account?
You can pay money out of your Egg Savings Account using one of the following methods:
1. Faster Payments (electronic transfer)
To make a transfer from your Egg Savings Account:
- Log in to 'your accounts' and select the 'Move money' tab from the top of the page. From there, choose the 'Transfer money from an Egg Savings or an Egg ISA account' option and then follow the on-screen instructions.
- If the account you want to pay into isn't in your stored accounts, you can select 'add' and save the account details there.
Please note, as an added security measure we use payment verification to protect your account. This involves using text messages to verify online transfer requests to external accounts you haven't transferred money to before, so you'll need to have a valid mobile number registered with us.
To avoid any delays, we strongly recommend you check and, if needed, update your mobile number at least 48 hours before requesting an online transfer to an external account you haven't transferred money to before. To do this log in to 'your accounts' and select the 'Personal details' tab at the top of the page. If your mobile number is not up-to-date and you need to urgently transfer money to an external account you haven't transferred money to before, please call us on 0845 122 9216 to request your transfer over the phone.
If we receive your request before 6pm on a business day, the payment will arrive by the end of the next business day, otherwise it will take up to 2 business days to clear. If you request an online transfer to an external account you haven't transferred money to before, this timescale is subject to you having a valid mobile number registered with us and starts when you've successfully completed our online payment verification checks.
There is no charge for a Faster Payments transfer.
2. CHAPS - (same day transfer)
- To arrange a CHAPS transfer, call us on 08451 233 233 making sure you have all your external account details to hand (we don't accept requests sent by fax).
- If you request a CHAPS transfer before 2pm on a business day, the payment will be received that day. Otherwise it will be received on the next business day.
- There is a £25 charge for CHAPS payments from Egg Savings Accounts and this will be deducted from your account when we process your transfer.
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I've received a text message telling me I've updated my mobile, fax or home number but I haven't done this - what should I do?
If you receive any of the below text messages from us unexpectedly when you haven't updated your number, you must contact us straight away on the dedicated fraud prevention number in the text message.
The date and time we've used below are just examples.
From: Egg
The mobile number we have on record for you at Egg was updated at 14:50 on 20/10/2010. If you didn't request this update, call Egg now on 08451 229 211.
From: Egg
The home phone number we have on record for you at Egg was updated at 14:50 on 20/10/2010. If you didn't request this update, call Egg now on 08451 229 211.
From: Egg
The work phone number we have on record for you at Egg was updated at 14:50 on 20/10/2010. If you didn't request this update, call Egg now on 08451 229 211.
It's very important you contact us straight away as an unexpected message of this type could indicate your login details may have been compromised and someone else may be attempting to fraudulently transfer money from your account. Please make sure you call us instead of sending a secure message.
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I've received an email telling me I've updated my mobile, fax or home number but I haven't done this - what should I do?
If you receive any of the below emails from Egg when you haven't updated your number, you must contact us straight away on the dedicated fraud prevention number in the email.
The date and time we've used below are just examples.
Subject: Important message from Egg
The home phone number we have on record for you at Egg was updated at 14:50 on 20/10/2010. If you didn't request this update, call Egg immediately on 08451 229 211.
Subject: Important message from Egg
The work phone number we have on record for you at Egg was updated at 14:50 on 20/10/2010. If you didn't request this update, call Egg immediately on 08451 229 211.
Subject: Important message from Egg
The work mobile number we have on record for you at Egg was updated at 14:50 on 20/10/2010. If you didn't request this update, call Egg immediately on 08451 229 211.
It's very important you contact us straight away as an unexpected email of this type could indicate your log in details may have been compromised and someone else may be attempting to fraudulently transfer money from your account. Please make sure you call us instead of sending a secure message.
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I've received a text message telling me I requested a code but I haven't done this - what should I do?
If you receive the below text message from us unexpectedly when you haven't requested a code, you must contact us straight away on the dedicated fraud prevention number in the text message.
The code, last four digits of the external account, and the date and time we've used below are just examples.
From: Egg
Enter code 54620 for your savings transfer to external account ending 3806. If you didn't request this code at 14:50 on 20/10/10, call Egg now on 08451 229211.
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How do I pay into my Egg Savings Account?
There are several ways to move money in and out of your Egg Savings Account, these include.
- Debit card
- BACS payment (Bankers' Automated Clearing Services) - electronic transfer.
- CHAPS payment (Clearing House Automated Payment System) - same day electronic transfer.
- Direct Debit.
- Cheque.
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When is my interest paid?
Subject to the terms of the special conditions of your account, you can choose to have your interest paid either:
- Annually on the anniversary of the date the account was opened
- Monthly on the day of the month which corresponds to the date the account was opened. So if you opened your account on 2 October, your interest will be paid on the second day of every month.
With the Egg Savings Account (internet) introductory rate offer, interest earned during the first 12 months from the date the account is opened will be paid at the end of the twelve month period.
In both cases, if the interest payment date doesn't fall on a business day interest will be paid on the next business day.
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How do I transfer my ISA to Egg or from Egg to another provider?
You can't transfer from another provider to Egg but you can transfer your cash ISA with Egg to another ISA provider. You should ask your new provider to write to us at: Egg Monetary Team, Egg, Riverside Road, Pride Park, Derby DE99 3GG to request this.
The payment timescales referred to above are subject to satisfactory completion of all fraud and crime prevention checks.
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