How do I reset my security?
If you have an Egg credit card (Egg Card or Egg Money) you can reset your password by selecting the 'forgotten your password?' link on the log in page.
Otherwise, you can reset your password by calling us on 0845 366 0047, 24 hours a day, 7 days a week. In both cases we will ask you for some details to confirm your identity, including details about your Egg accounts. Once complete you'll be able to log in to 'your accounts' straight away using your new security details.
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I have money worries - what can I do?
We've a whole section of our site dedicated to helping you. So whether you've missed a payment or are struggling and need some help, why not check out our '
Control your debts' section.
There are some good ideas for helping you sort out your money habits; useful links to websites where you can get free, independent advice; and what we can do to help you take control of your money.
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How do I close my Egg Card?
You just need to ensure your balance is paid in full and then send us a secure message to let us know you would like to close your account. We will then action the closure for you and send you a secure message to let you know when the process is complete.
* Please don't cancel your Direct Debit until we have confirmed your account has been closed successfully.
* Also, ensure you cancel any continuous authorities - such as regular payments or subscriptions with the retailer, directly.
* These can include Egg Emergency Cover (you must phone the insurance provider, CPP yourself on 0844 848 4266 we cannot do this for you) and other organisations such as The AA, Caravan Club, Sky TV and magazine subscriptions.
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How do I make a payment?
There are several ways to make a payment to your Egg Card. To make a payment online, log in to 'your accounts' and select the 'Move money' tab at the top of the page, followed by the 'Make a one-off payment' option. And then, simply follow the on-screen instructions.
Remember, as part of your Credit Agreement with Egg you must have to have a Direct Debit set up on your Egg Card. When your account was opened this was automatically set to take the 'minimum payment' but you can change this (to take the full payment or a specific amount) by selecting 'Your Direct Debit' in the Egg Card servicing navigation.
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What is my interest rate?
You can see your current interest rate for balance transfers and purchases on your online statement as well as in the 'about your Egg Card' section of 'Egg Card admin'. New customers can view the interest rate on their Credit Card Agreement (CCA).
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How do I reset my Direct Debit?
As part of your Credit Card Agreement with Egg you must have a Direct Debit set up on your Egg Card.
If you or your bank cancelled this you can reset it up online. Simply log in to 'your accounts' and then select 'view' next your Egg Card balance. On the next page you'll see a range of options on the left of the page - select 'Your Direct Debit' and then follow the on-screen instructions.
For a change to take effect by your next payment date it needs to be made at least ten working days before that date.
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What if I think there is a transaction I didn’t make?
First of all just check that this is not a 'continuous authority', regular payment or subscription you may have unknowingly agreed to.
Often magazine subscriptions, digital TV, mobile phone bills, credit reports and Egg Emergency cover (provided by CPP) are paid by this method. Unfortunately, we are unable to cancel these for you and you must tell the company which collects the payments from your Egg Card that you want to cancel them (especially if you want to close your Egg Card account) and you should give the company sufficient notice of your wish to cancel the payments and keep any proof of cancellation.
If there is an entry which seems to be wrong you should tell us as soon as possible within 60 days from the date of the statement. You can call us on 08451 233 233, or send us a secure message.
If we need to investigate a transaction, you should co-operate with us and if we need to involve them, the police. If after investigation we confirm that a transaction is unauthorised we will refund the disputed amount and interest charged unless you have acted fraudulently or without reasonable care.
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My card was declined - why?
As part of our fraud monitoring at Egg we may automatically put a hold on your account if we suspect a fraudulent transaction. Just give us a call on 08451 233 233 so we can check your account. If you're calling from overseas the telephone number is +44 1332 395 919.
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How do I make a balance transfer?
Just log in to 'your accounts' and select the 'Move money' tab. Then select the option to 'Make a balance transfer' and follow the simple on-screen instructions.
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I received an automated call from Egg - was it really you?
As part of our fraud monitoring at Egg we use an automated voice service to contact you if we think there has been suspicious activity on your account. We will only ever ask for your date of birth for security reasons and if we are unable to get through to you we'll leave a voice message asking you to call a special number.
If you are at all suspicious that this call might not be from Egg then please feel free to call us on 08451 233 233 instead.
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How do I ask for a payment break?
Phone our Lending Team on 08456 000 291 to discuss how we can help.
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How do I get a settlement figure so I can pay off my Egg Loan?
If you want to pay your loan off early you can view your up to date settlement figure by selecting 'Your settlement figure' on the left hand side of 'Your loan details' page.
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I have money worries - what can I do?
We've a whole section of our site dedicated to helping you. So whether you've missed a payment or are struggling and need some help, why not check out our 'Control your debts' section. There are some good ideas for helping you sort out your money, including useful links to websites where you can get free, independent advice; and what we can do to help you take control of your money and
control your debts.
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How do I change my Direct Debit date?
If you want to change your payment date or the bank account we take your Direct Debit from, please give us a call on 08456 000 291.
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How do I change the account I pay my Egg Loan from?
If you want to change the bank account we take your Direct Debit from please give us a call on 08456 000 291.
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Can I reschedule my Egg Loan to pay it off quicker?
Please call our Lending Team on 08456 000 291 to discuss how you can change your monthly payments to pay your loan off earlier.
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How do I remove my loan repayment protection cover?
If you need to talk to someone about your policy, including cancellation, please call 08451 233 233.
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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 or call us on 08451 233 233.
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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 withdrawal?
You can pay money out of your Egg Savings Account using one of the following methods:
1. BACS (electronic transfer)
To make a BACS withdrawal 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 'Make a one-off payment' option and input the amount you want to withdraw and follow the on-screen instructions.
- If the account you want to pay into isn't in your address book, you can select 'add' and save the account details there.
- There is no charge for a BACS transfer and it normally takes up to four working days to clear.
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).
- We can only transfer by CHAPS on the same day if you make the request to us before 2pm on a working day. Otherwise your transfer will be processed on the next working 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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How do I pay into my Egg Savings Account?
There are several ways to move money in to your Egg Savings Account, these include.
- By debit card
- BACS payment (Bankers' Automated Clearing Services)
- CHAPS payment (Clearing House Automated Payment System)
- Direct Debit
- Cheque
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When is my interest paid?
You can choose to have your interest paid either:
- Annually on the anniversary of the date the account was opened; or
- 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 2nd 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 working day interest will be paid on the next working 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.
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