All other customers can reset their 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.

BACK TO TOP

I have money worries - what can I do?  We have 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 Sort your money out section.

There are some good ideas for sorting 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.

BACK TO TOP

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.

BACK TO TOP

If I want to close my Egg Card, what do I do?  You 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'll then action the closure for you and send you a secure message to let you know when the process is complete.

Please note that the Egg Card is designed to only receive payments up to the current balance. We understand that, to close the credit card and cover interest and charges that have not yet been applied to your account, you may need to make a payment that is greater than your current balance. If that's the case then please call us on 08451 233 233 and we'll be able to take the payment for you.

Our opening hours are:

Monday to Friday: 8am - 8pm
Saturday: 9am - 3pm

If you're unsure about the amount of interest that may yet be applied, check your most recent statement. This will show you your estimated interest charge for the next statement. Further information on interest and charges can then be found by selecting 'statement information' at the bottom of your statement.

Please don't cancel your Direct Debit until we have confirmed your account has been closed successfully.

Also ensure you cancel any 'continuous authority' payments with the relevant merchant directly. A continuous authority payment (or 'recurring transaction') will be taken if you have signed a mandate letting a supplier of goods or services debit your account on a regular or irregular basis. Often, magazine subscriptions, digital TV, mobile phone bills and credit reports are paid by this method. Egg Emergency Cover is provided by Card Protection Plan Limited (CPP) and is a continuous authority - to cancel your payment you will need to phone CPP yourself on 0844 848 4266 as we cannot undertake this for you.

If you've registered for the Egg Cash Back Store then please be aware that this will revert to a standard Quidco account. This means you may now be required to pay the annual fee usually charged by Quidco.

BACK TO TOP

How do I make a payment to my Egg Card?  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 debit card payment to an Egg account' option. And then, simply follow the on-screen instructions.

As part of your Credit Card Agreement with Egg you must have a Direct Debit set up to make your Egg Card repayments. When your account is opened this is automatically set to take the minimum payment each month, but you can change this (to take the full payment or a specific amount) online.

BACK TO TOP

What is my interest rate?  You can see your current interest rate for balance transfers and purchases on your recent transactions page 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).

BACK TO TOP

How do I reset my Direct Debit?  As part of your Credit Card Agreement with Egg you must have a Direct Debit set up to make your Egg Card repayments.

If you or your bank cancelled this you can reset it 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 business days before that date.

BACK TO TOP

What do I do if there is a transaction on my account I have a problem with? 

I don't recognise the retailer

• Have you tried using an online search engine to see if you can find out any more details about the merchant or retailer?
• Is there a telephone number on your statement and if so, have you tried calling it?
• Is there a website address on your statement you could try?
• If you have an additional cardholder, have you spoken to them to see if the transaction is something they recognise?
• If you've tried all the above and still don't recognise the retailer please call us on 08451 233 233.

• Please get in touch with the retailer directly to find out what the charge is for. If you're struggling to contact the retailer please go to the 'I don't recognise the retailer' section for further tips on what to do next.
• Could the transaction be a subscription or renewal of a previous transaction? Please be aware retailers often offer products on a free trial basis that will turn into a regular payment or subscription if you don't cancel with them directly. If you think this might be the case please contact the retailer directly to cancel the subscription and talk about the possibility of a refund.
• Have you given the retailer your card details for security reasons e.g. a hotel booking or car rental agreement? If so, it's possible you've been charged for damages or a 'no show'. Please get in touch with the retailer directly to ask for further details.
• Have you recently given your card details to someone over the phone or typed them into a website online? If so, a retailer might have processed a payment under a slightly different name to what you expected. Please look through the history on your phone or computer to find out if this is the case.
• If you have an additional cardholder, have you spoken to them to see if the transaction is something they recognise?
• If you still don't recognise the transaction please complete the 'disputes form' giving as many details as possible.

• Have you got in touch with the retailer to try and resolve the disputed transaction? Many disputes can be resolved quickly and easily by getting in touch with the retailer directly. If you haven't been able to resolve the matter with the merchant please follow the process below.
• If you want us to dispute a transaction, please complete the 'dispute declaration form'. Simply fill in the answers to the questions and attach any documentation requested. Finish the form by signing it, making sure any additional cardholders have also signed, and then return it to us using the address provided. Once we have your form your claim should be completed within 10 business days unless we require further information.

• Once we receive the completed form from you we'll review your dispute to see if we can recover the funds from the retailer. If we need further information or if we're unable to resolve the disputed transaction we'll contact you directly.
• If we can help you using the information you've provided we'll send you a letter to confirm what we're going to do.

• Once we receive your form your claim should be completed within 10 business days.

• The retailer has the right to appeal a dispute. If this happens we'll get in touch with you directly to discuss the next steps.

• Once you give your card details to a retailer you're giving them authorisation to use them. Once a transaction has been authorised by you we're unable to cancel or automatically reverse the charge on your behalf. This can only be done by the merchant.

• As a general rule, we need to receive the form within 60 days of the date of the transaction in order to dispute the transaction under MasterCard^® or Visa card scheme rules. This does not affect other consumer rights.
• If your transaction falls outside this time please still complete the form but make sure you give us as much detail as possible. We'll do our very best to help resolve it for you.
• Please be aware the timescales for a legal claim (under s75 of the Consumer Credit Act) is six years.

• Please send us a secure message and we'll cancel your dispute for you.

• It might be that we haven't received your claim form. As a precaution please resubmit a form. Please note we won't duplicate your dispute if we get your form twice.

If you are at all suspicious that this call might not be from Egg, then send us a secure message.

BACK TO TOP

How do I request a payment break?  If you applied for your loan before 19 September 2007, you can take up to three monthly payment breaks in any 12 month period. To qualify for this you need to have made your last three payments, in full and on time, and your account must be up to date. To arrange a payment break please phone our Lending Team on 08456 000 291.

BACK TO TOP

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 online by logging in to 'your accounts' and selecting 'view' next to your loan account. Then select 'Your settlement figure' on the left side of your loan details page.

BACK TO TOP

I have money worries - what can I do?  We have 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 Sort your money out section.

There are some good ideas for sorting 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.

BACK TO TOP

How do I change my Direct Debit date?  If you want to change your payment date please give us a call on 08456 000 291.

BACK TO TOP

How do I change the account I pay my Egg Loan from?  You can log in to your account online to change the bank your Direct Debit is paid from. Simply log in and click on 'Your Direct Debit' and follow the simple on-screen instructions.

BACK TO TOP

Can I reschedule my Egg Loan to pay it off quicker?  Yes. You can increase your loan repayments online by logging into 'your accounts' and selecting your loan. Choose 'change monthly payment' on the left hand menu and let us know how much you'd like to increase your payments by.

BACK TO TOP

How do I remove my loan repayment protection cover?  To cancel your loan repayment protection please send us a secure message.

BACK TO TOP

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.

BACK TO TOP

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).

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 '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 address book, you can select 'add' and save the account details there.

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.

• Debit card
• BACS payment (Bankers' Automated Clearing Services) - electronic transfer.
• CHAPS payment (Clearing House Automated Payment System) - same day electronic transfer.
• Direct Debit.
• Cheque.

• 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.