Egg Card

For lost or stolen cards
Please let us know by calling 08451 233 233 immediately. If you are calling from overseas the telephone number is +44 1332 395 919.

If your card is declined
If you've had your card refused just call us on 08451 233 233 or if you are calling from overseas +44 1332 395 919 to confirm it is you spending on your card and not someone else.

We're always on the lookout for any suspicious activity or anything out of the ordinary on your accounts. Occasionally, as a security measure and to protect your card, we will place a temporary block on your card until we've contacted you to confirm any transactions that appear to be out of character compared to your normal spending pattern.

For disputed or fraudulent transactions
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.

Collections and missed payments
If you've missed a payment or gone over your limit and you can't make a payment now, it's really important you give us a call on 08456 000 296 and speak to a Collections Specialist as soon as possible. That way we might be able to prevent further action being taken on your account.

If you don't make your payments when they're due it can affect your credit rating and may mean extra charges to your account.

Egg Savings

To reset security
If you have an Egg credit card as well as an Egg Savings Account 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.

For missing payments
If you have made a payment to an account and cannot see it on your recent transactions within four days, please let us know by calling 08451 233 233 immediately. If you are calling from overseas the telephone number is +44 1332 395 919.

Egg Loans

To reset security
If you have an Egg credit card as well as an Egg Loan 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.

To 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.

To change your Direct Debit details
If you want to change your payment date please give us a call on 08456 000 291.

Alternatively you can do it online, log in to 'your accounts' and select the 'Move money' tab from the top of the page. Then choose the most relevant option and follow the simple on-screen instructions.

To claim for loan repayment protection
To claim on an existing policy you need to call our claims helpline on 0845 120 5203.

All calls may be monitored and/or recorded for training and quality purposes.