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Welicia Novais

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Review of the Vanquis, Credit card:

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This bank is a scammer!

This bank is a scammer! Never to be trusted I am writing to express my serious dissatisfaction with the way Vanquis has handled my credit card account, a suspected fraudulent transaction, and my formal complaint. My credit card has not been used since August 2025, when I paid the balance in full. After that, my card was blocked and I requested a replacement card twice, between September 2025 and November 2025. No replacement card ever arrived. Despite this, a £7 Transport for London (TfL) charge dated December 2025 appeared on my statement. I did not make this transaction. The card has not been used since August. I contacted Vanquis by phone on 28/01/2026 to challenge this charge as fraudulent. I was told clearly that I would receive a call back within 3 working days. Today is 10/02/2026. No one has called me. This was not the first time I was given false assurances. I have since called again and have once more been given excuses instead of solutions. Your customer service team does not understand or know how to deal with fraud. I have even been told that it is my responsibility to contact TfL to recover the money, which is completely unacceptable. I have not used this card since August 2025, and any unauthorised charge should be handled by Vanquis, not pushed onto the customer. I have contacted their complaints by email, and no responses. This bank/credit card provider is a scammer. To make matters worse: - I have emailed the complaints department - I have received no response What is the point of having a complaints department if emails are ignored and promises are not kept? Vanquis has: - Failed to send a replacement card after multiple requests - Failed to properly secure my account - Failed to handle a suspected fraudulent transaction - Failed to call back as promised - Failed to respond to written complaints This is by far the worst customer service experience I have had with a financial company. I have completely lost trust in Vanquis and would never recommend them to anyone. I will contact be contacting Financial Ombudsman Service, as I have written many complaints about this bank and they did not sort out any of my problems and they lie and they let other people use your card. Reviewed on: 10th February 2026

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