Debt with Freemans

CheeseOnToast

Evening all,

I need some advice, I think I'm going to get told it's tough but would like some advice before I write to Freemans.

I moved into my house earlier this year. All of my creditors were notified as usual. They all took it on board and I recieved regular statements from them all. Except one - Freemans.

I have barely used the account as I only ever signed up in the first place for a free stereo (from a link on here) - But basically I've only ever ordered when there was an offer on so I never had or kept a balance.

Now it turns out there was £10 remaining on the account, so for the last three months, they have charged me £20 (!!) a month in charges for just a £10 balance!

As soon as I got the statements from my old address I phoned them and they said don't pay the £10 straight away, let the new address go into the system then make a payment. The lady also said she'd sort out the charges being removed and I'd get called back.

A couple of weeks later I still didn't hear so I rang again, the lady said they dont do call backs etc so she didn't know why the other lady said it.

Anyhoo, the lady again said if I made the £10 there and then, she would get the payments removed. I paid it and finished the call. Then I get a letter from freemans firstly was strange saying "Thanks for my letter" - Even though I haven't wrote to them!? and saying unfortunately as I didn't make the payment they won't be removing the charges.

So I am a bit !!!!!! off because a) £60 of charges for a £10 balance but more to the point b) I was told the charges were removed when I paid the £10 payment

Surely I cannot be told that and then still charged?

I have phoned them again regarding the letter and they say the lady shouldn't have said that as a supervisor needs to clear any charge removal but if I want a final decision I can put it in writing.

Could somebody please help me with ideas of what to write and how to structure it (I'm only 22 and not exactly great at writing complaints!)

Thanks very much,

Phil

CheeseOnToast

BTTT

Anyone got any pearls of wisdom for me?

in*the*red_6

If I were you I would get back on the phone and demand to speak to a supervisor, nobody else. Explain that not only have you informed them of your change of address which they failed to act on, you have been in contact with them on three more occasions and been given conflicting information by their 'so called' advisers.
Make sure you get the full name of the supervisor you are speaking to.
If the supervisor agrees to remove the charges and accept the £10 payment, ask him/her for confirmation of this in writing by first class post. If they will not budge (which I feel is unlikely given their mistakes), ask for the name of the person to whom you should complain in writing and make it clear the supervisor's name will be mentioned in the letter. If you do need to write the complaints letter, post again.
Hope this helps.

Tim_L

These charges are probably illegal. There's a thread in the Current accounts board which explains how to get them removed via the threat of court action. Since the credit companies are not keen to have the situation tested in Court because they know the charges are dodgy and make a lot of money from them, they will back down.

It is absolutely ridiculous that anyone in their right mind would make a £60 charge for a £10 debt.

AndrewSmith

Another point to remember,

Most of these call centres now begin the conversation with the following statement:

"Your call may be recorded for training and monitoring purposes"

Use this and demand, under the data protection act 1998, that they supply you a copy of this recording in which it was clearly stated that if you paid the £10 all other charges will be removed. It will also include a recording of you actually paying the £10, so you are bullet proof.

Also, before you make the call, have a quick chat with your local C.A.B. to see if they can add anything else to what you should say when you speak with Freemans.

Hope this helps

Andy

Beccal_3

from my experience you are best writing to freemans, rather than calling them. Last time I needed to speak to someone higher up the ladder at Freemans I was told it was not possible - they are not allowed to pass calls on to supervisors. When I told them this was bloody rubbish - I was pretty irate - they said that as i had sworn they had to terminate the call, and hung up on me!

Write...honestly it's for the best! :xmassmile

CheeseOnToast

Thanks very much for all the advice everyone. Just what I needed.

I am writing a letter today detailing a lot of the points mentioned above.

I will let you all know how it goes

Cheers

Phil

jonesMUFCforever

In future consider paying online with a credit or debit card. The payment is immediately acknowledged so you know its there.
There is also an option online to make queries about your account.
I have not had the problems that you have had but queries that I have raised have been answered in between 24 to 48 hours.