GE Money Loan - They've made a mistake

urg123

Hi

Advice would be welcome.

I bought some sofas from DFS on Boxing Day (December 2008). I signed a Credit Agreement for 4 years with the 1 year free and pay over three years (interest free). So, I was expecting to start paying in December 2009 as per the start date on my credit agreement.

They started collecting money in March. I phoned GE who were no help. DFS contacted GE and the loan was 're-set' to start again in December 2009. I called GE to check and they confirmed that this was the case. I also claimed back the March payment using the DD guarantee from my bank.

So, I get home from work and find a letter telling me I am now in arrears of £71!!!!

I have a credit agreement that clearly states that payments start in December 2009. What do I do?

Also, how do I ensure that their mistake will note affect my credit rating?

All advice will be gratefully received.

urg x x

GeorgeUK

Write an official letter of complaint and send it recorded delivery. You need to make sure you deal with this in writing.

urg123

Thanks for replying George. I thought I should give them one final chance to get it right. Should I bother or just go straight to the complaints stage.

I have drafted a letter - what do you think?

I write with reference to your letter dated 23 April 2009 stating that my account is in arrears.
I attach a copy of my credit agreement taken out at DFS in December 2008. You will note that the agreement clearly states that payments will start in December 2009. (Document 1)
In March GE took a payment from my current account. DFS contacted you and rectified a communication error between your two companies and confirmed to me that GE had reset the loan as per the credit agreement. I attach a copy of an email from DFS confirming this. (Document 2).
I received a further letter (undated) from GE Money confirming the loan agreement would “taken on the date specified on the credit agreement”. (Document 3). I contacted GE Money by telephone on 10 April to confirm that the first payment would come out in December 2009. I recall this call as my name had been spelled incorrectly and this matter was addressed at that time.
I dispute that I am in arrears and ask you to amend your records to reflect the agreement that I entered. I expect confirmation that my account is in order within 14 days. I also require you to send me confirmation that my credit record with any credit reference agency is corrected.
If I do not hear from you by this date, I will seek to follow the company’s complaints procedure.

GeorgeUK

I would alter that last sentence slightly. Make a request to be sent a copy of the companies official complaints procedure which you intend to use if the matter is not resolved to your satisfaction.

This way you have all the details to make an official complaint and are giving a final warning showing them that you mean business.