Really starting to panic..

marshallka

mottles wrote: »

The loan was originally to pay off a credit card I had with them which had I had fallen behind with. This I presume is classed as a seperate agreement?

As far as recall ive never been in arrears with the loan but I did take payment breaks.

I just cant belive how they are behaving, im just at my wits end!

Thanks so much for your advise.. I have emailed my contact in the ombudsman advising him of the situation aswell

The adjudicator would have heard of this before and may know what to do and hope you get it sorted. Please post back with any advice you can offer others. I have seen this so many times. Good luck

mottles

Well today was a nightmare..

I got a phone call this morning from a manager in the customer services department who proceeded to tell me that there was no way at all I will get my money in my account rather than off the loan as its not there policy and they never do that.

Im embarrassed to say I lost my cool completely and I started to rant about how poorly ive been treated these past few months.

This suffice to say didnt work.. I was then informed that I will receive a phone call later after they investigate why I was told I would of recieved the full loan and by bacs.

The phone call was due for 3pm and at 4.30 they decided to call back. They said as a good will gesture they would bacs the £300 I was owed into my account by the end of today.

She gave no reason to why the full loan hadnt been cleared and that as it wasnt stated in writting that they would refund me they would not be reversing there decision.

I had spoken to the ombudsman after the 1st call and he said that it is within their rights to do that as they have in effect returned the money to me. He said he would pass my case to a different department as I have had a complaint about the settlement.

I composed an email to the ombudsman confirming that I would like to take this further and giving the reasons why I thought it was unfair stating the reasons marshallka gave.

I doubt im going to get anywhere as throughout the whole process it feels like ive been banging my head agoinst the wall.

marshallka

mottles wrote: »

Well today was a nightmare..

I got a phone call this morning from a manager in the customer services department who proceeded to tell me that there was no way at all I will get my money in my account rather than off the loan as its not there policy and they never do that.

Im embarrassed to say I lost my cool completely and I started to rant about how poorly ive been treated these past few months.

This suffice to say didnt work.. I was then informed that I will receive a phone call later after they investigate why I was told I would of recieved the full loan and by bacs.

The phone call was due for 3pm and at 4.30 they decided to call back. They said as a good will gesture they would bacs the £300 I was owed into my account by the end of today.

She gave no reason to why the full loan hadnt been cleared and that as it wasnt stated in writting that they would refund me they would not be reversing there decision.

I had spoken to the ombudsman after the 1st call and he said that it is within their rights to do that as they have in effect returned the money to me. He said he would pass my case to a different department as I have had a complaint about the settlement.

I composed an email to the ombudsman confirming that I would like to take this further and giving the reasons why I thought it was unfair stating the reasons marshallka gave.

I doubt im going to get anywhere as throughout the whole process it feels like ive been banging my head agoinst the wall.

I hope the FOS can help you. I think its definately unfair as you have kept your agreement in that you repay a loan over a certain number of months and that should stand. If they make a lump sum payment against it then the whole agreement would need to be rewritten wouldn't it??? They have changed the terms without your agreement??? That is how I see their redressing on loans. On credit cards maybe a little different but with a loan its bound by an agreement and its not YOUR fault that this happened. I really cannot see how they can get away with it. They are making you repay the loan sooner than you agreed to and leaving you no choice.

mottles

:j:j:j

Awesome news!! I had a missed call today and a message to contact the manager who was dealing with my complaint at egg. I presumed it was just a return call due to the amount of times I had called them and she was working through a backlog.

It seems not! She said following my email to the fos they have reviewed their policy and decided that they can indeed refund my money into my account!!!!:T

She apologised for the trouble caused and explianed I will receive a cheque within 2 weeks.

Mottles 1 Egg nil - Get in!

pinknico

Well done mottles and just in time to as another poster has been told Eggs calculator is now broken and there will be no more refunds until it is fixed!!!!! (sounds like a joke just reading it back!)

mottles

Can you post a link to the thread?

pinknico

http://forums.moneysavingexpert.com/showthread.html?t=524031&page=265


At least yours has already been calculated so thats good.

di3004

mottles wrote: »

:j:j:j

Awesome news!! I had a missed call today and a message to contact the manager who was dealing with my complaint at egg. I presumed it was just a return call due to the amount of times I had called them and she was working through a backlog.

It seems not! She said following my email to the fos they have reviewed their policy and decided that they can indeed refund my money into my account!!!!:T

She apologised for the trouble caused and explianed I will receive a cheque within 2 weeks.

Mottles 1 Egg nil - Get in!

Brilliant Mottles.:j
Well done and Congratulations, we are so pleased for you.
:beer::T:beer:

Rach39

Oh many congratulations :beer: I am in exactly the same position as you and waiting for the FOS to assess and come back to me - Egg told me they had no record of FOS being involved and had closed my file after refund to my loan account (they credited the whole lot £4800 and sent me nothing despite no arrears etc!) but had written to me acknowledging FOS on board so I spoke to the ombudsman yesterday - he said their letter to me constituted a 'final answer' so he could now go ahead immediately and make his ruling (implied this would be in my favour!) It's shocking the way they assume to do this and is definitely unlawful and unfair. For every one of us challenging this there must be hundreds just accepting this is 'their way of doing things' and never actually receiving the money they are owed. Just disgraceful. Anyhow, rant over well done, hope I'm joining you in the winner's enclosure soon x

cot1198

pinknico wrote: »

Well done mottles and just in time to as another poster has been told Eggs calculator is now broken and there will be no more refunds until it is fixed!!!!! (sounds like a joke just reading it back!)

Is it the battery????
that is just plain daft!