welcome finance advise

steve29071982

Hi, there just looking for a bit of advice ..

I took out a 24 month loan around the 10th dec 08.

I said i was in process of setting up a new bank account so didnt give my direct debti details. was told payment was due around the 10th of jan 2009.

I paid in cash on this date in jan 2009, came along with new bank details and was asked what day each month i would like to set direct debit up for. I chose last working day as that is when i get paid. At no point was i told this would incur me further interest instead the direct debit was set up in good faith by myself.

At 2 points during the loan i rang up to ensure last payment date would be december 2010, again at no point was i told of interest charges that would be added and come out in january 2011.

I paid 24 months loan on time no problems every month on my elected date.

i rang the office start at the start of jan 2011 to see if final payment had been paid as it was showing 25 payments on my credit file. I was told it all looked fine and i had paid the amount due each month for the duration of the loan, but staff member would look into it and ring me back on next working day after holiday. I recieved no phone call back.

i rang back a few days back and was told i owed interest as i had not paid on the 10th when i set up the direct debit, even though i was asked to chose my pay date in that calendar month, and interest had been being charged throughout the period without informing me at all even when i have called instead adding a 25th payment.

i will be paying the amount at the end of jan 2011 as i dont want it to affect my credit file but would i be entitled to a refund on this amount for immoral customer service in not informing me that interest would be incurred for setting it up on my chosen date?

Unlikely id imagine but thanks for any advice.

PNPSUKNET

I dont think they will, however its worth going to the fos and you will get a refund. Dont get me wrong I dont always say goto the fso, but when someone is genuine I do.

KingElvis

Good old Welcome, you're never truly free of them, just like the !!!!! really.

Adam_Southward

This is pretty much exactly the same situation as I'm in. Only difference is that I missed a payment, paid over the phone instead and had it suggested to me by the person from Welcome that I change my regular payment date to the last working day of the month. At no point did they advise me that I would be breaking the terms of my agreement or that I would incur interest as a result because my payments were actually now occurring after their due date. As far as I was aware I was still paying on time (my due date is the 3rd of every month- of course, this being a Direct Debit, it can take up to 4 days for the money to clear- at least that's what I'm thinking.).

Anyway, long story short, after two emails to them, both of which have fobbed me off, I'm now going to go the Financial Ombudsman, as I feel the level of customer service has been appalling. At all stages they've made me feel like it's my fault and that I should have been aware of the T's and C's of my agreement. Fair point but, as far as the rearranging of my payment date, I was not advised of any consequences that would arise from the switch, and that's going to be my main point of attack.

Take my advice, cut out the middle man and go straight to the Ombudsman. Welcome will not entertain you at all on this one.