Acenden/Capstone Fury!!!

wayne1979

Hi All,

First time I've posted here, but I'd really appreciate some advice if possible! I'll try and keep this as brief as I can.

I've had a mortgage with SPML/Capstone/Acenden (whatever their latest name is!!) since 2006. I had some difficulty a while back when I lost my job and ran up quite a bit of arrears!

Anyway... I arranged a payment plan with them where I would pay an extra £100 every month on top of my usual monthly fee towards the arrears and I stuck to the plan (with fees and interest etc, it was projected that it would take around 12-14 months to pay it off).

Now, my payday is the 25th of every month, their due date is the 1st of every month. Around 3 months ago, I was told by one of their representatives that the plan had come to an end an I was clear of arrears. He provided me with login details to their online system where I could login and pay my usual monthly payment on a monthly basis. He told me if I made payment on the 25th (my payday) it would be in ADVANCE of the following months payment which is due on the 1st.

Hooray... or so it would appear until I received a letter a few weeks later telling me that they were disappointed that I'd fallen back into arrears again!

I assumed it was an error (possibly something auto generated from when I was in arrears) and called them. After querying this, they said I was NOT in arrears but had been and I left it at that. Since then, I have received the same letter every month.

I checked my credit file today and they have me down as having missed last months payment... even though I paid the amount they asked me to, on the date they asked me to, using the method they asked me to!!

I had it out with one of their representatives today to try and get to the bottom of it. It would appear that the payment I make on the 25th of every month, is not in advance of the 1st of next month (as they told me it was), but instead it's 24 days late from the 1st of that month. They have added £85 every time they've done this.

I've threatened to report them to trading standards. As looking back through my account it looks like they have done this every month whilst I was on the payment arrangement. Instead of putting £100 towards the arrears, they've been charging me a late payment fee plus arrears management fee because I was paying 24 days late... instead of early like they told me I was. I've been told that if I pay £147 today it will wipe out this months arrears ( which is due today) and that the payment I make on my next payday (25th June) will go towards July's bill. However, if I don't pay the £147 today, a fee of £85 will be added.... and I don't have the £147 at the minute!

Apologies at how long winded that was but I'm SO FRUSTRATED.....

Any advice?? Thanks in advance.

Wayne

holly_hobby

Complain to the company, keep a copy of your letter, tell them what you want them to do to remedy the complaint - if they don't want to play, then complain to the the Financial Ombudsman Service (FOS) - google them for their link.

FOS will review the complaint, contact the lender for their response, request all documentation associtated with the matter & come to a decision.

It is likely, if they find in your favour - that your payments are classed as late - due to the sole mis-direction of the lender, that they will instruct them to reverse all charges made to your account in connection with the matter & if necessary amend your payment date to ensure that further payments are made on time and in accordance with your mge agreement.

Before referring to FOS you must have recd a final response from the lender - put your complaint to them, don't waffle, go off subject, include elements that aren't relevant, be to the point - also adivisng them what action you wish them to take to remedy the problem. If they don't agree with you, or you them, then its off to FOS you go.

Good luck

Holly

wayne1979

Thanks for your response.

I asked the fella on the phone to review it and look through the records to uncover what his colleague had said. It would appear that it was either omitted in the record, or he didn't want to come clean with me.

I also asked why I had been given such conflicting information and been kept in debt by them, I advised that I would pursue complaining against them and I asked if their telephone calls were recorded, he advised they were recorded for training purposes only. I advised that they should review them because their training was not good enough... and he promptly cut me off.

The problem I have is that I really can't remember the name of the guy I spoke to three months ago.... so it could my word against theirs!

Looks like I'll have to draft that letter. Thanks for your help.

Wayne

holly_hobby

In reality yes, put everything in writing and why you are so frustrated and aggreaved as to how the matter has been handled.

From your side of things, the probabilty that you would elect to pay your mge late every month, and willing incur fees each time for doing so - would let say be "unusual". They really, for transparency, should have also contacted you to advise of the lateness of your repayments & the fees being charged.

My advice would be to get your written complaint off to them, ask for their response in writing and take things from there ... they may surprise you and resolve things without the mediation of FOS - if they don't at least you know that there is another avenue open to you to get your voice heard.

Holly

garagegirl6969

Hi
sorry if i ramble but you will have no joy with them. Ive been having problems with them for years and im still trying to sort it out. Even though they say calls are recorded for training purposes if you make a subject access request they are required to provide these to you although they can be through transcripts. You will be passed around told a million differnet things all different they will lie cut you off and keep demanding money you dont owe.

After you make a data request and waited the 40 days you will then have to complain to the information comissioners office you can do this online and tell them they refuse to provide the calls they will look into it for you.

I hope your in for the long haul ive been trying to get my calls sine oct 2010 theres also a group capstone action group if you think your the only one dont there are thousands of us out there having the same and worse problems

Good luck

magstar71

they are rubbish i keep getting arrears letters when i am in credit i have started to write everything recorded delivery... phone calls are no good however i asked in a letter i sent for a prompt response in writing 4 weeks ago still don't have anything..

i will not let this lie they should be closed down..

savemoney

Feel free to report spammer above :spam:

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little_miss_spender

savemoney wrote: »

Feel free to report spammer above :spam:

I beg to differ what is your problem there are no links in the any of the above posts. just a mention of another site and what is wrong with that if it helps someone, th site theyrefer to does not profit or take money from people,they just help, so why do you insist on keep putting this stupid spam thing everywhere. If you have a personal issue with someone on here then you are very sad because people want help and dont need jokers like you playing idiotic games, get a life!

Wutang_2

"Get a life".....the most useless line in history.