Vanquis Charges & Notifications

donnap83

Don't think you'll get any kind of refund on the charges. At the end of the day, it's your responsibilty to regularly check your account.

JLD1977

We'll see! - I will do everything in my power to get something resolved as a financial organisation they must have a duty of care to their customers!

izools

You certainly have a case, paper statements weren't issued when they should have been. This has resulted in a firmly quantifiable financial loss which they should compensate you for.

Whilst you have a certain onus to check your account regularly, they certainly have a responsibility to send you paper statements which they have failed to do; which is a clear cut breach of their own terms.

Good luck with your complaint, you certainly seem entitled to something

lvm

When you moved house, how did you "confirm" your change of address? Did you phone them or write to them? If on the phone, is it likely they could have taken down the wrong house number or post code? This seems like this is what may have happened.

Have you asked for copies of all the bills they claim to have sent you? Hopefully this will have an address on it which is not your own and you could go about getting all the charges and interest back. If this was the case - you've now confirmed your address (again) and they've probably just amended their records.

Definitely worth checking out though...

Saints2011

Must of been paperless statements.

They are a business and they are providing a service to make £££ they won't inform you that you're not touching your balance if I were you I would of followed my balance closely with them especially as we all know what ridiculous APR's they dish out.

Good luck though… …

izools

Thing is E-Vanquis hasn't supported paperless statements for that long

donnap83

They will argue that you should have made them aware that you were not recieving statements. And rightly so. It's staggering how may people come on here and try and blame the lender for their own mess.

As for duty of care...nice try, but that argument won't stand up. You were irresponsible, and you're now paying the consequences.

JLD1977

Sorry but I disagree with you whole heartedly in every aspect of your comments! By the sounds of it you work for a broker or lender! Regardless of the paper statement the minimum payment that the lender is claiming on a monthly basis should be enough to avoid this vicious circle occurring otherwise what's the point of calling it a minimum payment! Minimum meaning the least amount required to cover the interest accrued plus a proportion of the debt. If the minimum amount being automatically claimed by the lender is not actually enough it is therefore less than the minimum e.g. not enough! It is very simple in my mind... If they had told me 18 months ago, they did have a telephone number, that I was over by £20 then I could have paid it and I would not have forked out £1300 for nothing and would not be typing this now! Also whilst I am on - irresponsible is not a word I would describe myself as now, a little naive & ill informed definitely! Enjoy saving hard for your Wedding!

izools

JLD1977, have you sent a formal written complaint yet?

I think you're right to an extent. Not 100% as there was an onus on you to check the account and find out why you weren't receiving statements but there was, as you say, also an onus on Vanquis to advise you of the status of your account, send written statements, and take what is actually necessary when they take the minimum payment.

I feel the outcome should be somewhere in the middle - I wouldn't expect all your money back but asking for everything back is the angle you should take with Vanquis to stand a chance of atleast getting a proportion back. If they offer 50%+; take it.

Good luck! :beer:

bpm_2

The complaints procedure is the same for all banks and credit cards, write a formal complaint to their complaints department clearly stating your case, and the expected outcome. They MUST reply to you and if you are not happy with the reply and feel it is unfair or does not adequately address the issue at hand, when you have received your final reply from them you can write to the Financial Ombudsman for an independent adjudication on it.
Also whilst an account is in adjudication they should NOT be adding any interest as the payments are in dispute. So once you have made a formal complaint I would let them know you also intend to stop making monthly payments until the situation is resolved. It can take a while but it is the correct procedure for dealing with these matters.