Who regulates Very? Serious complaint to make.

amyloofoo

Hi all,

I'm having a bit of an ongoing saga with Very and think I now need to complain to someone with a bit more clout than their customer service team as they are being absolutely useless.

I had my LBM after racking up a lot of debt whilst unwell with bipolar. I contacted all my creditors to set up repayment plans, explained that I have issues with anxiety and panic attacks, so would like contact via post or email only. At this time the balance on my account was £434.93.

On 18/05 I received this:

Thank you for your e mail and offer of payment.

We have accepted your offer and a letter of confirmation will follow = 9 statements at 26.00 - the first one to reach us by 15.06.12.

Since then I have stuck to the repayment plan and have managed to make some overpayments. You'd think everything would be going fine, but I've had nothing but trouble.

The letter of confirmation never arrived, so I emailed Very back to ask for this. Fees and letters of 'default sums' continued to arrive weekly and every time one of these arrived I emailed Very. The first time I emailed they agreed to refund the fee of £12 and said the confirmation letter would follow - nothing received again.

My account is now showing a balance of £490.25 with more fees to be added (despite me making overpayments) and I am getting very concerned and panicky about the situation so I emailed them again. I've now received this in response:

Thank you for your e mail regarding present financial difficulties and requesting reduced payments.

If you would like to discuss setting up an arrangement with reduced payments then do not hesitate to contact us on 0844 822 4090 within the next 7 days. If we do not hear from you, we will assume you no longer require our assistance in this matter and we would expect normal payments to resume.

Please note that failure to bring your account up to date will lead to administration charges being applied to your account and could affect your ability to obtain future credit. Your account may ultimately be passed to external debt collection agencies.

This is absolutely infuriating me. I'm not trying to set up a new plan, I'm sticking to the original plan and it's them who seem to be trying to change things.

Who can I complain to about this situation?

DS4215

Start with the complaints department at Very. You need to be seen to follow their process before you can bring in a 3rd party.

Write them a letter (not email) detailing what has happened so far and with as much details and evidence as possible. See what the complaints department say first.

sistafromanothermista

I agree. Put it all in writing and send it recorded...

happy_bunny_2

Yep, do as suggested above.

If they do not play ball, after their final response or 8 weeks you can refer to FOS which will cost them.

Do remember in your complaint letter to tell them you want all the charges refunding.

[Deleted User]

FSA - But FOS deal with complaints.