Cahoot Flexiloan monthly payment before due date

pheonixrising21

Hi hellykent, I also have a flexi Loan with Cahoot/Santander. This time last year, I moved house. They couldn't/wouldn't update my address over the phone and insisted on sending me a form to fill in. They sent this to my old address - twice. Took till November to actaully update the address. During this time, my paper statements stopped and I also noticed that my DD had stopped. So, I called them and asked if I was in arrears as my DD had stopped going out. I was told I wasn't, only to be called two weeks later to tell me I was in arrears by over £200. Now, my DD was for the minimum balance of arund £75, so I had clearly been in arrears for a while! Anyway, I agreed to pay an increased amount for 4 months to bring the arrears back to date.

Meanwhile, still no statements, so I called them every month to get the minimum payment figure and made a bank transfer for that amount. Each month I complained that yet again I had not received a statement, each month they promised I would get one. I eventually had to complain to the CEO office (the same email as we've all used for the interest rate hike complaint). They have now agreed that they were to blame for the error, that the arrears were caused by them not sending me statements/messing up my change of address. They agreed to pay me to £250 in compensation and are in the process of removing the late payment markers from my credit file.

It takes a while, but Santander are getting there with resolving their issues, aleit one caused by themselves through incompetence.

Apples2

I had a similar story with Amex a few months ago.

We had problems setting up a DD with them so I used to get an email informing me payment was due. For many months I received the email, cleared the balance and everything was cool.

Eventually we got the DD set up, AMEX confirmed it had been set up.

I was going to the Middle East on some cheesy work assignment so I was a little cautious the DD wouldn't work and I wouldn't be available to keep an eye out for it.
I would be overseas, limited Internet access so considered it too risky to rely on the first ever DD to work okay.

"I'll de-risk this", I thought, so I cleared my balance before I left on the 14th of the month, £3,200 worth online as I always had done previously.

Whilst overseas, on the 30th I had a text message from Lloyds informing me my account was at or below my minimum threshold.

:eek: I thought, there should be plenty.

Quick call to Lloyds who told me another lump of £3,200 had been taken by Amex. I say quick call but it took about 30 mins.

Another 30 minute quick call to Amex and was informed similar, the DD was set up to clear the balance, if I pay any sooner, I just end up in credit!

The quickest, and easiest way to resolve it was another "quick" call to Lloyds and draged the money back under the DD Guarantee.

hellykent

Well, a very helpful chappy at Santander has finally sorted things out for us. He agreed the our payment had been misallocated, and the terms and conditions shouldn't have been ignored by them. We got £100 in compensation, our credit file was repaired, and we got an apology too (which is all we really wanted). :j