k and co they say i owe them money!! after 20months!!

debsunat13

k and co took over from empire stores in january 2011. on the 7th september 2012, they decide in their 'customer excellence team' (thats a joke!!) that i have owed them approximately £700 since the transition took place, REALLY!! So no letters, it doesnt show on ANY of my statements? They can only look at details going back to October 2011, and cant even tell me what the money is for or the items i owe on!! If you dare to ask to speak to a senior managerYOU CANT, if you speak to the customer service department listed on the statement, they will tell you what you want to hear.
Today i have spoken....AGAIN to the directors customer excellence advisor, he cant speak to me as she has to deal with it, the lady who was dealing with this is on holiday, and NOBODY can help me, even though the previous lady, (on hols) said she wasnt experienced and would get somebody from the complex team to phone me.......still waiting..... a week tomorro. I was told by jasmine in customer excellence they are just so busy, what a shame! Meanwhile, in nearly 20months, inspite of paying of ALL my BNPL items with empire!! and ordered a significant amount of goods, paid for when the due date is to avoid the disgraceful interest they charge, i have NEVER received a penny for the rewards scheme to customers.
Dont get caught out by this company and would be interested to know if they are 'trying this on' with other customers???
I have contacted Citizens Advice Consumer helpline, and shall be sending in a letter recorded delivery, asking for them to itemise the goods i am supposed to owe all this money for?? Failing them being able to deal with this complicated matter, i shall be contacting the Consumer Credit Counsel and the Financial Ombudsmen, to look at the 'CASE' I have raised and created, cause it certainly wasnt down to K and Co.
Thanks for reading

ceecee31

I am with K and Co, and all statements are available online, going back about 12 months, if not more. Can you not check and see exactly what these statements are saying/ Maybe you haven't paid your BNPL on time, as you thought, and this is the interest?

dory22

debsunat13 wrote: »

k and co took over from empire stores in january 2011. on the 7th september 2012, they decide in their 'customer excellence team' (thats a joke!!) that i have owed them approximately £700 since the transition took place, REALLY!! So no letters, it doesnt show on ANY of my statements? They can only look at details going back to October 2011, and cant even tell me what the money is for or the items i owe on!! If you dare to ask to speak to a senior managerYOU CANT, if you speak to the customer service department listed on the statement, they will tell you what you want to hear.
Today i have spoken....AGAIN to the directors customer excellence advisor, he cant speak to me as she has to deal with it, the lady who was dealing with this is on holiday, and NOBODY can help me, even though the previous lady, (on hols) said she wasnt experienced and would get somebody from the complex team to phone me.......still waiting..... a week tomorro. I was told by jasmine in customer excellence they are just so busy, what a shame! Meanwhile, in nearly 20months, inspite of paying of ALL my BNPL items with empire!! and ordered a significant amount of goods, paid for when the due date is to avoid the disgraceful interest they charge, i have NEVER received a penny for the rewards scheme to customers.
Dont get caught out by this company and would be interested to know if they are 'trying this on' with other customers???
I have contacted Citizens Advice Consumer helpline, and shall be sending in a letter recorded delivery, asking for them to itemise the goods i am supposed to owe all this money for?? Failing them being able to deal with this complicated matter, i shall be contacting the Consumer Credit Counsel and the Financial Ombudsmen, to look at the 'CASE' I have raised and created, cause it certainly wasnt down to K and Co.
Thanks for reading

find out who their regulators are and say you've contacted them, orange jumped through hoops when i said id sent a letter to their regulator regarding there customer service.

debsunat13

i have spoken to the most senior person available yesterday, and she has now decided to tell me k and co took over empire stores in 2008, although as a customer, i was informed over the transition in December 2010, for takeover of accounts in january 2011. Remarkably, the monies they said i owed..... which i have been querying for months!!! after mentioning i have spoken to consumer direct..... there is no money outstanding now!!! How strange?? When you ask to speak to the MD or a senior manager, these people i speak to are as high as you can go!
So now the Buy now pay later, the rewards i have earnt WITH k and co are now not being paid to me, although, 4weeks ago the same lady said they would be!! Confused.....tell me about it!! She has now referred it to a specialist department to deal with as she is not qualified to deal with it, who knows how this will end??
Perhaps, when SOMEBODY at k and co get their act together and start taking this seriously, think of your customers, and be more consistent with your information.
I NEVER receive written confirmation on their 'decisions' but that will change as today i have been advised by consumer direct to ask for this. Oh and i have paid all my BNPL ON TIME, and, k and co if you read this, i DO have my empire stores statements aswell, i will NOT let this drop until you pay me my rewards ALL of them from when YOU took over, and the orders placed with YOU. I notice on this months statement (October 2012) you are making us aware that rewards can not be given on BNPL purchases. Doesnt cut it with me. You've been fiddling me for 21months now, so please do the right thing and resolve this once and for all, IN WRITING