PayDayUK / Keyes Whitlock Loan Headache!

chriso906

Hello

I had a loan with PaydayUK and agreed a repayment plan in March to repay £66 a month, but they wouldnt agree further than October, so I had to agree to £237 in October, but the agent advised if I called in, it could be extended no problem.

I forgot, the money was taken, now im screwed. Here is the convo I just had with one of their agents.

PS, half way through the chast my nam echanged to 'is this correct' somehoe, hahahaah



Please wait for a site operator to respond.
You are now chatting with 'Pete'
you: hello again
Pete: Hello, Your through to the Collections department at Payday UK, How can I help?
you: i just got d/c from you
you: its chris *******
Pete: In order for us to be able to access your account and answer your query, please confirm the following security questions: Your full name, date of birth, mobile telephone number and home postcode.
you: i just spoke to you
you: you got my info?
Pete: You need to confirm them again to proceed.
you: ******************
Pete: Could you please confirm your full name?
you: chris ********
you: hello?
Pete: One moment please while I find that information for you.
Pete: Alright one of our colleagues advised you before setting up the payment plan that a review is set and you need to call us 3 days before the due date to re-schedule the amount.
you: yes all of that i agreee with
you: the problem i have is that i had carfully set up all my plans to a level i copuld afford, in your case 66 quid
you: i know i had agreed to the 237 or whatever it was in october to clear the balance, in order to set up the plan
Pete: And I can see that a reminder SMS was also sent to your mobile about your due date on 23/10/2012.
you: a collleage i spoke to said if i had rang you would be willing to reset the £66 plan for3 more months until it was clear, not it is my mistake i didnt ring, but it has now meant i cant pay my childcare
you: im stressed to the hilt and all i want to do is try and set that in place, which would mean a little comapssion on your part. I'm not saying it is your fault, its not, but im in a real problem, im trying to be responsible and pay off all my debts but this is causing me real problems
Pete: I understand your concern. Unfortunately re-fund is not possible once payment is taken.
Pete: Is there anything else I can help you with today?
you: if you arent willing to refund me, am i able to apply for a reloan then
Pete: Unfortunately. Due to your repayment history we would not be able to re-lend you.
you: so what am i mean tto do?
you: are you basically saying, we have your money, screw you?
Pete: I am sorry if you feel that way.
Pete: Unfortunately we will not be able to lend you due to your repayment history.
you: your commpany has even said, yes, as a responsible lender, we would be happy to accept a repayment plan if called between the 23rd and 25th october, correct?
you: but because you have my money, the offer is revoked?
is this correct?: hello?
Pete: Sorry for the delay.
is this correct?: no prob
Pete: We are responsible lenders however you were given a time frame to re-set the payment plan and an sms reminder was sent to you on 23/10/2012 as there is no contact from you on the above said date and we would would not be able to lend you because of the re-payment history.
Pete: we would not be able to lend you because of the re-payment history.*
is this correct?: do you have a copy of what that text said?
Pete: Is there anything else I can help you with today?
is this correct?: im checking my phone and i cant see one
is this correct?: if you can tell me exactly what was in the text message, that woul dhelp
Pete: I am sorry for that I do not have access to view the content of the sms.
is this correct?: if i remeber rightly, i received a text saying i was due to repay the 237 or whatever but it was dated 26th march 2012, i just ignored it as nonsense
is this correct?: the information is incorrect
is this correct?: check your data!
Pete: I can view only the date and time the date is 23/10/2012 and time is 08:35:13
is this correct?: if someone can confirm to me that the text message said 'you have to repay 237 on 26th october' then ill drop it. BUut it know it didnt because im online chekcing my text history
is this correct?: it said, 'you are due to repay £234.50 on 26th March 2012'
is this correct?: what am i meant to do with that?
is this correct?: ill send you a copy if you like
Pete: Right. We may not need to see the text message. However we would neither re-fund nor offer a new loan.
is this correct?: so your saying the fact you have sent me duff info isnt valid?
is this correct?: just so i have everythign correct when i write to the ombudsman.
is this correct?: 1) you allow a 3 day window of opportunity 6 months in advance
is this correct?: 2) you are happy to arrange repayment plans but make no allowance for errors
is this correct?: 3) your system sends incorrect information as a back up for enforcing its terms?
is this correct?: 4) although i am happy to rapy you off in 2 installments, this is still unacceptable to you, despite me adhering to my repayment plan for nearly all the debt
is this correct?: 5) real life issues such as childcare take into no consideration
is this correct?: finally, a transcript of this conversation will be used as my grounds to try and come to a reasonable compromise as set in your credit licence agreemnt as a responsible lender
is this correct?: if this is correct, i will forward a copy onto your head of collections, one to the financial ombudsman and one to moneysavingexpert website. I dont mean to be unreasonable but what would you do?
is this correct?: still there>?
Pete: I'm sorry for the delay.
is this correct?: not a prob
Pete: I understand your concern and I really appreciate it.
is this correct?: im really trying not to be a pain, but although its a relatively small amount of money, it is causing me a large amount of pain
is this correct?: my propposal would be to refund 168.50 (234.50-£66) and i make two final payments of £84.25 to clear the debt. You can stick some interest on if you like,
Pete: I can see that you spoke to our team leader on the other day and you have also listened to the call recording. The agent has clearly advised you to contact us back 3 days before the due date that is 23rd of october to set a new payment plan but unfortunately we have not hear from you due to which the system has taken the remaining balance.
is this correct?: so thats a no
is this correct?: if i told you to water my plants on the 3rd of April next year, woudl you remember?
Pete: Unfortunately, there is nothing we can do. However, if you would like to speak to our team leader I can arrange a call back for you.
is this correct?: no thanks, ill just need the name of your head of collections
is this correct?: if you check the money saving website in the next 10 minutes, youll see my next step. Also i can still ring my bank and file and unauthorised debit card transaction and get my money back in 24 hours, as your text information was incorrect
Pete: The name of our Head of Collections team is Rob.
is this correct?: rob what?
Pete: Unfortunately, I'm not obliged to give out his surname.
is this correct?: well how am i meant to write a letter to him?
is this correct?: if i write a letter to head of collections, it will get filed in the cabinet marked 'bin'
is this correct?: can i at least have a name of someone to write to?
Pete: You can address the letter to the Head of Collections.
Pete: You can just write, Head of Collections and it will not go in the bin.
is this correct?: fine ill sent it recorded.
is this correct?: ok thanks for your time
Pete: Is there anything else I can help you with today?
is this correct?: no thanks
Pete: Thank you for contacting us. If there is anything else we can do to help you, please let us know.


Any idea how to proceed now peeps, bit of a pain in the jaxy this!

FireWyrm

chriso906 wrote: »

I forgot, the money was taken, now im screwed. Here is the convo I just had with one of their agents.

Unfortunately, they do have a point. According to the conversation, you were reminded of the date by text and didnt call within the window given. There's nothing you can legally do about this since nothing illegal happened. They took the money owed that you agreed to.

Why dont you post an SOA and we can have a look and see about how to get you through the month.

davek1

sadly they have your money and you wont get it back. The only thing i can suggest is that you try to make arrangements with other creditors like those that lookafte ryour child.

Payday lenders are notoriously difficult to deal with and as you have found out they wont budge. You could try filing an unauthorised debit card payment but i'm not sure how sucesful that would be.

i really hope that you can get things sorted out.

VitaK

I think you took your lack of attention to your payment plan out on Pete.

The text was unclear, but you knew in advance you had to negotiate a new payment plan.

Asbestross

Apologies Chriso,

But I tend to agree with the majority here also. They did give you prior warning that of the arrangement, and it was an arrangement which you agreed to.

From my personal experience with PDUK, they are one of the more compassionate payday lenders out there. Although still a PD loan provider, they could have refused any repayment offers outright from the word go...

I know it may give you a tough month until more money comes in, but I honestly think the best option would be to be happy in the fact that your relationship with PDUK is over and done with. The sooner you can pay off a payday loan, the better imho.

As for performing a chargeback, I would advise caution against this. Yes, it will probably give you money back as a temporary solution, but the fact that you've previously agreed a repayment schedule, and you broke it, would give them very strong grounds in any court ... and a very strong incentive to persue this also. Not to mention the fee's they would more than likely apply for doing such a thing. They've demonstrated that they have the recording of your acceptance too which is very bad.