Very Interest Charge on late payment

railbuff

Flyboy152 wrote: »

Their reply was unhelpful and dismissive.

how they referred to the terms that was agreed and then provided an email address to get the situation sorted.

in all these situations interest free plans are only interest free as long as you stick to the contract terms and pay onti,e and finish the paymenst before the end of the contract. the OP failed so full interest was added to their account. this si 100% LEGAL and very have not dont anything wrong. the OP failed to make a payment, so very acted as per the terms the OP agreed too.

Flyboy152

OlliesDad wrote: »

It is not possible to know the APR without knowing the cost of the item.



I fail to see how asking the OP to waste their time emailing them to receive the same answer would be good customer service.



I also fail to see why the charges are unfair? Seems fair that they will not charge interest unless the OP fails in their obligations. Every statement throughout the year shows how much is left to pay and the date it must be paid by in order to not pay any interet.

While the post may not have been full of fluffiness that you seem to prefer, it was not rude. They did provide an email address if the OP had further concerns.

railbuff wrote: »

how they referred to the terms that was agreed and then provided an email address to get the situation sorted.

in all these situations interest free plans are only interest free as long as you stick to the contract terms and pay onti,e and finish the paymenst before the end of the contract. the OP failed so full interest was added to their account. this si 100% LEGAL and very have not dont anything wrong. the OP failed to make a payment, so very acted as per the terms the OP agreed too.

As a few people have already remarked, the representative's comments offered no help or empathy. It is a prerequisite of anyone working in customer service, to show some sort of understanding for the customer's issues. The representative didn't even get close to showing that they understood their customer's problem, nor demonstrated any willingness to even try.

The e-mail addressed supplied, was to provide further information, not to offer help. This is not the first time the representative from Very has ignored the needs of their customers and just merely quoted their terms and conditions, even when the terms have been proven to be unenforceable. I remember some time back, the representative claiming they complied with the DSRs, but they hadn't. I also remember some posters arguing that, because they were a well established company, with a large turnover, they couldn't possibly be wrong.

wealdroam

Flyboy152 wrote: »

This is not the first time the representative from Very has ignored the needs of their customers and just merely quoted their terms and conditions, even when the terms have been proven to be unenforceable. I remember some time back, the representative claiming they complied with the DSRs, but they hadn't. I also remember some posters arguing that, because they were a well established company, with a large turnover, they couldn't possibly be wrong.

Are you suggesting that Very are wrong to be charging interest for the whole term then?

System

Flyboy152 wrote: »

As a few people have already remarked, the representative's comments offered no help or empathy. It is a prerequisite of anyone working in customer service, to show some sort of understanding for the customer's issues. The representative didn't even get close to showing that they understood their customer's problem, nor demonstrated any willingness to even try.

The e-mail addressed supplied, was to provide further information, not to offer help. This is not the first time the representative from Very has ignored the needs of their customers and just merely quoted their terms and conditions, even when the terms have been proven to be unenforceable. I remember some time back, the representative claiming they complied with the DSRs, but they hadn't. I also remember some posters arguing that, because they were a well established company, with a large turnover, they couldn't possibly be wrong.

I find it refreshing for a company not to cave just because a customer has complained on a forum. The customer messed up and should pay the penalty. Very haven't done anything wrong

railbuff

goater78 wrote: »

I find it refreshing for a company not to cave just because a customer has complained on a forum. The customer messed up and should pay the penalty. Very haven't done anything wrong

I think Flyboy152 wanted the Very rep to go through their customers full account history etc. on a public forum to breach data Protection laws.

the Very rep explained their terms for missing a payment and gace the OP an email address to contact them direct which i would say is helpful without going into account details on a PUBLIC forum

timbstoke

Flyboy152 wrote: »

As a few people have already remarked, the representative's comments offered no help or empathy. It is a prerequisite of anyone working in customer service, to show some sort of understanding for the customer's issues. The representative didn't even get close to showing that they understood their customer's problem, nor demonstrated any willingness to even try.

It seems to me that the rep fully understands the customers issues - she missed a payment and is hoping to avoid having to pay the interest as a result. An understandable stance that pretty much all of us would chance our arm at should we find ourselves in a similar situation, but hardly Very's problem.

I'm not sure that empathy would really be much good to the OP. What she received was a concise answer and contact details for customer service. Given that OP says she has already contacted customer service and therefore already knows they're declining to waive the fee, I'm not sure what else you were expecting them to say?

Flyboy152

wealdroam wrote: »

Are you suggesting that Very are wrong to be charging interest for the whole term then?

Where did I write that?

Flyboy152

railbuff wrote: »

I think Flyboy152 wanted the Very rep to go through their customers full account history etc. on a public forum to breach data Protection laws.

Really? Where did I even give that impression? For goodness sake, is it impossible to have a grown up debate on this forum?

the Very rep explained their terms for missing a payment and gace the OP an email address to contact them direct which i would say is helpful without going into account details on a PUBLIC forum

No one has even suggested, not even in the slightest, that the Very representative goes into account details.

I swear that people totally ignore the purpose of this site. It is like they just come on here for a flippin' fight. They pretend to read something that isn't there, just to pick an argument. A word to the wise, "it doesn't help anyone."

wealdroam

Flyboy152 wrote: »

wealdroam wrote: »

Are you suggesting that Very are wrong to be charging interest for the whole term then?

Where did I write that?

Oh dear, here we go again.
Flyboy, why do you always answer a question with another question?

I did not state that you had written that.
Read again, I asked whether that is what you were suggesting when you wrote...

Flyboy152 wrote: »

This is not the first time the representative from Very has ignored the needs of their customers and just merely quoted their terms and conditions, even when the terms have been proven to be unenforceable.

The implication in your statement is that this is another example of Very ignoring the needs of their customers.

Clearly the needs of the customer in question are to not pay the interest.

I ask again... do you think that Very are wrong to be charging interest for the whole term?

It's a simple question... in fact a yes or no answer will suffice.

Flyboy152

timbstoke wrote: »

It seems to me that the rep fully understands the customers issues - she missed a payment and is hoping to avoid having to pay the interest as a result. An understandable stance that pretty much all of us would chance our arm at should we find ourselves in a similar situation, but hardly Very's problem.

I'm not sure that empathy would really be much good to the OP. What she received was a concise answer and contact details for customer service. Given that OP says she has already contacted customer service and therefore already knows they're declining to waive the fee, I'm not sure what else you were expecting them to say?

The point is that the representative's job is to deal with customers. No matter what the problem is, they are required to empathise and understand. The curt and and disinterested reply from the representative was bordering on rude and was certainly not very helpful. There may well be an appeals process, for example, there might be a optional payment method, there might be a way to escalate the query. But, the representative on this forum did not seem willing to help at all.