ACE - not what I'd call them!

Tinkywinks108

Last Christmas, I searched around on the internet for a train set to give to my sons, until I found one which I thought to be the best value, at Ace gifts and cards. I tried to pay the full amount on line and was a bit annoyed to find I couldn't, only to be told I would receive statments in the post with the payments split into monthly installments. This was a bit pre-historic for me, I haven't done anything like that in years, all my bills are paid by direct debit, I pay for my goods outright, I haven't even physically walked into my bank for about 5 years. Anyway, I received the statements, put them on my to do pile, and....kept forgetting to get to the bank. I'm a single parent with twins and have a hectic life. Because I was late with the first payment, they charged me £20 administration fees and £2.27 service charge. I thought this was utterly ridiculous and just paid what I owed them for the product. But they kept sending me payment reminders for the late charges and piling on more fees each time, until they wanted £109.72 in charges altogether. I called them up and said no way was I paying it. I told them I would have been happy to have paid the full amount at the time of ordering the product, but could now see why they do not operate like that, basically they are ripping people off with late charges. The operator told me no, the reason they do not take payment straight away is in case the product is out of stock (feeble!). I told her that I was a single parent on benefits and couldn't afford to pay, so she then decided to 'let me off' all the charges except for the initial £20. I agreed just to get her off the phone. I know there is probably some small print somewhere which explains all this, but this is obviously such a scam and I don't really even want to pay the £20, (a lot of money for me), considering one of the reasons I chose to buy the trainset at Ace was because they were cheaper than anywhere else. If I refuse to pay the £20, might I get blacklisted? I am also posting this to warn others about shopping at Ace or companies that operate in a similiar way.

Blacksheep1979

They may have already entered details on your credit record (best to check with equifax/experian - you can get a 30 day free trial of their service online, just remember to cancel it). These charges will be just the same as bank charges if they cannot prove that they reflect their true costs and so you shouldn't have to pay them or if you do you can claim them back.

fudgeukraine

Sorry but from what you've mentioned it does seem your own fault. Just because you do everything electronically and online doesn't mean anyone else has to. You've said yourself that you did receive invocies but you forgot about them. Although it's sad They're within their rights to levy late penalty fees for non-payments.

Blacksheep1979

fudgeukraine wrote: »

They're within their rights to levy late penalty fees for non-payments.

Nope, they're not - its exactly the same principle as with bank charges. They can charge their true costs for you being in breech of contract but nothing more.

Broke_Student

fudgeukraine wrote: »

Sorry but from what you've mentioned it does seem your own fault. Just because you do everything electronically and online doesn't mean anyone else has to. You've said yourself that you did receive invocies but you forgot about them. Although it's sad They're within their rights to levy late penalty fees for non-payments.

I think the point the OP is trying to make that even though it may be her own fault, it is the companies fault that she was put into that situation in the first place. They made it difficult to pay the full amount and therefore she had to deal with monthly payments and incurred charges as a consequence. It is feasible that this was the companies intention and that they are playing with a leagle loophole or 'scam'.

RibAd

I think it's a bit odd that they would not give the option to pay the money upfront - especially if they selll the policy online! Breaking it down to monthy installments is ok if it's something like a couch or computer.... but a train set??

*Louise*

My mum has recently had a similar problem with this company....

She found a couple of things she wanted for her grandson's b.day - it came to just over £30. Phoned up, and asked to pay straight away over the phone, but was told that they couldn't accept payment and she would have to wait for an account statement to be sent out.

Few days later she gets a letter saying she has been turned down for an account

Tried again to phone and pay, but to no avail......stupid company.

Tinkywinks108

Thanks to everyone for your comments, yes I do realise it's my own fault for not paying up on time, but the charges here are totally unreasonable and the fact they don't let you pay upfront for the product just goes to show that they want to make money in this unethical way. Louise, I can't believe your mum was turned down....what company, in their right mind, refuses full payment for a product?!!! Even the fact that when I refused to pay any of the charges, she immediately took £90 off the amount owed...not that I'm complaining...but if I had been intimidated like many people might be, then I would have paid out the money leaving myself without grocery shopping money. You just can't do that to people and I don't believe it cost them £109 to send out some letters. They are charging these amounts to make a profit.

Blacksheep1979

Did you ever have a proper credit agreement with them?

momisa

Hi Sharada

I had an account with ACE for a few years. Whilst they are a tad daft in not allowing people to pay up front initially, once an account is set up you can pay the balance. So, as soon as you received the first statement I'm sure you could have paid it if you wanted/remembered to. TODO piles are great if you DO them

Anyway, as you say most of the charges have been dropped but you did agree over the phone to pay the £20. There was probably a note added to your account details stating this. Because this has gone on for many months your credit file will definately have been marked for the missed payments by now and you can't change that unfortunately.

I understand your feelings and fully appreciate your view of ACE. I would NEVER, EVER buy anything from them again!! However, to easily resolve this, I would suggest that you pay the £20 asap. Then, go thru the statements, and follow Martin MSE guide to reclaiming charges. I know it's time consuming and very annoying but this £20 is unlawful and for a little time and postage stamp you should get it back.

One thing that ACE was very good at was sending items which I wasn't happy with, I'd send them back and then would have to fight with the staff who never understood how interest works. I'd have to tell them that I want the cost of the product back plus any interest that had been charged to my account between it being sent and returned.
ABSOLUTE NIGHTMARE as this happened far too often. :mad:

Good luck

Morglin

I don't like Ace much, as I pay them in full and once had a problem with the fact that the cueque went astray.

But, to be honest, you did forget to pay, and as they have lowered the charges to £20, I would be inclined to pay it just to close the matter.

Most catalogues don't bill you until you have the goods.

Lin