Very.co.uk exceptionally poor customer service & gross fines

hollyblue80

If anyone could help with this i'd be hugely appreciative. Okay, so...I phoned up very in Jan & said i wanted to pay all
outstanding money on my acc & close it. A rep guided me
through this, said i'd incurred a fee for late payment
(around £18) gave me the total & I paid over the phone
via card. I asked her to confirm that this was all
settled which she did - I even asked her again to assure
me that nothing else was outstanding which again she
confirmed. A month later I received a call from very
stating I was overdue with a payment & had incurred a
fine.When i specified that this couldn't be the case due
to the fact that i had settled my acc & relayed my
conversation in jan with the very rep, i was told that
this call would be investigated as all calls were
recorded and very would get back to me, but not to
worry. Under the impression that this was being looked
into, i awaited a call/e-mail from very explaining that
there was a mistake and expressing apologies, however
the next call i received was from a debt collecting
company asking me to make immediate payment, this was is
late feb i believe. I stated that there must be a
mistake as this matter was being investigated as there
cannot be an outstanding amount on my account as it had
been paid fully.. The debt company said they couldn't do
anything but to speak to very. I phoned up very and was
told that they would chase this with the last rep i
spoke to & get back to me. I received no call so a few
days later yet again I called to find out what was going
wrong, the rep had no idea but said they would pass this
on to their manager to review and they would call me
within 24 hrs, I received no call so phoned again.
another rep promised that their manager would get back
to me & they would track the original call, which
neither did. I phoned back again & a rep told me that i
hadn't paid it fully and had to pay everything now,
including incurred charges for late payment. I decided
to e-mail the company hoping that I may be able to get
through to someone who could shed light on a) whether my
calls had been investigated as promised b) why no one
was getting back to me as promised c) why i was being
charged for very's failure to rectify the situation & d)
why was I the one chasing to sort this out & being
charged whilst very continually failed to get back to
me. I receieved an automated e-mail saying someone will
get back to me within 6 hours, no one did. I emailed
again & received the same automated message, no one got
back to me either. I kept emailing with no response
until finally a rep replied answering none of the q's
but simply saying i must pay it. I then decided to phone
as a final attempt (this is now in march) to sort it out
as the whole situation was becoming extremely stressful.
The rep explained that he would credit me with £15 for
the calls I was having to make but was not authorised to
do any more and my best bet was to e-mail hq, however he
failed to pass on the contact info. So this is what I'm
doing, it's been an utterly stressful situation, where
the debt I now owe is I believe well over £100. I called
to settle my account on 13 Jan and explained that if
there were any charges before this period which were
unpaid (even though the rep said I'd paid this) i was
willing to pay this but incurring gross charges whilst
awaiting/chasing an outcome/explanation is absolutely
disgusting. It's been an utterly stressful experience &
also due to the fact that I already called to settle my
account & was told this had been settled i have
absolutely no faith that if I was to make this payment
that this would happen all over again.This is my last
attempt to contact the company before seeking legal action, I
have attempted so many times to sort this out & am
absolutely appalled by the service I have received & how
these actions are damaging my credit rating. Any advice greatly appreciated! Thank you in advance!

notanewuser

Any chance of you putting some paragraphs in? Nobody wants to read a wall of text!

hollyblue80

Sorry, this is so long. Am not at the stage of being able to shorten it.

Okay, so...I phoned up very in Jan & said i wanted to pay all
outstanding money on my acc & close it. A rep guided me
through this, said i'd incurred a fee for late payment
(around £18) gave me the total & I paid over the phone
via card. I asked her to confirm that this was all
settled which she did - I even asked her again to assure
me that nothing else was outstanding which again she
confirmed.

A month later I received a call from very
stating I was overdue with a payment & had incurred a
fine.When i specified that this couldn't be the case due
to the fact that i had settled my acc & relayed my
conversation in jan with the very rep, i was told that
this call would be investigated as all calls were
recorded and very would get back to me, but not to
worry.

Under the impression that this was being looked
into, i awaited a call/e-mail from very explaining that
there was a mistake and expressing apologies, however
the next call i received was from a debt collecting
company asking me to make immediate payment, this was is
late feb i believe. I stated that there must be a
mistake as this matter was being investigated as there
cannot be an outstanding amount on my account as it had
been paid fully.. The debt company said they couldn't do
anything but to speak to very. I phoned up very and was
told that they would chase this with the last rep i
spoke to & get back to me.

I received no call so a few
days later yet again I called to find out what was going
wrong, the rep had no idea but said they would pass this
on to their manager to review and they would call me
within 24 hrs, I received no call so phoned again.
another rep promised that their manager would get back
to me & they would track the original call, which
neither did.

I phoned back again & a rep told me that i
hadn't paid it fully and had to pay everything now,
including incurred charges for late payment. I decided
to e-mail the company hoping that I may be able to get
through to someone who could shed light on a) whether my
calls had been investigated as promised b) why no one
was getting back to me as promised c) why i was being
charged for very's failure to rectify the situation & d)
why was I the one chasing to sort this out & being
charged whilst very continually failed to get back to
me.

I received an automated e-mail saying someone will
get back to me within 6 hours, no one did. I emailed
again & received the same automated message, no one got
back to me either. I kept emailing with no response
until finally a rep replied answering none of the q's
but simply saying i must pay it.

I then decided to phone
as a final attempt (this is now in march) to sort it out
as the whole situation was becoming extremely stressful.
The rep explained that he would credit me with £15 for
the calls I was having to make but was not authorised to
do any more and my best bet was to e-mail hq, however he
failed to pass on the contact info. So this is what I have
done, it's been an utterly stressful situation, where
the debt I now owe is I believe well over £100. I called
to settle my account on 13 Jan and explained that if
there were any charges before this period which were
unpaid (even though the rep said I'd paid this) i was
willing to pay this but incurring gross charges whilst
awaiting/chasing an outcome/explanation is completely unreasonable. It's been an utterly stressful experience &
also due to the fact that I already called to settle my
account & was told this had been settled i have
absolutely no faith that if I was to make this payment
that this would happen all over again.

This is my last
attempt to contact the company before seeking legal action, I
have attempted so many times to sort this out & am
absolutely appalled by the service I have received & how
these actions are damaging my credit rating.

So far I've received one response stating each of the charges and reassuring me that a specialist team will look into this. I have no faith that this will be sorted out and am really worried I'm incurring fines throughout every promise made to resolve this.

Sorry it's so long and rather incoherent - I'm trying to juggle f/t childcare & a new job and finding the time to sort this is really difficult, I've spent literally hours calling them, let alone the time spent worrying about it. I have no other idea what to do - just posting this to warn people & a last hope to rectify this.

Thanks.