Woolworths has defaulted my account by error

Pacman1

I opened an online account with Woolworths in December 2012 and placed an order in the same month using the BNPL (Buy now pay later) for 12 months meaning I didn't have to pay anything until JAN 2014. This has been confirmed by them twice over the phone. However after receiving a letter from a debt collection company in February 2014 stating that my account had defaulted I then realised that Woolworths had sold my account as a default in August 2013 in addition to this I had made a full payment in November 2013, and I have a confirmation email stating this. Confusing I know, so am I! Further to this Woolworths won't discuss the reason why they sold my account as a default before notifying me of any arrears and before the 12 month period was up. This has now effected my credit rating, caused me stress, extra expenses and not to mention the time consuming calls backwards and forwards between Woolworths arrears department and the debt collection company. I would appreciate any advice in how to rectify this disastrous situation and what kind of compensation is owed to me. Also just so you know I am awaiting an SRA to arrive to confirm everything and the debt collection company has requested more info from Wololworths back in Feb 14 with no reply yet. Please help .... :mad:

piedmontboot

Pacman1 wrote: »

I opened an online account with Woolworths in December 2012 and placed an order in the same month using the BNPL (Buy now pay later) for 12 months meaning I didn't have to pay anything until JAN 2014. This has been confirmed by them twice over the phone. However after receiving a letter from a debt collection company in February 2014 stating that my account had defaulted I then realised that Woolworths had sold my account as a default in August 2013 in addition to this I had made a full payment in November 2013, and I have a confirmation email stating this. Confusing I know, so am I! Further to this Woolworths won't discuss the reason why they sold my account as a default before notifying me of any arrears and before the 12 month period was up. This has now effected my credit rating, caused me stress, extra expenses and not to mention the time consuming calls backwards and forwards between Woolworths arrears department and the debt collection company. I would appreciate any advice in how to rectify this disastrous situation and what kind of compensation is owed to me. Also just so you know I am awaiting an SRA to arrive to confirm everything and the debt collection company has requested more info from Wololworths back in Feb 14 with no reply yet. Please help .... :mad:

Do you have the original paperwork and finance agreement? As well as dealing with Woolworths, it might be worth putting a complaint in with the credit company, who would need to keep to certain timescales when dealing with a complaint.

Pacman1

Thanks for your reply.

I believe the paperwork is in my online account which woolworths have locked me out from as the account is with Lowells. Although Lowells have now today sent the account back to woolworths and im awaiting confirmation from Lowells to say woolworths have it back, officially.

Today I have called woolworths 7 times asking about the sar payment as I didnt send it yet because I wasn't sure if I need to make it out to someone but they keep putting me on hold and then hanging up.

Thier terrible service has left me no option but to lodge an official complaint with the 8 week deadline and Im also sending a SAR both tomorrow. I am no longer going to call as they are fobbing me off now obvioulsy.

Im now furious at them and I want to take them to court as its clearly thier mistake (as stated by Lowells too) and im willing to do all thats necessary. This will get interesting..

Do I just send a blank £10 postal order?..

Thanks for your help in advance..

Pacman1

P.s iv spent all day leaning the legal process by reading all relevant posts, phoning ICO, Fos and CAB.. Now I understand what I need to do legally and the timeframes involved. Although I do appreciate your assistance and I will keep this thread updated..

Thanks again..

As for the postal order, I guess I just send a blank one and get confirmation of it being cashed?...

SimonSays

Woolworths is Shop Direct Group. Finance is provided by Shop Direct Financial services limited.

Did you pay for your delivery charge? As if you didn't and that portion was outstanding theyve been known to default for that.

Pacman1

I believe it was all incorporated into my two purchases. As I never got any letters or notifications of arrears. I have an order confirmation email dec2012 payment processing email nov2013 and then the next time I heard anything was feb2014 from fredicksons of a default..

Do I just send a blank P.O or to the finance group?..

Thanks..

SimonSays

The delivery charge is never put on BNPL

You make them payable to Shop Direct Group

Pacman1

Good point. Maybe that is why. I guess the only way to find out is by receiving the SAR or by getting access to my online woolworths account once they have it back so I can see the details. I will updat you..

Pacman1

Just like magic, i can now log into woolworths and see my account, but the first statement starts from May2013

Pacman1

Balance from last statement £615.36
Item Group Transaction date Item number Description Item cost Credit
PAYMENT NOT RECEIVED
Other Items 04 May 2013 Debt Collection Letter Fee £12.00 -
13 May 2013 Missed Minimum Payment Fee £12.00 -
13 May 2013 Account Interest £2.01 -
Your new total this month (including Buy now pay later items) £641.37
Summary of your Buy Now Pay Later Purchases:

Statement date - Statement number - Balance
Dec 2013 (Statement 14) - Balance £516.20 - You Can Avoid The Interest On These Buy Now Pay Later Item(s) By Paying The Balance By 12 Jan 2014

Pacman1

Pacman1 wrote: »

Balance from last statement £615.36
Item Group Transaction date Item number Description Item cost Credit
PAYMENT NOT RECEIVED
Other Items 04 May 2013 Debt Collection Letter Fee £12.00 -
13 May 2013 Missed Minimum Payment Fee £12.00 -
13 May 2013 Account Interest £2.01 -
Your new total this month (including Buy now pay later items) £641.37
Summary of your Buy Now Pay Later Purchases:

Statement date - Statement number - Balance
Dec 2013 (Statement 14) - Balance £516.20 - You Can Avoid The Interest On These Buy Now Pay Later Item(s) By Paying The Balance By 12 Jan 2014

I opened my acc in dec2012 and placed my one and only order dec2012, how comes my statements only start from may2013 with all the added fees?..