Very.co.uk wrong D.O.B

hunnycat

hi,

sorry i didnt know where to put this but i suppose its closest to a CC.

My husband has a very account, we have used it for 5 years with no problems and no missed payments or interest paid.
About 6 months ago we couldn't access the account online. This wasn't much of a problem as we had stopped using it and i had opened my own ( i had previously been unable to pass credit). We were just paying of the balance.
We couldnt see statements and called up, we were told his date of birth was incorrect on the account and we had to prove his date of birth. In the meantime they are adding charges for late payments when we dont know how much to pay due to no statements ( he was paperfree)
Checking his experian credit file there is no very account at all on there. Is he liable for this account? I want to pay what we owe, i have a rough idea how much it was before all this happened but is he liable for the charges as its been their error. I was going to write to them to ask for a final figure before they added the interest/charges. I got a statement the other day which is about double the figure which i last saw 6 months ago.

I want to get it settled asap as we are taking out a new mortgage at the end of August!

thanks in advance.

callum9999

hunnycat wrote: »

hi,

sorry i didnt know where to put this but i suppose its closest to a CC.

My husband has a very account, we have used it for 5 years with no problems and no missed payments or interest paid.
About 6 months ago we couldn't access the account online. This wasn't much of a problem as we had stopped using it and i had opened my own ( i had previously been unable to pass credit). We were just paying of the balance.
We couldnt see statements and called up, we were told his date of birth was incorrect on the account and we had to prove his date of birth. In the meantime they are adding charges for late payments when we dont know how much to pay due to no statements ( he was paperfree)
Checking his experian credit file there is no very account at all on there. Is he liable for this account? I want to pay what we owe, i have a rough idea how much it was before all this happened but is he liable for the charges as its been their error. I was going to write to them to ask for a final figure before they added the interest/charges. I got a statement the other day which is about double the figure which i last saw 6 months ago.

I want to get it settled asap as we are taking out a new mortgage at the end of August!

thanks in advance.

It's his debt so yes he's liable. I don't understand why they refused to tell him how much he owed though - surely they could verify his identity with other security questions?

I'd certainly argue that if they are refusing to tell you what you owe then you can't be expected to pay any interest or late charges, but can't he work it out himself? Unless this is a long-term debt, can't he just check his email purchase receipts?

chanz4

if you want a mortgage I would be quick

hunnycat

we have a mortgage all in place and ready to go.

They point blank refused to tell him any information on one call but when we tried again to get a statement the person let him pass security with his D.O.B then when they read the file they said oh that was the wrong D.O.B. The additional security questions were about payments and purchases but it was so long since we bought anything on it and had only tried to access it to pay the buy now pay later before the interest went on.
We are not trying to avoid paying, i just dont want to pay the interest & charges as if they had sent the statement i would have cleared it. We cant figure out exactly what he owes as its been so long since we got a paper statement. We got one the other day but it had a balance brought forward from last month on which is including charges but no breakdown.
This account was originally opened as i couldnt get one so he doesnt know much about it.

shortcrust

Have the charges built up over time or since you contacted them? You mention you've not been able to access you account for six months. I think if you've got online statements you have a responsibility to check them, and that includes taking appropriate steps (i.e. calling them up quickly) to sort a problem with accessing the site. If they've been building up for six months I can't see how the incorrect DOB is the cause.

hunnycat

shortcrust wrote: »

Have the charges built up over time or since you contacted them? You mention you've not been able to access you account for six months. I think if you've got online statements you have a responsibility to check them, and that includes taking appropriate steps (i.e. calling them up quickly) to sort a problem with accessing the site. If they've been building up for six months I can't see how the incorrect DOB is the cause.

It was a Buy now pay later purchase, i tried to access the account and it was locked by very. we contacted them straight away. they sent one statement at that point but the account was still locked, we paid about half the balance as the full amount was not due until June, we tried to contact them again as no further statements were sent. We then tried another time and the guy accepted the details but then read the notes and said he couldn't help as we supplied the wrong D.O.B (which he said had passed security)
.
In June the bnpl came to an end and all the interest or i think it has been as the statement they have sent saying we are late with payment doesn't have a breakdown.

I admit this has been pushed to the back of our thoughts at times as we are in the middle of buying this new build which is delayed 8 months and we have been dealing with lots of other paperwork. Again i do want to pay but i dont see why we should have to pay charges as they didnt send statements and have locked him out of online access.