very.co.uk - anyone else feel like they've been STOLEN from and LIED to by very?

JemW123

So I've had my account for years, only had a few issues. Charged Intrest even though I've always paid the "take 3" amount or paid of BNPL items before the Intrest free period ends. What they don't tell you is they charge you Intrest on the £3.99 delivery charge.

Chasing up returns ect but over all it was ok. Until recently.

I ordered a waistcoat that was added onto my credit account. Turns out it wasn't available even though it was still available to order on the website. Anyway my account hadn't been refunded. I called up trying to chase it up got charged nearly £20 for the phone calls. Very said it had, I'm saying it hadn't. There was no where on my statement that said the amount had been credited. To make matters even worse is I'd made quiet a few payments off BNPL items and ordered a few things so to go through and manually work it out from my statement is near impossible because the way they do the statement are a nightmare.

Anyway I emailed them with my issue, I had also not had an item refunded that I'd returned and I wanted to change my payment date.

After about 10 emails backward and forwards I'm going round in circles. They also said they had credited my account the total amount it had cost me to call them (£17.22) which they haven't done.

They still say the amount was credited for the waistcoat, after saying I would have to wait up to two weeks until a new statement was issued for it to show. There's nothing showing on my new statement. They haven't chased up the lost item and they won't change my payment date because they issue a statement every four weeks assuming I wanted to pay it every month. I've told them I get paid every four weeks and I just want to move it in line with my pay day. They won't move it and can't give me a strait answer to why so I'm currently getting charged £12 late payment fee every month.

I then told them I'd gone through old statements and found a lot of discrepancies and I wanted to change paper statements so I could monitor things more closely. I've just got an email saying they no longer do paper statments.

Now to top it off I've checked some BNPL items that are due to be paid by May and items I've returned are still on the list. They show as being returned and the statments for that month but I'm still being charged for them. Surely that's not right? I've emailed them again braking everything down and explained I would like a reply to all issues not just one and the sweep the rest under the rug like they have done in the past ten emails.

After being fairly happy with Very, I now feel like I'm being ripped off and conned out of money. My account doesn't seem to add up. I'm being charged twice for items and not being refunded.

And if you add up all my BNPL amounts + my available balance + what my statements say i owe on take three, Intrest and charges - that should add up to my total credit amount but it doesn't.

Credit limit £3500

BNPL total £2086.3
Credit available £635.24
Purchase, charges and adjustment - £735.55

Total £3457.09 - £3500 CL = £42.91 <<< what's this?
Maybe I'm being an idiot but I never seems to balance.

Can I just add that where it says "purchases, charges and adjustments" it says underneath - "total transactions-this is a sumary of all the items ordered, returned or any other adjustments in the month." I haven't made any purchases or returns or payments since my last statement so nothing is waited to be added to this one so where is the £42.91?

Sorry for the rant but I'm feeling really frustrated with them and I was wondering if anyone feels the same?

wealdroam

JemW123 wrote: »

So I've had my account for years, only had a few issues. Charged Intrest even though I've always paid the "take 3" amount or paid of BNPL items before the Intrest free period ends. What they don't tell you is they charge you Intrest on the £3.99 delivery charge.

Chasing up returns ect but over all it was ok. Until recently.

I ordered a waistcoat that was added onto my credit account. Turns out it wasn't available even though it was still available to order on the website. Anyway my account hadn't been refunded. I called up trying to chase it up got charged nearly £20 for the phone calls. Very said it had, I'm saying it hadn't. There was no where on my statement that said the amount had been credited. To make matters even worse is I'd made quiet a few payments off BNPL items and ordered a few things so to go through and manually work it out from my statement is near impossible because the way they do the statement are a nightmare.

Anyway I emailed them with my issue, I had also not had an item refunded that I'd returned and I wanted to change my payment date.

After about 10 emails backward and forwards I'm going round in circles. They also said they had credited my account the total amount it had cost me to call them (£17.22) which they haven't done.

They still say the amount was credited for the waistcoat, after saying I would have to wait up to two weeks until a new statement was issued for it to show. There's nothing showing on my new statement. They haven't chased up the lost item and they won't change my payment date because they issue a statement every four weeks assuming I wanted to pay it every month. I've told them I get paid every four weeks and I just want to move it in line with my pay day. They won't move it and can't give me a strait answer to why so I'm currently getting charged £12 late payment fee every month.

I then told them I'd gone through old statements and found a lot of discrepancies and I wanted to change paper statements so I could monitor things more closely. I've just got an email saying they no longer do paper statments.

Now to top it off I've checked some BNPL items that are due to be paid by May and items I've returned are still on the list. They show as being returned and the statments for that month but I'm still being charged for them. Surely that's not right? I've emailed them again braking everything down and explained I would like a reply to all issues not just one and the sweep the rest under the rug like they have done in the past ten emails.

After being fairly happy with Very, I now feel like I'm being ripped off and conned out of money. My account doesn't seem to add up. I'm being charged twice for items and not being refunded.

And if you add up all my BNPL amounts + my available balance + what my statements say i owe on take three, Intrest and charges - that should add up to my total credit amount but it doesn't.

Credit limit £3500

BNPL total £2086.3
Credit available £635.24
Purchase, charges and adjustment - £735.55

Total £3457.09 - £3500 CL = £42.91 <<< what's this?
Maybe I'm being an idiot but I never seems to balance.

Can I just add that where it says "purchases, charges and adjustments" it says underneath - "total transactions-this is a sumary of all the items ordered, returned or any other adjustments in the month." I haven't made any purchases or returns or payments since my last statement so nothing is waited to be added to this one so where is the £42.91?

Sorry for the rant but I'm feeling really frustrated with them and I was wondering if anyone feels the same?

JemW123, welcome to the forums.

Just a small observation - isn't the £42.91 you mention the available unused credit still available to you?
In other words, Very are prepared to lend you up to £3500 - your credit limit - and you have used £3457.09 of that, leaving £42.91 still available for you to make further purchases.

JemW123

Hi thanks for the reply.

It says my available credit is £635.24.

The way the account is broken down is my BNPL amount then total transactions!(this is anything I've bought that I haven't put on buy now pay later), plus and Intrest charges or returns and then my remaining credit. This should add up to £3500 which is my credit limit but it doesn't. :S

wealdroam

JemW123 wrote: »

Hi thanks for the reply.

It says my available credit is £635.24.

The way the account is broken down is my BNPL amount then total transactions!(this is anything I've bought that I haven't put on buy now pay later), plus and Intrest charges or returns and then my remaining credit. This should add up to £3500 which is my credit limit but it doesn't. :S

£3500 minus £2086.30 = £1437.70

£1437.70 minus £635.24 = £778.46

£778.46 minus £735.55 = £42.91

£42.91 is you available credit after Purchase, charges and adjustment are deducted.

If your statement doesn't explain it, you will need to speak to Very to understand what Purchase, charges and adjustment means.

tomtontom

Are your emails to them quite so longwinded? That might be part of the issue, there's so much going on it's difficult to work out exactly what your point is. Perhaps worth being more succinct?

What they don't tell you is they charge you Intrest on the £3.99 delivery charge.

They do tell you this, very clearly. Some consumers fail to read it though.

Simple ways to avoid interest and account charges
Any delivery charges need to be paid in full up-front and will appear on your next statement.
We'll remind you when the payment is due!

unholyangel

wealdroam wrote: »

£3500 minus £2086.30 = £1437.70

£1437.70 minus £635.24 = £778.46

£778.46 minus £735.55 = £42.91

£42.91 is you available credit after Purchase, charges and adjustment are deducted.

If your statement doesn't explain it, you will need to speak to Very to understand what Purchase, charges and adjustment means.

But you've already deducted her available credit (of £635.24).

However OP should have a statement that looks something like this:
http://content.very.co.uk/assets/static/fs/pdf/Very_Account_Statement_Explained-v1.pdf

So it should give her more of a breakdown than has been said here so far.

wealdroam

unholyangel wrote: »

But you've already deducted her available credit (of £635.24).

I suspect that if we ever see a more detailed extract of the statement then that £635.24 will be shown as the available credit before the current month's transactions are taken into account (and what I am referring to here as 'current month's transactions' are probably listed as Purchase, charges and adjustment in the original post).

I would suggest that if the OP could post a scan of the actual statement, with personal details removed of course, then we would be in a better position to help her understand it.


Edited to add:
That statement you have linked to does indeed confirm that the Purchase, charges and adjustments figure is "the summary or all the items ordered, returned or any other adjustments in the month".

unholyangel

wealdroam wrote: »

I suspect that if we ever see a more detailed extract of the statement then that £635.24 will be shown as the credit limit before the current month's transactions are taken into account.

I wiuld suggest that if the OP could post a scan of the actual statement, with personal details removed of course, then we would be in a better position to help her understand it.

But if it was the credit available to spend before transactions were deducted, you wouldn't deduct the credit limit, you'd just deduct the transactions themselves iyswim?

I do agree though that we're unlikely to work it out based on what little information we've been given.

JemW123

Sorry it did turn into quite a long rant. It does state quite clearly now about the Intrest being charged on the delivery amount but in 2013 it wasn't so clear. I'm extreamly careful when it comes to accounts I don't have any credit cards or loans so this is the only account I've had with Intrest charges so I did a lot of research into the account when I opened it because I didn't understand it all.

My emails are fairly short and to the point. I've even numbered each issue this time.

I'm more worried about the items they say they have credited to my account but haven't, and items I've returned but are still on my BNPL amounts. The fact they have emailed me to say they have credited my account to cover the cost of the calls to them but haven't. It's there over all dishonesty. Also the fact the won't change my payment date - can they do that?

Thanks very much for taking the time to reply. I'll wait for next month statement to arrive then I'll see if the amount balances. I haven't made any purchases or returns for nearly two months so the only thing that should show up on my account/statements are my payments. My statement has been issued this month. This is where I got the above figures from and I'm due to make a payment on Friday. So in theory it should all balance.

unholyangel

JemW123 wrote: »

Sorry it did turn into quite a long rant. It does state quite clearly now about the Intrest being charged on the delivery amount but in 2013 it wasn't so clear. I'm extreamly careful when it comes to accounts I don't have any credit cards or loans so this is the only account I've had with Intrest charges so I did a lot of research into the account when I opened it because I didn't understand it all.

My emails are fairly short and to the point. I've even numbered each issue this time.

I'm more worried about the items they say they have credited to my account but haven't, and items I've returned but are still on my BNPL amounts. The fact they have emailed me to say they have credited my account to cover the cost of the calls to them but haven't. It's there over all dishonesty. Also the fact the won't change my payment date - can they do that?

Thanks very much for taking the time to reply. I'll wait for next month statement to arrive then I'll see if the amount balances. I haven't made any purchases or returns for nearly two months so the only thing that should show up on my account/statements are my payments. My statement has been issued this month. This is where I got the above figures from and I'm due to make a payment on Friday. So in theory it should all balance.

A friend of mine did have a similar issue a while back and despite being financially capable in many different ways, struggled to understand verys statement also. She actually had to ask me to go through it to see if I could make heads or tails of it.

Can't remember exactly how/what was wrong with it but it does add up, just not the way you would think it would. Kind of similar to that riddle of paying £10 each for a room, the room costing £25 so clerk gives £1 to each person as change and keeps the £2 for himself. That means each person paid £9 for a room - totalling £27 +£2 the clerk kept = £29 - wheres the other £1?

Its just the way its presented makes it seem like it doesn't add up.

NYGiants

unholyangel wrote: »

Kind of similar to that riddle of paying £10 each for a room, the room costing £25 so clerk gives £1 to each person as change and keeps the £2 for himself. That means each person paid £9 for a room - totalling £27 +£2 the clerk kept = £29 - wheres the other £1?

It's not a difficult riddle, 3 people pay £9 each (£27 total) for a £25 room, £2 left over, which the clerk keeps..