Shurgard over-refunded me then referred to a debt collector

samwardill

I recently ended my Shurgard storage agreement. I cancelled my direct debit after I had moved out. Shurgard gave me a bank credit for almost 1 month's rental. A few weeks later I got a letter chasing me via a debt collector for the bank credit that they incorrectly paid to me. I am really annoyed. Any ideas what to do?

powerful_Rogue

samwardill wrote: »

I recently ended my Shurgard storage agreement. I cancelled my direct debit after I had moved out. Shurgard gave me a bank credit for almost 1 month's rental. A few weeks later I got a letter chasing me via a debt collector for the bank credit that they incorrectly paid to me. I am really annoyed. Any ideas what to do?

If you was incorrectly paid it and we're not entitled to it, then pay them back.

samwardill

powerful_Rogue wrote: »

If you was incorrectly paid it and we're not entitled to it, then pay them back.

I'm happy to pay it back but not via a debt collector and only when they send me a proper invoice detailing what they think I owe (in GBP). The amount they are claiming is more than what they refunded me and it is in Euros. I don't know why.

powerful_Rogue

samwardill wrote: »

I'm happy to pay it back but not via a debt collector and only when they send me a proper invoice detailing what they think I owe (in GBP). The amount they are claiming is more than what they refunded me and it is in Euros. I don't know why.

Then you need to tell the debt collection company that the debt is in dispute. It should then get referred back to the storage company.

Have you contacted the storage company to find out what the situation is?

agrinnall

And did you contact the storage company when the overpayment was made to offer to repay the extra, or did you take the money and hope that they wouldn't notice?

samwardill

agrinnall wrote: »

And did you contact the storage company when the overpayment was made to offer to repay the extra, or did you take the money and hope that they wouldn't notice?

I didn't realise they had overpaid me.

Do I live on another planet from the respondents? On the planet I live on some people consider it extremely poor customer service to send in debt collectors to recover an amount you have incorrectly paid to someone. A polite request apologising for the oversight and requesting reimbursement is far more likely to be effective!

powerful_Rogue

samwardill wrote: »

I didn't realise they had overpaid me.

Do I live on another planet from the respondents? On the planet I live on some people consider it extremely poor customer service to send in debt collectors to recover an amount you have incorrectly paid to someone. A polite request apologising for the oversight and requesting reimbursement is far more likely to be effective!

I totally agree, however it does not negate the fact that you have money from them you shouldn't have.

Have you contacted the storage company to query this and why they instructed the debt collectors? Can also repay the overpayment whilst you're on the phone to them.

samwardill

I did contact Shurgard and asked them for detail of what they thought I owed. I said I was willing to pay any debt provided they called off the debt collectors. They refused to call off the debt collectors

agrinnall

Why don't you calculate what you think the overpayment was and offer to pay that to Shurgard?

NBLondon

If the overpayment was all one lump - ask your bank to reverse it? That gives you an extra defence that you have shown you are willing to pay what you genuinely owe them.


I think the OP is right to challenge though - Why didn't Shurgard just reverse the incorrect payment to start with? Why is it in Euro - could the fact that it's in Euro mean the different amount is due to currency fluctuations?


Thought for anybody - is it actually a debt if they haven't asked you to pay it? How would the OP know what is an overpayment and what is an ex-gratia payment?

samwardill

I've managed to pay Shurgard now. I hope that negative feedback will make them reconsider their policy of immediate referral to debt collectors. This was a very unpleasant way to end my relationship with this company. See http://fee.fo/IhULKZ for my review or feel free to like my Facebook post at https://www.facebook.com/ShurgardSelfStorage/posts/721419767960948