isme acc now very I didn't know I ordered on wrong very acc thought I had one account

MissG_2

I bought something from very on buy now pay 6 months later, I always pay in full when I have decided what I am going to be keeping and when they have received what I have sent back. When I have gone into my account at a later date my account was £0 and I assumed I had paid it and thought no more. A couple of weeks ago I received a text saying a payment is due, I checked my account and it was still £0, to settle my mind I rang them to see what the balance was and it was £0 again. I question why I was getting a text if the balance was £0, I was told it was sent in error and to ignore it, double checking I asked if I defiantly didn't owe anything and again they said I owed them nothing. The other day I got a statement with late charges and the amount owning, I rang them up and while waiting I discovered it was a different account number. When I spoke to the adviser I discovered I now have two accounts, my isme account has become a very account and because of that I have been going into the wrong account, I have been going into my what I thought was my one and only account. When I have been checking and receive a text saying very account you naturally don't question yourself if you have 2 very accounts. I was told I have to pay the late charges, as it's my own fault for not paying which has also given me a default on my perfect credit record. On their website the other day I have a screenshot of my account number (which has now become very) next to the words isme, to me that is telling me my account number is my isme account not a very account, if I was aware of this I would never of ordered it on the wrong very account. I tried to get to the bottom of it by ringing to make sure my account was £0. If I was going to completely ignore I owed money and not pay it I would never of even attempted to ask why I was getting the text messages making sure my account was £0. I tried to complain through resolver, but they refuse deal with the complaint because the resolver email address is not my email address on the account. I don’t know what to do for the best; I don’t understand why they didn’t close people’s accounts if they already have a very account. All suggestions appreciated:mad::mad:

[Deleted User]

Could you summarise it into bullet points?

BorisThomson

When you first ordered the item the invoice would have had an account number. Does this correspond to the account you checked?

Why did you assume you had paid when you knew you hadn't? Did you think you were getting a freebie?

sourcrates

A quick look at the Very website has explained what has happened here.

Message on there website :

"Welcome to Very, Isme customers! As Isme has now
closed, you can use your Isme account to sign in and shop
online with Very. All your account details stay the same."

https://www.very.co.uk/isme-becomes-very.page


You do not have two accounts, your Isme account closed down, and has been transferred to Very, as explained above.

No doubt you would of been informed about this, but a written complaint to Very stipulating you were not informed of the change, hence the confusion, may yield results.

MissG_2

BorisThomson wrote: »

When you first ordered the item the invoice would have had an account number. Does this correspond to the account you checked?

Why did you assume you had paid when you knew you hadn't? Did you think you were getting a freebie?

I never checked the invoice, I was only aware that I had one very account and when I log into my online account I use my email address not my account number which I don’t know.

No, I never thought I was getting a freebie, like I said I rang up the same day when I received the text from VERY (my isme) account willing to pay it if there was any outstanding amount. I was told to ignore it, it was an error, I was never asked if I had an Isme account and that could be why I received a text telling me a payment for VERY account (my Isme) was due. I assumed I had paid it because I had ordered other items on my VERY (my very) account; I paid the full balance of the account in full and assumed that it was included as my outstanding balance was £0

I originally bought one intending to keep it, a couple of days after receiving it I received a voucher code from VERY (which was actually turns out to be my Isme account) in the post offering a £25.00 discount if I spent over £50. I decided to order another and returned the one I had just received as it would be saving a lot of money, I tried ordering it online, but the promotional code wouldn’t work when I logged into my account. I rang Very, gave my details and explained to the adviser I had received the voucher code in the post, I had tried a couple of times but it wouldn’t accept it. The adviser asked for the voucher code and the item number and placed the order over the phone.

In reality what’s happened is, I get a letter from very (my Isme), I tried to place the order by logging into my VERY (my Very) account and the voucher wouldn’t work. I have rang VERY gave my VERY account number that is on my VERY letter (which was actually my Isme) and placed the order unknowing that in fact it wasn’t my VERY account (my Very) it was my VERY(my Isme)

After I rang and found out I have two very accounts, I logged into the first part of my Isme account expecting it to be very, it wasn’t it says isme yet I am getting mail and texts saying I owe VERY. The details it is showing on my Isme are

My accounts
Isme
Account number xxxxxx
Account holder name
Date registered
Last logged in which is blank


I know it’s confusing, I hope you can understand the situation more now. Thanks for any help I do appreciate it

sourcrates

See my post, #4# above.

That explains everything.

SnowTiger

MissG wrote: »

I never checked the invoice...

That leads to many problems.

MissG_2

sourcrates wrote: »

See my post, #4# above.

That explains everything.

Thanks for telling me of your previous message.

Isn’t closing my Isme account down, transferring it to very from my isme account giving me a second VERY account even though the account details are the same?

All mail and texts I have received has been VERY which is why I thought it was my VERY account, nothing indicated it was my Isme account. There would be no question about it, if I had of known it was my Isme account when I rang up about it I would of paid it in full, my intention has never been not to pay as I am genuinely not like that.

I put a complaint in through resolver, but they refused to assist me, as the email address created through resolver was not associated with my account. They suggested, calling, emailing or changing my email address, which I am going to change. I want to keep everything together in resolver so if it needs to be I can escalate it further to get it resolved

MissG_2

SnowTiger wrote: »

That leads to many problems.

I know that now, at the time I had no reason at all to question it. I won't be making that mistake again, a lesson learnt.