Issue with 118 118 Money

Janets_Daughter

Good Evening All,

I hope I’m posting this in the right place.

I paid off a loan with 118 Money on 27.7.18 via bank transfer, which was a Friday, I called them on the following Monday to make sure that they received the payment and my account was settled. They confirmed they had and that as far as they were concerned the account was closed.

I checked my account online over the next few weeks and my account was still showing a balance of £249.98. I called twice to follow up and kept being assured that they had passed my paperwork up to the managers, but they were being a bit slow to update. That I shouldn’t worry because, on their end, my account was closed, settled and actually £20 in credit.

So, yesterday I received a account summary letter still showing a £249.98 balance. I checked my account online again. It was showing a balance of £1,120.14 and that I’m now two payments (£160.02) in arrears! I called, again and they apologised and said they had passed the paperwork up to the managers (for the fourth time). Unfortunately, they could not give me a timeframe for when it would be dealt with, so I raised a complaint.

Today I received two texts from them saying that if I did not pay the arrears on my account they would lodge a default on my credit file, so I called them again! They said that the would pass it up to the managers, but there was nothing more they could do.

I’m planning to buy a house next year and have been paying off all my debts. The last thing I need is a default on my file.

Is there anything more I can or should be doing?

Thanks for bearing with my long post!

sourcrates

Hi,


You have done the right thing by lodging a complaint.


Ignore the messages from them, they will be computer generated, triggered by there inability to do there jobs correctly.


They will have 8 weeks in which to resolve your complaint, if they do not do so to your satisfaction, you can then escalate the matter to the financial ombudsman service, who will sort the matter out once and for all.


Any adverse information put on your credit file, can be removed by following the correct procedures, so don't worry.

Janets_Daughter

Thanks for your reply.

I do feel reassured by your comment, I’ll just leave it for a another week and maybe call again.

Thanks again!