Very.co.uk

Bec692

Hi all,

Just looking for some advice. I bought a phone from very. It was March last year when the new S9 came out so I had it on the release date. Very was doing an offer for new credit customer get 10% off their first credit order. So I created an account and was offered a £500 credit limit. The phone was £699 and then with the discount I still had to put money towards it. I did it all over the phone as the discount code wasn’t working for the 10% off so the customer service advisor did it all for me and took my payment off the card. The phone call stated it was also a BNPL purchase for 12 month. So I had until next March to pay off which was brill as this was the full £500 to pay off over 12 month.
Then interest started to be added and Karen payment charges. So I called and called again disputing this was a BNPL purchase. They fobbed me off for months and months until I threatened legal action and someone then finally Listened to the phone call and contacted me. Then said it was a BNPL purchase and took the late payment charges and interested charges off the account. This was October. From March till October I had made 3 payments. 3 being at £35 and another £50. Making that £380 left to pay. Then when I went to pay more off the following month the account shot back up to £500. And I have been disputing it every since. In March it was referred to the specialist team to figure it out and someone to contact me ..
One of the reasons they said it was £500 again was they took the 10% discount off .. so I had to point out on my transaction history that the 10% was taken off as a welcome gift for a credit customer. I said on the phone to the lady, the BNPL is up soon as she told me it could take up to 6 weeks to be resolved. She reassured me any interests and late payment charges would be froze until it finished investigating and someone would call me and email me.
No one called, no one emailed. No one sent a letter.
I then checked my account still over £500 but they had adjusted my account back to £380 days before the BNPL was finished. And because I wasn’t told they had reduced it I missed the period to pay it off. I called again to complain and someone told me they would call me back. No one ever did. I called again and the same again. And each month the interest keeps adding and adding. It’s how over £600, my credit was only £500 to start off with and that’s with me paying another £50 last month. I just some advice please as they keep saying they will listen to calls and get back to me and no one does. I’m getting stressed over it and I have two kids to provide for by myself and this amount has doubled for what I should only owe
Sorry for the long essay!
Please help !!!!

Willing2Learn

Hi Bec692 and welcome to the forum

Have you got written evidence (email or letter) stating the transaction was a BNPL?

You need to forget about making phone calls. You need a paper trail. Write to Very and mark the letter ''COMPLAINT". Send the complaint letter by Royal Mail. Clearly state the complaint and how you would like the matter resolved.

Clive_Woody

Send them a cheque for £380 settling your account in full and briefly explaining the agreement you had in a letter of complaint. That way your account is settled, you can then sit back while they figure out the rest of it.

BoGoF

There was nothing stopping you paying what you thought should have been paid. I don't see why the fact your account was adjusted untill after the BNPL date stopped you paying the £380.

Whatever way you look at it you didn't pay off the £500 within the required timescale. Why only £50 last month when it is overdue?

Bec692

@boGof I didn’t pay the £380 due to my account never being at that amount due to interest charges etc. It took very a whole year from taking out the agreement to sort it
Out that’s why.
Also I did state in my statement that I told them the BNPL was due soon.. and they told me not to pay anything and it would be frozen and someone would contact me. Well no one contacted me. when I realised it was over the 6 weeks the account was put down back to £380 a couple of days before the BNPL ended, then shot back up with interest charges.

Bec692

No I don’t hve any written confirmation unfortunately. Just times and dates of phone calls. I do however have one phone call recorded with them stating someone will be in contact to resolved this back in March. And then
Telling me not to pay anything until they had an outcome of their investigation.
But I will take your advice and write them a letter Or email for my records thank you

Bec692

@clive
Will that work ? I’m uneasy paying the £380
If they come back and say I owe an extra £200odd to cover interest and late payment charges

FtbDreaming

When i was 23 and pregnant with my 2nd child i got a very account. Everything was bnpl and everytime i made a purchase the credit limit was increased. The minimum payments were £7 a month and I was naiively buying more stuff... anyway once the bnpl started to end the payments went from £7 to £250 a month and that was almost all interest. I couldnt afford it and the interest spirralled and what was about £500 of junk turned into a £2300 ccj.

It is now almost 10 years later and im paying the last £1000 at £100 a week so i can settle the ccj and hopefully move forward to buy a house.

If i knew then what i know now id have paid it all as fast as possible. The more time you waste arguing the debt the higher the interest rises and it will become unmanageable. Please just pay it off as soon as you can. You could still argue your case retrospectively and claim a refund of the interest.

Very are brutal, this ccj has had a major impact on me for too long. And the cheeky so and so's still email and write to me all the time offering a new account with £500+ limit. People need educating about the consequences of catalogues and BNPL.

jonesMUFCforever

Bec692 wrote: »

No I don’t hve any written confirmation unfortunately. Just times and dates of phone calls. I do however have one phone call recorded with them stating someone will be in contact to resolved this back in March. And then
Telling me not to pay anything until they had an outcome of their investigation.
But I will take your advice and write them a letter Or email for my records thank you

What about your monthly statements?
Each and every statement over the last 12 months would have clearly shown if it was BNPL or not?

boo_star

FtbDreaming wrote: »

People need educating about the consequences of catalogues and BNPL.

Do people really need to be educated on the fact that when the 0% interest rate stops applying, they need to pay...interest?

Or perhaps reading the terms and conditions of the agreement they happily signed to get a shiny new device?

BoGoF

Bec692 wrote: »

@boGof I didn’t pay the £380 due to my account never being at that amount due to interest charges etc. It took very a whole year from taking out the agreement to sort it
Out that’s why.
Also I did state in my statement that I told them the BNPL was due soon.. and they told me not to pay anything and it would be frozen and someone would contact me. Well no one contacted me. when I realised it was over the 6 weeks the account was put down back to £380 a couple of days before the BNPL ended, then shot back up with interest charges.

Come on, take some responsibility. You knew you needed to pay £500 before the 12 months lapsed. You didn't need anyone to tell you that. A lot of these BNPL offers charge backdated interest if you don't pay by the date required. And now you are 'reluctant' to pay an amount you know is due. Carry on and end up with a trashed credit file.