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Catalogue Problem
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chilledsadie
Posts: 66 Forumite
Not sure if this is the right category for this but hoping to get some advice.
I have a catalogue account with the JD Williams group. I recently sent a £40 cheque to pay a partial amount off my account. They claimed not to have received it and charged me interest as well as late fees when the payment deadline came around.
I called them up and explained what had happened. They told me to stop payment on the lost cheque which I did, with my bank. They then removed the late payment charge and I then paid off all of my account so it was a zero balance.
A couple of weeks later I see my account is minus £40. It turns out they got or found the cheque afterall. I called and told them they couldn't have taken this amount off my account as the cheque had been stopped. They asked me to buy something for £40. I refused. They said they'd issue a refund. I assumed this meant that the account would just be reset to zero. Instead they mailed a paper cheque to me for £40 and then put a £40 fee on my account along with £3 interest for having this amount on my account.
I sent their cheque back when I got it and asked for the charges to be wiped. They took off the £40 but not the interest fees of £3. I complained and asked for the £3 to be removed. Instead they put £40 back onto the account, adding it to the £3 and they then have reissued a second paper cheque for £40.00 and sent it to me again, still expecting me to pay them the interest on money I have never owed them. I also assume that when a new statement is issued there will be further charges on this amount.
I feel like I'm going round in circles. I've phoned them a handful of times, been through their website four of five times and have used the online complaint form. They now seem to be ignoring me. The agents are really terrible. Any advice on how to get it sorted?
I have a catalogue account with the JD Williams group. I recently sent a £40 cheque to pay a partial amount off my account. They claimed not to have received it and charged me interest as well as late fees when the payment deadline came around.
I called them up and explained what had happened. They told me to stop payment on the lost cheque which I did, with my bank. They then removed the late payment charge and I then paid off all of my account so it was a zero balance.
A couple of weeks later I see my account is minus £40. It turns out they got or found the cheque afterall. I called and told them they couldn't have taken this amount off my account as the cheque had been stopped. They asked me to buy something for £40. I refused. They said they'd issue a refund. I assumed this meant that the account would just be reset to zero. Instead they mailed a paper cheque to me for £40 and then put a £40 fee on my account along with £3 interest for having this amount on my account.
I sent their cheque back when I got it and asked for the charges to be wiped. They took off the £40 but not the interest fees of £3. I complained and asked for the £3 to be removed. Instead they put £40 back onto the account, adding it to the £3 and they then have reissued a second paper cheque for £40.00 and sent it to me again, still expecting me to pay them the interest on money I have never owed them. I also assume that when a new statement is issued there will be further charges on this amount.
I feel like I'm going round in circles. I've phoned them a handful of times, been through their website four of five times and have used the online complaint form. They now seem to be ignoring me. The agents are really terrible. Any advice on how to get it sorted?
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Comments
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They sound utterly incompetent. Have you tried escalating by finding the email address of a director, or messaging them on Twitter? I had a similarly frustrating encounter with a building society a few years ago and their complete uselessness with unjustified interest and charges on a mortgage overpayment. Same sort of back and forth as you've had, albeit with several hundred pounds at stake given it was a mortgage. In the end I tracked down a director's email address and it was sorted in a few days. They even asked if they could come and interview me on camera to use my situation in an internal training video about how a simple error can escalate into something stupidly complex to unravel!0
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No, I haven't tried looking to see if I can get someone higher up. I will have a look to see if I am able to do that. That's an interesting story, it's true that this is also such a simple thing that they've made so complicated!0
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How did your bank explain them being able to bank your cheque if they had stopped it?0
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chilledsadie wrote: »A couple of weeks later I see my account is minus £40. It turns out they got or found the cheque afterall. I called and told them they couldn't have taken this amount off my account as the cheque had been stopped.
Have you checked with your bank to see if the cheque was cashed?0
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