118 money

sarahjamie6

Hello All, i got approved for a loan with 118 money on 17th march - great i thought. signed the agreement etc and got a text saying the money would be inmy account within 24hours... nothing arrived. so i logged on to the account and loan was live but i had a message saying my debit card details need updated so i tried this and it wouldnt work, later that day they took their website and app offline. couldnt contact them by phone email and their online chat kept giving the runaround. so fast forward nearly a month and i still cant do it. first payment is due next week and they wont respond to emails, if you call the call centre it goes to voicemail. online chat tell you its my computer blocking me doing it?! when i say thats not true as i have tried on various devices they then say its because they are still experiencing technical difficulties... i looked on trustpilot and was horrified at the amount of people affected by this yet they are still taking loan applications and not paying out. im at my wits end no. i have no idea what my rights are and what i can do. i have emailed the financial ombudsman but their website states it takes on avarage 5 months to assign a caseworker for loans... this is a nightmare situation as i dont want to pay a loan i have never received yet if i dont my credit score will be impacted with me then being in arrears with the loan.

Willing2Learn

Can you send 118118 a secure message via their online portal?  You could use it to advise them that you have never received the funds as promised on the 18th March.  As a result, state that you will be cancelling this months Direct Debit payment.  Or do they take payments via CPA (Continuous Payment Authority) using a debit or credit card?  Either way, you want to withdraw your consent for the money to be taken from your account when you have not received the loan.  Let your bank know that you do not consent to the DD or CPA.

sarahjamie6

thanks for reply, they dont have a facility for secure messages only an online chat or phone, online chat gives a different answer each time along the lines of technical difficulties or my devices which is nonsense. i will contact the bank tomorrow and say i dont consent to this. i think they do use CPA however they dont have my debit card details that im aware of. i dont remember giving them but do remember giving my account and sort code. got the email confirming the direct debit was set up too so i know this part is live.  have they breached the contract if they haven't sent the money? my concern is now im well over the 14 day cooling off period and dont have a way of notifying them i want it cancelled as the chat wont take any notes and the phones go to voicemail, emails are unanswered so im not sure what my rights are here. 

Willing2Learn

Make an official written complaint via email.  Their address is complaints@118118money.com


Let them know in your complaint that you have not received the money and that you no longer want the loan.  Explain that you have withdrawn your consent for a DD or CPA to be taken from your current account.  Make it clear the amount of times you have attempted to make contact via chat or phone.

Shakin_Steve

As above.  And be happy, you've had a lucky escape.