Arrears accrued in pandemic against my knowledge

MWT

It feels like a step has been missed in this case.

When payments resumed in September there should have been an agreement about how the arrears were to be recovered..

... but it seems nothing was agreed and so now things have escalated...

stevco72

They never contacted me from August onwards - they did say about a payment plan, but i never heard anything since then - i restarted in september as i said i would.

stevco72

Authorised arrears because of payment holiday would have been acceptable to me - i want to pay it back, i know i should - but for them to just say this arrears and you need to pay it all back now is not right.  I asked them for help with regards this, was told everything was ok and not to worry - but nver actually acted on any type of payment plan, or saying payments would be adjusted to account for it - just these are the arrears - pay them or else

MWT

I would suggest you send them a formal complaint letter and tell them what you want to happen, an agreed payment plan for example.. then if they reject this you take the matter to the Financial Ombudsman.

Given the context of the requirement to offer payment holidays I'd be surprised if the Ombudsman didn't find in your favour.