Next charging for swapped out parcel goods scam and fee on top - CONSUMER 2 NEXT 0!!

nyermen

Proseccogal said:

they have warned I will get a bad credit rating if I don't pay

Did they say "will" or "may".  A picky point maybe, but everywhere often says "may affect your credit rating" (because indeed it could, down the line, depending on credit terms / court / etc).

"Will" is more of a direct threat, and isn't normally used even by debt collectors.

Proseccogal

I cant actually remember am so upset at this whole scenario.  Just don't get how they think they know I stole a pair of trainers  rather than all the other people who would have handled the parcel.  I am totally amazed by this and stressed by the whole accusation

Proseccogal

So the question now is - whilst I await the response from the Ombudsman do I pay the £80 charge on my Next Account (the trainers and investigation fee)  to clear it (it is accruing interest) and if I did pay by credit card could I do a chargeback?  Or do I leave it accruing until the Ombudsman investigates which could be another 3 months?

tightauldgit

Proseccogal said:

So the question now is - whilst I await the response from the Ombudsman do I pay the £80 charge on my Next Account (the trainers and investigation fee)  to clear it (it is accruing interest) and if I did pay by credit card could I do a chargeback?  Or do I leave it accruing until the Ombudsman investigates which could be another 3 months?

I'd write to them and ask that while this amount is disputed they freeze any additional charges or interest related to the amount. 

What are they charging you in interest? I'd be interested to know what other people think, but I would think that if it went to court they should only be able to recover actual costs related to the late payment (so maybe a token 3% or something) rather than whatever their commercial credit interest rate to consumers is. 

HillStreetBlues

I would also be requesting a freeze on the disputed charge until the Ombudsman has made their ruling.

If they refuse then I would paid it.
As if you win with the Ombudsman you will get the monies returned plus  interest on the amount and a higher level of compensation. 

Proseccogal

Its only around £1.27/month  atm but if I don't make a payment for 2 months they will add £7.50 late payment fee!

Proseccogal

Further update:
Raised this with the Financial Ombudsman and provided all information , Next weren’t able to provide any due diligence as to the tracking or investigation as to the parcel handling.

However Next are disputing it as transpires their “background checks” are nothing to do with the parcel but because I return a lot of what I order and have had a few parcels go missing in the past (which I have been able to provide tracking etc).  Not even 1/year of being a customer when I received probably several hundred parcels a year.

What is the point of having a catalogue style retailer if you are penalised for returning items - why does that mean I would return a fraudulent dirty pair of trainers! 

Basically there is no safety for the customer on returning items through a courier system, especially Evri.

i can only contest the investigation fee as that is what the Financial Ombudsman considers.  The actual cost of the trainers I have yet to find a retailers ombudsman that Next is part of.

robatwork

Keep this thread updated, but if I was Next I would probably not want you as a client " because I return a lot of what I order" - you have no right to be a customer of theirs, but I completely agree their investigation charge isn't legitimate.

Proseccogal

Just to clarify I spend several thousand a year with them, I just order several items for choice and fit, but yes if they don’t want my custom they could go about it a different way! 

marcia_

Proseccogal said:

Just to clarify I spend several thousand a year with them, I just order several items for choice and fit, but yes if they don’t want my custom they could go about it a different way! 

 I do this, one or two items for trying on for size. The one that doesn't fit goes back