Frasers Plus

RAS

Revised: They do have a complaint mechanism somewhere on the website.

Front page, black box at the bottom. Left hand side has a link in the last "para."

Given how much fun you've had with the Chatbot, it may be worth writing to the Accrington address. And then escalating if they don't uphold you complaint. 

Use your thread to detail communications with dates if possible, and any saved records.

QrizB

sunflowerdream said:

Little update - I paid the 524.54, my balance is now showing -163.00 interest included £17.72.

524.54-163.00 makes 361.54 which is almost what you had as your clearance balance on your last statement.

Before all this, how much was your monthly DD? I wonder if the 524 was before taking into account any planned DDs.

sunflowerdream

QrizB said:

sunflowerdream said:

Little update - I paid the 524.54, my balance is now showing -163.00 interest included £17.72.

524.54-163.00 makes 361.54 which is almost what you had as your clearance balance on your last statement.

Before all this, how much was your monthly DD? I wonder if the 524 was before taking into account any planned DDs.

I didn't have monthly DD, there seemed to be no payment plan at all in place, I'd just pay what I could monthly even when it said no payment required and then it seemed to up the interest. It's such a headache.

sunflowerdream

RAS said:

Revised: They do have a complaint mechanism somewhere on the website.

Front page, black box at the bottom. Left hand side has a link in the last "para."

Given how much fun you've had with the Chatbot, it may be worth writing to the Accrington address. And then escalating if they don't uphold you complaint. 

Use your thread to detail communications with dates if possible, and any saved records.

Thank you for this, once my headache has passed I shall give it a go.

ManyWays

Or email them using the complaints email address listed on the FCA regulator: carl.fowler@frasers.group

sunflowerdream

ManyWays said:

Or email them using the complaints email address listed on the FCA regulator: carl.fowler@frasers.group

Thanks for this, I'll give that a go once I've figured out what to say, I need to come across as a sane person.

RAS

sunflowerdream said:

ManyWays said:

Or email them using the complaints email address listed on the FCA regulator: carl.fowler@frasers.group

Thanks for this, I'll give that a go once I've figured out what to say, I need to come across as a sane person.

Not easy when you've been sent from pillar to post and can't get any meaningful contact.

I'd suggest start with a date by date "summary" which allows you to state what happened, minus emotion.

Than add a sentence about your feelings?

And state what remedy you want?

sunflowerdream

Thank you all, it's been good to have people to vent my frustration to.

sunflowerdream

Composing my email to Carl Fowler.
Is this ok? I've never had to do anything like this before and to be honest I'm not that great.

Having been transferred to Frasers Plus from studio in May 2025 with an outstanding balance of £544.04 I had a lot of interest added which was beyond my control, 

I made the following payments to try and bring the balance down despite your organisation repeatedly saying no payment was required.

27.05.25 - £50.00

25.6.25 - £50.00

25.07.25 - £30.00

26.08.25 - £50.00

25.09.25 - 100.00

I then decided I wanted to just pay off my balance and have all the stress of interest over. I had a look on the app and it's total balance was £776.57 but when I clicked on that it started that there was £706.16 remaining.

I then looked at my statements and as of 8 October 2025 the settlement balance was £361.94, I then decided to get help via your chat service (which was not great) 

I was finally able to change to a one month plan to pay off but then it changed to saying that £524.54 was due. At this point I just wanted an end to the stress so I paid the £524.54, My balance is now showing -£163.00 interest included £17.72. which has just left me puzzled and just in a constant state of stress. 

I would be grateful if you could look into my account and try to give me some sort of peace.

Thanks all.

QrizB

I think that's a good place to start. Presenting the facts and asking them to sort it out!