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#753892 - 1st Jan 2013 11:39am Catalogue. Payments
Gold_Moon Offline
Smartchild

Registered: 26th Nov 2011
Posts: 430
Loc: Wallasey
KAY'S Catalogue.

They SUCK! Just getting that out of the way...

My Mum's a customer and bought some things on Buy It Now, Pay Later. Her October statement showed a balance of 0.00, but stated that 394.00 was due before 14th DEC, or interest would be applied. Mum paid the full amount of 394.00, which reached them 21st NOV and was shown on November's statement.

But this same statement showed they took the payment off the amount of 705.03(!) (which I presume is the full interest price of all the Buy It Now, Pay Later goods,) which left 311.03 as the new balance!

But she doesn't owe anything now! The amount owed, 394.00, was paid in full BEFORE the due date of the 14th DEC 2012! And to add insult to injury, they've even applied a 12 missed minimum payment fee to her account too, even though the balance should have been 0.00 on the 24th December 2012!

I've written 9 emails to them now, and I though I get replies, it's never from the same person. Their latest email says, "I can confirm that we have now removed the interest and your outstanding balance is 157.80. However, if you pay the offer satisfaction of 87.00 by 10/06/2013, the interest will be removed."
W.T.F?!!! somad

So I've sent yet another email to these innumerate ass-clowns, but I don't hold out much hope that they'll concede to the fact that my Mum owes nothing, nowt, zilch.

Is there any independent organisation I can make an official complaint to? My poor Mum is worried sick!


Edited by Mark (2nd Jan 2013 4:00pm)
Edit Reason: Renamed

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#753896 - 1st Jan 2013 11:49am Re: Catalogue. Payments [Re: Gold_Moon]
brittone05 Offline
Member

Registered: 22nd Jul 2011
Posts: 81
Loc: United Kingdom
I would say join the Consumer Advice Group forum and post there - they have all the legal letter templates and stuff to help you to get some sense out of them laugh Hope your mum gets is sorted asap xxxx

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#753900 - 1st Jan 2013 12:05pm Re: Catalogue. Payments [Re: Gold_Moon]
insanekitty Offline
Addict

Registered: 18th Mar 2009
Posts: 200
Loc: Woodchurch
I got completely confused by the second paragraph!

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#753904 - 1st Jan 2013 12:18pm Re: Catalogue. Payments [Re: Gold_Moon]
JessandAnn Offline
Newbeee

Registered: 27th Dec 2012
Posts: 30
Loc: Egremont
try C.A.B they may be able to make sense of it, also try reading the small print again, they ususally the naughty bits in there!

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#753909 - 1st Jan 2013 12:33pm Re: Catalogue. Payments [Re: Gold_Moon]
Mark Online   Reading


Wiki Master

Registered: 9th Nov 2003
Posts: 20999
Loc: Wirral
I find if you call and get a name and put the responsibility to correct the problem to that name it goes further.

Providing you have a paper trail your in the clear.


Good advice also above.
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#753910 - 1st Jan 2013 12:36pm Re: Catalogue. Payments [Re: Gold_Moon]
Gold_Moon Offline
Smartchild

Registered: 26th Nov 2011
Posts: 430
Loc: Wallasey
Thank you, I'll try that. smile

You know, I tried to download all my Mum's statements from their website, (to check if they've pulled this stunt before!) and finding they only went back as far as January 2012, asked them how to get the rest.

They wrote back saying archived statements can be ordered at the cost of 5 each! shocked I'd need to order 59! That's 295! How do they get away with this?!

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#753923 - 1st Jan 2013 1:31pm Re: Catalogue. Payments [Re: Gold_Moon]
Gill61 Offline
Newbeee

Registered: 5th Mar 2011
Posts: 40
Loc: Wallasey

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#753929 - 1st Jan 2013 1:49pm Re: Catalogue. Payments [Re: Gold_Moon]
little_pob Offline
Smartchild

Registered: 30th May 2008
Posts: 442
Loc: Upton
Originally Posted By: Gold_Moon
Thank you, I'll try that. smile

You know, I tried to download all my Mum's statements from their website, (to check if they've pulled this stunt before!) and finding they only went back as far as January 2012, asked them how to get the rest.

They wrote back saying archived statements can be ordered at the cost of 5 each! shocked I'd need to order 59! That's 295! How do they get away with this?!
Send a Subject Access Request via recorded delivery. The most they can charge is 10.

Details and template letters here: http://www.ico.gov.uk/for_the_public/personal_information.aspx

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#753931 - 1st Jan 2013 1:53pm Re: Catalogue. Payments [Re: Gold_Moon]
katiechops Offline
Member

Registered: 26th Apr 2011
Posts: 73
Loc: wallasey
This company is a nightmare!!! I tried for over a year to get something similar sorted out, lost count of the number of letters that I sent, no point phoning they do sweet FA, Trading Standards were some help, as was FSA, but the matter was 'resolved'after I paid a small fee to get the Directors, CEO and Compnay Secretaries Home Addresses from a website, and I then sent a copy of every letter sent, and received, plus a 'diary' of phone calls, emails etc. Result within 14days matter was resolved!!!!

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#753941 - 1st Jan 2013 2:49pm Re: Catalogue. Payments [Re: Gold_Moon]
Willo_ Offline
Forum Master

Registered: 5th Jul 2012
Posts: 2518
Loc: Merseyside
Originally Posted By: Gold_Moon
Thank you, I'll try that. smile

You know, I tried to download all my Mum's statements from their website, (to check if they've pulled this stunt before!) and finding they only went back as far as January 2012, asked them how to get the rest.

They wrote back saying archived statements can be ordered at the cost of 5 each! shocked I'd need to order 59! That's 295! How do they get away with this?!

The C.E.O of kays details
Alex Baldock, Chief Executive
E:mail: alex.baldock@shopdirect.com
Press Email address is: James.Evans@shopdirect.com


Edited by BurgerChips (1st Jan 2013 2:50pm)
_________________________
..

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#753944 - 1st Jan 2013 3:01pm Re: Catalogue. Payments [Re: Gold_Moon]
j_demo Online   Know_it_all
Forum Addict

Registered: 4th Nov 2011
Posts: 1838
Loc: Wallasey/New Brighton
it seems like they're just picking random numbers and saying that's how much you owe!

we can all do that, in fact i'm gonna start a 'business' right now doing so:

Gold_Moon you owe me 3.50
Gill61 owes me 4.75
and BurgerChips owes me 458.95

that's essentially what they're doing, thought i'd give it a go too...

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#753946 - 1st Jan 2013 3:06pm Re: Catalogue. Payments [Re: j_demo]
Willo_ Offline
Forum Master

Registered: 5th Jul 2012
Posts: 2518
Loc: Merseyside
Originally Posted By: jawide
it seems like they're just picking random numbers and saying that's how much you owe!

we can all do that, in fact i'm gonna start a 'business' right now doing so:

Gold_Moon you owe me 3.50
Gill61 owes me 4.75
and BurgerChips owes me 458.95

that's essentially what they're doing, thought i'd give it a go too...
Why do I owe more than other 2, not fair that, laugh
_________________________
..

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#753947 - 1st Jan 2013 3:20pm Re: Catalogue. Payments [Re: j_demo]
Gold_Moon Offline
Smartchild

Registered: 26th Nov 2011
Posts: 430
Loc: Wallasey
@jawide: So far, they've given me 3 balances and NONE of them match! smack

From their latest email = 157.80.
From their latest statement = 171.42.
From their own website = 150.18.

Maybe they're like the heads of banks? They work with finances, but none of them have any financial qualifications! learn

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#753955 - 1st Jan 2013 3:40pm Re: Catalogue. Payments [Re: Willo_]
Gold_Moon Offline
Smartchild

Registered: 26th Nov 2011
Posts: 430
Loc: Wallasey
@BurgerChips: 'Cos, you ordered more than us! Obvs! laugh

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#754136 - 2nd Jan 2013 10:02am Re: Catalogue. Payments [Re: Gold_Moon]
Cranky Offline
Newbeee

Registered: 5th Jul 2011
Posts: 28
Loc: wallasey
Maybe try phoning rather than emailing. It's easier to explain by phone.

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