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."
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!