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Joined: Nov 2011
Posts: 505
Smartchild
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OP
Smartchild
Joined: Nov 2011
Posts: 505 |
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?!!!  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!
Last edited by Mark; 2nd Jan 2013 5:00pm. Reason: Renamed
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Joined: Jul 2011
Posts: 81
Member
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Member
Joined: Jul 2011
Posts: 81 |
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  Hope your mum gets is sorted asap xxxx
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Joined: Mar 2009
Posts: 200
Addict
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Addict
Joined: Mar 2009
Posts: 200 |
I got completely confused by the second paragraph!
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Joined: Dec 2012
Posts: 30
Newbeee
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Newbeee
Joined: Dec 2012
Posts: 30 |
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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Joined: Nov 2003
Posts: 21,269 Likes: 4
Wiki Master
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Wiki Master
Joined: Nov 2003
Posts: 21,269 Likes: 4 |
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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Joined: Nov 2011
Posts: 505
Smartchild
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OP
Smartchild
Joined: Nov 2011
Posts: 505 |
Thank you, I'll try that.  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!  I'd need to order 59! That's £295! How do they get away with this?!
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Joined: Mar 2011
Posts: 40
Newbeee
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Newbeee
Joined: Mar 2011
Posts: 40 |
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Joined: May 2008
Posts: 444
Smartchild
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Smartchild
Joined: May 2008
Posts: 444 |
Thank you, I'll try that. 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! 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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Joined: Apr 2011
Posts: 73
Member
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Member
Joined: Apr 2011
Posts: 73 |
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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Joined: Jul 2012
Posts: 2,518
Forum Master
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Forum Master
Joined: Jul 2012
Posts: 2,518 |
Thank you, I'll try that. 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! 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: [email protected]Press Email address is: [email protected]
Last edited by BurgerChips; 1st Jan 2013 3:50pm.
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Joined: Nov 2011
Posts: 1,925
Forum Addict
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Forum Addict
Joined: Nov 2011
Posts: 1,925 |
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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Joined: Jul 2012
Posts: 2,518
Forum Master
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Forum Master
Joined: Jul 2012
Posts: 2,518 |
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,
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Joined: Nov 2011
Posts: 505
Smartchild
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OP
Smartchild
Joined: Nov 2011
Posts: 505 |
@jawide: So far, they've given me 3 balances and NONE of them match!  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! 
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Joined: Nov 2011
Posts: 505
Smartchild
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OP
Smartchild
Joined: Nov 2011
Posts: 505 |
@BurgerChips: 'Cos, you ordered more than us! Obvs!
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Joined: Jul 2011
Posts: 28
Newbeee
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Newbeee
Joined: Jul 2011
Posts: 28 |
Maybe try phoning rather than emailing. It's easier to explain by phone.
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