I had a similar problem with the same company. I took a £200 loan from them and didn't hear anything back from them for ages to let me know when i had to pay them back and how to pay them back. I emailed them and queried this and didn't hear back from them for ages. about a week later i received an e-mail saying i owed £440. I was not happy about this so contacted them on the number at the bottom of the email (08007569435). I explained the situation and that i wasn't happy at all. they said that there was nothing they could do and that it was up to me to pay back the money and 'apparently' they had sent out an email when the payment was due, which i never received. i explained that i would pay the amount of £440 today but i was not happy and would like the contact details of their complaints department and the name of the person i was talking to. straight away he said, 'let me just go and speak to my manager and i'll see what i can do'. within less than a couple of seconds he was back (which made me think he hadn't spoken with anyone) and he said that he would only charge me for the four weeks at £9 and not the extra. maybe you should try contacting them and explain that you would like their complaints contact details. it worked for me. i think this company is not very professional and do not know what they are actually doing. hope this helps a bit. good luck in solving it. their robbing bastards!!!!