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axil23

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axil23 last won the day on February 27

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  1. I was reading on FOS website that you need to make a complaint first and allow time for a final response letter or 8 weeks. The 6 months on my initial complaint expired on the 11th of March. So technically Santander can just tell the FOS that they won't entertain them as its been over 6 months. Secondly it's not the same complaint as I was happy with the offer that they made to me which I have in writing. (is this a legal contract?) That offer was that I would be treated as a Private consumer when I came to sell my car and not a business. So now they are refusing to treat me as a private customer so they have broken that contract which I agreed with them at the conclusion of the last complaint. As far as I am concerned this is a new customer complaint. I want to make sure I get all the boxes ticked so they can't turn me away due to a technicality. Since they won't accept my new complaint over the phone I can email and send them a recorded delivery letter to start a new one. Give them 8 weeks to get back to me with a final response. Should I point out that the FOS has asked me to do this? What are your thoughts on this dx100uk and others?
  2. Spoke with a very nice lady at FOS. She understood the situation and said the previous case is resolved as they provided a resolution to my last complaint. At that time they agreed via writing to treat my case as a consumer finance and not business. Now the FOS are saying that I need to set up a new case that I don't agree with the settlement figure advised. I can see the FOS's logic that it should be a new complaint as the previous complaints resolution I agree with. My complaint now is that I don't agree with the settlement figure provided. Just spent 1hr10 mins on the phone with Customer services at Santander and they are flat out refusing to set up a new case. Spoke to 3 people and they all claim it's the same case and they won't set up a new one. One of their complaints team even read the redemption figure I was quoted on their system by THEM and said it was "mumbo jumbo" and they have no idea how someone came up with that figure. Honestly it seems that the people working there haven't even done year 10 Maths never mind GCSE's. Any suggestions on how I can force them to open a new complaint? Or what my next step should be?
  3. They have 6k of mine. Can I not do any sort of legal case? I can’t afford for this to take 6-9 months with the FOS. Is this not something I can take them to MCOL with?
  4. How accurate does the 6 months need to be? 11th Sep 23 - Got final response letter and replied with question if the lower rate was applicable if I decide to sell car later 21st Sep 23 - Got reply that it would be applicable if I sold my car in the future 15th of March 24 - contacted Santander for settlement figure which was provided but inaccurate. So if we take 6 months from 11th Sep that is 11th of March 24. But if we take 6 months from 21st Sep 23 which is when they provided me clarification then that is 21st of March 24. So within 6 months. So how exactly do they decide on the 6 months. Also should I issue Santander with a LBA? But my main question is - Am I in the right? Can they just simply refuse to refund me the 6k extra.
  5. May 23 - Bought car Aug 23 - Decided to sell car but due to Interest applied as a business had to get Santander to investigate via their customer complaints Sep 23 - Got email confirmation from broker that they would talk to Santander and get lower interest charges applied. Sep 23 - Got final response letter from Santander to say they were unable to uphold complaint but supplying dealer has authorised lower Interest charges. In the meanwhile the guy interested in my car bought another car. Sep 23 - Got email confirmation from Santander that in the future the lower interest costs will be applied if I sell the car. March 24 - Sold car and have had to pay the higher Interest charges. Santander CS has been nothing but rude and abrupt. All they keep saying is that their computer is never wrong.
  6. Oh dear. Never even thought of that. Although in their final response letter they did say they were unable to uphold my complaint and it was the supplying dealership who have agreed to authorise a lower settlement. So aren’t they wishing their hands off it and simply declining my complaint. Anyway to get them to get my excess money back from them now?
  7. I bought a car on PCP in May last year but had to sell it September 23. I went through a finance broker who had told me that when I came to sell my car I would pay the interest on the time kept + a little extra. However Santander told me to pay 50% of the finance amount over the term of the loan. Over 4 years my Interest amount was 16k and their settlement figure is the balance owing on loan plus 8k finance charges for the 2 years. Cut a long story short I had applied under my personal name and the finance was rejected. Then I reapplied under my business and it was accepted. I was never advised by my broker that this would be a business loan which doesn't come under any consumer laws and they can charge me what they want. I had emails off me asking the broker if I sell the car will I only pay interest to the point of sale + is it 30 days extra that they can charge? He confirmed it via email that was correct. I set up a customer complaint with Santander which was investigated and although it wasn't found in my favour the broker admitted it and it was noted on my file with the following remarks. "The supplying dealership have accepted that you were not made aware of this when you applied as a limited company so they have authorised a lower settlement figure based on a private individual." I did not end up selling that time as I lost the customer due to the time this took (almost 2-3 months) but I did email Santander CS team and got a reply to say that going forward my settlement figure would be the lower one. Called up on the 15th of March for a settlement figure and was quoted the higher amount. The CS rep said that was the discounted figure. Later that day I did my calculations and saw they were charging me 5-6k extra. I then called up the next day and asked for another accurate quote only to be given the same one. Called up on the 18th and asked them to look into this as I believed the figure was wrong. Was told that the person in charge was off sick and I can sell the car and pay off the full amount. Any excess would be refunded. Sold my car to a dealer who paid off the finance in full and a week later Santander are still saying the person in charge of my complaint is off sick. I need the extra funds. Is there anything I can do to hurry them along. Was reading online and it suggested they have 12 days to provide me with a settlement figure. I know they have done this but it's not accurate and I have made them aware of that. Would appreciate your help on this matter CAG team. I don't want to take any further steps without your guidance. Sent an email to Customer services for an update yesterday and had a reply back from them to say that the case is now closed and if I am not happy I should take it up with the FCA.
  8. Donated . Thank you to each and everyone of the site team who helped me. Will update when I get the payment and this is closed.
  9. Not yet. I only just replied back this morning with my bank details. Shall I give them 2-3 days?
  10. I was gonna ask that question. You guys have been brilliant and I will be donating £65 to this site.
  11. I got an email late yesterday from a litigation company who were instructed by the defendants insurance company. They are asking for my bank details and are willing to settle up the entire amount. The final date for the defendant to respond is Monday. So should I provide this and do they have to settle up before Monday or do I give them some time? Thank you so much for your assistance.
  12. Yes. It was issued earlier this morning. Thank you for your assistance yesterday. It was appreciated. Will update when I hear further.
  13. Good catch. Changed the date to 18/10 Have added in the final line at the bottom. Thank you so much for your help. Will submit this tomorrow.
  14. That is very kind of you to draft the letter. Thank you. I realised the one I was busy drafting while you posted this was wrong again. Final. Please advise if missing anything.
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