Been reading your thread and thought I'd tell you what happened to me. I've found that Citifinancial are absolute sharks!!! I consolidated 2 loans, one of which I had with them originally and alarm bells started to ring when I questioned the payments and she told me that that was inclusive of insurance. When I told her that I didn't want it, she had to go in and alter the forms that she had already filled in (before I arrived) on my behalf, very thoughtful of her! They also neglected to pay off the loan with the other company and I wasn't aware until 2 months later when they started ringing me asking when I was going to make a payment. I complained to the Ombudsman in October 2008 and I have just received an answer to my complaint and he has asked if I will sign to agree what he has said which I don't in principal but where will my principals get me? Unfortunately I have already been told that Citi 'aren't in a position to deal with this right now' and that they have asked for it to be referred to an ombudsman so basically its a wasted exercise. One thing that has annoyed me is that unless you can provide absolute proof to the Ombudsman, they seem to side with the Company involved or give them 'the benefit of the doubt'. I was not informed of the PPI, the loan arrangement fee or the extorionate interest rate on the second loan but because Citi 'filled out a checksheet' they've been given the benefit of the doubt. The Ombudsman said that he believes that I would have taken the loan anyway and therefore cannot comment on the interest rate - I felt it was nice of him to speak on my behalf about that but unfortunately he is very wrong. Good Luck but don't give them too much leeway before you go to the Financial Ombudsman.