I have two Preference Cards and a loan. I sent £3000 to pay half the loan and £2000 to pay one card off and £1000 to pay off the other. They cashed the cheques in October. Since then, I have received numerous letters and phone calls demanding money. I have sent them photocopies of the cashed cheques and they still have not quite sorted out where the money went. There are a load more wrinkles to this story, but I'm in a hurry at the moment, but it will keep for when the dust settles and I take action on their stunning incompetence.