A short while ago we had an emergency with our pet bird When he started to be sick we rushed to the vets and it was obvious the pet was very ill and had gone down hill quickly. Mum was asked to sign a peice of paper to give them permission to check over the bird in another room and it was signed without out time to read, but TBH it was an emergency and the last thing on our minds. Bird came back out with vet who checked it over and confirmed no visible lumps as was wanting to rule out obvious cancer and that indeed the bird was very sick. We were told a number of investigations needed to be done to try and find the cause to possibly save the bird and that it would be expensive and an estimate was quoted there and then to which mum said please do what you can. The bird had been with us for over ten years and my mum has mental health issues and we wanted to do right by our pet. Vet said the bird was so sick it needed to be put on a drip straight away and kept in over night to see if survived that, then the next step would be to x-ray under anesthetic and blood tests, so we waited hopefully for positive call step by step. Mum had emergency money saved for of considerable amount and as the quote was quite high at the till offered the full amount there and then and said any left over could be refunded or any extra added later, to which was told no, just pay the first consulation fee which without question she did. The promised evening call did not occur, but we realised vets are busy and as suspected it would be a call re pet passing waited till morning. Phone called and told us bird had survived the night and in fact was eating a little and it looked positive, phew. Next step was to take place later that day and we got the call to say pet had survived the aneasthetic and the xray was fine and bloods taken and all was positive so far,but that the bloods would give the full reason for illness. Got unxpected call then to ask for permission to put pet down, as was on emergency o2 and was suffering, which was shock compared to positive call prior, but a very sad mum gave permission and well the whole street heard her cry most likely...... We were very stressed and upset but knew pet was not suffering now, mum was struggling to deal with it and then we had issue with kitchen flooded and mum panicked and called out emergency plumber, this was all within few hours....Not a good few days. The outcome of this was the emergency money my mum had due to her panicking over the flooding, which turned out to be comming from a washing machine and mum did not know how to turn off the water, meant late plumber costs for help and repair which mum paid out in cash there and then to resolve. Mum has never had an overdraft from her bank so she approached them and requested one to help to make sure we could settle the vet bill and when told the reason for needing one, the bank refused. TBH it turned out mums account was not one that gave overdrafts anyway and mum did not realise. To get the bird to an avian specialist vet due to no transport and mums panic which was justified, we got a taxi to next county and it cost us £50 in total there and back, which at time mum had emergency money and was panicking about her bird, she has mental health issues you see which affect her actions, but have to say she was dealing with it no worse than I would have re sense of getting to nearest avian vet due to bird was exotic and rehomed by her some time ago from dead friend. The bird meant a lot to her After the plumbing issue it became obvious we would struggle to afford the taxi to pick up the birds body and they offered over the phone to deal with it and mum would ring back in few days to sort out how to pay, but I do wish they had accepted the money upfront when offered as perhaps mum having no money left would have stopped her calling out a very expensive emergency plumber due to no cash and perhaps I could have called a neighbor friend to help, but this is all after the event as I was not there and round friends house, but if there could have stopped her. Long story so far, but mum contacted the vets by their answer service re getting an itemised bill and sorting out a mutual payment plan to pay off the amount as quickly as possible. Mum heard nothing back re the two contacts via their email message service, which told them that we agreed to their offer of disposing of pet their end due to cost of taxis being problem now and that would get in touch once had itemised final bill. Phone rang and it was the woman asking what did we want doing with pet as was in the freezer. Mum screamed and broke down at description as had expected bird to have been dealt with but had had no reply. She was polite but going down hill and asked them had they read her contact emails to be told they had received both and mum asked why did they need to tell her pet was in a freezer as instructions were clear, she had to leave the phone then till gathered herself and rang back to get confirmed they would deal with bird in relation to the already confirmed request from her. Mum became very ill and even was heard asking the receptionist for them to get bird back alive again and had the pinched him or had he escaped and they just didnt want to tell her. Think she was desperately wishing he was still alive, but the trigger was told he was in a freezer. mum calmed down and awaited the bill to which she intended explaining plumbing issue along with bank told her a firm had without permission taken money out of her account, which we had to contact them to get back, but that we would pay the money albeit it by agreed payment plan. Got reply saying that they do not offer new customers payment plans and if the bill was not settled within 21 days in full that they planned to charge compound interest of 10% every month. Mum had been quite honest in her financial situation, did add if they had took the £400.00 the vet will remember was offered as down payment there and then, that it would have been paid, but that we would pay them an agreed amount but please dont charge interest as firstly not aware of any interest information re non paid in full bills. The admission form signed was not even allowing us to read it, it was sign to rush him in and worded as permission to treat and no copy was even given, that is the only thing we signed and have no clue if any interest is mentioned on there and if it is, was certainly not pointed out, we have requested a copy. Up to date mum has been holding on re her conditon and contacted them offering £40.00 a month to pay the bill and they have refused this ammount despite her stating she is on benefits. Yes she did have a rehomed exotic pet well loved, and did put money away in event of emergency, but split descision by her due to her conditon once bird was dead, meant the flood was priority at that time, she did not know even how to turn the water off and panicked, I wish I had been there. Fact is she owes the money, has received final bill and then an email inflating the cost and refusing any payment plan. I see it from both sides, the vet wants their money, but I also stood by mum offering them the £400.00 up front, as due to taxi cost of additonal £50.00 for each return journey, we had sort of expected the worst, but vet had said not unkown for pets to bounce back. Turned out bird had chronic kidney failure, was told it is in their DNA and whilst mum was pleading bird is only 19, was told quite middle aged and it does just happen due to infection or as vet said in their DNA. Bird had shown no signs prior to few poorly days, was still eating, stood on one foot, great color plumage, all the signes you know in a healthy bird. Just mum knew all of a sudden we needed to rush him to get help. She insists she can still hear him talking to her, when in fact it is probably next doors bird, and is not very well,but is under the hospital. I dont want her getting any dca threat calls as last time police arrived re an ongoing 20yr old debt she pays £1.00 a month to and mum told them if they did not leave her alone she was going to harm herself, police came to the house. We want to get the vet to hopefully accept £40.00 a month and dont charge a non understood interest which would be like a kick when down. Mum is under hospital seeing psychiatrist soon. Can a vet randomly add 10% compound interest a month when I understand they want their money, but have been told the truth and seem to show no compassion. I wish they had took her money when offered it. ps. Mum did pay the first examination fee of about £55.00 there and then and even the woman on the till said payment up front was not necessary,despite mum offered it there and then.