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Been stuck in a little bit of a toothfairy wrangle (my god I wish I googled them first)... I've actually used the company quite a lot and because I've never had a problem paying back all has been good. Took out a £400 at the end of June but then in the first weeks of July unfortunately circumstances changed where we had £800 of unexpected bills with the car ... We had a couple of PDL's going so I rang them all straight away being honest and actually got some great responses to where I have come to perfectly reasonable deals, apart from Toothfairy. Toothfairy's stance from the outset was to change from the happy you are an amazing customer to pretty nasty straight away and told me that it's ok I had until the 24th August to pay, I told them that this wouldn't be able to happen as it'll take me a couple of months to get fully back on track so the earliest I could pay was the last working day of October. Obviously they ignored me totally and the debt started to rack up, got the usual texts and emails saying it is overdue, so I speak to the national debtline to get some advice and decided to call to try to come to a deal again. Speak to NDR who get toothfairy to send me an email saying that Payment plans can be available. Call fairy and explain to the manager that my circumstances have changed a, and she said to fax over the details and they'll look into it, it cannot be emailed as they do not have an email address... of course when I go to check if they recieved the fax, it hasn't arrived. When finding out it 'hasn't arrived' I call up to complain, get a really angry South African guy shouting down the phone about how I shouldn't have taken out a loan if I couldn't afford it, i had to pay by the 24th August or the bill (which by this point will be £656 - which I can accept) will go up to a massive amount and £350 will be added on if it goes to their collection agency NDR, I inform him that I just recieved a letter from Toothfairy legal team that the debt was supposed to go over on 17.08.13 and that I am not happy, he tells me the balance when it goes over to NDR would be £1002. Ironically during the phone call I check my email and one pops up saying that it will be passed over on 24.08.13, the guy on the phone continues to be rude and I say i'll speak to NDR. NDR can't talk about it because it hasn't been passed over yet but can knock 'hundreds' off the £1002 that has been quoted if its paid quickly. I complain to the financial ombudsman about the general attitude of the company and how I'm disgusted that they say they have procedures for if you have a financial difficulty but don't actually follow them up. On the 20th i get a voicemail from Marshall Hoares Baliffs, when calling them back they apologise for calling me which I tell them they should be apologising because it hasn't even gone to NDR yet! I speak to toothfairy to get a call back from a manager, which never happens. Yesterday is when it all got very very dodgy... I call toothfairy again to complain about a baliff calling me, get the same south african guy who decides to start having a go at me again, i tell him very specifically I will not be speaking about the debt on the phone and need the correct address for the company... So he starts to tell me that it's my own fault i'm in this problem and that I shouldn't be taking out loans if I can't afford them (at the time I could), I get fed up and ask to speak to his manager. He suddenly has the address ready, I take down the address and tell him that I still need to discuss his attitude with his manager because at current I am still a toothfairy customer... No managers are available and all are in a meeting (that could last forever by the sounds of it). I decide to then call NDR again to see if I can come to an early solution... definately calling the correct number and having to listen to the opening NDR intro guess who answers the phone The same south african guy who makes the mistake of saying 'Is that Craig, i'm calling you from Toothfairy i am one of the managers' If you are going to try to lie make sure you have a voice that isn't easily distinguishable! Tell him that I'm glad they record phone conversations so i'll be asking for these back and if he tries to delete it I have a record of the numbers i've called including call times. I've looked at the contract and it does say charges of £350 will be applied after 56 days, but now finding out it's exactly the same people (literally!) is there a way to fight this crazy charge. £200 is to NDR and £150 is solicitors fees.