isme (very, shop direct) keep charging late payments yet everything is paid on time

[Donny909]

My partner a number of months ago got a couple of items from the cataglogue company isme. Everything was fine the first month. But every month since the statements are getting sent out and keep getting a £12 late charge each time. She is always paying a couple\few days before the statement says they want the money yet the next statement indicates they receive the payment late yet she is paying it within the date stated on the statement.

 

She is paying it via the statement in the bank in person on a working day, always on a morning so the payment, like every other bill we have ever payed this way gets payed straight away on the same day\date. But each next months statements is trying to suggest she has payed it late and always tends to be the day after they are claiming the payment is due. So in each case they are saying she is paying as much as 2-4 days later than she is.

 

Last month her statement never arrived so she called them, and got a late bill and asked to pay double the next month or something. But after she received the last bill but before she payed it she had a call saying a payment was due and they pretty much demanded it was payed by card over the phone. She refused this stating she has an in date bill that she will be paying on time. It was payed on time but yet again they are claiming to receive the payment a number of days after the payment was made. Last months, all payment they asked for was payed on the morning of the 29th yet the current statement is claiming payment was received on the 31st and the actual payment was apparently due by the 2nd of this month, so on time.

 

But there is now another £12 payment on her statement for this month that they have detailed on a second sheet as a Debt Collection Telephone Call Fee!!!. This seems to be for the phone call made after the last statement was sent & received yet before payed (payed on time as per above) made reguarding the payment reguested in that same statement last month which was payed on time.

 

They are seriously taking the (edit) trying to charge for a call asking for a payment but requested in a statement before the statement states it was due yet the call has been charged £12 on her statement simply because they made the call asking for the payment outside of the statement.

 

By now they must have received near double the cost of the items in so called late fees alone while the account balance remains the same.

 

Any advice as my partner and me are highly annoyed and are feeling we should refuse to make any futher payments untill they sort out what keeps happening and why they are now charging £12 for calls asking for payments before the statements state they are due.

Edited November 16, 2012 by freakyleaky
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[citizenB]

Time for an "official complaint" via their Head/Registered office,methinks.

 

I would also be asking for those late payment fees back!!