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    • Amex as with any creditor must help you the FOS should go with you and make them remove all interest charged from the very 1st time of asking for help. the FCA regulations actually almost dictate it, they most certainly clearly state that if the are FCA registered they must help.   it's very telling they have no marked your credit file....almost as if they know they are wrong. it's also telling that an irresponsible lending complaint might well be in order hear too, they can just keep upping the credit limit without checking you can pay. and ofcourse covid plays its part here and they've already admitted as they allowed payments holidays until october in line with the rest of the industry and they should be continuing that. you problem is you keep using the phone, no paperwork no record of things discussed. i'd get an SAR off to them. and get the comms/account log and all the statements from day one and go nail them.
    • Hello CAG, Bit of a long post, may want to get a cuppa before starting reading... 😁   after being a lurker for many years and trying never to get into a mess with credit cards like i did 20 years ago, i've got myself into a mess with Amex... I've tried being open and honest with them, but now getting the feeling they are messing me around.    Its not a chargecard, but a Nectar Credit Card with them. TAKEN out 2016. Balance is just under £15k as of today, was almost at £17k.  Debt still owed by Amex, not been sent to NCO/Arrow etc - YET...    Background (short version): Was all fine with more than min. payment (£500 or so), being made until April 2020 when a number of things reduced my monthly salary from work (mainly, take a pay cut or be made redundant), so I soon quickly realised i needed to tighten my belt quickly. Phoned Amex, advisor said nothing they could do except Payment Holiday. Was put onto that for 3 months, told that Amex will be in touch at the end to restart payments. I asked about interest being stopped/frozen/reduced - not possible. So agreed to payment holiday to give me breathing space. 3 months came and went, no contact from Amex... No payments made, interest still racking up at around £300 a month...    Rang Amex back (July 2020), we cant do anything today because your in the middle of the statement cycle call back next week. Called back week after, no solution yet (i asked about things i seen on Amex US website = Regain program - basically freeze card, lower interest rate and pay a set amount for 12 months - more about this later) > Not available in UK yet.   Want to stay on payment holiday Mister B? I asked if there was any way interest could be stopped as this is making the balance increase and increase. No. Do you want to stay on Payment Holiday? Ok. (Bear in mind, if i came off Payment holiday. Minimum Payment was around £570 per month.  So, stayed on payment holiday... Didnt hear anything from Amex again. Called back up in September 2020. Please call back in October after 10th and we can assist.   Called back after October 10, went through loads of stuff, different options etc, was warned that Payment Holiday might not be extended much longer, but now have a program. Worked out with Amex woman that i could pay around £200 per month. But please stop interest - no we cant but we can reduce this down to 9.9APR instead of 23%... . Amex woman said she needed to submit details to 'Seniors' at Amex, please call back next week for update.   Called back week after, advised that first Amex woman was wrong and had made mistakes, shouldn't have told me what she had told me, £200 is too low, minimum would be £389 per month for 12 months or account will default. Told Amex woman 2 that couldn't afford it, went through this last time, etc etc. Amex woman 2 went off, came back, £329.74 is minimum they can possibly accept, 12 months at that amount per month and interest would be lowered, but not stopped. If you dont take out this 'Program' then account will default and will be passed to NCO or Arrow (I hate them both).  Went off, tried to get loans etc, all refused. Rang Amex back, reluctantly agreed so i can keep credit rating at 'good'.  So, been paying since Nov 2021 @ £329.74.    Letter arrived in December - due to out mess up with moving accounts around whilst on payment holiday, we are going to give you £3074 back. Logged into account, only £30.74 refunded, not £3074. Phoned Amex cos thought it was a joke/mistake - Spoke to some bloke - Oh dont worry, the rest will be applied to account automatically in 7 days. he advised was genuine but then got cut off during call. Called back, spoke to some other bloke, yes, looks genuine but please hold... Came back 10 minutes later. Oh, its a mis-print, you are not the only customer to receive one of these. Each should have been £30.74 not £3074. Me = Gutted.    Wrote a letter to Amex saying how dissatisfied i was with general customer service and felt they were incompetent, blah blah etc. Final response received, Complaint partially upheld, heres £150 credit because we were a bit silly, but thats it. IF your still not happy, go to FOS. Opened a case with FOS... Have sent them the complaint letter to them and have had a call from them about this... FOS are backlogged though and will take another 3 months for complaint to be looked at by them.   Let me make this 100% clear, fully admit to owning the debt, yep, ive spent this money (wish I knew what on, cos having got much to show from it - just general stuff and holidays)... Not trying to shirk out of it, trying my best to keep up with re-payments but im really struggling. After I got paid on 1st April, after paying all outgoings i had £9.83 left in current account so am having to go into overdraft each month which is just a vicious circle.  I would really like to NOT have to down the default route and trash my credit rating and then have to deal with the morons at NCO / Arrow etc.    Meanwhile, this is where I need the advice of the CAG experts... - Credit Limit increases... These were coming every few months and it was just being upped and upped and upped. Credit limit eventually was stopped at £15,400. Some of the increases I never even received letter for, just noticed when I logged into account. >>>> Would this be a case for irresponsible lending?   - Stopping interest - I've read something on FCA site that they recommend (not policy) that if a customer is put onto a payment holiday then they recommend freezing interest for customer so the debt doesn't continue to build. I've asked time and time again, Amex just refuse.  >>>> Any tips on how to get Amex to play ball?    - Full & Final/Short settlement I've rung Amex today, told them I might be able to pay it off. Initially they said full balance, i then pushed, they then said they would accept 80% of balance, pushed them a bit more, got it down to 70%. >>> Surprised, and then very surprised they would accept 70%, anyone else think this is a bit odd? Normally they wont budge, or they wont budge from their first offer... Could their be something wrong on account (missing CCA etc?), or do they want rid of me and account as much as I do with them?   - Cant really keep going at these £329.74 repayments. Something is going to have to give somewhere. I believe they wont go any lower and they will just default it i send £100 instead of £329 and send it out to NCO/Arrow. This might not be a too bad thing though because this would stop the interest right? Anyone thoughts on this?    Anyone think of anything else I could try with them? Again, its still with Amex, not defaulted or anything yet, yep, its all my own fault, i've spent the money, dont deny that, just feel Amex have took advantage etc.   Many thanks for reading. Any advice is greatly appreciated.   Kr, Mista B.     
    • Ok so we have complained to HMRC but were still no further forward with getting the P45/P60. We need this as DVLA has said they need more proof of who he is before giving him a provisional license.  What more can l do. 
    • Hi All   just looking for some advice. I bought a used Porsche Boxster from one of Marshall motor group’s Audi dealers (can I name them?) recently and was assured that it received a major service in October 2020 in line with the manufacturers requirements. The service book confirms this. The dealer also told me on the phone that they have a 6 month rule with any mot or service being done if due within this period which assured me when making an offer over the phone on the car that it wouldn’t need anything doing for a while as I recall saying that.   However, digging through the receipts post delivery I saw that the service was in fact minor and after calling the specialist who serviced it in Oct both they (Sheepishly) and the invoice confirmed that the car did not receive new spark plugs, an air filter, brake fluid replacement or a new fan belt which have now all fallen due and hence the major service due warning light. Had I not investigated this then the car would have potentially gone another 4 years, so 8 in total without some of these items being done.   i emailed the salesman to ask what they would propose to do. The matter is complicated by my living 450 miles away in Scotland, and 200 from their nearest branch, a Mercedes dealer in the Lake District, so I suggested getting my cheapest local specialist to do the works that have fallen due, however I have received no response.   Whilst I am still within my 30 days i don’t want to reject the car, which is otherwise perfect, but the fact remains that the Audi 150 point check only asks for upcoming mot’s to be checked and not services and surely you wouldn’t buy an approved used car and expect to have the service light come on 2 weeks later and have to spend almost £500 putting it right.   i would really appreciate some advice on next steps and perhaps who to escalate this to. Meantime the car is booked in for 2 weeks time to get the work done at the cheapest reputable place I could find.   Many, many thanks in advance
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Payday Express failed to investigate my complaint


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Hi admin, couldn't find a Payday Express forum, could you please move this conversation to correct place for me.

 

OK I have made a complaint to payday express re a loan provided even though my credit rating at the time was shot to bits with lots of defaults and other pd loans. They have come back to me and said they have'nt been able to look into my complaint due to a heavy workload.

 

So now I want to take my complaint to FOS but need help on how to word my complaint now that PDE have failed to respond within the weeks they were given.

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Thread moved to correct forum.

 

So, basically they are saying they won't even investigate the complaint due to the workload? You couldn't make it up could you.

 

I think a basic letter (or email) to the FOS should state just what you have put above. I would think PDE are hoping you won't continue with this.

 

After the first 25 complaints (which are free) the FOS will then charge PDE for each complaint which will cost them far more than they would have to pay out in the first place.

 

Strange!

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am still waiting for their official response, but it boils down to the fact due to a heavy workload etc etc.....but that they still might come back with a response at some point in the future, and that I am free to contact FOS if I am not happy.....my complaint as above was for 2 loans back in 2013 - one in june and the 2nd in july, the 2nd one i defaulted on and although I cant remember how much the original loan was for, with default charges late fees etc the debt now stands at just over £800....my complaint was to get back all loan charges and write the unpaid debt off.....does the fact that they have failed to respond with a final offer make my case stronger to get the debt written off?

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As they have said they 'might' come back with a response, I feel that to complain to the FOS may be fruitless unless it already is over the 8 week response time.

 

Just because they have a heavy workload is not your fault so they should investigate.

 

The FOS has made many decisions in the consumers favour however, it isn't a given.

 

Detail what you have done previously to resolve this, include any letters (or emails) they have sent you. Don't make it too long and include bullet points to make it easier for the adjudicator to understand.

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Escalate to the FOS then. That will cost them another £500 on top of any compensation to you.

 

Bear in mind the FOS are also VERY busy so it will take time unless PDE fold at the first contact.

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ok then, this would be my complaint to FOS and what I would like as a resolution;

 

My complaint is that Payday Express failed to carry out the appropriate credit reference checks on 2 loans taken out in 2013. Should they have carried out even a basic level credit check they would have clearly seen that I had taken out numerous payday loans in the recent past, had numerous defaults against me and at least two CCJ’s which had only recently been settled and therefore the loans would not or should not have been granted.

I have raised a complaint with Payday Express regarding both loans asking them to remove all references for these loans from my credit files, to refund all loan charges, interest charges and default charges and to write the unpaid debt off. I gave Payday Express 8 weeks to respond and they have advised that due to a heavy workload that they have been unable to look into my complaint within this time period, but that they may still come back to me with a final resolution, although no time frame has been given for this.

Secondly, after receiving an email from Payday Express dated 4th April 2014 stating that I owed £850ish to which I replied that “To whom it may concern, I have neither admitted this debt nor have I made any agreement to any form of payment. Please ensure your records show this”, that Payday Express failed to respond with any form of reply and that on the 17th April 2014 another email was rec’vd from Payday Express stating that they had still tried to take the amount of £850.50 from my account even though they had provided no to information to prove that I owed this debt. (Copies of these emails are included).

I also think that it would have been clear to Payday Express that any loan would have been a risk as I also failed to pay back on time previous loans taken with them. (A copy of an email sent to Payday Express on the 01/03/2013 relating to a previous loan is included).

 

What I would like to be done;

I wish to ask that all references to loans taken out with Payday Express to be removed from my credit files.

Any and all interest charges, loan charges and default charges on loans taken out with Payday Express - not limited to the 2 loans mentioned in this complaint but associated with any loans tkaen with Payday Express to be refunded to me.

The loan that is currently outstanding to be written off.

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  • 1 month later...
I've had the same response. When I asked PDE what the issue is I just got a standard reply "you are free to contact the FOS etc"

 

Do you have a thread on this?

 

My suspicion is that they are fobbing people off as they know a lot of complainants won't go as far as the FOS.

 

Do you have any idea of how much you think they may owe you? If not, you may need to get the statements to get a better picture.

 

It would be a lot quicker to take court action BUT never threaten them with action unless you are prepared to follow through.

 

If you have good enough figures to make a claim, a Letter Before Action is the first step giving them 14 days to respond. On day 15, claim!

If you are asked to deal with any matter via private message, PLEASE report it.

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  • 2 weeks later...

update - final response rec'vd due to the intervention of FOS - PDE have accepted no liability, said everything was done, credit checks etc etc - unless its a typo error on their part thay state in their final response that my "your net monthly salary as £12,152.00" ...I wish it was....I took 2 loans with them at a time when I was reliant on PDL's - the first loan was for £200 paid back on time - the 2nd loan was for £500 taken out the day I repaid the 1st loan. Anyways usual story could afford to repay it and now the debt stands at £850 - they have offered as a gesture of good will to waiver the £250 of charges - but not stated what is to appen to the remainder nor have they confirmed that they will remove the details of these loans from my credit files

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they also state in their final response/offer - Our Settlement offer is made without any admission of liability and will remain open for fourteen days from the date of this letter. Our offer is strictly confidential and conditional upon you agreeing not to disclose to any third party details of the offer, the fact that an agreement has been reached and the terms of our agreement.

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Well, you have just breached the terms of the agreement :lol: but I don't think it matters because it is only binding if you agree to it. I suspect they don't want the Ombudsman doing anything more.

 

Personally, I would reject it and let the Ombudsman make a decision. Remember, it is an adjudicator that makes the initial decision and if you disagree, they will escalate it to the Ombudsman. If the Ombudsman doesn't agree with you, you can still reject the offer and take matters into your own hands (legal action)

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Well I would point out to them that if you were earning that much a month, then you wouldn't have had to borrow from them in the first place ? Also, if they can make such a mistake in a letter to a customer then what other mistakes have they made ?

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yep - i have decided to thank them for their response and emailed them asking for confirmation f a few things, like if i did state my monthly take home was that much then it would have shown on my credit files, and why on earth would i want a payday loan if i earnerd that much - and given them 3 days as theyve already had 10 weeks

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i think i read somewhere that FOS will charge PDE £500 if FOS deal with my complaint - if this is correct???? would it be worth reminding PDE of this as I would still owe them £500 and am happy to make an arrangement to pay it off providing they remove it from my credit files

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From my own recollections (and as posted above #2) each firm pay a fixed amount each year and for that they get 25ish cases free of further charge. After that, for each complaint accepted by the FOS, they will charge the company approx £500 for the privilege of investigating them. Pay day loans are still high with the FOS so I would imagine that PDE has already exceeded its free ones.

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  • 3 months later...

Any news?

247 Moneybox - balance written off, default removed

Cash Genie - bogus default removed

Peachy - interest refunded, default removed

1 Month Loan - interest refunded, data removed

Peachy - balance written off, default removed

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Any news?

 

Hi, they found in my favour for the 2nd loan as this was over twice the amount of the first loan. I still have to pay the loan amount back but all interest, defaults etc are to be removed and when it is repaid removed from my credit files.

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