Credit agreement dispute problem / littlewoods

[Astronomyphilly]

Hi guys,

 

In need of some advice and guidance regarding a credit agreement with littlewooods.

 

In March this year our Television broke and so I sought a replacement. As it happened Littlewoods had some offers on their range of TVs and combined with a new customer discount tis made for a good deal on the TV I was looking for. Combined with their 12 month pay later 0% this seemed a great way to get the TV quick and set the money aside to pay for it at Christmas when I had a bonus due.

 

Upon ordering the TV the representative on the phone struggled to get the order through, first the code wouldn't work, then something else, the the wrong finance plan, the wrong item but Finlay I was able to pay £250 deposit and place the order. The rep assured me the code would be added to the order, the mistakes he'd made ordering it twice rectified and not to worry.

 

TV arrived as promised, just the one, everyone happy.........until the statement arrives the following month. Not only had the discount not been applied but the finance plan was over 3 months, not the 12 at 0%. These two things are what swayed me to buying the TV in the first place. Without, I'd have been better off going elsewhere.

 

I called them, after about an hour of being passed from one place to another I was finally assured not to worry, told to ignore the statement and minimum payment and that following one would be correct and show what I'd actually signed up for.

 

Not only did this following statement not show this, but the amount had increased and a default and missed payment charged added.

 

This has continued each month. Me spending £50 or so and hours on the phone to them with promises of someone will surely call me back, it will be put right and not to worry. Not only have I never received a call back but the statement amount continues to increase despite their acknowledgement it is incorrect and their mistake.

 

It may only be a trivial amount of a few hundred pounds but that is a lot of money to me and something I have to work every hard for. With the time off work on the phone and the cost of calls it adds up to more than I should owe them!

 

Where do I stand on getting these expenses back and sorting this out as 4 months on and it still continues. Its pretty stressful and worrying and I shouldn't have to be spending days on the phone in then little time I get with my family running up expenses chasing a problem they freely admit is there mistake inn the first place.

 

What to do?

 

All help and advice appreciated.

[fkofilee]

Howdi And Welcome Back To CAG

 

The best thing i suggest is to lodge a formal complaint as i belive you have potential grounds for a mis-sale of the product based upon what enticed you to take out the agreement.

I think it is very poor that you have suffered as much as you have and I would expect better.

 

As LW are part of Shop Direct, I bring a gift in the form of the MD Email; I think the Exec Customer Relations Team need to go through this with a fine toothcomb.

 

[email protected] - CEO Shop Direct

[AndyOrch]

Thread moved to the appropriate forum.

 

Andy

[Astronomyphilly]

Thank you for the quick response and the email, I shale certainly say hello. Much appreciated.

 

I received a fairly plain scanned letter this morning from Shop Direct saying they are investigating my complaint ( finally? ) and will provide me with a final response by the 23rd August. That's something I suppose and lets say they do amend things and send me a correct statement, I've still been miss sold and would like to claim back my expenses chasing this. As stated at this point, its probably more than what I would owe them.

Edited August 4, 2016 by Astronomyphilly
spelling

[fkofilee]

Okay well I would send a copy of the letter via email to the MD and state while you have already complained, if its not resolved within 14 days you will take them to court. Bare in mind that you ONLY send a LBA if you plan on doing so.

[Astronomyphilly]

Okay well I would send a copy of the letter via email to the MD and state while you have already complained, if its not resolved within 14 days you will take them to court. Bare in mind that you ONLY send a LBA if you plan on doing so.

 

Thanks, have done that but no reply as of yet.

 

Do you happen to have or are able to link me to a template letter before action if there is anything specific I should be mentioning?

 

At this point I'd like to be prepared to go ahead and claim at least my costs as I've had my phone cut off due to the unexpected extortionate bill I wasn't exactly budgeting for. I'm certainly unable to pay this month and phone company not interested. Obviously this may now impact my credit file if they decide to go that way. Its all getting a bit ridiculous and farcical to be honest. Near 5 months of promises it'll be sorted now, how hard can it be to send me a correct statement??

 

To be honest, I don't even want to pay even if they do at this point.