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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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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
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      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
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Hi Everybody,

 

Not sure this is the correct place for this but as I bought the item from Curry's I thought it was the best place.

 

I am after some advice regarding a washer/dryer that is protected by a 12 month Mastercare support agreement.

 

The washer dryer is 8 years old but we have always been protected by Mastercare and they have always fixed the problem throughout the years. However a few weeks ago we had a the common problem of the dryer not getting hot and requested an engineer to come out and clean the condenser. If this was an easy job I would have done it myself, but it is buried at the bottom of the washer dryer and we have been told not to do the job ourself. Anyway, he found a piece of plastic in the pump and claimed this was the problem. We asked him to clean the condenser and he said "no". We were not surprised when the dryer was exactly the same and on the first wash after he left the drum started making a loud noise so we reported both faults.

 

On the second visit (12th November) he said we can still use the washer but we need a new drum. He also ordered a new condenser and said there is no need to clean the condenser as a new one is coming. The day after he ordered the drum and condenser I got a text saying they were out of stock and we would be contacted when they come in. I have used the washer a few times but it is getting nosier and nosier and it really is not washing clothes very well. I rang today for am update and they said there is no expected date for the drum, so i asked if they can send an engineer to fix the condenser, and this is where i need advice...

 

She told me I can not have an engineer because I have already had two visits with the same problem. Despite explaining that neither of them actually bothered to empty the condenser, she was adamant that no visit can be booked and I need to speak to my home insurance company and ask them to fix the problem. I have never heard this rubbish before and doubt it is true but she would not budge. The new condenser is also out of stock and I will have to wait for it to arrive. I am basically without a washer or a dryer, no engineer can be booked and they have no date of when the machine will be fixed.

 

The agreement says "For the life of your support agreement we will carry out as many repairs as your product needs" it makes no mention of two visits only. I can not find on the warranty an explanation of how long they have to fix the problems which is already becoming an inconvenience. Does anybody know what a reasonable time to fix the problems is?

 

I have been offered another 12 month agreement which is due to start next month but do not know if I should take out the cover.

 

I hope I explained my problem properly

 

Kind Regards

 

Jimbo

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Hi JimboJames

 

I have a friend who works for Currys... He is advising me that you should go into store and discuss it with the staff there. Due to the level of work you should be entitled to at least a expiated repair or replacement in some circumstances.

This may require you to get a 3rd party involved to assess the unit but you can recover this cost in some form if any legal action or complaint is raised accordingly.

 

If this fails and you cannot get a successful resolution, Due to the amount you will have paid for the cover, Currys will be liable to replace the device as part of your terms but may cancel the cover.

Also with this washer dryer being 8 years old, it may be End of life.

 

Please let us know how you get on. Any questions please ask...

 

FKO

 

We could do with some help from you.

 

Have we helped you ...?         Please Donate button to the Consumer Action Group

 

**Fko-Filee**

Receptaculum Ignis

 

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Hi and thanks for the reply,

 

I have been into Currys today and they could not have been more unhelpful. The would not look into the problem, they would not ring them for me, they would not look into a new policy of customers being told to claim on home insurance, they would not look into a new policy of two visits only per problem, they would not find out how long Mastercare have to fix the problem and they would not look at my policy to see is I have missed anything to clear the matter up. They just kept saying I need to speak to mastercare as the sale was so long ago.

 

I said yesterday that my machine was 8 years old, well it is actually almost 9 years old. However in the last 4 years I have had a new drum. new door, new elements, new counter weights, new seal, new gasket, new pump. new condenser, new motor to name just a few things. Mastercare must be aware of this as they are offering me 12 months cover for £145. I was not going to do this, but I would like them to fix the problems which are covered on my current policy.

 

I spoke to my Home Insurance and they have never heard of anybody being advised by Mastercare or any warranty company to claim on home insurance. They suspect I am being mislead

 

I will email Mastercare and ask for clarification on what customer services are telling me.

 

Thanks

 

Jimbo

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Hi Jimbojames....Usually these type of agreements have a "Cant repair we will replace" you usually have to pay delivery charges etc,do not try to make any DIY repairs it will invalidate your agreement. As they cannot give you any idea of just how long the parts will take to obtain the drum and condenser,ask for the machine to be replaced under the agreement. Your Home Contents Insurance would not cover machine repairs

 

FS

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Hi Everyone, an update on what has happened...

 

I emailed Mastercare on Sunday using the email on my policy and have heard nothing from them. I then emailed knowhow on Tuesday using the email address on my renewal letter and had a auto reply saying they will get back to me in 5 days.

 

I called Mastercare yesterday evening asking for an update on the parts and for a date for them to fix my machine before i can ask for a replacement product as per the terms of my policy. They said that there was no date on when the parts would arrive and they could not give me a date when I could ask for a replacement and the machine would be repaired in due course. I told them this was unacceptable and I would call back in a week and if the answer was the same I would be asking how I start an official complaint and how I contact the CEO.

 

This morning at 8am I had a call from Hotpoint booking my repair for Monday next week. I asked about my previous problems with the 2 visits only and having to claim on my home insurance and if this was a new policy

 

Operator - So look out for a text on Sunday

Me - Yeah I know how it works. Can you answer the question I just asked

Operator - Is there restricted parking at your property?

Me - No, and for the third time can you answer the question (which i repeated)

Operator - The text will give a three hour time slot for the appointment

Me - I have asked you a question three times and you are being most unhelpful to me. The first thing you said to me was "this phone call was being recorded" So if I put in a complaint about about this whole situation, is it OK to ask them to listen to this call and show how unhelpful you have been?

 

He hung up on me

 

I called Hotpoint back and spoke to a different person who actually took an interest and told me looking at the phone records it seems that last Friday my call was diverted to Currys and it was them who told me something that is not true. My policy entitles me to unlimited call outs and one should have been booked when i requested it.

 

All of this could have been avoided but at least it looks like it will be resolved on Monday

 

Cheers

 

JimboJames

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  • 4 weeks later...

Hi Everyone

 

I have finally had a reply from Currys...

 

Having looked into this for you, I can confirm the information you were given regarding the amount of visits you can have and the fact you would need to contact your home insurance was incorrect. Please accept my apologies for this mis-communication.

 

However due to colleague confidentiality this will be an internal investigation and you would not receive an outcome to this complaint

 

Does anybody know if this is true? And is this what they always say about complaints? or are they just trying to end my complaint without it actually being investigated? I was never after anything, but would have liked to have known that at least staff training will take place and the same thing will not happen to anyone else in the future.

 

Thanks

 

jimboJames

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