Having struggled to keep up with store card payments and accruing late fees, compound interest, and stressful phone calls regarding payment, the store card account was settled in full in July 2023 and account was closed, that was assumed anyway and nothing was said to the contrary. This was done by negotiating with the company and agreeing a final payment of 750e, which was made on 8/7/23. Access to the account was then blocked so no further visibility for the customer and the matter was considered finalised by the customer.
Roll on to yesterday, letter received from a debt collection agency, to say there was a balance of 691.33e outstanding on the closed store card.
Phone call to store card company elicited the following:
The account had rolled over into a new month (July 2023) and interest was calculated at the end of that month. The failure to pay that interest has resulted in late fees and compound interest, which now stands at 691.33e. Pay it by this Friday and we’ll settle for 250e.
When asked why they had never sent a paper bill or an email bill (as they always did), the response was we did, which they did not. There has been no written or verbal communication from them since account was “settled”.
Customer has now asked for copies of the letters and emails sent since July 2023, with a view to possibly making a complaint to Financial Ombudsman.
Does anyone have any thoughts on this? It doesn’t seem right that they can make an agreement and accept a final payment and then hit the customer again for almost the same amount paid off last year!
Just to add, customer has no issue paying any outstanding interest that had accrued up to July 2023, accepting that there might have been a small amount still due at the end of July, although this was unknown until this week.
Roll on to yesterday, letter received from a debt collection agency, to say there was a balance of 691.33e outstanding on the closed store card.
Phone call to store card company elicited the following:
The account had rolled over into a new month (July 2023) and interest was calculated at the end of that month. The failure to pay that interest has resulted in late fees and compound interest, which now stands at 691.33e. Pay it by this Friday and we’ll settle for 250e.
When asked why they had never sent a paper bill or an email bill (as they always did), the response was we did, which they did not. There has been no written or verbal communication from them since account was “settled”.
Customer has now asked for copies of the letters and emails sent since July 2023, with a view to possibly making a complaint to Financial Ombudsman.
Does anyone have any thoughts on this? It doesn’t seem right that they can make an agreement and accept a final payment and then hit the customer again for almost the same amount paid off last year!
Just to add, customer has no issue paying any outstanding interest that had accrued up to July 2023, accepting that there might have been a small amount still due at the end of July, although this was unknown until this week.