Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Actually I know I'm not but Very.co.uk are...

24 replies

Imusteatmoredoughnuts · 14/10/2013 17:31

So Very have not been sending me paper statements and now I have received an interest charge in my account, I noticed by fluke as I checked it online.

I called them straight away and offered to make payment in full if they took the charge off... 12 days over the due date so not even long.

Customer Service are no help at all, they say they have to email another department - they don't even have a number for them.

I was promised a call back but only got an email which doesn't make sense as does not address all of what I've told them. All it does is apologise for inconvenience and repeats that they did send a statement out.

I am going to pursue this and will look at the office of fair trading website.

Has anyone else experienced this with them or anyone similar??

OP posts:
Original poster
Imusteatmoredoughnuts · 14/10/2013 17:47

Bump!

OP posts:
justabigdisco · 14/10/2013 17:49

So you were 12 days late in making payment and you think they are unreasonable for applying the (presumably in T&C) charge?

ItsAllGoingToBeFine · 14/10/2013 17:53

You are being very unreasonable.

If you choose to open a credit account you have to pay in full by the due date or you will pay interest. If it is an online account it is your responsibility to be aware when monies are due.

There is no point at all in arguing with them, pay up ASAP so the interest doesn't keep going up and in future pay by the due date/don't open credit accounts.

This is entirely your own fault, and Very are acting entirely correctly.

CoffeeTea103 · 14/10/2013 17:57

Yabvvu, you were overdue so they charged interest. You noticed the amount by 'fluke' as if you were doing them a favour. You most definitely should pay both.

Beccagain · 14/10/2013 17:58

Agree with everyone else with the added caveat that if you kick up too much about it, it could affect your credit rating.

MetellaEstMater · 14/10/2013 17:59

Completely unreasonable - you take credit, the onus on you is to pay on time.

Beccagain · 14/10/2013 18:02

As an aside, I am interested to know how you've come to the standpoint that you 'know' you're not being unreasonable.

FWIW I think you would not have been unreasonable to contact them saying it was your bad, but you were expecting a paper statement, and in view of your good previous record (assuming that to be the case) would they consider waiving it as a gesture of goodwill....but that is all.

LAlady · 14/10/2013 18:07

You are being very unreasonable.

Isildur · 14/10/2013 18:09

Your account details are right there online. They send text/email reminders.

YABU.

Original poster
Imusteatmoredoughnuts · 14/10/2013 18:15

Like I said, I did not receive any paper statements otherwise I would have paid. Why on earth would I have waited until 12 days after to call and pay Hmm

The only reason I went online was to look at the price of something. It was only then I noticed it.

I set up Direct Debits and was under the impression I was paying this off. Turns out you don't have one account with them they class it as a separate account only they didn't tell me this when I set it up.

OP posts:
Original poster
Imusteatmoredoughnuts · 14/10/2013 18:16

I have never received a text or email reminder so don't know where you get from.

OP posts:
Original poster
Imusteatmoredoughnuts · 14/10/2013 18:19

I have a perfect credit history with them. If I had been allowed to speak to someone it would have been easier but 'Customer Services' can't help with anything, all they can do is take payment / orders. Anything else gets referred to someone that can can only emailed internally.

OP posts:
JemimaMuddledUp · 14/10/2013 18:44

Thank you for posting this and reminding me that I'd bought a pair of boots from them last month and they hadn't sent me a statement yet.

I rang them and discovered that they had applied charged and interest of £13 to my account! Angry

Because of course I know when the payment is due by using my psychic powers, there is no need to actually send me a statement Hmm

Anyway, rang them up and kicked up a fuss. They have refunded the charges (begrudgingly) and I have paid the balance in full. I won't be shopping with them again.

I was put through to someone in Finance, who had the authority to remove the charges. Customer Services didn't.

Oh, and YANBU.

JemimaMuddledUp · 14/10/2013 18:46

Ohm and I was told when I placed the order (over the phone) that I would receive a paper statement. So how was I supposed to know I wouldn't?

iwasyoungonce · 14/10/2013 18:46

As this is an honest mistake, I think they'd be pretty unreasonable not to refund the interest as a one-ff gesture of goodwill.

If they do not, then go to the Financial Ombudsman Service (FOS) and explain that you didn't understand that you wouldn't be receiving paper statements. Going to the FOS is free, so you have nothing to lose, and they will probably find in your favour.

ItsAllGoingToBeFine · 14/10/2013 19:22

Do Very actually do paper statements?

PumpkinGuts · 14/10/2013 19:28

I see what you mean, it would be stupid of them to not sort this out for you and lose a customer so they can get a fee.

jacks365 · 14/10/2013 19:33

Yanbu. You pay on a paper statement not an online account. They are responsible for ensuring you receive the statement and are responsible for the costs because you haven't.

Sallystyle · 14/10/2013 20:09

I have always had good experience with Very.

I accidentally put an item onto my main account instead of BNPL and they quickly changed it for me.

They have always been great.

In this case I think they are wrong. Unless you accidentally changed to paperless statements then it's perfectly understandable that you thought your statement wasn't ready because you were waiting for the statement through the post.

They should have sent an email if you had been changed to paperless statements though. Mine always goes straight into my spam box though.

makingdoo · 14/10/2013 20:14

Very are a nightmare to deal with.

I bought and returned a dress last year and still ended up paying £52 in charges as they said I was late returning it (I wasn't) and I hadn't been receiving statements. Only paid it in the end to put a stop to it all and protect my credit rating.

YANBU

PumpkinGuts · 14/10/2013 20:17

Stick this thread on their facebook or use twitter to tweet them.. its the quickest way to get customer services to pay attention in my experience

DumSpiroSpero · 14/10/2013 21:48

When they took over Index (?) a few years ago they wrote and told me that my account with them and the one with Index had been merged.

It was only when I had a letter threatening a CCJ several months later it turned out they'd cocked up and failed to merge the accounts. I'd been diligently paying on time every month whilst being totally unaware there was another account with an outstanding amount on it as accruing interest and charges and ended up getting clobbered.

Haven't ordered from them since and if I did I would pay up front.

TheTruthWillOut · 14/10/2013 21:53

Yes they do do paper statements. I got one and only then did I realised I'd opened a credit account. I'd bought a dress I thought. Turns out I'd put a dress on credit. Very. Cheeky. And if they'd not sent me a paper statement I wouldn't have realised I'd opened a credit account and owed them anything.

Original poster
Imusteatmoredoughnuts · 15/10/2013 13:35

Well DH called today to try and get a telephone number for someone and the advisor inadvertently said there were "thousands of people in the same position as you"

Not reassuring..

OP posts:
New posts on this thread. Refresh page