DH got a car on PCP which ran out last month. We had saved to pay the last balloon payment but then a few things happened with the house so they have used up our savings. Anyway....we took the option to refinance.
3 months before the end of PCP We arranged the refinance agreement online (how they do it), and filled in all the forms, was accepted, digitally signed documents. All great....or so we thought.
The date for new finance agreement came..... And we got a message saying we were in arrears. We have always paid on time and in full so we're confused.
Called them and they didn't have the refinance agreement in place...a few more calls and complaints and it turns out that they have changed all the website and systems over to a new system and in the change over they FORGOT to send a form that needed signing.
They emailed this to us, we printed, signed, photographed and returned via email. That was a week ago.
Today we got yet another letter saying that we were in arrears and we need to pay the full amount.
Feel like hitting our heads against a brick wall, DH is getting angry (in case this ruins his credit score and we thought we had sorted everything in plenty of time) and is flitting between handing the car back or getting a loan from the bank... I say to try to be patient and give it another week to set up the agreement. He has to give them yet another call to find out if it's been set up yet.
Aibu to expect companies to not "forget" to send important documents, and maybe they could send a reminder that documents are still outstanding.
Plus... Interest rates have gone up since we originally did the agreement so it may end up with us paying more than we would have 😡