Offered a deal and accepted it but now they say it was an error

[Blushingm]

Hi have a credit card that’s a fee rather an interest.

i had a letter in June say as I was paying more in interest than off my balance they’d offer me a fixed payment if £11.61 for 48 months to pay it off I rang and said ‘ummmm I don’t pay interest’. The advisor said I had to accept it or my card would be frozen. I’ve never missed a payment and the balance was only £550. I also always pay by card but I was told direct debit or no plan

anyway. I clicked accept and begrudgingly set up the DIrect debit

payment day comes around they take £42. I call up and they say that’s correct. I emailed a complaint. They apologised and said it would start next month.

next month I notice my payment due is £39. Again not the £11.61 I’d been offered and agreed to. I emailed and had an apology and was told it would start the next billing cycle.

I phoned up as the amount still hadn’t changed and the advisor says it’s because of the interest - I explained I don’t have interest, it’s a fee. She was v rude so I asked for a call back on my day off. They rang on my work day instead. I explained and she confirmed £11.61 but assured me someone would call before 12 the next day to explain what had gone wrong. No call to I called and this time they said my payment was £11.61 unless my balance increased. It hadn’t it had gone down but she kept insisting that the amount of £39 was because of interest and a change in balance.

i emailed again - annoyed at all the conflicting information.

I’ve had a reply that I should never have been offered it in the first place as it was meant for interest accounts not flat fee.

im wondering that if they’ve offered and I’ve accepted do the have to honour it? I really pissed off already

I don't know anything about this sort of stuff but if I were you I'd go directly to their office - assuming there is one - as it doesn't sound like you'll get anywhere on the phone.

Can you get rid of the card altogether ?

There’s no office. It’s phone or email contact

What card is it?
I dont understand the fee rather than interest. How much is the fee you pay?
Maybe cancel the direct debit and go back to paying the way you did before although the longer you take to pay the more you will pay in the end

The call center staff are unlikely to have the authority to action anything.

Email them with the words formal complaint in the header and at the top of the body of text.

Explain what your issue is and ask them to confirm that they will implement the agreement.
They then have to follow a legal process which will be outlined on their web pagea.

Also do a second email a subject access request for the audio and any other data going back say 6 months.
https://ico.org.uk/for-the-public/getting-copies-of-your-information-subject-access-request/

It’s a 118118 money card. I’ve had it about 10 years. There’s a set fee you pay every month rather than paying interest. They dont offer the card anymore but existing customers keep the fee arrangement.

I can’t find anything at all on their website - it’s all very vague. They dont seem to have a set complaints process

I feel that since they offered the plan and I accepted it’s unfair to withdraw it and say ‘sorry, our mistake, you can’t actually have that deal’

This link will explain how you make a complaint:

https://www.financial-ombudsman.org.uk/consumers/how-to-complain

The main thing is use the words "Formal Complaint"

Assuming this is the business? :

If you need any immediate help then get in touch with us by calling 02920 548 118 or email us at [email protected] (02920 548 118* is charged by your provider as UK national number).

118 118 Money is the trading name of Madison CF UK Limited. Company No: 08393840. Registered office: The Clubhouse, Holborn Circus, 20 St Andrew Street, London, EC4A 3AG. VAT number: 242 5953 01. Madison CF UK Limited is authorised and regulated by the Financial Conduct Authority (FRN 741774). Madison CF UK Limited is also authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 for the provision of payment services. You can confirm our registration on the Financial Conduct Authority’s website or by contacting the Financial Conduct Authority on 0800 111 6768. 118 118 Money is a member of the FLA (Finance and Leasing Association) and subscribes to its lending code. Credit is subject to status, affordability and credit checks. Credit is only available to UK residents aged 18 and over. Terms and conditions apply.

https://www.118118money.com/faqs/

That’s the business and I’ve been emailing the complaint dept.

i feel they should honour their offer - even if it was their mistake. It’s take 6 weeks and several calls and emails where they’ve given such incorrect information - fair enough if they realised their mistake straight away but they kept trying to justify things and imply I had misunderstood

Do the formal complaint and they have to proccess it in line with the financial licence rules.
The issue will normally be that you are dealing with lower level staff who have to follow a script.
You need to be moved to the correct department as you have a specific contract term issue but their script is not covering that so your calls are being mismanaged.

Plus do the SAR as that will give you your recordings