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Late payment charges

Back in January a DD was returned and the instruction was then cancelled. Since then we have had £70.00 worth of late fees added to our account as we have been paying online with card when we have received an email to say the bill was due.

Our BB has now been cut off saying we owe a payment of 52.50, all of which resulted from late payment fees being added to the account even though we have paid every month and have actually paid more than what our actual package amounts to.

I phoned customer service and was passed through to another department without any explanation passed on and am now waiting for a supervisor to call me back. I was informed I can get the late fees refunded if I make the payment outstanding.

Why can I not have them credited back now as the payment outstanding is solely down to those being added to the account initially? I've spent nearly 50 minutes on the phone without getting anywhere.

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Message 2 of 13
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Re: Late payment charges

Hello stevenj89

I am more than happy to take a look at this for you 

I will need to send you a private message to pass security 

If you can check the purple envelope top right of your screen that would be great

Regards                           

Gareth_L

 

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Message 3 of 13
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Re: Late payment charges

Hi Gareth, I haven't received the PM yet
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Message 4 of 13
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Re: Late payment charges

Before I can have a look at this I just need to ask you a few security questions

Can you confirm the following please

Account Address

The name on the account

You are the account holder

The 1st 3rd and 4th characters of the memorable word on the account

                 

Regards

Gareth_L

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Message 5 of 13
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Re: Late payment charges

I replied in a PM

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Message 6 of 13
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Re: Late payment charges

Thanks stevenj89

I will have a look now and reply back to your PM 

Gareth_L

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Message 7 of 13
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Re: Late payment charges

Thank you!

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Message 8 of 13
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Re: Late payment charges

Thanks for waiting stevenj89

Sadly there is an open complaint on the account already, which has been Deadlocked by our Collections Team 

Unfortunately I am not able to over ride this decision. 

You would need to go down the Alternative Dispute Resolution path 

Which is detailed here

Gareth_L

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Message 9 of 13
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Re: Late payment charges

So are we supposed to go for up to 28 days without BB?

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Message 10 of 13
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Re: Late payment charges

Hi stevenj89

That is something you would need to discuss with our Collections Team 

With all customers if a balance is outstanding the services can become suspended until a payment is made 

Gareth_L

 

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