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A couple of weeks ago I sent a complaint off to the FOS asking them to investigate a request by me going back to 2013 about interest and fees charged to my account.
In brief, I first wrote to Marbles in April 2013 asking for fees to be stopped and interest cancelled as I was genuinely struggling to meet the monthly repayments - after 10 weeks, I got their first response, and eventually a plan was put in place (on 13.08.13). Much of the delay was down to Marbles, so I asked them to consider refunding me the interest and fees between April and August 2013 - I never received a response, so chased them again in January.
I eventually received a letter from the Customer Service (!) Team on 12th February, basically telling me where to go - by then I had already sent my FOS complaint off.
FOS have tried to walk away from this by saying it's more than 6 months since Marbles gave me their final response (they are referring to a letter from them dated 1st August 2013) - I suspect their letter (dated 26.02.14) telling me this crossed with the latest letter from Marbles, which they received on the same date (a case of one hand not knowing what the other is doing!).
I have e-mailed them today - will post updates.
I've had confirmation from the FOS that they will look into this because of the most recent correspondence from Marbles.
In brief, I first wrote to Marbles in April 2013 asking for fees to be stopped and interest cancelled as I was genuinely struggling to meet the monthly repayments - after 10 weeks, I got their first response, and eventually a plan was put in place (on 13.08.13). Much of the delay was down to Marbles, so I asked them to consider refunding me the interest and fees between April and August 2013 - I never received a response, so chased them again in January.
I eventually received a letter from the Customer Service (!) Team on 12th February, basically telling me where to go - by then I had already sent my FOS complaint off.
FOS have tried to walk away from this by saying it's more than 6 months since Marbles gave me their final response (they are referring to a letter from them dated 1st August 2013) - I suspect their letter (dated 26.02.14) telling me this crossed with the latest letter from Marbles, which they received on the same date (a case of one hand not knowing what the other is doing!).
I have e-mailed them today - will post updates.
I've had confirmation from the FOS that they will look into this because of the most recent correspondence from Marbles.
