Wrongful Default - Very/Additions ref £7 P&P charged wrongly allocated CRA's

[lottie18]

Hello

Stumbled upon the site whilst looking for help/advice about a rather frustrating/stressful issue I'm having with Shop Direct/Very/Additions - would be so grateful if someone could please point me in the right direction of where I can post my 'issue'. Forums confuse me a little... :-)

Thank you
Lottie

[Kati]

Re: Hi there :-)

Hi Lottie,

If you post your query in here (so we know what the problem is) someone will point you in the right direction!!

Don't worry about not understanding forums ... we're all friendly on here and will help in any way we can.

Kati x

[lottie18]

Re: Hi there :-)

Hi Kati :-)

Thank you! So I am currently trying to purchase my 1st house and am having major issues with 5 missed payments on a Very account that I had. Its quite confusing but I've tried to explain the best I can below:

I bought a TV on "buy now pay later" in September 2012, to be then paid September 2013. When I bought this TV with my Very.co.uk account, they actually allocated my purchase to an old Additions.co.uk account that they had acquired. I no longer used my additions account and I could not access it from within my Very.co.uk account. The missed payments relate to the postage & packaging for the TV which was £7.

I purchased some more items from Very.co.uk in November 2012. Had the TV been allocated to the correct online account I would have been able to see that I owed for the postage and packaging and would have paid it straight away. I then paid the p&p for the items bought in Nov 2012 which was £4.95. I did not know about the p&p for the TV until I bought my credit report in March 2013 (having been turned down for a car loan) and it was then that I saw the missed payments. I contacted Very who confirmed I did owe £7 but they didn't explain about which account it was allocated to (that is new information I have recently been made aware of). I paid £10 towards the p&p in March 2013. I realised something was not right when I came to pay the TV in Sept 2013 and Very informed me that I did not have any outstanding money to pay. Only after several emails and me being insistent that I did owe them money, did they then find the TV on an old account. I paid the £349 straight away.

I should have persisted with them and sorted it out last year but I didn't even realise that £7 would cause me to be declined for a mortgage!!

Shop direct have told me that they will give me a decision by 4th September, which by the will be too late & I will have to accept a higher rate mortgage (should this 3rd application be successful). I'd like to know if there is anything I can do in the mean time to help myself? And also what are the likely chances of getting compensation from them for the higher rate I am going to have to pay now? (I was originally accepted for a low rate but it was the underwriters that declined me).

Thank you
Lottie x

[Kati]

Re: Hi there :-)

Have you done a credit check yourself?? Is there a default/ccj on it?? That could affect your credit rating and make it more difficult to get a mortgage :tinysmile_hmm_t2:

I'm afraid I don't have much knowledge in this area myself, but I know there are lots of people on here who can advise/assist you with this!! Don't worry - someone should be along soon :tinysmile_grin_t:

Kati

[lottie18]

Re: Hi there :-)

I have, I've got all 3 of my reports and they all have 5 missed payments on for a grand total of £7 (Nov 12, Dec 12, Jan 13, Feb 13, Mar 13). The account is 'settled' but classed as delinquent. I have no other late payments or arrears of any kind, I'm incredibly frustrated about it. I've been told by the 1st 2 mortgage companies that I would have had no issues at all if there were only 2/3 missed payments but because its 5 then I'm having a really hard time with it. They have both said it doesn't matter if its '£7 or £7000' they are still missed payments
I passed the initial credit score with Natwest, so I'm just about to go through the main application but it is for a higher rate and 2 years not 3 (its £120 more a month).

Thank you for your help :-) x

[Kati]

Re: Hi there :-)

:bump2::bump2::bump2:


Personally, I would be p'd off with Shop Direct you wouldn't have missed any payments if you had access to the account to start with (and they could have written to you with a payment slip after the first 'missed' one anyway). Have you thought of putting in a formal complaint??

Kati

[lottie18]

Re: Hi there :-)

Oh yes I'm very peed off with them, and I have told them in no uncertain terms that I am! I've put in a formal complaint and they said they would give me a decision by 4th Sept (it will be too late to do anything about my mortgage rate then). So I was wondering where I stood in terms of compensation from them? As if it wasn't for them then I wouldn't have to pay the rate I will be doing (should everything go through).

The daft thing is I bought the TV in September and then bought something else in November and the TV or the outstanding money was no where to be seen on my account...! I only found out about it when I went to get a car loan and was declined (much to my confusion).

Its scandalous :mad2:

[Amethyst]

Re: Hi there :-)

Hiya,

This sounds like a complete pain in the bum for you, and Very are most definitely in the wrong. I'll move your thread to the Wrongful Defaults forum and change the title and bump a couple people to come and have a look. You sound like you have done the right things so far, did you make your complaint formally in writing, and have you told them you will go to the Financial Ombudsman if the fail to resolve it?

Very should have sorted the issue with the credit file when you first notified them of their mistake in, presumably, September 2013 (when you went to pay for the TV before the interest kicked in).

What happened with the Car Loan in the end?

Of course your credit file may also be damaged by the two failed mortgage applications now.

So there should be some sort of compensation for the length of time they have taken to put things right and the loss you have incurred because of it. If you can possibly hang on for this to be sorted, or ask the mortgage companies to contact Very regarding their error on the account, get a letter from them confirming there was an error, or something like that, I wouldn't recommend getting yourself into a higher rate mortgage as it is a huge long term commitment if you can possibly avoid it.

Sharon
xxx

[lottie18]

Re: Wrongful Default - Very/Additions ref £7 P&P charged wrongly allocated CRA's

Thank you very much Sharon :-)

When ever I call to to inquire about it they just fob me off and say they are dealing with it, they won't give me any information.
Technically they should have sorted it out, but I guess as I didn't push them about it they just forgot about it. I would have, had I known the absolute nightmare it would cause.

It's the perfect house, just what I wanted, its already taken me 5 weeks to get to this stage and I know the vendors are getting worried (I haven't specifically told them the issue) especially with me being a 1st time buyer as well.

I only submitted my complaint by phone call, but I sent a notice of correction to all 3 credit agencys. Equifax kindly forwarded it to Very (with my very detailed explanation above) and they replied to Equifax saying they would forward my comments to their 'customer excellence team' who is now dealing with my complaint. So that's a step further along. I haven't mentioned compensation or the ombudsmen to them, do you think I should? Should I write them a letter?

I applied for a car loan last September (before I knew of this) and it was declinded. I then applied for a smaller car loan though Hitachi in February and it was accepted but at a high rate. That was obviously because of this situation.

With the 1st 2 mortgages, the 1st was outright declined but the 2nd was accepted (low 3 year deal) but it was the underwritters that said no, they even had all my information about this but it still didn't make any difference.

I was hoping that Very would sort it out ASAP, as I had explained numerous times that it is urgent, but they don't seem to care one bit. The only way possibly is to drop out of this mortgage (if it does go through) pay any fees and then try go with the previous ones again. But I don't want to lose the house, I may just have to go with it and hope that I can get some compensation for the higher rate at least, if not everything that they have put me through.

Sorry long post :tinysmile_hmm_t2:

Lottie xx

[lottie18]

Re: Wrongful Default - Very/Additions ref £7 P&P charged wrongly allocated CRA's

I have a slight update...

Just called Very & surprise surprise they haven't even looked at my complaint yet, its in a 'queue'. The guy noted down that I want compensation & also for their 'claims handler' to call me as soon as it is looked at, because by all accounts they don't even know what I'm complaining about!! He said the handler would listen to the phone call but do you think I should still send a letter?

Thanks for your help so far :-)
Lottie x