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Two months ago I had an urgency and needed cash to pay it (it was an expensive urgency.) Since I am just getting out of the silly debts I had, I thought I can take out a payday loan and pay back, and I found this Mr Lender. I applied and it was done/dusted in an hr, with them calling me and the dude actually being quite cool and helpful. I applied for 2 months, so it had one "rollover."
First month was fine.
This month, I got an email that they will charge the "rollover" fee. I found it disturbing: the loan amount is £500, a rollover fee is £175 and what they do is they effectively charge rollover fee only, every month, they should've charged for the whole amount per my application but there must be a small print I missed allowing them to change the whole thing like this.
At the same time, since switching jobs, I got much less salary so I thought, OK I just accept it and next month I pay them off ahead of debit and will be done with them.
However then the Lloyds thing happened. And thus Mr Lender could not debit me on Friday. Note, within 1 day, on Saturday I was already checking on the Llloyds issue, withhout knowing if this debit went through or not so it's not like I was sitting around.
On Monday (the next working day) they sent me this:
I had no messages - they basically disclosed all my data on my old business mobile which is IN USE by someone else, if they left such message that they referred to.
I replied noting to them that the "public file" has no accounts histories, and "negative marker"? Besides they didn't even report the account end of June, at least. I noted to them what is happening and that it's 1 working day of delay. I asked for their patience. Also asked them to note my phone has changed and that I cannot take their call during working hours but will let them know as son as I have update.
The next morning, I had no response so I sent a second letter confirming the same (except the stuff about negative markers on public reports.)
I had no calls.
But I received THIS, early afternoon:
During a break I called Lloyds and resolved the matter (see my Lloyds thread) and IMMEDIATELY after I called this lot. The dude was an a--hole, telling me I should pay and he doesn't care anything... I am hard to lose my patience with these people but I ended up wishing him that when he has unathorised payments he will have lenders such as himself to treat him the way he treated me. At the end he hung up on me.
I immediately sent a complaint about him.
No response.
I took the complaints address from their website and sent over the whole lot of emails (theirs and mine which they claim I have not written.) and I included an offer, that they get the amount I originally applied for, e.g. £500 plus £175 on or before 30 July (I hope to be able to pay off earlier, or the latest when I have my salary which is still days before this deadline. I don't pay them off immediately only cos I can't... I have some stuff urgent that of course broke when I have the least amount of money from my wages.) note, the balance according to them now is at £716, the difference is the fees occurred in just 3 days. I wrote these fees are not fair.
so they wrote me this.
10 mins after the email, someone from them called me - despite my request not to call me during working hours and was pushy to the end to talk, if we cannot talk my account will not be resolved blabla while I kept repeating I cannot talk. It made me literally shaking with anxiety, sitting at my desk and people hearing it. She introduced herself as "xy from LM" and I had to drag it out of her who she is plus she was rude.
I responded to the letter that my offer stands and will not be changed, and they should stop with their absolutely ridiculous fees, plus as part of the offer I made leave me alone until the 30 July and leave my credit file alone as well. I also sent an email that they called despite my repeated requests not to have calls, and it caused great distress and any further of these will be considered harassment. I kept telling them I am unable to take their calls so now I told them the distress and disturbance and emotional state they leave me in makes me unable to take their calls. This was the second time I told them, the OFT and the FSA would be interested in their consumer services and their fees, or if not a civil courts judge surely will be.
This is what I got from them now.
I will pay them their due, which was my offer, and I will do it according to my offer. I refuse to pay lateness fees of that degree and I find it unjust since;
Sorry for the long story. Any comments? Do I have to pay the horrible lateness fees?
Ps - I adore that poor Ashley girl is a whole department.
First month was fine.
This month, I got an email that they will charge the "rollover" fee. I found it disturbing: the loan amount is £500, a rollover fee is £175 and what they do is they effectively charge rollover fee only, every month, they should've charged for the whole amount per my application but there must be a small print I missed allowing them to change the whole thing like this.
At the same time, since switching jobs, I got much less salary so I thought, OK I just accept it and next month I pay them off ahead of debit and will be done with them.
However then the Lloyds thing happened. And thus Mr Lender could not debit me on Friday. Note, within 1 day, on Saturday I was already checking on the Llloyds issue, withhout knowing if this debit went through or not so it's not like I was sitting around.
On Monday (the next working day) they sent me this:
Dear [my given name],
> >>>> We tried to contact you yesterday as we could not successfully debit your card ending in ****XXXX for your roll over payment.
> >>>> Unfortunately, if you do not make a payment today by 6pm, we will have no choice but to mark your public credit file with a negative marker, you will also incur the late fee we advised you about yesterday.
> >>>> Call 0208-532-5024 and pay securely using a payment card.
> >>>> Or just click here<http://www.mrlender.com/makepayment/?uid=E47898B1-94EA-4EB6-AFA9-EDD043838961> (or cut and paste the link below);
> >>>> http://www.mrlender.com/makepayment/...9-EDD043838961
> >>>> Yours sincerely,
> >>>> Mr Lender
> >>>> We tried to contact you yesterday as we could not successfully debit your card ending in ****XXXX for your roll over payment.
> >>>> Unfortunately, if you do not make a payment today by 6pm, we will have no choice but to mark your public credit file with a negative marker, you will also incur the late fee we advised you about yesterday.
> >>>> Call 0208-532-5024 and pay securely using a payment card.
> >>>> Or just click here<http://www.mrlender.com/makepayment/?uid=E47898B1-94EA-4EB6-AFA9-EDD043838961> (or cut and paste the link below);
> >>>> http://www.mrlender.com/makepayment/...9-EDD043838961
> >>>> Yours sincerely,
> >>>> Mr Lender
I replied noting to them that the "public file" has no accounts histories, and "negative marker"? Besides they didn't even report the account end of June, at least. I noted to them what is happening and that it's 1 working day of delay. I asked for their patience. Also asked them to note my phone has changed and that I cannot take their call during working hours but will let them know as son as I have update.
The next morning, I had no response so I sent a second letter confirming the same (except the stuff about negative markers on public reports.)
I had no calls.
But I received THIS, early afternoon:
> Dear [my given name],
> We have sent you a couple of emails and text messages which you are not responding to.
> This email is a final method of communication asking you to contact us so that we can keep your account in order.
> Please call us urgently on 0208-532-5024 or visit www.mrlender.com and click on the Make Payment tab on the top menu. Then login with the following details to make a secure online payment;
> Username: ......
> Passsword: .......
> Remember, whilst you choose to ignore the repayment of this loan, you will continue to incur various fees and Interest at 25% of your balance!!! We do not want to have to charge you anything additional to what you already owe us so please call us so that we can work with you in processing the roll over that you requested.
> If we do not hear back from you today via email or telephone, we will have no option but to pass this account accross to our internal collections desk.
> Yours sincerely,
> The Collections Department
> We have sent you a couple of emails and text messages which you are not responding to.
> This email is a final method of communication asking you to contact us so that we can keep your account in order.
> Please call us urgently on 0208-532-5024 or visit www.mrlender.com and click on the Make Payment tab on the top menu. Then login with the following details to make a secure online payment;
> Username: ......
> Passsword: .......
> Remember, whilst you choose to ignore the repayment of this loan, you will continue to incur various fees and Interest at 25% of your balance!!! We do not want to have to charge you anything additional to what you already owe us so please call us so that we can work with you in processing the roll over that you requested.
> If we do not hear back from you today via email or telephone, we will have no option but to pass this account accross to our internal collections desk.
> Yours sincerely,
> The Collections Department
I immediately sent a complaint about him.
No response.
I took the complaints address from their website and sent over the whole lot of emails (theirs and mine which they claim I have not written.) and I included an offer, that they get the amount I originally applied for, e.g. £500 plus £175 on or before 30 July (I hope to be able to pay off earlier, or the latest when I have my salary which is still days before this deadline. I don't pay them off immediately only cos I can't... I have some stuff urgent that of course broke when I have the least amount of money from my wages.) note, the balance according to them now is at £716, the difference is the fees occurred in just 3 days. I wrote these fees are not fair.
so they wrote me this.
>> Dear [my given name],
>> Thank you for your email.
>> After reviewing your account we can see that you successfully applied for a loan with us on the 8th May for the amount of £500.00, £175.00 interest applicable.
>> Your loan was set to rollover on the 28th May and the interest amount of £175.00 was debited in order to defer the balance to the following month.
>> You were due to make a payment towards your account on the 28th June, no payment was received therefore the account entered arrears and has incurred late fees in accordance with your consumer credit agreement, please find attached.
>> Once an account has entered arrears our advisors will attempt to contact the customer in order to assist, we will also sent automated emails and SMS messages to inform the customer on the status of their account.
>> The outstanding balance currently stands at £716.00. Please contact us as soon as possible to arrange repayment of your loan.
>> Please also find attached our complaints procedure.
>> Kind regards,
>> Jessica
>> Complaints Manager
>> Thank you for your email.
>> After reviewing your account we can see that you successfully applied for a loan with us on the 8th May for the amount of £500.00, £175.00 interest applicable.
>> Your loan was set to rollover on the 28th May and the interest amount of £175.00 was debited in order to defer the balance to the following month.
>> You were due to make a payment towards your account on the 28th June, no payment was received therefore the account entered arrears and has incurred late fees in accordance with your consumer credit agreement, please find attached.
>> Once an account has entered arrears our advisors will attempt to contact the customer in order to assist, we will also sent automated emails and SMS messages to inform the customer on the status of their account.
>> The outstanding balance currently stands at £716.00. Please contact us as soon as possible to arrange repayment of your loan.
>> Please also find attached our complaints procedure.
>> Kind regards,
>> Jessica
>> Complaints Manager
I responded to the letter that my offer stands and will not be changed, and they should stop with their absolutely ridiculous fees, plus as part of the offer I made leave me alone until the 30 July and leave my credit file alone as well. I also sent an email that they called despite my repeated requests not to have calls, and it caused great distress and any further of these will be considered harassment. I kept telling them I am unable to take their calls so now I told them the distress and disturbance and emotional state they leave me in makes me unable to take their calls. This was the second time I told them, the OFT and the FSA would be interested in their consumer services and their fees, or if not a civil courts judge surely will be.
This is what I got from them now.
Dear Miss [my surname since I told them to stop using my given name, it's not appropriate],
Thank you for your response, we will address you by your surname as per your request however, any automated emails sent via our system will address you by your first name.
We would like to apologise that you feel our automated emails in response to non payment are discourteous. We would also like to thank you for your comments regarding our automated emails, any feedback is greatly appreciated as we strive to improve our services.
Late fees have been applied to your balance as you have not adhered to your agreement and repaid your outstanding loan on the agreed due date. Upon application our customers are provided with important information regarding our charges and fees in order to make and informed decision whether to proceed with the application for the funds. Should you have had any queries to regarding your application or features of the agreement that were unclear, you would have had ample opportunity to do so.
We would like to apologise if you feel we have been attempting to contact you excessively, we do have strict procedures in place when contacting our customers and can assure you that by no means could this be construed as harassment. We will now make a note on your account that you do not wish to be contacted at your place of work however, we do need to maintain communication with you regarding your account, either via telephone or email.
You have stated that you are willing to repay the amount of £675.00 on the 31st of July, unfortunately by this date further late fees and missed interest will be owed on the account.
Please contact our Default Department as soon as possible in order to arrange repayment of your loan, they can either be contacted on 0208 532 5024 alternatively, you can email our Default Department on ashley@mrlender.co.uk.
Kind regards,
Jessica
Thank you for your response, we will address you by your surname as per your request however, any automated emails sent via our system will address you by your first name.
We would like to apologise that you feel our automated emails in response to non payment are discourteous. We would also like to thank you for your comments regarding our automated emails, any feedback is greatly appreciated as we strive to improve our services.
Late fees have been applied to your balance as you have not adhered to your agreement and repaid your outstanding loan on the agreed due date. Upon application our customers are provided with important information regarding our charges and fees in order to make and informed decision whether to proceed with the application for the funds. Should you have had any queries to regarding your application or features of the agreement that were unclear, you would have had ample opportunity to do so.
We would like to apologise if you feel we have been attempting to contact you excessively, we do have strict procedures in place when contacting our customers and can assure you that by no means could this be construed as harassment. We will now make a note on your account that you do not wish to be contacted at your place of work however, we do need to maintain communication with you regarding your account, either via telephone or email.
You have stated that you are willing to repay the amount of £675.00 on the 31st of July, unfortunately by this date further late fees and missed interest will be owed on the account.
Please contact our Default Department as soon as possible in order to arrange repayment of your loan, they can either be contacted on 0208 532 5024 alternatively, you can email our Default Department on ashley@mrlender.co.uk.
Kind regards,
Jessica
- I kept updating them about status
- but they didn't even give a day to actually resolve what issue I had
- even though it was with my current account provider
- they were incredibly rude IMO, crossing the lines they should not have crossed.
Sorry for the long story. Any comments? Do I have to pay the horrible lateness fees?
Ps - I adore that poor Ashley girl is a whole department.
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