Hi guys,
I filled out an application online for a loan broker to go and search out some loans for me. As per usual, I never read the mutliple pages of T's&C's, instead opting to ask the person that will call me for any questions I have.
A few minutes later, I had a call and the call centre operative asked if I read the Terms, to which I grunted a yes. When he asked for my bank account and card details I challanged him and asked why these were required. He replied that there is a 50p pre-authorisation (will be refunded, won't appear on the statement etc.) to check the card works and the account details are for lenders in case I proceed.
The following day I check my bank statement and see that £69 was removed by the loan broker. At this point, and as I write this, I have not proceeded with any loan offers (all offers are for guarentor loans or stupid APR's!).
I complained verbally three times on the day I found out and was informed that I agreed to the terms and conditions on the website when the agent asked me therefore I must have known about the fee. My response is that I clearly asked the agent what my financial information will be used for and he did not mention any fee whatsoever. If I ask someone what they want my bank details for, and they say 50p, and I see you've taken out £70.... I think that's just not on.
My three complaints fell on deaf ears (was promised two call backs... obviously nothing). I sent an email on the same day in the evening and three days later I called back (as I outlined in my email, along with my full reasons for requiring a refund and that I with to make a formal complaint). Eventually I was promised yet another call back as they can't find my email. The call happened - from a private number and there was no voice at the other end... so I hung up after 40 seconds.
Thankfull the manager sent me an email, and said exactly what I said above - that I said I read the Terms to the agent when he asked me therefore it doesn't matter that they never explicitly mentioned a fee when I asked what they wanted my card details for.
I've told my bank who are sending me out a dispute form to see if they can claim the fee back that way. I'm going to reply back to the manager but does anyone have any guidance for me? Am I screwed? Is there nothing that means that if I ask "why do you want my bank information" that the reply from the company must be truthful, honest and transparent? Or is that too logical?!
Any advice appreciated.
Thanks - Steve
I filled out an application online for a loan broker to go and search out some loans for me. As per usual, I never read the mutliple pages of T's&C's, instead opting to ask the person that will call me for any questions I have.
A few minutes later, I had a call and the call centre operative asked if I read the Terms, to which I grunted a yes. When he asked for my bank account and card details I challanged him and asked why these were required. He replied that there is a 50p pre-authorisation (will be refunded, won't appear on the statement etc.) to check the card works and the account details are for lenders in case I proceed.
The following day I check my bank statement and see that £69 was removed by the loan broker. At this point, and as I write this, I have not proceeded with any loan offers (all offers are for guarentor loans or stupid APR's!).
I complained verbally three times on the day I found out and was informed that I agreed to the terms and conditions on the website when the agent asked me therefore I must have known about the fee. My response is that I clearly asked the agent what my financial information will be used for and he did not mention any fee whatsoever. If I ask someone what they want my bank details for, and they say 50p, and I see you've taken out £70.... I think that's just not on.
My three complaints fell on deaf ears (was promised two call backs... obviously nothing). I sent an email on the same day in the evening and three days later I called back (as I outlined in my email, along with my full reasons for requiring a refund and that I with to make a formal complaint). Eventually I was promised yet another call back as they can't find my email. The call happened - from a private number and there was no voice at the other end... so I hung up after 40 seconds.
Thankfull the manager sent me an email, and said exactly what I said above - that I said I read the Terms to the agent when he asked me therefore it doesn't matter that they never explicitly mentioned a fee when I asked what they wanted my card details for.
I've told my bank who are sending me out a dispute form to see if they can claim the fee back that way. I'm going to reply back to the manager but does anyone have any guidance for me? Am I screwed? Is there nothing that means that if I ask "why do you want my bank information" that the reply from the company must be truthful, honest and transparent? Or is that too logical?!
Any advice appreciated.
Thanks - Steve