I noticed from another member on ukconsumercomplaints.com he has experienced the wrath of rudeness FLM loans bestow upon their customers when challenged over their own mistakes.
I took out a 500 loan earlier this year and opted for the fast track payment, a fee of 30.00 was deducted from the total borrowed and I was promised, as advertised on the application form, all monies would be paid into my bank account within 24hrs after the application was approved.
3 working days later after approval 470.00 arrived in my guarantor's account, in the mean time I had telephoned and complained about not receiving the money within 24hrs but was fobbed off by the telephonist stating they were having problems with the BACS system and it usually takes up to 5 days to receive the funds. I duly asked for a refund but it I was denied it as she claimed the fee I paid covered that period of time.
One month later I received my statement and at the top of it, it had an extra 50.00 added to the total amount borrowed. I called once more and questioned why it stated 550.00 when I had only borrowed 500.00. It was here I was informed it was a brokerage fee for which I flipped out on as I had contacted them directly and had not gone via anyone else. I challenged the operation of their company as I did not feel it was right, I stated their practise was unlawful as I have now been conned and have to pay interest on this fee as it is added to the amount borrowed.
I asked who the broker was and asked for a copy of all correspondence relating to my alleged agreement to this firm. My request was denied outright as they did not hold such documentation on file. They could not even give me an address or contact telephone number so I wrote a letter of complaint asking for a copy of my application form. Low and behold when it arrived it was an extremely poor copy upon where the photocopiers had been set to a too dark level to the point the form was not legible, except for one part. Both I and guarantor had overlooked this vital area at the top of the form where it stated 50 brokerage fee.
I further noticed the direct debit had been arranged for the 27th of each month whereas I had stipulated on the original Mandate the 29th. Again I called to rectify the issues and was informed I should cancel the direct debit myself and then make a payment over the telephone for which I did. The D/D was cancelled online on the 22/07/08 and a payment was made Monday 28th via the use of a friends debit card. The chap I spoke too confirmed my bank details once more and assured the correct date had been reset for the D/Dor so I thought.
On the 3rd of this month I noticed I had more funds in my account than I should have had so I called Nationwide Building Society to enquire what direct debits had not been paid. Upon investigation no direct debit with FLM had been set up although it showed I had manually cancelled the first DD on line on the 22/07/08. I called FLM once again to ask why they didn't go through with the mandate and it was here I was subjected to a torrent of abuse from a Sarah and later on from a Matthew as so called manager.
Sarah agreed the DD had been reset on the 28/07/08 when I made my first payment, but it had been returned cancelled [? ] and then went on to say a payment needed to be made and how was I going to make this payment. She purposely brushed the issue to one side as she avoided me challenging her. I stated I had already provided my bank details on more than one occasion and I felt the onus falls on the shoulders of FLM as it is their responsibility for ensuring mandates etc are correct prior to collecting funds.
It was here she turned nasty and very unprofessional threatening she would contact my guarantor telling him I am in arrears with my payments if I refused to make an immediate payment then and there. She continued her nasty tirade by giving me options on how to pay such as a credit, debit card or friends and family members or that I could go to their bank and pay over the counter in person.
I explained in a rather narked manner that I am registered disabled and use crutches to aid my mobility, I am not in possession of credit or debit card and felt her patronising and unprofessional attitude was unwarranted and I should not be requested to nor be put out by having to visit my local Barkclays bank to make a payment when FLM had failed in their duties. She went on further saying are you refusing to make a payment? she repeated this several times whilst talking over me which angered me even more so I hung the phone up.
I called back to speak to a manager to complain about her unprofessional attitude and spoke to a Matthew, who at first appeared polite. He explained the DD had been returned cancelled for some reason and the payment needed to be made prior to 6pm that day otherwise I would incur the 20 late fee. Again I went through everything with him yet he didn't care whether FLM had messed up or not or that Nationwide had assured me of the facts. Naturally I had had enough so I said I would attempt to make payment in person but getting to the bank prior to 3.30pm would be difficult due to my mobility problems [I am Arthritic] Matthew said he would call me back at 4pm.
Whilst standing in queue at the bank I get a telephone call from my guarantor stating Sarah had left a message on his voice mail stating I was in arrears and he needed to contact her. She even had the audacity to forward a text to him threatening legal action if the payment was not made. Needless to say I was furious at this. Matthew called as promised so I told him what I thought of Sarah and her unprofessional attitude and went on to state FLM was in the wrong and should not treat their customers in such a fashion and that I would be making a formal complaint to FLM, the financial ombudsman and also WatchDog.
Apparently this moron Matthew claims it is the customer's responsibility to ensure the direct debits are set up and payments are made as it is the customers account He also questioned me in a curt manner what have you been doing that has stopped you from checking your bank account? why have you only checked your account today?..why didn't you check it before now? Rather stunned that some idiot had even asked me a series of dumb questions I retaliated in full force. I told him it was none of his business as to how I should conduct myself where my bank account is concerned and the issue at hand did not dispel the fact that FLM had messed up and was treating me, an innocent customer, in such a disgusting unprofessional manner.
With this torrent of abuse FLM bestowed upon me I called the financial ombudsman and lodged a complaint and they are as of today writing to FLM stating I have complained and it needs addressing. I was also informed by the ombudsman FLM are NOT a loan company but a Brokerage firm, so who the hell loaned me the money in the first place?
Who do they think they are that they can treat customers in such a fashion being rude, abusive, denying a 30.00 refund due to their misleading advertising and the documentation of an alleged Brokerage firm's details / agreement etc? And why do they feel it appropriate not except responsibility when there is documented proof they did not reset the direct debit when they said they had, yet they wanted to apply a 20 fee in an unprofessional abusive and bullying manner?
This I hope to find out once I have submitted my formal complaint to FLM, along with any further action / investigation with the Financial Ombudsman. I also hope to involve the Information Commissioners Office regarding FLM refusal in supplying me with the documentation surrounding the brokerage company I had allegedly dealt with and their 50.00 fee, should they be able to help in this particular area.
Rt
london
United Kingdom
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