I am writing a letter of complaint due to the stress and upset your company has caused me. I had put a
deposit on a car that I liked while finance was being sorted out, I was told your company were arranging
the finance, when I came to test drive the car I got told the car had been sold, this came to be a shock as
I had put a 600 pound deposit on it. I was then told they had choose another car for me which wasn’t
even the same colour and didn’t have accessories we wanted in the car. I then got told they would buy a
car for me but I would have to pay 400 pounds for the DVDs that I wanted in the car I said that was
alright thinking the car would be reduced due to not having all the accessories in like the one I picked.
When I finally could pick the car up I wasn’t given a credit agreement form I got told it would be with me
in the next couple of days.
One week after I noticed a payment from santander came out and so I was ringing your company I was
just told I would get a call back basically I kept getting ignored, I finally spoke to Sharon who told me I
should of canceled the direct debit but I wasn’t happy with that as this could cause problems on my
credit report. I called santander and asked if I could have a refund but they didn’t know anything about
the loan being paid off, they also told me canceling the direct debit would have meant a missed
payment being recorded on my credit report. They wouldn’t give me a refund until the loan was paid off
so I called yourselves again to be told you had till the end of March to pay the loan which would have
meant you would be paying a lower settlement fee then I had provided you with as I had made another
payment and you would have fraudulently made more profit from me.
I wanted a refund and the loan sorted so got told they would sort it but it wasn’t, I called everyday but
nothing was done I had to go mad in the end for something to be done the next day Santander told me
loan still hadn't been paid so I rung yourselves for you to tell me that you had sent money by cheque as
Santander wouldn’t take a BACS payment which was a lie as I have checked with them, it would now
take ten more working days to clear I eventually got my money back and loan paid after much stress and
the feeling that you need your customers to manage your staff for you as they seem unable to prioritise
a workload or they just don’t care.
Since having the car its had to go in garage to have boot fixed as it wouldn’t lift up and a yellow light
keeps coming up which is still being resolved it’s a lot of inconvenience to me as just having twins 5
months ago and going back and forward to garage is not the best now, I'm having the dashboard telling
me that the service is due in 29 days. I want to know how you are going to resolve this issue and the
compensation you are going to give from the stress you have caused as I will be taking this further if no
Also the warrenty that has been provided has been started before the date on which we collected the
car, this needs to be changed, the only reason I can think that the early date was put on it was for
yourselves to have work completed on the car under the warrenty without my knowledge. I expect to hear from yourselves in the next seven days due to the warranty expiring if not I will be forced to contact another authority to sort the problems out.
Sent from my iPhone
Sent from my iPhone