I had a conversation with one of the customer service advisors around the 23rd April 2009 to which I agreed to Money Worries handling my debts. I was advised that the paper work would be sent out to me shortly, which it was. But after receiving the paper work I decided that this was not the route I wanted to take so I tried to call Money Worries to cancel the process. As you can imagine I was on hold for ages which on a mobile phone costs a lot of money. I then tried again later, only to be on hold for ages again. So I decided to e-mail them at the e-mail address which is printed on their paper work [
[email protected]] (link: mailto:
[email protected]). I clearly stated that I did not want to go any further and that could they cancel anything that had been set up. I had no response from this e-mail so a few days later I e-mailed them again. Still I had no response so I presumed that they just didn't respond to customers who no longer wished to use their services.
On the 26th May Money Worries took £80 from my account. I called them today to ask why they had taken this money only to be told that they had not received my e-mails saying that I wished to cancel and that I was now out of the 14 days and I would not be refunded the money. Admitedly I had had a couple of missed calls from an 01633 tel no, but I was unable to answer them at the time and every time I tried to call back the number it was just a tone. Apparently they had left voicemails for me, but today (27th May) has been the only occasion that I have had a voicemail from this company to which I responded. They advised that they had left voicemails on my landline, but I advised the customer service advisor on our first telephone conversation that although they could dial my landline, they were not working and I could not hear calls or check voicmails to which they advised that they had made notes of this on their system.
I forwarded the e-mails which I had sent to them on the 28th April & then again on the 30th April to cancel this set up, but when the manager called me back he swore blind that they had never received my e-mails, he'd checked it with his Admin Dept and that the e-mail address was working fine. Funny how they hadn't received my e-mails???? He also claimed that anyone could change the date of a previously sent e-mail and that the proof that I had sent them didn't prove anything at all.
They have refused to refund my £80. During my conversaiton with the manager he also exclaimed that they were actually entitled to take the full £180 and that if I continued to argue with them then he would be forced to take the remainder £100. I advised him that he was now stepping into bribery to which he obviously denied. We continued to discuss the situation and he then once again reminded me that out of the goodness of their hearts they wouldn't take the remaining £100 from me, but that they could if I didn't accept them taking the £80. He was basically claiming that I should be happy that they've only taken £80 off me and think myself lucky!! This call happened at around 3.52pm today (27th May 2009)
I have probably only touched the surface with what actually happened. I am so annoyed with them. I contacted them to get some advice on handling my money better and yes, initially I agreed for them to take over my debts so that I could have a bit more money each month to live on, but then cancelled the agreement and now they have taken £80 from me which is pretty much all I had left to live on for the next 3 weeks and they are refusing to pay my money back and basically accused me of not following their terms & conditions and of lying about the e-mails I sent. So much for trying to help you out financially!!
I have advised Money Worries that I will be taking this further. They were very cocky about this and said I could take it as far as I like, but that they have done nothing wrong.
