I telephoned provident to let them know I was now unemployed and unable to make my weekly repayment of £40. I was told to send my repayment book to my local office and pay £20 per week. I advised that this was impossible as I was living on a crisis loan and had zero income. I had applied for JSA and housing benefit though and was awaiting money from them.

I sent my repayment book and a cheque for £10 as a token payment and a letter explaining what I said on the phone, basically I was pressured into paying £20 a week and It was not possible as I did not have that amount of money. No reply from provident.

I received a letter from provident saying I was behind on my payments and must contact them.

Email 1 sent 09/07/2009 saying I was not ignoring them and wanted to repay £10 / month until I had income or to discuss with them .. sent to [email protected]. I received a reply saying my complaint was being dealt with and a reply would follow in 5 days.

Letter received a week later saying I am behind on my payments and they have been phoning and trying to contact me, but im not replying .. this is not true, they did not phone me and I did email them.

Email 2 sent 15/07/2009 asking them for their bank details and why they wont ack my original email and enter into a dialogue for repayment.

Letter received 23/07/2009 sated 17/07/2009 saying they are going to pass the case to a debt collector as I have ignored their phone calls and attempts to contact me. Again, not true, no phone calls were made to me (im unemployed and sit home all day so don't miss phone calls - also i have voicemail, none were left).

Email 3 sent 23/07/2009 demanding they enter into a dialogue with me as I am willing to repay but need their bank details and want to agree a repayment plan.

I have a copy of all the original emails, plus their replies (look like automated things saying my complaint has been logged and a reply will follow within 5 days). My correspondence to provident is always ignored by them, yet they send letters saying they are taking further action as I failed to contact them. Additionally my agent has not been for 5 weeks.

I simply want to agree a repayment plan, however this company seem more interested in pretending I did not contact them and want to pass the matter to a DCA.