Poor complaint handling
Raised a complaint regarding irresponsible lending having borrowed a number of loans and still having one active.
As soon as i raised my complaint, i logged into my account to see when my upcoming payment was due and how much it was for and found the balance to be zero and N/A against any upcoming payments. They didn’t give me any information on why that had happened or what they had done or even that they had done it at all- NOTHING. Over 6 weeks later i receive a final response to my complaint stating they are not upholding my complaint and that i need to contact collections to discuss my existing loan - which suddenly I owed again. I responded to their final response with additional information to support my complaint but got no further response other than contact in reference to arrangements on my existing loan
Passed my complaint to the FOS and they have agreed to put my account on hold whilst it’s investigated. This has left me feeling extremely anxious that they will pass it over to debt collection agency or register negative information on my credit file despite me offering payments.
I only hope the FOS pick this up quickly!