Received a letter from Shoreline this week telling me that I was in arrears. Rang them to dispute this as I get paid on the 28th so pay my mortgage in the last few days of the month and I specifically remember paying on the 31st.
Customer (no) Service member confirmed I had made the payment on the 31st but apparently only payments made up to 3pm are considered valid payments for that day, everything else gets posted the following day. I naturally disputed this as regardless of when they got around to posting it, the payment was made and left my bank that day. l asked if they could check the information that had been reported to the ICB as the letter may automatically generate as the 1st of the month but the report to the ICB may be different. He told me I'd have to do that myself on their website. They want me to pay to see if they've done their job correctly!
We went round in circles for a while with him trying to blame me by first saying I should have made the payment before 3pm and then telling me my contract states payments should be made on the 10th of each month (which it doesn't and even if it did he didn't have the contract in front of him so I know he's lying) and that they were being good enough to give me till the end of the month to pay.
At this point I was getting really pi$$ed off. A simple check of the report would have confirmed if the information had been mis-reported and they could have had it amended but he wasn't giving in so neither was I. At this point I asked to speak to a manager or supervisor and he laughed before putting me on hold for 10 mins.
So before I put myself through the annoyance of calling them back can anyone confirm if Shoreline can report to the ICB? They're not listed members. And if they are would a complaint to the Financial Services Ombudsman do any good or does he have any power?
Customer (no) Service member confirmed I had made the payment on the 31st but apparently only payments made up to 3pm are considered valid payments for that day, everything else gets posted the following day. I naturally disputed this as regardless of when they got around to posting it, the payment was made and left my bank that day. l asked if they could check the information that had been reported to the ICB as the letter may automatically generate as the 1st of the month but the report to the ICB may be different. He told me I'd have to do that myself on their website. They want me to pay to see if they've done their job correctly!
We went round in circles for a while with him trying to blame me by first saying I should have made the payment before 3pm and then telling me my contract states payments should be made on the 10th of each month (which it doesn't and even if it did he didn't have the contract in front of him so I know he's lying) and that they were being good enough to give me till the end of the month to pay.
At this point I was getting really pi$$ed off. A simple check of the report would have confirmed if the information had been mis-reported and they could have had it amended but he wasn't giving in so neither was I. At this point I asked to speak to a manager or supervisor and he laughed before putting me on hold for 10 mins.
So before I put myself through the annoyance of calling them back can anyone confirm if Shoreline can report to the ICB? They're not listed members. And if they are would a complaint to the Financial Services Ombudsman do any good or does he have any power?