Appalling Communication and Condict
Been a customer for nearly 4 years with no issues. No missed payments. No problems. Entered financial hardship and was aware I would struggle to make payment for August and so contacted early in the month (payment due 16th) to inform and make arrangements for a payment plan to cover arrears. (Spoke with Razwana) Agreed everything on the phone with usual payments to restart in September plus additional payment for 5 months with a view to clearing arrears in February. All good. DD cancelled and agreed to call back on September 1st to confirm arrangements, which I did (spoke with Alexi).
In the meantime I changed my primary bank account so I informed them on September 15th (spoke with Rachel) my payment for this month would be made via card plus the agreed arrears payment with new bank account details set to begin DD for usual date in October. CPA in place on card, link sent everything in place. All good.
September 23rd and now they have attempted a DD for the contract amount which has sent me overdrawn. Fantastic! Day of a funeral and now left with no money. Contact them at 9am only to be hung up on by Nazmin. Then get through to Manahill who assured me she understood my complaint when clearly she didn’t and then informed my payment on the 15th was to clear my arrears. Makes no sense as that payment was higher than my arrears meaning they overcharged me. Great!
After explaining this several times she transferred me through to the only competent person (Jason - Vehicle complaints) but unfortunately he couldn’t help because a) he had no idea why I was on the phone and b) he wasn’t even from the right department. He did help me as best he could and transferred me through to a lovely manager called Braddi.
She in no way had an appalling attitude from the moment she got on the phone. In no way at all did I feel like her priority was to save face and somehow make this seem like it was my issue. She was a delight. I actually really do understand why she holds that position. Attitude honestly was a joke. No apology or if she did say the words, (can’t remember, fuming at this point) no sincerity at all. Told me I would have to cancel DD my side and not a problem because it won’t clear until PM so no issue. Apart from the fact I’ve now got nothing in my bank account. Yes I’m struggling financially but that’s no reason to be treated this way. Absolutely ridiculous. Never missed a payment and boy did they make sure it won’t happen again.
Shocking. Told if charges were incurred they would review as part of complaint. Honestly disgusting attitude.
Reply from Moneyway
Hello Gary, thank you for your feedback; we’re sorry to hear Moneyway hasn’t met your expectations. This is something we take extremely seriously. We have passed your feedback onto the relevant department, and we can see your case is being delt with by the relevant team; they will be in contact with in due course.
Kind regards, Emily
