Ok, I recieved the information through the DPA and worked out they had charged me £475 in returned DD fees.
I recieved this response from my prelim:
First of all, the bit I highlighted red is a bit strange. There were a few late and missed payments from that date but only for a few months, so I dont know why they have brought that up.
Yes I did let it fall behind when my bank cancelled their direct debit, on numerous occasions, but when they charge £25 for a failed payment attempt it gets kind of risky trying to pay when you think funds have cleared. On one occasion they charged me twice in ONE DAY!!
I'll copy the list of charges for you to see:
Secondly, the fact that they have just plain forgotten to refund my charges that was agreed when I called them last summer to try and sort out the mess. I really am not happy with them.
So really I just want to know what you think I should do next. Sure i've got £97 back... but surely I shouldn't have to suffer such high fees from a company that clearly have no idea what is going on. Yes I admit I fell behind for a few months when I was travelling, but should that really cost me so much?!