Have just received this interesting email from money box
24/7 maybe I'm reading it wrong but almost feels like it has a threatening tone to it. How would people advise I proceed with this one ideally I'd be happy Right off but would also like the loan and default with them removed from my file, they have the balance marked on credit file as over at over £430 and have still not given me statement I asked for and I still haven't made a actual complaint yet just request for statement Or should I just escalate to ombudsman and let them decide
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Dear
Hope that you are well. Please find below a copy of our complaints procedure. If you remain dissatisfied, you may refer your complaint to the Financial Ombudsman Service (FOS). Separately, you may also refer the complaint to our trade association (BCCA), this does not stop you taking your complaint to FOS.
Happy to provide information requested (though do be aware that all of this information was provided upon the advance of any loan as the loan agreement was sent to you via email - do check your junk or spam for this and also check any other email address' you may have provided us with.)
You have borrowed a total of £230.00 from us. You have repaid a total of £130.27.
This means that you have not even repaid the principal amount lent to you (ie minus any charges). If you ask a third party mediator to look into this, they are likely to ask you to repay what you have borrowed (the principal amount). In this case that would mean they would tell you to repay £99.73to us.
Where you hear comments about refunds, this often relates to payments of interest and charges over and above the principal amount we have advanced to your account. As you have not paid any, there is nothing to refund.
We are happy as a gesture of goodwill to resolve by accepting £99.73 as final settlement of your balance.
We are aware that there are many forums and templated letters available on the internet to exploit any previous credit commitments under the wholly subjective banner of affordability. To compare our actions with the reported behaviour of other lenders is inappropriate.
We are confident that the required assessments were carried out prior to the advance of all loans. We are able to substantiate fully the information on which lending decisions were based.
Our relationship was based on responsible lending in addition to responsible borrowing. We provided you with all the facts about our product and the charges and costs involved. We treated you as a rational individual able to make a credible decision as to whether to borrow or not. For our part of the relationship we acted on the information available to us at the time and the prevailing regulations and guidance at the time.
I am your personal account manager and would be happy to discuss any of the above with you via email.
Kind regards
Fiona
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