Hope anyone can help, just looking for advice for what you would do in my situation...
We ordered a bed on a BNPL deal over black Friday with Very. The bed was around £700 with a delivery/pickup fee of £35. 2 weeks later the bed was dispatched but cancelled last minute as the delivery company damaged it. Very told me i needed to reorder the product. The price of the product had gone up to £1500 at this point. I spoke to them and they told me to order another at the higher cost, then once it was received they would refund the previous one and honour the price. They also offered to credit me back the £35 for the first beds deliver charge and credit it again on the second delivery for the hassle.
Bed was delivered, but hadn't hit my account. The had however removed the first order.
The new statement was just generated and they have added the new bed, at full cost to the account, without BNPL. I have a huge Take 3 payment due and a minimum payment of around £100. Obviously this is a error, no problems there everyone makes mistakes.
I spoke to someone on chat and he said it was all sorted. He has moved the bed (at £1500) to my BNPL and told me that the item will be discounted to the price of the original order by the time the next statement is generated. I then asked him about the minimum payment that i owe on the statement. He recalculated it to say that the actual charge is £35 (if we take the bed off the balance, which he had just done), not the £100 it says. I enquired why there was a charge of £35 as it should have been credited on the account. He checked and found that I also have a £35 credit separate to this. He said i need to raise a separate refund for this.
This seems odd, as the credit should pay for the correct balance on the account, but I don't really mind paying it if I am getting it back in the end.
My question in all this is the £100 minimum payment on this months statement. As the statement has already been raised, regardless that now the item is moved onto BNPL, if i don't pay that £100 it could affect my credit file.
So the statement says £100 min payment, the actual balance is £35, and i have a £35 credit on the account that i need to refund separately.
Would you pay the £100 just to ensure everything stays kosher with your credit file? Then just request a refund next month as my account will be in credit.
I know this isn't my fault but getting a mark on my credit file for it then trying to get them to remove it seems like it would be a nightmare. I have the conversation saved in my email.
(Sorry it was so long)