Disappointed in the way my recent payment holiday has been handled, the first time it was no problem this time round it was confusing, conflicting information, relied on someone giving their word which wasn’t exactly reassuring and guess what i discovered today the payment was taken from my account without my knowledge!! Now i will be in arrears next month because of their error. I have to wait to be refunded while they look into it, the month has only just began and i’m short or money. Having lost my job in March along with 200 people it’s been incredibly tough, the company i work wouldn’t furlough me which was spiteful so we rely on universal credit which is always in the news for being a unreliable benefits system. I hope for better times meanwhile i need all the money i can get in these difficult times, i was cut of the first time i called then had to call back up to get to the stage i was first time round, it’s a bad enough situation to be in without this hassle. The take a fee every month for me to have the account i have, and have done for a few years now, so not like they aren’t benefiting from me. All i want is continuous help in my time of need, is it too much to ask? First time round the process of getting a payment holiday was fairly straight forward this time round was diabolical, please sort it out! Update: 12/08 I called this morning was on the phone for over twenty minutes i get a different answer every time i call, i was just about to be transferred to Milo? collections and i was cut off, AGAIN!!! It happened the other day when i called so this wasn’t a one off. They upshot from that calls was, i was blamed for not filling in the forms properly even though yesterday it was confirmed by someone i had a payment holiday in place till November. The woman i spoke to said she would fill out the forms with me and it will now be in place. I then spoke to Shya, he then tells me there is NO payment holiday in place, very cocky attitude and felt patronising, i stated every time i called i got a different answer, his reply was, never mind what anyone else says. I then say i’ve written a review online, he then says, did you want to make a complaint? you’re perfectly entitled to, i don’t need to be told this. He then transferred me to Richard in complaints who was about as much use as a chocolate teapot, he said it will be investigated, couldn’t say when i’d get a resolution to my outstanding issue or when i’d expect money back in my account if at all? Not very reassuring!! The landline needed charging so i’ll have to try again later today as i have nothing better to do with my time