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Hello my name is ***** ***** I will help you with this.
for now please let me know whether you were advised of the admin fee before the payment plan was agreed?
I was advised of the admin fee after the plan was agreed
I distinctly remembered her saying that you can call us directly to make this one-off payment in the new year
Ok - in that case they can not charge it
If the plan was agreed, that is a repayment contract
This fee was not part of the direct debit I signed for
They therefore can not change the terms of that repayment contract
They would be in breach of contract
Therefore you can refuse to pay it as it would be breach of contract
Can I clarify anything for you about this today please?
She emailed her manager with what occured, meaning that the agreement already took place. Her manager saw that the admin fee was not factored in and prompted her to tell me about it. Even though it seems to be a policy of theirs, I'm still have the grounds to refuse payment of the admin fee?
It makes no difference
Breach of contract
Does that help?
Yes, thank you Alex. If they should be difficult about this, what should I do?
Refuse to pay - ask them to take you to Court.
But you should make sure you send a cheque every month if they refuse to set up the DD in the meantime
Yes will do, many thanks for your assistance. You've given me piece of mind, money well spent!