Mobilize Financial Services | France
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Nightmare, drawn out, unprofessional VT process
I’ve been trying to complete a voluntary termination process with this company after repaying more than 50% of the total value of my vehicle. I initiated contact on 8th June and was told the process would be straightforward, however I’ve found the process to be the complete opposite. After hearing nothing for 4 working days, I followed up with a call and tried to get a vehicle collection booked in. Mobilize then told me I’d need to phone the conversation directly. I’m not sure why; surely it’s Mobilize who hold the relationship with the third party company and should do this on their customers’ behalf if they’re unable to manage the full end to end process in-house. I then went on holiday and received an email from Mobilize explaining that I needed to complete a questionnaire via telephone. I explained that I’m unable to call the number provided by Mobilize whilst out of the UK as the call won’t connect. I asked if Mobilize can help me by either calling me, or by emailing the questionnaire. Mobilize refused to do this and said I need to complete it by telephone. My question in response to this is why was I not asked to complete this at the time of me initiating the voluntary termination? Why was this requested almost a month down the line? My only thinking is that this is a deliberately ploy by Mobilize to push back the termination date. I’ve already had to make one additional payment since requesting the VT. I’m now expecting Mobilize to drag their feet in seeing this through to completion in order to force another payment from me. A very disappointing and unprofessional process of dealing with Mobilize would be summarised review and definitely a financial services company to avoid in future.