PSA Finance UK Limited
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Complacent and uncaring
This company made the return of a vehicle an extremely stressful experience. My vehicle on a PCP (I'll never use it again) was due to be returned on 27 May 2020. I heard nothing from PSAF and had to contact them several times to find out what was happening. I had mixed messages from them until 26 May came I was still in the dark. I rang them and they told me the Collecting Company was closed until 1 June. No one had bothered to tell me but they were still intending to try and take the 'balloon' payment out of my account. It would have failed and thus a 'missed payment' will potentially be placed on my credit record. The car was eventually collected on 2 June and it took five days for the balloon payment to be removed from my account to show zero owed. Nevertheless, I received four letters from them demanding the final payment, one of them was threatening. They dismissed this because the letters were 'computer generated'! Why doesn't someone (ie a human being) intervene and stop the computer doing this? A one size fits all computer system cannot deal properly with all the many situations created by humans. There is no room for any discretion and judgement. PSAF dismissed my written complaint, saying they had followed all the procedures laid down by the government and were not to blame. But I had to do all the chasing; they did nothing but hang me out to dry. Did they expect me to read their minds? The letter I received dismissing my complaint missed the point completely and was arrogant. Basically, they used the pandemic as a means of get out and told me to go away. Will never deal with PSAF again and would warn others to avoid them. Complacent and poor customer service.