Incorrect Debt Review Listing and Unprofessional Service

I am writing to express my extreme frustration and disappointment with the service I have received. I have been paying my account every month without fail, yet I started receiving SMS messages demanding payment that I had already made. To make matters worse, I then received a message stating that my account has been handed over — which is completely unacceptable as I have never skipped a payment.

To resolve this, I called Home Choice today and spoke to Yanelisa, who confirmed that my account is up to date but then proceeded to tell me that my account is under debt review. I made it very clear to her that I am not under debt review, yet she insisted that I must call the debt review department myself. I informed her that since this is an error caused by Home Choice, your team should contact me, not the other way around. Her response was dismissive, and when I said I would escalate the matter to HelloPeter, she sarcastically encouraged me to do so.

This is absolutely unprofessional and disrespectful. I am a paying client and do not deserve to be treated this way. I demand that this issue be immediately investigated and corrected, and that my account be cleared of any incorrect debt review status or handover listing. Furthermore, I will not be held liable for any additional charges or interest that may have accumulated due to your internal mistake.

I also request that you send me a full and up-to-date statement of my account reflecting all payments made.

This experience has completely destroyed my trust in Home Choice’s service. I genuinely regret ever opening this account and wish I could settle it just to be done with such poor treatment.

I expect a response and resolution within 5 working days, failing which I will escalate this matter to the Credit Ombud and HelloPeter.