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Help with Buy As You View and Refinance of Agreements

I am a Buy As You View customer and have been since June 09, I started out with a sofa suite and in April 10 we added a TV to the plan, it wasn't refinanced at the start but after a short period we started to have a few financial worries, the rep advised us of a " once only offer" of refinancing, that is where the problems started.

After looking over the paperwork

we found out that they had added a unexplained warranty cover for both sofa and TV. We raised the question of this with them and they told us that we would need to write in and request it to be taken off and dismissed my questions about it being Mis sold,

However several phone calls we were told that we couldn't remove it, then we had to call different department and then were told to write in.

The first payment under the new agreement was due 5 weeks after the refinancing to tie in with the 8 weekly collection times and was 5 payments of £21.08 which we added to be £105 which was confirmed by the refinancing agent, the agent ( different to the refinancing agent)

Turned up and was asking for over £140. We had the £105 available to him at they time he called, he then told us that we should keep the money and give it him altogether when we had it and left

then returning the next day and ask why we couldn't pay. Unfortunately we had urgent medical bills to pay for one of our horses and needed to use the money with the thought of coming to some arrangement with BAYV to clear the balance.

We called BAYV to ask why the price difference which then highlighted the above problem. In a later phone call to the agent he was constantly asking why i was refusing to pay the amount despite me never using those words or even implying this.

I was shocked to receive a phone call from someone called Lee several months later asking why the account was overdue, he then told me that he had removed the warranty cover and refunded the money paid back to my account.

I was not happy with the figures and was wanting to visit CAB to have the figures checked. He them told me that i would get a visit from a guy called Dan who we think to be a manager, which has never happened,

he called to say he would come on a 18th Feb before dinner time, however the night before the agent who caused the problems turned up unannounced ( we were out due to appointments at hospital as discussed with Dan), on the Friday no one turned up before we had to go and collect our kids from school at 3 o'clock. On returning later the afternoon we had a note left saying someone called

Johnny had called but no time. I was rushed into hospital that same night (18th Feb), Thursday.

Come the Monday while i was still in hospital i got a phone call from Lee again which my partner answered because i was unable to talk to them, he told them the situation about being in hospital and told them to call back on the Thursday, they did not do this instead called back the following day,

I had to answer it as my partner was not there at this time, the person on the phone was told again to call back on Thursday and we are still awaiting the phone call.

I came out of hospital on the Thursday still having not received a phone call, the day after we had a visit from a collector called Bobbi who was told that she was due to call and collect a payment from us, we explained the situation about needing a visit from someone with the relevant paperwork and figures she contacted someone called Damon or Damien ( not sure)

Whilst sat in our house and i spoke to him, yet again explaining the situation, his attitude was rather abrupt at first but seemed to mellow after hearing my angry tone and confronting him with the facts.

I told him I wanted him to come to my house on Monday to discuss the figures and we agreed on a dinner time meeting, we waited in all day even past the stated time but no one showed.

Whilst all this was going on we received several letters telling us how far behind me account was, we received on 15th November letter stating i was £403.90 however on 29th November we received a default notice saying i was £337.28 in arrears. As you can see i am confused by the figures they have sent out to me so you can see my reasons for being sceptical about figures quoted to me on the phone.

During me conversation with Lee i was told my account had been in active for 6 months ( we were consulting CAB ), and that my account was just over £500, i don’t see how this can be as my weekly payments should have been £28.85 ( Inc. insurance and warranty ) which i have worked out to be around the £800 mark, can anyone help me shed a little bit of light on the situation As i feel like I'm banging my head against a brick wall. Also can anyone tell me if they take the interest from the previous agreements and add it into the refinance package, meaning you pay 2 lots of interest ( interest on interest)

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