I've been a very customer for around 10 years, I pay on time every month. My payment was due 17/11/17 and made a payment online, when I checked online banking it wasn't showing so I contacted them. I was advised to get in touch with my bank which I did, they said they could see I tried to make the payment but mis-typed a digit on my security code. They couldn't do a printout but I was happy for them to contact my bank which they refused. The woman I spoke to was extremely unhelpful and kept repeating what she was reading from her script. There was no good will gesture and have said that i will still get the late charge. Have spent thousands of pounds over the years with this company and recommended them in the past to friends and family, wish I hadn't now. I've been trying to get my credit rating up and this is gonna be a huge knock back. I pay on time every month and I don't feel like their customer service is appalling! Once I've paid the rest of my balance I won't be using this company again. Disgraceful!