Review Time
Absolute Joke of an Insurance company. Cant change your direct debit details online. Then when you ring up they say they can do nothing until direct debit fails. Then each month you have to manually make a payment as their system doesn't recognise a cancelled direct debit. Last advice I got was to ring the bank and cancel direct debit on an account that no longer existed as apparently it was still active. Then its impossible to get through and payments cant be made over phone. Never again would I use this insurer as they literally cant do anything to help. Then when you complain about it, they send you a summary of what texts they sent 2 months after the call but nothing related to when the issue was highlighted.
Why does no one answer the phone on 0370-5050-197, been trying to talk to the escalation team for months but proving impossible. get cut off of no response after an hour of waiting.Whoever reads this please don't reply telling me to call 0370-5050-150 as they can't deal with my case and try to put me through but again no one answers.I have also sent several e-mails over the past 4 weeks to the escalations teams without response. You said you was going to pay me my compensation within 10 days but it's been 4 weeks. Steve (number ending 442). please call me back.Further to this I received a request for more info via trust pilot, I provided my agreement number and confirmed vehicle registration but not heard anything back at all. Still cannot get through on phone line 0370-5050-197 I can only assume they have a severe staff shortage but the fact that the phone line cuts you off or doesn't answer at all is also indicative of a poor company complaints system . Avoid at all cost.2nd update, apparently they are working restricted hours 8am-12am tues-thurs so you won't get through outside of those hours if at all. Mon/Fri 9-5. But I've never managed to get through regardless. Also their WEB site is still stating normal working hours.Finally got a call back after complaining on BMW UK Twitter (x) so suggest anyone with the same issue try the same. when i spoke with the person dealing with my case the e-mails I had sent over the past 4/5 weeks hadn't been passed to him!
Rude unhelpful customer service.you can only speak to someone who can take a payment you cannot get put through to anyone else that can resolve issues or discuss matters in more details. You need to contact their escalations department and wait for a response.
A final payment of £5460 was due on the 25/3 it was paid per their instructions on the 21/3, but they decided to take it again from the original direct debit account. Then they returned it, they then took it again on the 2/4. I claimed it back from my bank . The response they sent to my email was ridiculous, telling me to wait for a refund. In 2020 I had to wait 1 year for them to collect a car and 2 months later they claimed a final payment from me as if I had purchased it. NEVER AGAIN WILL I BUY FROM THEM.
Absolutely useless company. I speak from a vast experience of finance having purchased many motor vehicles over the years. Never have I had a problem with the companies, settling the finance or making payments until I met BMW finance. All these finance agreements did result in me having an excellent credit score and never once have I been refused a 'deal'. This deal was for a BMW motorcycle of about £15kWhere to start? I wanted to make bulk payments and having registered on their portal I was a bit dismayed that you cannot get a settlement figure just like that and you have to wait a couple of weeks for it to be posted. This is not the norm, trust me I know! As I was not paying the whole thing off I went ahead and paid a large sum (which is allowed on my agreement) of about £10k. Later I then had enough money to settle the finance, but again because of their portal I could not get an exact amount so worked it out for myself and paid what was left (as far as I could tell from the portal). This is where the problems started! I then received a phone call to say that I had over paid and they were going to refund me just over a £1000. I thought it strange as my workings out couldn't of been that far out surely, but as they are the finance company, they should know, so I said ok. I then started receiving letters saying that I was overdue with a payment as I had now cancelled the direct debit (why shouldn't I the guy had said I had overpaid). The portal had been closed down to me and I could not reregister so I was in their hands. I rung them and they said I shouldn't have had the refund and in fact I owed them a months money. I paid this, but low and behold they then said I was in credit again, so made me another refund. Once again I then started getting letters saying I owed them money. I rung again and was told they did not know why I was getting the letters as the 'deal' was finished. The letters continued and then phone calls chasing me for money and I was told there was a small amount still to pay. I refused and escalated the complaint. I then got a letter that offered me compensation and that the small amount (about £50) would be wiped off. I signed the acceptance letter but stated in big letters that I was accepting the offer on the condition that finance agreement was now finally complete. Obviously they did not read that bit as the letters and phone calls then started again chasing me for money (about £300)! I told them there was no way they were getting anymore money from me and they should take me to court so my solicitor and the judge could have a good laugh at them. This they did not do but sent me letter after letter. I have recently noticed that my credit score is now terrible and the only thing that could have affected it is whatever BMW finance has done at their end as we have neither took out any new finance or defaulted/missed payments on anything. The amount I owe totally over my cards & loans etc is lower than it has ever been also so it can only be BMW Finance. Against every bone in my body I have reluctantly paid the £300 they say I owe as I need my credit rating back up, but am waiting for a full credit report to come through. If it is BMW finance I will be taking them to court as none of this is my fault and I have all correspondence to prove it. Avoid any agreement with BMW Finance as they have no clue what they are doing.
BMW Financial Services are the worst organisation I have ever had the displeasure to use. I have had to report them to the Financial Ombudsman twice. I would advise anyone to avoid using this organisation at all costs. My experience was in March 2023.I wouldn't even give them one star.Disgraceful organisation. Avoid them!
Phoned for a final settlement. Was given a figure of which I paid the full amount immediately. Weeks later, BMW are saying that I am in arrears. Phoned numerous times to be told that the problem lies with them and that it has been sorted. The latest letter I have received thanks me for informing them of my change of address...I haven't moved in 15 years. Problem still not sorted.. absolute clowns.
Absolutely disgraceful service. I can safely say I will NEVER deal with this company again. My problems started when trying to make a lump sum "Partial Early Repayment". The payment was made 3 weeks before the quote expired. Despite 4 phonecalls and an email, and being promised time and again it would be actioned, it wasn't processed in time, meaning I had paid another monthly repayment by the time it was applied to my account. When it finally was applied, the employee doing so didn't realise that I'd made this extra payment (despite it being the whole reason I'd called every time and was noted on my account as such, and was also in the email I sent). This means that the end date has been moved from Jan 26 to Feb 26, meaning I would be due a whole months extra repayment. I have called half a dozen times since to try to get to the bottom of this. The best I've managed to get in response is "I'm really sorry, it was my fault, you'll have to wait 4 to 6 weeks for us to reload your account as there are so many mistakes at our end we can't just fix it anymore". The escalations department took note of my complaint then told me they didn't know anything about my problems or what was wrong with my account, so couldn't tell me how long it would take to give me a response. All I want to do is pay off my account and I can't even do that because despite me knowing how much I owe, BMW Financial Services (A supposed finance company) have admitted they haven't a clue how much I owe. LET ME BUY MY CAR!
One of the worst service organisations I have ever experienced and the problems 5 weeks on are still ongoing. Ages to pick up the phone, utterly incompetent when they do, they don't listen and they don't care. I am led to believe that BMW and this company are one and the same - if so, they should be ashamed. Avoid like the plague. I would give minus1 star if it were possible.
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BMW Financial Services (GB) Ltd offer a comprehensive suite of vehicle finance products, as well as providing a range of insurance and protection solutions.
We are responsible for brands such as BMW Financial Services, MINI Financial Services, BMW Motorrad Financial Services, ALPHERA Financial Services, Rolls-Royce Motor Cars Financial Services and Aston Martin Financial Services. BMW Financial Services (GB) Limited is authorised and regulated by the Financial Conduct Authority.See more
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