I am extremely dissatisfied with the service provided by Close Brothers. A direct debit for my car insurance was due on 2 September. I mistakenly believed I had sufficient funds in my savings account and overlooked topping it up. Instead of notifying me about the insufficient funds, Close Brothers immediately imposed a late payment fee, adding an extra 20% to the total payment. A simple notification or text message informing me of the issue and allowing me to rectify it would have prevented this entire situation.Days passed without any communication from Close Brothers, and I remained unaware that my account needed topping up. On 12 September, I received a notice from my bank—not Close Brothers—informing me that the additional 20% payment was declined due to insufficient funds. My bank promptly notified me via text, advising me to top up my account before 2pm, which I did. This is an example of excellent communication, unlike the predatory practices of Close Brothers.On 16 September, I received a letter from Close Brothers stating that I was late with the payment and that I am being charged more than 20% extra. This letter arrived after they had already taken my payment on the 12th. While I acknowledge that I did not have enough funds in my savings account initially, a simple warning from Close Brothers would have allowed me to address the issue immediately, avoiding unnecessary stress and additional charges. Their lack of communication and punitive approach is unacceptable.I strongly advise against using Close Brothers. Their practices are exploitative, and they show no regard for their customers’ circumstances. Avoid this company at all costs.
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