Review Time
Trying to contact close brothers about my agreement after my car was written off they never want to answer their phones but I guarantee they would be quick to write if I missed a payment, I’ve been with close brothers for years and this to me is just ridiculously unprofessional on their behalf go anywhere else if you can
I got my car finance through close brothers they were very helpful from day 1 sorting everything out and keeping in touch to let me know everting I needed to do now my account has been settled they sent me e-mail to let me know everything was settled i never had a problem with them and would recommend them on my experience with them.
My experience with Close Brothers Finance has been incredibly frustrating and disappointing. I was involved in an accident in October, and my vehicle requires repairs. However, I am stuck waiting for a simple written confirmation from Close Brothers stating that they are happy for me to retain the vehicle and continue with my monthly finance payments.I have emailed multiple times and spoken to at least 8 different customer service representatives, yet this straightforward matter remains unresolved. I am constantly passed from department to department, despite being very clear about what I need. Two weeks later, I have now received an email stating that I can only retain the vehicle once the finance is paid in full—a completely different position from what I was initially told.This is not only unreasonable but has caused further delays. The vehicle has not been written off and is repairable, so there is no reason why I should be expected to pay off the remaining £10,000 finance in full. This demand was never mentioned before, and it has left me feeling even more frustrated and stuck in an already stressful situation.The lack of communication and difficulty in reaching the correct department to resolve this issue is unacceptable. A simple, straightforward request for confirmation should not have taken this long or been this complicated.Close Brothers Finance needs to drastically improve their customer service and internal communication. In my current situation and frustration regarding this whole issue, I would personally not recommend them to anyone.
Say what you like about Close Brothers but we have had nothing but support over the last 10 nightmare months with a N.I. dealership from which we bought a car through finance from Close Brothers. Unbelievable support and results from Nigel and Scarlett in particular, but every one of the people we dealt with were nothing but professional, courteous and sympathetic. Never again will we buy a car from a dealership without finance….ee would never have got the result we did without the support of Close Brothers.
For 2 years I've had an account with Close Brothers, and for 2 years I've been unable to access the portal to gain insight into how much I'm paying, owed, and pay additional when I can.On speaking with their customer services department, it appears their online portal is never likely to return, and they don't understand why it doesn't work. The consensus seems to that it's permenantly broken and customers must call in to get such balances. As someone who works night shifts, calling in at 10pm or 4am would be ideal, but there's nobody there. They don't respond to emails, and as of December 10th, their answerphones are saying they've broken up for Christmas. Here was me thinking we were in 2024, not an age where we're still writing letters and making phone calls for the easiest of things.
Failure to keep their word.I had a motorbike on finance with Close Brothers.I was knocked off it when a vehicle ran into the side of me. The bike was wrote off as a total loss.Once insurance had confirmed the bike was a total loss, and pay-out was on the way, I returned to the dealer to purchase another bike. I was accepted for finance again and signed another agreement with them, they made the dealer aware that they wanted to receive their portion of the pay-out from insurance to cover what was left on the finance of the original bike before releasing the bike to me. I agreed to this.I kept up my end of the deal and Close Brothers received their portion of the pay-out from insurance a couple days later, 3 days before I even got my portion of it. After receiving the pay-out they then contacted the dealer and cancelled our agreement. Stating only "You no longer meet the criteria for finance with us" This left, myself, the dealer and even his finance rep confused as they had never experienced them accepting someone for finance, signing an agreement and then having them back out at the last minute, which absolutely no explanation. Even when I tried to contact them myself they would just repeat "You don't meet the criteria" and refused to give me any other information. I offered a much bigger deposit in response as well as offering to take the finance over a shorter term. Nope, not interested.It makes me feel like I'm some sort of blacklisted criminal the way they spoke to me on the phone, the person I spoke to was very abrasive and quite rude about it, even though I was calm and respectful the entire time as I take everything in stride and try to find ways to work around issues. He also told me the dealer was lying about the agreement, even though I was there when the agreement was made and I signed the documents they sent me?I never once missed a payment on the original bike and I'm even in a much better financial position as I was when I took the agreement out on that one, and this next bike was the same price. 2 stars as they were actually very good when I was having reliability issues with the first bike and were quick to arrange a replacement with the dealer. Credit where credit is due. I might have left my previous 5 star review up had they politely explained what had happened to me, but since the person I spoke to was so disrespectful on top of breaking out arrangement and wouldn't give me the time of day to explain what had changed, I don't have anything good left to say.
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