I’ve been with Pepper Money for 8 years now and so far, could not fault them. They were very helpful when I was ill and my income reduced and were very helpful with making sure I got back on track when things got really tough. However, back in August, I requested to switch to fixed rate for 3 years instead of variable. This was accepted, with the rate switching at the end of October. I paid the monthly amount stated every month on time but today got a letter stating my interest rate is changing as per my agreement.When I phoned up customer services, they said they have no record of this. I emailed across the proof and they still say they have no record of this, so it will need to be reviewed by the head office.I was made to feel like I was lying because I was repeatedly told they have no record of this and it would have to be referred. After I insisted that I had phoned them about the product transfer as well, they suddenly found a record of a phone call I made in September, but still stated there is no record of the product transfer request or indeed the acceptance.I have also made a complaint. On the whole, this has tainted my experience of Pepper Money as up until now I have found them to be nothing but helpful and kind, making sure I felt like a valued customer, not just a number on a system.UPDATE (27/01/2026): I had a very helpful phone call from the complaints department and my complaint has been upheld... there was an administrative error on their part. Still a very stressful situation, but I am just grateful that it has now hopefully been resolved.
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