Hi All,
I've only made one payment so far to CMS but the account already says I am in arrears. I don't understand their numbers and hope someone can help clarify.
I was due to pay £166.99 from 10th July, with first payment due on 15th August - which I paid.
My ex and I both noticed that CMS got the numbers of days with me wrong, saying it was a higher band than it was. It took them until 5th September to change it, and I've just had notification of the new amount from that date of £205.35.
But that apparently included some arrears. They say the actual amount is £188.34 per month, but with £187.10 of arrears.
So I'm not having to pay £205.35 from 15th September.
I'm baffled as to why the arrears is so much. They say what I owe is £48.04 per week, and I get that there is a gap between the old calculation and the new one, but this £187.10 seems like a lot more than the difference should be. I'm very confused. Can anyone help?
Hi,
many of them struggle to expain the payments. But you will always be in arrears, as in 1 month behind, e.g. if you pay 200 a month, then its normal to see 200 or roughly that amount showing in arrears.
I get that I'm always one month behind, but why are they adding these arrears to my monthly payments? My actual amount is apparently £188.34 but they taken the £187.10 in arrears and added it to each month, so I'm paying £205.35 instead.
If the arrears is just because I'm always one month behind, then why splitting the arrears by the remaining 11 months, and then isn't that then 13 months in total? One month at £166.99 and then eleven at £188.34, plus an additional £187.10 - so thirteen months worth?
I just spoke them via chat, and got some understanding of the amount of arrears which I could calculate. It turns out that the date they've starting calculating payments is the 3rd July, rather than the 10th July that they've put in all their letters to me.
They are making this very confusing.
yes its a big minefield. I tried calling them in past and they really struggled to explain how payments are worked out, other than telling me their computers calculate it, so it must be right 😁
The webchat people have told me there might be a system error and I need to call to talk to a caseworker. I have now been on hold for 1.5 hours.
UPDATE: Got cut off after being on hold for almost 1.5 hours. Called back and got cut off again after the same amount of time on hold.
Went back to chat and they confirmed that the system does cut calls on hold off after over an hour.
They also seem to think that including this arrears amount in my current payments is an error, and the system for some reason thinks that a new 12 months has started and that is why it is including arrears now.
My only option is to try and talk to someone on the phone. I've already spent over 3 hours on hold or chat today - and am yet to get anywhere. What a system.
@jema80 yes that's pretty standard. customer service is horrendous. Am surprised you got through to someone on web chat. they stopped using that some point last year.
Tried to talk to them again this morning at 9am. But again was on hold for an hour and then they ended the call. It cuts off when you've been on hold for exactly 1 hour and 7 minutes, every time.
I've written a letter instead. I don't know what else to do.