FREQUENTLY ASKED QUESTIONS

If you have practical questions related to your account, get the answers you need here.


COMPLETIONS

Q. How long will it take for my final payment to show on my account?
A. The method of payment used will determine how long it takes for final payments to show on your account.
Faster Payment/Debit Card Payment – Upon receipt the payment will update overnight.
EFT – Upon receipt the payment will update overnight.
Cheque – Upon receipt of your cheque the payment will update overnight.

Q. Will I receive a letter confirming my account is closed?
A. A completion letter will be automatically sent to you 10 days after the account is closed, however if you need one sooner you can request this online via the Contact Us button, or call us on 0344 824 8888  and we will arrange to send one to you.

Q. Can I request confirmation about my account closure via email?
A. Yes, you can either request confirmation via the Contact Us button or you can call us on 0344 824 8888.

Q. How do I cancel my Direct Debit?
A. You can cancel your direct debit mandate using one of the following options:
1. Cancel via the ‘Update Bank Details’ option online
2. Contact your bank via phone or internet banking
3. Contact us on 0344 824 8888.

Q. I have paid off my account but the information on the ‘My Account’ page is saying that I still have several months payment remaining - why is this?
A. If your account is settled via early repayment, please be advised this does not adjust the length of your term online; however, it should be reflected in your balance.

Q. The Dealer has informed me that they have settled my account, but how do I confirm this?
A. Once we have received payment it should show on your account balance on the ‘My Account’ page. You can also call us to check whether payment has been received on 0344 824 8888. Please allow a few days for the payment to be received.


REFUNDS

Q. How long does a refund take to process?
A. If we have a live direct debit in place a refund will be issued directly to your bank account which will take between 3–5 working days. If, however, you pay by other means, we will arrange for a cheque to be sent to you,  which will take 7–10 working days.

Q. How do I receive a refund?
A. A refund can be processed in one of three ways: Faster Payment, EFT or by cheque.

Q. I have paid off my agreement but Black Horse is still taking payment via Direct Debit. How do I get refunded?
A. If your loan has been settled and we have taken a payment by Direct Debit, we will arrange for a refund to be issued once the payment has cleared. The refund timescales can differ depending on the method of payment used to settle the agreement. Please see FAQ ‘How long does a refund take to process?’ for more information.  If you need to discuss this in further detail please contact us  on 0344 824 8888.

Q. I've overpaid on my account. How do I request a refund?
A. We will arrange for any overpayments to be refunded to you once the payment has cleared. If you would like to talk to us because you haven't received your overpayment, please contact the office on 0344 824 8888.