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VetPay has been in discussions with the Australian Securities and Investments Commission (ASIC) regarding a misstatement of an interest rate in our previous loan agreement. The effect of the misstatement is that you may have been overcharged interest.
The interest rate disclosed on the loan agreement was 14.8%, when in fact, it should have been 18.4% pa (based on standard contract terms). Given the size of our customer base, VetPay has not calculated the overcharged interest amount for each affected customer on an individual basis. Instead, VetPay is offering a $25 credit note to all affected customers in recognition of this error. The average overcharge amount for each account is $20.10.
This $25 credit note may be more or less than the amount you may have been overcharged. While all affected customers are entitled to a full refund of any overcharged amount under the law, VetPay sincerely hopes that you will accept this offer.
Our core values underpin our commitment to our ethical and social responsibility to our valued clients and their pets. Over recent years, VetPay has offered assistance to many pet owners in obtaining required treatment for their beloved animals. VetPay plays an important part in its community as we strongly believe pets and their owners should always be at the very centre of what we do every day.
If you are an existing customer, the $25 credit note will be automatically applied to your current loan. You do not have to do anything further. If you are not a current customer, I have noted it on our system so that you can use the credit note the next time you have a loan with VetPay.
Should you have any queries please contact VetPay by email at email@example.com. I can assure you that I will personally do all that is possible to resolve any problems you may have in relation to this or to answer any queries. If you are not satisfied after you have discussed your concerns with me, you are able to contact the Financial Ombudsman Service (FOS) on 1800 367 287.
Again, please accept my apology and note that all times VetPay sought and followed legal advice. Unfortunately in this instance, the misstatement may have resulted in a breach of the law. The loan agreement has since been corrected and updated in September 2015.