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Grant Stopped on hand over day

chrisneh

Over 3 weeks ago prdered a new car(grant already awarded),had email from hoist fitting company ,everything running smoothly,spoke to motability about BP pulse card was even told how much of the £750 we were due on collection and if I have my bank details registered they'd credit the account instead of sending a check

Then this morning 2 hrs before collection of new car we find out Motability removed grant from new car

1) Can they remove grant on day of picjup ?

2)Surely I should of been informed before swap over day seeing the car took 3 weeks for delivery n registration ?

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poppy123456

Have you rang Motability to ask why the grant was stopped? They are the only ones that can answer that question.

wkd

chrisneh said:

Over 3 weeks ago prdered a new car(grant already awarded),had email from hoist fitting company ,everything running smoothly,spoke to motability about BP pulse card was even told how much of the £750 we were due on collection and if I have my bank details registered they'd credit the account instead of sending a check
Then this morning 2 hrs before collection of new car we find out Motability removed grant from new car

1) Can they remove grant on day of picjup ?

2)Surely I should of been informed before swap over day seeing the car took 3 weeks for delivery n registration ?

Are you talking about this https://news.motability.co.uk/scheme-news/weve-extended-the-new-vehicle-payment-to-2024-for-new-customers/#:~:text=The New Vehicle Payment is,anyone newly joining the Scheme.

poppy123456

wkd said:

chrisneh said:

Over 3 weeks ago prdered a new car(grant already awarded),had email from hoist fitting company ,everything running smoothly,spoke to motability about BP pulse card was even told how much of the £750 we were due on collection and if I have my bank details registered they'd credit the account instead of sending a check
Then this morning 2 hrs before collection of new car we find out Motability removed grant from new car

1) Can they remove grant on day of picjup ?

2)Surely I should of been informed before swap over day seeing the car took 3 weeks for delivery n registration ?

Are you talking about this https://news.motability.co.uk/scheme-news/weve-extended-the-new-vehicle-payment-to-2024-for-new-customers/#:~:text=The New Vehicle Payment is,anyone newly joining the Scheme.

No, they are talking about a mobility grant. Your link is referring to a new vehicle payment.

chrisneh

@poppy123456 actually spoke to the CEO of Motability who said i could actually get any car up to deposit of £3249 which includes the grant and my contribution towards it.
@wkd the £750 for new vehicle payments can also be allocated towards advanced payment if not all of it used then they will give what is left over

Rosie_Scope

That doesn't sound very reasonable of them to remove the grant on the day of pickup @chrisneh. Did you have any luck getting in contact with them to ask what's happened?

chrisneh

@Rosie_Scope Had email from Complaints and have replied to it with all info , seems the Barry that did our original complaint was the CEO LOL He was such a nice person constant apologies of how n why it's been a struggle since we started this process back in September 2023
But yes we now feel degraded and victimised , as the person that stopped the grant was in fact the one we started the complaint on

Rosie_Scope

It's understandable that you feel that way @chrisneh. Have they given any advice about what will happen next, or is it all down to the complaints procedure now?

chrisneh

@Rosie_Scope in the hands of a manager from complaints team now, so more waiting

Rosie_Scope

How very frustrating @chrisneh! Hope you're not waiting too long to hear back, keep us updated!

chrisneh

@Rosie_Scope I will do and thank you

chrisneh

Thanks to one n all , stuck to my guns and the complaint was upheld , so picked my car up on the 12th