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the loan was due to finish this week, she paid it off in March so it was only £160 that they wrote off. The reason they are saying that the additional money is owing is that she requested a settlement figure which arrived on March 11th, she phoned to pay it on March 17th and was given a different settlement figure, the lady said that because it was still within 7 days of her receiving the original settlement figure they would stick with that one, the £19 is the difference between the 2 settlement figures