In early June a representative from cash-clothes.co.uk collected 11 bin bags full of clothes that I no longer needed (we were moving abroad from the UK and had to get rid of clothing). I heard nothing, so a week later I called its customer services to ask what would happen next. I was told it takes seven to 10 working days for payment.

Nearly three months later I have still not been paid and I have emailed the company more than 20 times. I have called the accounts department, which has gone straight to voicemail. I have left messages with customer services for someone to get back to me. Nothing. The only breakthrough was when someone from its accounts department asked me to send the receipt I was given when the clothes were collected – which I did, as instructed.

But, since then, and several emails chasing it up, nothing again. I know there have been complaints about companies like this for not giving very much money for the goods they have received, but to give no payment at all seems unlawful. JH, formerly in Cambridgeshire, now Bangkok, Thailand

Such is the value of secondhand or “pre-loved” clothing – and even rags – that many companies have entered this market, organising bulk collection from people’s homes and promising swift payment, typically based on an agreed price based on weight rather than quality. Many, but not all, are charitable concerns and, as you say, the amounts paid are not huge.

It took us a while to get through to the lady in the accounts department (evidently the same person you dealt with) who claimed that you had never actually given Cash Clothes your bank details, and that she had been trying (but evidently failing) to get hold of you. She said she had had additional problems tracking down your account due to you using two different surnames.

The good news is that the outstanding payment has now been made to your account. The bad news is that it is a paltry £8.55! Not much to show for 11 bulging bags of clothes, we concede, but apparently your original donation included 7kg of “winter items” which it was not able to pay you for, as they were not specified on its most recent recommended list.

We would warn readers that they are unlikely to recoup much in the way of hard cash by using such firms. It’s probably better to help a charitable cause and ease your conscience at the same time by taking used clothing to a charity shop or collection point.

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