AMDM -v- PROVIDENT -v- EXPERIAN

[amdmlivingstone]

Hi All

I am in the process of challenging an entry in my CRA by Provident.

I received a copy of my CR and to my horror, Provident had an entry of 3 missed payments. When I contacted Provident, they stated that once an account reaches 12 missed payment then they are 'entitled' to inform the CRA.

My dispute with the missed payments was that my Agent wasn't calling when she was supposed to hence the missed payments. I requeted a new agent and this was rectified however, I was still playing catchup.

1 week after requesting my CR I requested another, only to find that Provident had made another entry to 4 missed payments which would equate to 4 months (which means that within 1 week I have missed 1 months payments - miracle if you ask me) . Anyway, I have just checked my report today, only to find (surprise surprise) another entry from Provident stating I have 5 missed payments. Yet another week to miss 1 months payments

I have since sent a CCA request to their head office along with my £1 fee and a copy of my original complaint.

I have placed the entry on Dispute with Experian, with the view to it being removed.

I made a call to Provident today and they have advised me that they received my letters yesterday 25/11 and will respond within 3-5 working days with a 'holding' letter. I advised the operator that they were required by law to respond (in full) within 12 +2 working days.

I await their response and will update for advise.

[amdmlivingstone]

Well, I received their "holding" letter today, along with a copy of their complaints procedure. Their letter read

"Thank you for contacting us to tell us of your concerns.

I've passed your details to a senior customer relations officer, who will look into the issues you have raised and will contact you again soon.

We do take your comments very seriously and we are committed to resolving your complaint quickly and to your satisfaction. Please find enclosed with this letter, information that tells you more about how we handle your complaint.

In the meantime, if you have any further concerns, please do get in touch on the direct line below."

I will post details of their complaint procedure as it made me laugh slightly.

[amdmlivingstone]

PROVIDENT COMPLAINTS PROCESS

By Day 5
We will try to provide a resolution to your complaint. If your complaint has not already been reesolved then a letter will be sent out to update you on the progress and to give you the name of the person who is handling your complaint.

By Day 28 (4 weeks)
Your complaint will have been investigated and we will aim to resolve your query and provide a response, detailing what we have done. Details of the resolution of any complaint will be provided in a final response letter. If the complaint has not been resolved an update letter detailing the situation will be sent to you.

By Day 56 (8 weeks)
We will aim to resolve your complaint within eight weeks of receipt. If after this period the complaint has not been resolved we will send a final response letter detailing the outcome of our investigation.

So, will by complaint be resolved within 5, 28 or 56 weeks - Sounds like they will choos 56 weeks and just issue the normal "were dealing with it" letter. Also, what if at 56 weeks it isn't fully resolved, they can just issued their final response letter and then that's it - I don't think so

Any comments - I've sent them a CCA

[bobbyh99]

According to your 1st post you have requested a CCA. As far as I am aware this is not a "complaint".

They only have the 12+2 days.

[amdmlivingstone]

Yeah, I sent a complaint and a seperate CCA.

When I wrote to head office, I sent another CCA (giving them the benefit of the doubt) and enclosed a copy of my complaint.

Although I am still waiting on a response.

[amdmlivingstone]

Finally I received a copy of my CCA's. Delivered by hand by my new area manager. I have gone through them with a fine tooth comb and can now confirm that my larger loan agreement does not have any interest rate or APR written on the boxes. My other agreement shows the internest rate is 177% and the APR at 177%.

My questions are:

1) Is my agreement unenforceable with no interest rate or APR showing?
2) Are both the interest rate and APR (177%) supposed to be the same?

Hopefully someone can advise.

Many thanks

[amdmlivingstone]

Bump. Please can anyone offer some advise?