Written by John Kruse, one of the leading experts on Bailiff Law, this consumer friendly guide is essential reading for anyone who comes into contact with a bailiff.
The book is easy to understand and clearly explains the rights
a bailiff has, and also what they cannot do when collecting debts and repossessing goods etc.
Hi, this is my first time posting, hope you can help me. I need to complain successfully to Abbey, but so far have gotten nowhere and want to make sure I get a result/taken seriously. Hae made numerous phonecalls (sadly didn't log all the names and dates, kicking myself in hindsight) and sent one email, but now realise I will have to write some letters and need a hand with drafting/setting out and what language to use.
The basics are these:
Tues 2nd Dec - tried to order a pizza online, debit card declined, had suficient funds in account. Called bank, told they thought it was card fraud and had blocked my card - even though I had gone through all the correct vis authorisation procedures . Could not unblock until the next day when the relevant dept was open. A little annoyed as had used the pizza compay before (Dominoes) but decided only a small inconvenience for one evening and better that they were vigilant than not. I did send a quick email complaint however and got the automated "we have received your email" message in return.
Weds 3rd Dec - called Abbey, put through to fraud dept, told card now unblocked, would work fine
Fri 5th Dec - Tried to use card to withdraw cash. Card declined. Luckily in town near a branch. Went in. Waited 20 mins to be seen by someone at meet and greet desk - no-one appeared. Cashiers also very busy, waiting difficult as had an increasingly grumpy 5 month old with me. Used the In Bank telephones, went through to fraud dept - another 20 mins wait! spoke to very helpful man, who fixed the problem. Card then worked.
Mon 8th Dec - received standard email from Abbey saying received my complaint and were looking into it, I would hear something in 4 weeks, which was last Monday, 5th Jan, and I have heard nothing more.
Tues 6th Jan, I tried to pay my mobile phone bill to carphone warehouse, over the phone using my debit card. This was declined. Again, I knew I had sufficient funds. I called Abbey only to be told my card was blocked as it looked like fraud to a made up company! I went through to fraud services and was told my card was not blocked, it was a problem with carphonewarehouse and my card would now work (got her name - Renata, very rude to me, when I told her that customer services had told me cad was blocked, as far as she was concerned card was not blocked and ho dare i queston her!). I called carphonewarehouse back. Same result, card declined. Carphonewarehouse adamant it was not a fault their end. Back to Abbey - told card blocked! Back to fraud services. Told not blocked, problem lies with carphonewarehouse. Back to carphonewarehouse. They say not their fault, fault lies with bank! Called bank one more time. Told card def blocked - put through to fraud, told not blocked!!!!! Very very annoyed. Decided maybe it could be an issue with a computer system on one end (either bank or carphonewarehouse) and would try again next day.
Weds 7th Jan - called Abbey Fraud dept to double check card would work. Told it definitely would work. Called carphonewarehouse. Card did not work!!! Very very cross now. Called bank, spoke to customer services again, trying to find out why their 2 depts told me different things, person I spoke to no use. Said card had been blocked before but now wasn't and basically I should go away as it was all fixed. Offered no help at all in trying to help me get to the bottom of the problem, never deviated from her script. Asked to go to a Manager. Got a gentleman named Ezekiel (I think) Told me there had been a problem, but now there wasn't, put me on hold while he double checked this, then assured me it would work. Told me to call carphonewarehouse to pay my bill. It would definitely work. He would call me in half an hour to check all was well. Called carphonewarehouse - guess what? card declined!! the woman at carphone warehouse was very helpful, assured me it wasn't their end and then asked to double check that we had the correct address down when she had tried the transaction, whuch we did, she also suggested I heck my bank didn't have my address written slightly differently because if they did, this would cause the problem I was having!!! When Ezekiel caled me back, I told him the card had not worked. he insisted it must be a fault with carphonewarehouse. I asked him what addressthey had for me. they had the correct address, exactly as I write it and had told the phone company, EXCEPT the last 3 characters of my postcode had been wiped and replaced with 2 random characters (4E) making it an invalid postcode. I was confused as to why this had happened as after checking my latest bank statement, the postcode was correct on that! Ezekiel told me it had been changed on 12th October 2008!!!! I asked him to put it right and was told I would have to go into branch with id and complete a form to do this - sadly it is a bit of a mission for me to get to the bank, so won't be able to do this soon - which I told him and was told there was nothing he could do. I got quite cross as obviously someone has changed my postcode WITHOUT me going into a branch with 2 forms of id, so why can't they fix THEIR mistake. Got the speil again - standard "I understand, but nothing I can do" By this point I had lost the will to do anything but curl into a raging little ball and knew I was going to lose my temper and become irrational and rude. Asked how I was to complain about this and was told he would submit my complaint and I would receive a letter acknowledging my complaint and that they were investigating it, within 5 working days.
I then phoned carphonewarehouse, gave the incorrect, invalid postcode (which the customer service woman questioned, but used when I told her it was my bank messing around) and my payment went through. Insanity reigns.
Monday 12th Jan - received a letter today dated 8th Jan, saying "they are sorry I am not happy with the service regarding my request to chage my postcode and that, as discussed, to make the change I have to go into the branch wth 2 forms of id. I am also to be assured that she has carried out a ful investigation for me and hopes I feel she has offered a fair response to all the issues I have raised" Er, excuse me? How has that addressed my issues? The letter doesn't even acknowledge them!!! I have the leaflet they enclosed stating who I have to write to now, if I am still unhappy.
How do I proceed and how do I word it all? Should I also cc the Banking Ombudsman now? I have been a customer of Abbey for 12 years and never really had a complaint until recently, very disappointed and fed up!!!!
Need Help Complaining! Bank incompetence!
, but so far have gotten nowhere and want to make sure I get a result/taken seriously. Hae made numerous phonecalls (sadly didn't log all the names and dates, kicking myself in hindsight) and sent one email, but now realise I will have to write some letters and need a hand with drafting/setting out and what language to use.
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