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.
After sending my initial letter and subsequently my letter before action; on the 13 day of my 14 day deadline I have received a secure message from Eddie Murphy, Smile Customer Services Manager, confirming I am to recieve a refund of £115. The message;
Following your conversation with Claire I'd like to apologise for not responding to your letter of April 3rd. You're quite right to say that this is not good customer service and I'm sorry about the obvious aggravation this has caused.
After reviewing your complaint a refund of the charges applied to your account has been agreed. As such, a total of £115 has now been returned. As debit interest is not classed as a penalty or fee we have not refunded this.
I hope you find this result to be satisfactory.
At this stage we are required to let you know that smile will regard the complaint as closed if we do not receive a reply within 8 weeks of this response.
If you remain unhappy you may ask for your complaint to be referred to the Financial Ombudsman Service. Full details are on our website, www.smile.co.uk / talk to us / complaints.
If it is, then it now remains for you to decide if you feel it is acceptable, baring in mind the statement about not refunding the interest that these charges incurred.
Originally Posted by f32382
...As debit interest is not classed as a penalty or fee we have not refunded this....
Which also suggests that the charges WERE a penalty!!!
If the difference between what you were claiming and what they have offered is tiny, I'm sure most people would tell you to accept the offer.
If there is a big difference then the opposite applies, although at all times, the choice is entirely yours.
But well done!
..
.
Opinions given herein are made informally by myself as a lay-person in good faith based on personal experience. For legal advice, you must always consult a registered and insured lawyer.
Smile refund charges
; on the 13 day of my 14 day deadline I have received a secure message from Eddie Murphy, Smile Customer Services Manager, confirming I am to recieve a refund of £115. The message;
Reply With Quote
Originally Posted by f32382
