What should I do?

redn1ck · 13th September 2006, 13:53

Sent out the LBA. Got the following reply by secure message:

We have received your letter before action. We have been inundated with letters of a similar nature. Many of them involve searching through 6 years worth of bank statements. I apologise if our response is taking much longer than you anticipated. You will receive a response from us in due course.

Many thanks

Dorothy

My initial rection is to reply to tell that the 14 days will not be extended. Some advice please.

Should I reply to them to tell them I am not extending the deadline

or

Reply and give them one more week

or

Wait until the 14th day and then start court action.

Kind Regards,

redn1ck

morgan054 · 13th September 2006, 14:14

My response would be to stick to your timescale they have the resources, its not your problem they cannot manage, stick to your timescale and comtinue with the next step when 14 days is up

Best of Luck

pugsley · 13th September 2006, 14:49

they seem to be taking a bit longer after the LBA to settle because they are busy, you can send them a secure message saying you are about to file a claim and ask for where they want the claim to be sent to, they will give you an address and maybe it will stir them up a bit, it did with me and saved me doing a claim. look at my thread

andyhargreaves · 13th September 2006, 18:39

Quote:

Originally Posted by redn1ck

Should I reply to them to tell them I am not extending the deadline

Yes,

and,

Quote:

Originally Posted by redn1ck

Wait until the 14th day and then start court action.

Yes!

Andy

redn1ck · 13th September 2006, 21:07

Quote:

Originally Posted by pugsley

look at my thread

I have just read your thread and well done. I will be looking at what process you took and I will be following that.

Regards,

redn1ck

redn1ck · 13th September 2006, 21:15

Just sent the following by secure message:

You wrote:
Hello Mr redn1ck
We have received your letter before action. We have been inundated with letters of a similar nature. Many of them involve searching through 6 years worth of bank statements. I apologise if our response is taking much longer than you anticipated. You will receive a response from us in due course.
Many thanks
Dorothy
My Response:
My original letter was received by you on the 7th September (date taken from Royal Mail website). You have 14 days from then in which to settle this claim otherwise I will begin legal action as stated in my letter.
Kind Regards,
redn1ck

Boy did that feel good!!!

notsmilingyet · 15th September 2006, 18:43

Its upto you, they told me the same thing and said it'd be another 8 weeks! They are real funny.

They have the resources to deal with these claims if they want, its a delaying tatic probably taken at a higher level so be polite to the groundcrew and make sure they know your serious, etc

I'll be sending that address request message before I go ahead I think

redn1ck · 19th September 2006, 19:37

Just receivied the following secure message and sent the following back by secure message:

Withouth prejudice
Court action pending
You wrote:
Hello redn1ck
I'd advise you to have a look at our website where you can have a look at our complints procedure, we have up to 4 weeks to send our response to your complaint and then a further 8 weeks to send our final response. I've checked your account and it apeears that our complaints team are still looking into your letter sent on the 24/08.
Regards
Jade

However my letter stated 14 days and I will be sticking to this. I therefore need to start the process of making a claim on line this week. Could you let me know the correct address for smile that I should use in this claim.
Kind Regards,redn1ck

closey · 20th September 2006, 16:07

Use the Balloon Street address in your cheque book.

Smile are making me really cross today. They need to employ more staff, they can afford it.

redn1ck · 21st September 2006, 13:41

Ok. I knew it would come to this.

14 days have passed since my LBA was sent to smile. Therefore I am going to go the next stage.

Just going back into the FAQ for a good read before doing so. Any advice?

Kind Regards,

redn1ck

closey · 21st September 2006, 13:44

My advice would be to read back through the FAQ's which you are already doing so spot on!

Once you've done that, if you have any queries about the claim process please let us know.

redn1ck · 21st September 2006, 16:40

Hi,

Been through the FAQs and just started inputting my information on Money Claim then I realised that 14 days from now I will be on holiday. Should I wait until returning before submitting the money claim or should I continue with it now?

redn1ck

closey · 21st September 2006, 16:54

How long are you going away for?

redn1ck · 21st September 2006, 18:04

Quote:

Originally Posted by closey

How long are you going away for?

Just for seven (7) days.

notsmilingyet · 21st September 2006, 23:13

Wait the seven days and then file. Seems they are just being genuinely slow to reply, you dont have to wait for them though

redn1ck · 30th September 2006, 11:56

I initiated the court action online and have receivied the following by secure message from smile:

Hello redn1ck

I'm sorry you feel you have to resort to court proceedings without following our complaints procedure as laid down by Financial Services Authority.

You can send your claims form to us, and we will forward it on to our Legal department.

Team 314
smile
PO Box 600
Delf House
Skelmersdale
Lancs
WN8 6GF

Regards

Jayne Jones
smile Complaints Team

For full details of our complaints procedures, go to Redirecting to Smile Production Site, click on 'Talk to us' and then click on 'Complaints' on the right hand side.

What annoys me is that I did complain last Christmas but was fobbed off by someone in the customer diserverice centre.

Oh well just have to wait until I get my court papers and then forward on the correct stuff to smile.

Regards,

redn1ck

gazzah · 30th September 2006, 12:46

When did you do your mcol ? I've put mine in today so will be watching your progress along with a few others

dubai · 1st October 2006, 20:22

Quote:

Originally Posted by pugsley

they seem to be taking a bit longer after the LBA to settle because they are busy, you can send them a secure message saying you are about to file a claim and ask for where they want the claim to be sent to, they will give you an address and maybe it will stir them up a bit, it did with me and saved me doing a claim. look at my thread

Hi I got really into trouble with my smile account and they took my check book off me several hundreds of pounds later they agreed to stop adding charges to the account. It still cost between £600-900. Since I have closed the account down as I wasn't using it however can I still claim for what they did charge me as it was serious amount that really spiraled out of control?

tamadus · 1st October 2006, 21:15

Quote:

Originally Posted by dubai

Hi I got really into trouble with my smile account and they took my check book off me several hundreds of pounds later they agreed to stop adding charges to the account. It still cost between £600-900. Since I have closed the account down as I wasn't using it however can I still claim for what they did charge me as it was serious amount that really spiraled out of control?

Yes dubai you can claim for up to 6 years even if the account has been closed.

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