A situation which is just about resolved, thankfully.

Bought an item online, due within next two or three days or so. Didn't arrive. Kept asking the company, still not arriving. Finally one customer care person who was so embarrassed at how badly this was going took personal responsibility for the order, cancelled it and reissued it. It arrived shortly afterwards, although about three weeks after my original order. Sorted.

Bill arrives a few weeks later. Another charge for the item plus delivery charge!! Eeeeek! What's going on! After some correspondence between us, with them also throwing in threats about licensed credit reference agencies because I'm not paying the bill, they've just emailed me today to say sorry and that my account is now clear.

I'm writing back to acknowledge their letter, but am also going to ask for formal confirmation in writing that they have removed any strike against me with licensed credit reference agencies. Additionally I shall ask for my account to be closed, again with written confirmation from them.

Taught me a lesson. Confirm any change or development in an order process, however minor, WITH ANY COMPANY, in writing. You just can't rely on their records. (Better late then never )

Hmm. Got an email back from them today, saying the following:

For any enquiries about your credit file, please write to us at the

following address, where our specialist department will be able to deal

with the matter.

 

CREDIT REFERENCE ENQUIRY DEPARTMENT

AINTREE INNOVATION CENTRE

PARK LANE

NETHERTON

LIVERPOOL

Should I not expect the people I've been dealing with to sort this out on my behalf and forward the file to their Park Lane address? I could write enclosing copies of all my correspondence, but why should I go to the expense and trouble of doing that and go through another lengthy correspondence with another set of people, when they can simply pass the file there themselves. After all it was they who got it wrong and spannered up the order, and had threatened me with debt collectors and bad credit referencing. Or am I being picky?

humph!

Inching on slowly ...

After asking yet again, they're going to write confirming that my account with them is now closed.

As far as the credit referencing issue is concerned they still appear to be 'misunderstanding' (ahem) what I was asking them to do - i.e. to pass on the file and all the correspondence to their credit referencing department rather than me having to copy everything, send it myself at my expense, and have to go through the entire story again so as to make sure they remove any strike against me with any credit reference agencies. They're reading it as though I'm asking the customer services department for information on their credit referencing. Looks like another email explaining myself yet again.

Sigh.

HOOOOOOOOOOORAYYYYYYYYYYYYYYYYYYYYYYY :o :o

Finally I've had an email from their customer services department saying they are passing my enquiry to their credit referencing department. Someone has read my emails properly!! That, or they're getting sick of me writing although, I'm getting sick of repeating myself over and over again .. as pleasantly as possible ..

Do you think this happens so much that the staff lose the will to live and just keep sticking stuff in the filing tray, hoping either it or the client will go away? In which case how much management of client issues actually goes on?

Note to self: keep on keeping on.