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Everything posted by Lyndell

  1. Just a quick update. I received another letter from MDB last Tuesday asking me to contact them as my account may be eligible for an early settlement figure by reducing the balance!! I then received the following e mail on Friday from the EE Executive Office. "Thank you for your email received by the Executive Office, I have been asked to respond on behalf of EE. I am sorry to read you have received conflicting information regarding the closure of the above account. I could not find a request to close the account and charges have been accruing as a result of this. Due to the circumstances you have explained in your email I have reviewed the account. I am happy to confirm to bring this matter to a closure, I have cleared the balance and notified Direct Legal Agency no further action is required. Please accept my apologies for any inconvenience this may have caused. Further to the above, I will request your credit file to be amended to ensure it has no adverse effect on your credit file. Please note this can take between 7 to 28 days to reflect on your credit file. I trust the action taken has brought this matter to a satisfactory closure." Hopefully this will finally resolve the matter but I do feel inclined to reply about why this wasn't sorted in the first instance i.e. April 2014 and to ask why I did not receive any replies to my letters which I sent recorded delivery (3 in total). Dreadful customer service. Thank you all for your help, I do appreciate it.
  2. Thanks for clarifying that Oleg. Just a quick update for everyone. I have sent an e mail to the address that fkofilee recommended which is the EE Executive Office. They have replied that they are going to assign a Case Manager who will contact me directly. Hopefully it will be a successful outcome. I will keep you informed. Many thanks once more.
  3. Lesson learned BankFodder. I did send every letter recorded delivery and have a copy of the signatures. I never thought about recording calls. Thank you.
  4. Thank you Oleg, Not really sure what you mean about the debt, sorry. In a letter from Orange of 25th September Orange asked for full outstanding balance and said that if they didn't hear from me then my account would be sent to a Debt Collection Agency to recover the debt. On 13th November I received the first letter from dlc which said:- We have been instructed by Orange Personal Communications to obtain payment of your balance of £435.06. Unless contact is made, we will pass your file to our Litigation Department. Solicitors may then be instructed to issue proceedings in the County Court with view to obtaining a judgement against you. If the balance is not cleared, this will result in a default being applied to your credit file by Orange Personal Communications which may affect your ability to obtain future credit. Does this mean that the debt has been passed for collection?
  5. Hi Oleg. I did read once that I would be wasting my time dealing with debt collectors that is why I have been trying to sort it through Orange. The letter I received from dlc stated:- We note we have not received any recent contact from you relating to the above account and this balance remains outstanding. Due to the above, we have instructed Mercantile Data Bureau Ld, a subsidiary of Willesden Securities Ld. to manage your account effective from the date of this letter. Mercantile Data Bureau Ltd would like to give you the opportunity to discuss your account with them before they undertake any action with your account. They will take into consideration your current financial circumstances and outline the many options available to help resolve this matter. Please contact Mercantile Data bureau Ltd today on ....... to discuss this matter and come to an affordable repayment plan. Obviously I haven't contacted them either. Do I just write to Customer Services at EE, Bristol. The only communication I have had from EE was the very first letter informing me of the price change of my contract in April 2014. All the other letters came from Orange!
  6. Thanks for your quick reply. Will email him the details now and let you know the outcome. Hope its a speedy conclusion.
  7. My son came over from Australia at the end of July 2013 for his annual visit. We visited an Orange store and took out a sim only 28 / 30 day rolling contract in order that we could cancel it as soon as he went back. We cancelled it at the same store and I also rang Orange to confirm cancellation. £59.58 was paid by direct debit on 2d September which I then cancelled. I never gave it another thought until I received a letter dated 3rd April 2014 saying there were changes being made to my Orange account regarding price. I wrote back immediately saying I had no account with Orange and would they kindly delete my records. 27th August 2014: I received a letter saying I owed £373.95 and threatening to disconnect me if I didn’t pay immediately. I wrote back on 7th September giving a detailed explanation of when and where the account was cancelled. I also explained that on receipt of their letter I had called in to the store again and the Manager – Simon – confirmed that after checking their system I had definitely been on a 28 / 30 day contract which I had cancelled! 25th September 2014: I received another letter saying I owed £406.27. I again wrote back immediately to explain the situation yet again. 13th November 2014: I received a letter from a company called dlc saying I now owed £435.06 and threatening me with legal action! I did not want to get involved with a debt collecting company so I rang EE / Orange on 17th November. Absolute waste of time – hadn’t a clue what I was talking about. I then decided to go back to my local store yet another 20 mile return trip. 23rd November 2014: I spoke to Simon at the store and after a wait of 30 minutes whilst he was on the phone he explained to me that the problem had now been fully resolved. Luckily his Area Manager had been available and she had personally taken the matter over. Between them it was all sorted and they were very apologetic. My feeling of relief did not last long. 1st December 2014; I received yet another letter from dlc but presumed it had just been sent out before all he paperwork had gone through so just ignored it. 7th January 2015: Yet another letter from dlc informing me that I owe £435.06 and my account is now being managed by Mercantile Data Bureau Ltd., a subsidiary of Hillesden Securities. They have asked that I contact them to discuss an affordable repayment plan! Simon did explain to me that there have been horrendous problems since EE took over Orange and I have accepted all of the above both calmly and politely. However my patience is now wearing very thin. I would appreciate it if anyone could please give me advice on what my next step should be. I must admit I am very reluctant to deal with either dlc or Mercantile Data Bureau, especially as I don’t owe a penny, but will do so if that is the only option left open to me. I am quite happy to write to Orange again but would welcome a contact name if possible. Thank you in anticipation.
  8. Many thanks both of you for your advice. I am not happy with the total amount offered but life at present is stressful enough so I have decided to accept Thomson's offer. I am sure the situation will happen again and again but that was definitely my first and last holiday with Thomson.
  9. I will keep my experience with Thomson holiday as brief as I possibly can. My husband and I booked a week’s holiday for 2 in Lake Garda for w/c 25th June. My sister had flown over from Australia to allow me to go as I look after my 93 year old mum so I wanted this to be a holiday to remember. I paid £2108 for a deluxe room for one week, which according to the hotel when I e mailed them prior to booking was classified as a junior suite on their website. When we arrived at the hotel the minute the receptionist showed us into the room I told her it was not a suite and was unacceptable. She insisted that it was what we had booked and could do nothing about it as our booking was through Thomsons. I argued that a room with a bed, bathroom, two bucket chairs and a small table was not a suite and, taking into consideration the appalling view of an old building with underwear hanging from the windows, I stood my ground and told her it was unacceptable. As the hotel was full I was told that the only solution was to upgrade to a suite (not a junior one!) which would be available the following day at 80 euros a night. I told them this was impossible as we were on a budget and needed the money for any excursions we may wish to go on. At that she said she would contact the Thomson rep. She was lovely but her hands were tied so I asked her to contact her Manager so that a solution could be reached. I never saw the Manager and no solution was offered so reluctantly we stayed in the allocated room for one night and then decided to pay the 480 euros to upgrade the following day. When we arrived home I wrote to Thomson on 7th July detailing my complaint about the room we were offered which they received on 9th July. No reply was forthcoming so I wrote again on 16th August requesting their comments. I received their reply dated 16th September in which they stated:- “after double checking the details in your letter along with the information we have, we believe that the room you were allocated was in fact not a deluxe room as you had booked.” By way of apology they offered me a refund of £192 – being half of the cost of the upgrade – an upgrade that I wouldn’t have needed if I had been allocated the correct room. I was delighted to receive acknowledgement that I was right about the room and replied on 23rd September copying my letter to the hotel and the Managing Director of Thomson. I am afraid I do write lengthy letters but this is the most important part of it:- You may be aware that the definition of fraud is:- Knowingly cheating someone. Also for it to be considered fraud the person being cheated must not have known it was a lie. I believe this is exactly how I was treated. I was allocated a room which I was assured by the Hotel was what I had booked i.e. a deluxe room and, as stated in my first letter, I had no way of contradicting this so reluctantly had to accept their word on the situation. Now that you have confirmed that I was allocated the wrong room, I am writing to inform you that I am sorry but I am not prepared to accept your offer of £192. As I explained in my letter my holiday was severely curtailed due to the fact that I had to pay 480 Euros to upgrade to a suite. Now I have been proved right, I feel I am fully entitled to ask for:- • A full refund of the 480 euros I had to pay for an upgrade. • Recompense for having to sleep in an ordinary room on our first night when I had in fact paid for a suite. • Postage costs currently standing at £7.85. • Recompense for the time I have spent detailing this complaint plus printer costs. • Compensation for being put through this ordeal. I presumed paying £2180 for a weeks holiday in Italy would guarantee me what I was looking for - a stress free holiday. Obviously not – I was not only stressed but ended up having to pay an additional credit card bill when I arrived home. The reply was almost immediate, dated 30th September, where they have stated ‘that they would like to increase the gesture of a refund to 480 euros in order to close this matter for me. This does represent our final offer and is instead of the £192 offered previously.’ After all that my question is should I accept the 480 euros? I don’t want to as I feel I should receive at least some of the recompense I asked for. Is it worth carrying on or should I do as my husband says and take the easy way out and accept it.
  10. I just wanted to thank you all for your advice with this problem. My son sent the cheque to the dentist and has now received a receipt and the cheque has cleared through his bank account so I guess they called off the DCA who hopefully will lose out on their £50.24! I can now happily send my letter of complaint to Integrated Dental Holdings and to the GDC and we, as a family, are in the process of moving over to another dental practice in the town. Without your help it could have been an entirely different outcome. Thank you once more.
  11. Many thanks to all of you. You are right Scarlet Pimpernel when you say "Ruminating upon what a patient-unfriendly dentist and a second-rate DCA might do over £50 really isn't worth it" but my stomach is in knots thinking about it. I have made a decision and will go with mathmagician and take my time over the process. The cheque will be sent to the dentist tomorrow and I will await the outcome. Once the cheque has been cashed (hopefully) I will be sending the GDC a letter and copy it to Integrated Dental Holdings. Thank you all once more and I will keep you updated.
  12. Many thanks. We have made 3 verbal offers of payment to the dentist on 19th / 20th December but they wouldn't accept it that is why I thought we should make the cheque out to the dentist but send it to the DCA. However if you don't think they will pass it on then it would be pointless. If we did send it to the dentist should I state that payment was refused 3 times and that we will not deal with the DCA pointing out that we believe it is their responsibility to sort it out with them (or something to that effect). If the DCA keep trying to get their £50.24 and my son refuses to pay, will it affect his credit rating? Will the DCA just stop sending the letters eventually? I am still so annoyed about it especially as I have always drummed into my son that he must pay his bills on time but I guess that counts for nothing with this dentist. We can't wait to transfer to another one.
  13. Hi, I would like to send the letter off tomorrow, can someone please advise me if I should make the cheque out to the DCA or to the dentist. I am just a bit concerned that if I send it to the DCA and it is in their name then they may keep their percentage and only pass the remainder on to the dentist. This mean that my son will still owe the dentist some money. Thanks
  14. Sorry, one more question before I send the letter off. Shall I make the cheque out to the DCA or to the dentist?
  15. That thought had crosssed my mind. I will wait until my son's cheque has cleared first though. Thanks.
  16. Right, I will send the cheque and the letter to the DCA. If they come after my son for the additional £50.24 then they will certainly have a fight on their hands as he is still refusing to pay it. He has done a letter to send to Integrated Dental Holdings and to the Practice Manager who refused his payment but I have told him to wait until his cheque has cleared. There will also be letters from each member of my family and possibly even some friends cancelling their registration with the Practice. Two years ago if I wanted an appointment I had to wait weeks, now they can usually fit you in the following week - and I guess this is the reason why - the waiting rooms are often empty. Apparently it's all about meeting targets and budgets since they were taken over - pity it's at the expense of customer service. Thank you once again and Happy Christmas.
  17. Many thanks. Do you think they would stoop so low or am I being naive? If I did this should I write a similar letter to the dentist enclosing the cheque and then ask them for a receipt?
  18. Thanks for your very speedy reply, I do appreciate it and will sort the letter out tonight. The dentist is not going to lose one patient - at the present count they are going to lose my son, my husband, me, my other son, my sister and her two children and my mum. A grand total of 8 up to now. We also have three other dentists in town and none of them have waiting lists and all do National Health. I must admit this Forum is superb.
  19. This is a minor problem compared to some I have read on the Forum but I just need some advice on what my son should do. He has been undergoing dental treatment at a local practice and paid for his treatment as and when he had it. He carried on having his treatment but did not pay after the final session session as he was waiting for a new card debit card. He was told this was no problem and to call in later. Unfortunately he had to go away the next day and to be perfectly honest I don’t think he gave it a thought owing to the conversation he had with the Receptionist. My son lives on his own and is hardly ever at home due to work commitments and the fact that he is a voluntary Assistant Coach to an Olympian Team so pressure is really mounting. He received the first reminder letter from the dentist dated 23rd November and another one dated 7th December which actually arrived on either Monday 12th or Tuesday 13th. He was away at the time and I opened it and rang him to tell him that the account was being forwarded to the debt-collecting agency. The letter did actually give him 7 days but didn’t actually say from the date of the letter or receipt of the letter. However he asked me to call in to the dentist, which I did on the 14th December, to explain that he was back on Sunday 18th December and would pop in to pay it the next day. They agreed that would be ok. He went into the dentist on Monday 19th December to pay the £157 and they refused to accept it saying that the matter had been put into a debt collection agency. He was absolutely stunned as he has always paid monies owed and has never been in debt – he doesn’t even have a credit card. He has been with the dentist for over 20 years and has always paid promptly and never missed an appointment. Apparently the dentist is now part of Integrated Dental Holdings and their code of practice has changed. When my son rang me I also called in to try and work out a solution but again they refused the payment. It is ironic that the dentist can take time out to ring him to remind him about his appointment but cannot pick up the phone to mention that his account is overdue. The dentist claim they sent him 4 letters but when I went in they told me they had sent him 3 when in fact he received 2, one of which took at least 5 days to arrive. Surely in a situation liked this, the letters should have been sent recorded delivery especially the last one. Today, 22nd December he received a letter dated 16th December from P & J Collection Services asking for £207.24 – adding an extra £50.24 to his bill. They are asking for payment in full by return or they will have no option but to advise their client to issue legal proceedings against him without further notice or delay. The letter also said that an adverse court judgement would make it extremely difficult for him to obtain credit from anyone and he would also incur legal costs ordered by the court. They ask for a letter stating if there are any valid reasons for not paying and told him NOT TO IGNORE THE LETTER. He is now furious but does not dispute he owes the £157 and would willingly pay it now but at the moment there is no way he believes he should pay the extra £50.24. He is in the process of writing to the Head Office but would like some advice on how to proceed with P & J Debt Collections. Should he contact them to say he is disputing the additional fee or should he ignore the letter until he hears from Head Office? Do verbal agreements count for anything? There is no way he wants to be dragged through the courts so should I try and persuade him to pay the full amount Any advice would be appreciated. Many thanks.
  20. Coledog - your reply is why I love this forum. I think I was even more stressed out than my son last year (if that was possible) but since I first posted on here last November I have finally been able to take one day at a time and am actually even slightly relaxed! All the horrible thoughts about legal action, baliffs etc have been put to one side and although my son still struggles with what has happened he is slowly picking himself up and can see light at the end of the tunnel. Thank you to everyone for your support.
  21. Thanks - will do Alf. Your reply came through as I was composing my reply to Donkey. I must admit I was shocked when he received the letter from Moorcroft, thought he had heard the last of them! Will keep everyone updated.
  22. Thanks Donkey, I will do a letter for him this weekend. Is it usual for a company like Sainsbury to pass an account back to the same DCA especially after Moorcroft passed the account back to them when they couldn't supply the CCA ? To clarify: I am replying to Moorcroft's latest letter pointing that they remain in default of a legitimate CCA request, and that the account STILL remains in dispute. Just a couple of queries, when a CCA request is sent to a DCA then is it law that they must reply? Were Moorcroft within their rights writing to say my son had to resubmit his request to Sainsbury? When I send the letter, shall I enclose my son's copies of the CCA request and Account in Dispute letter? Will I be in order to say that no payment is enclosed as they cashed his Postal Order and refunded the £1 payment by cheque - which has not been cashed. Presumably, once this letter has been sent, does my son then just wait to see what happens?
  23. Sorry it's so complicated. I will try to keep it as brief as possible. Sainsbury asked Moorcroft to deal with my son's account on their behalf. When Moorcroft wrote to him, my son wrote back requesting a CCA. He heard nothing from them so then he sent an Account in Dispute letter. When they received this letter Moorcroft replied saying they could not comply with the request and told my son to resubmit his request to Sainsbury as they were no longer dealing with the account. This was in February and on the advice of the Forum my son has been waiting to hear from Sainsbury or another DCA. This week he received the letter detailed above from Moorcroft so it looks like Sainsbury have reappointed them to deal with the matter. My son is still unemployed and still paying Sainbury £5 per month by standing order. What is the best way to deal with this? Should he start all over again and request the CCA or should he just write to Moorcroft and refer them to the previous two letters i.e. the CCA request and the Account in Dispute.
  24. Thanks. Should my son mention in the letter that he has already sent a previous Account in Dispute letter? When writing it should he enclose a copy of his previous CCA request letter?
  25. I have posted this on the old thread as this matter is still ongoing from November 2010. Briefly my son had severe financial problems, his business failed but he sold his house and managed to pay off all his debts except this Sainsbury one. Sainsbury put it in the hands of Moorcroft and following the forum’s advice he requested a CCA. When no CCA arrived he sent an Account in Dispute letter on 19th January 2011 – also detailing his new address. On 21st February, Moorcroft wrote back saying they could not comply with the request as they were no longer dealing with the account and referred my son back to the Client (Sainsbury). They also enclosed a cheque for £1 which we haven’t cashed yet – should we cash it now? I then went back on to the forum and took the advice offered i.e. do nothing until my son hears from Sainsbury. Currently my son has heard nothing at all from Sainsbury although in previous correspondence they did state that they were going to review the situation in March 2011. However, unbelievably - he has had a letter from Moorcroft!!! forwarded on from his old address so obviously they have not updated their records. The letter says: Re: Sainsbury Bank IMPORTANT INFORMATION – POSSIBLE LITIGATION To prevent the above possible action please send payment before 20/06/11 or Telephone 0161 475 2808 immediately. If you do not contact us following receipt of this letter we may have no alternative other than to recommend to our client that solicitors issue legal action against you which may follow. Please note if legal action is necessary and if the solicitors instructed are successful in entering judgment then your debt may increase as follows: They then go on to list extra charges on top of the outstanding amount, including: Solicitors Costs for Issue of Claim Form Court Fees for Issue of Claim Form Solicitors Costs for Entering Judgment (by default). The letter ends:- Please do contact us now. Neither we nor our client want court proceedings to be issued and it is still possible for you to avoid this by agreeing a repayment plan that you can afford and maintain. This forum has been so helpful and I would appreciate any advice on what I should do next. I still have copies of all the letters received over the months. Should my son start all over again i.e. ask Moorcroft yet again for a copy of the CCA. If so, should he mention that they were dealing with his account previously but they referred it back to Sainsburys? Just to confirm that my son’s circumstances have not changed, he is still unemployed and he already has a repayment plan – he still pays Sainsbury £5 a month by standing order. I have also reminded him that he must only communicate by letter. Thanks in advance.
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