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About tonymann

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    Basic Account Holder
  1. Hi All, I have two mobile phone contracts with EE and both are insured. I lost them on the night of Thursday 1st Jan and made a claim on the 2nd Jan. The insurance is through a third party 'Lifestyle Group'. I was advised my claim required me to fill out a Claim form which they emailed me later that day. I then called up Lifestyle Group and asked an agent if it would be ok for me to sign the form using an e pen to save me having to print and scan the form, i was advised as long as the signature looked like my signature there would not be an issue. The claims process takes 3 working days and can take longer for complicated claims according to Lifestyle group. After 3 days I had no contact so I called to chase the claim and was advised I needed to sign it using a pen after printing and my claim required more info and they had sent me a letter. I asked why I wasn't called or emailed as per the instructions I provided numerous times and they advised me they tried but couldn't get a dial tone. This is a total lie, my phone was working and I was waiting for the call. I re sent the claim this time with a signature after printing and scanning and also complained to the CEO of Lifestyle group I also included senior staff from EE and Allianz (the UW). The CEO replied saying the matter would be investigated and complaints are taken seriously etc. I was then contacted by someone from customer relations who said she had listened to the calls and at no time was an e pen mentioned and the claim was with the assessment team and they couldn't provide any timescale whatsoever. I explained on the second call the advisor had not been through my details so the call would not be logged on my account and as such without listening to every call on that day how would they be able determine if an e pen had been mentioned. I then chased them up today and the customer relations team advised the claim was still with the assessment team and they could not provide any time frame for a decision. she also offered me a £20 cheque as redress for the e pen issue and said it was because I feel misled and they weren't able to trace the call. I am thinking of sending a follow up email but I have now been without a phone for a week, is there anything I can do? Can a insurance company say we can take as long as we like??
  2. thanks guys i really appreciate the replies, I think I will check to see if the Ts&Cs say anything abt refurbed handsets and get it repaired depending on that. It would still be interesting to know where I stand with this as a consumer, do I not get the same rights as with a new product............I guess it depends on if the handset is new though.
  3. Hi Guys, I have a contract with EE and also pay a hefty £15 p/m for insurance, they have neevr let me down before and always replace handsets the next day which is why I stay with them. At the end of Nov I phoned to report my phone lost and a replacement was delivered on the 1st Dec. I have just realised now that it is rattling and I am not happy that after having the new one for just a month it appears to be faulty. I think this is a common fault on i phones where the battery becomes dislodged. I phoned them today and the cust service rep advised me as I was out of a 14 day window they would on replace it by re charging the excess, alternatively they offered for me to go into a store for repair. I feel they should replace it free of charge. Am I being unreasonable? Should I expect a replacement as its only a month old? What are my options? thanks
  4. thanks theoldrouge! appreciate the info.
  5. heres a pdf any legal experts, ppl that know abt writs, and police involvement if they report it stolen
  6. ive attached the first page of the writ it looks pretty official to me, any help please would be appreciated guys, really worried right now esp if the police get involved
  7. This is a writ with a high court stamp on it, issued by Reading District Registry of the High Court. Maybe they are able to do this as I previously signed a consent order?
  8. I was in the process of applying for a time order and today an agent from Burlington Group visited my parents home saying they are reporting the car as stolen today. He also dropped of a writ from county court. Can anyone help me immediately please? Can they report the car stolen if we are in a dispute? Must I had the car back?
  9. Hi any more info to my questions from above guys? is the cost of a time order payable in advanced or on the debt? also dx do I leave those charges with you or do I need to do something?
  10. hi guys any update on whether a time order cost is payable in advance? also Moneybarn have been sending their goons around to look for the car again, luckily its off the road but I'm sure they will try to charge me collection fees again.
  11. heres the statement its got all the charges/payments etc to date, no other charges from what I can see
  12. here's the attachment, thanks for all your help
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