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Found 901 results

  1. I got spoofed out of £1,000 by these fraudsters and the bank have refused to give me my money back. I was stupid enough to fill in the form on line and then I found it strange called bank to stop cards and they said it was online Sc@m. They said they would watch my account, not to worry, and issued new card and pin. 3 days later my cards came and i got a call from "the bank" but it was the sc@mmers. (They had my number from the online form I filled out for the fake refund). They said they would send me a code to my phone and to confirm the code for security reasons. I gave them the code and they started talking to me about what had happened and said someone tried to take £500 out my account but they blocked it and was calling to make sure it was not me. During this time, they downloaded the bank app onto their phone and using the code, transferred online 3 transactions totalling £994. After the call, I checked my account and noted then called the bank who stopped the account but could not stop the transactions. After an investigation they said because I gave this code to them I am liable. I have complained and they said I won't get my money back. I want to know if this is right. They knew this fraud was happening but did nothing to warn me and had a duty of care to watch out for me and protect my money. I did not authorise these transactions, even though they had the code to download the app, the actual authorisation and transfers were not done by me. I have been sick and unwell because of this and wondered if there was anything I can do because the bank should have done more to protect me and the transactions were not authorised.
  2. Hi, Sent a CCA request to MBNA who i have been paying on a DMP with Stepchange 10 days ago, have just found my original welcome letter and it is with Bank Of America / Amazon. I have not had a reply as yet. Account opened in 2012. Wondering if i should have sent the request to BOA rather than MBNA Cheers
  3. Hi, this is my first post, please be gentle:smile: I submitted a request to HSBC in relation to PPI that I am certain I had with HFC Bank for two items of computer equipment that were purchased in 1995 and 1997, as I believe PPI was automatically added as a pre-tick? The total amount of both repayments were in excess of £5k HSBC came back negative and asked in their reply whether I had copies of the agreements, number etc. which I don't! I then did a SAR request to Dixons (PC World) which verified that I had both of these agreements with HFC Bank, although they could not give me any agreement numbers? I do have copies of bank statements which cover both of these transactions, which show HFC Bank as the recipient of the direct debit. My questions are as follows; Should I do a SAR request to HFC Bank to see what other paperwork they have, or should it be sent to HSBC, if so to where, and what other paperwork would they want from me? copy of driving licence, utility Bill etc. At the back of my mind I think that I also had some dealings with Beneficial Finance and Hamilton, all now HSBC. Can I do one SAR for all three given that they are all in the same group? Any advice you can give me is appreciated.
  4. In Aug 2010, The Royal Bank of Scotland terminated my current account and associated borrowing. At the time, I had 2 current accounts and one credit card. The debt on the accounts is £0 and £834 respectively. It was initially chased (although not sure why they were chasing a balance of nil) and I never made any payments, wrote to them, answered their calls etc. Both these accounts show on my Credit File as defaults. However the date doesn't show 2010 as it should but 2013 and 2014 presumably when they last updated them. The credit card balance was £7k+ and was again chased by RBS but again, no payments were made, calls answered or letters written. This debt never appeared on my credit file despite passing through the hands of numerous low level debt collection companies until last year when it was picked up by CABOT. They are calling and writing on a regular basis but again, neither are acknowledged. No court action has been taken on any of the three accounts. My questions are therefore - Are the debts now statute barred (5 years in Scotland) Why do the dates not reflect the dates of my last correspondence with them? Should I write to RBS and CABOT stating they are statute barred and asking them to be removed? Thank you.
  5. Hi all. I’m looking for some advice. I recently opened up a noodle account and noticed that a TSB account of some sort had been opened in my name. I think it was a loan as there have been monthly payments and now has a balance of £0. I know I should have checked sooner but in the past we used ones like Experian mainly for our credit score. Here are more details anyhow. The account was opened approx 3 years after we left the address it is registered at in 2014. There have been regular payments into the account/loan and everything other than it being false, seems ok. Payments stopped in April of this year and is marked up to date as of the end of April. Not sure how they managed to get my details as we had a redirect on for the mail and quickly notified people of our change of address etc. but something got through or left behind in the move. I’ve contacted the bank and have been given the number for their fraud department and have also marked the account as disputed on noodle. What I would like to know is what steps should I take to make sure this account is dealt with appropriately. Thanks and any questions that might help let me know. Spoke to their fraud department and it’s a current account, not loan etc. They’ll investigate and send me a letter in 10 days detailing what evidence was used to open the account. They’ve stopped the account and put a note on it.
  6. Hi, I received a PCN recently and I'm not 100% sure if a ticket was purchased for the time in the car park. The driver was in the ten pin bowling alley, which the car park is outside, with son for his birthday. Just wondering how I, the registered keeper, will go about handling this. 1 Date of the infringement - 10/2/19 2 Date on the NTK [this must have been received within 14 days from the 'offence' date] - 18/2/19 3 Date received - 20/2/19 4 Does the NTK mention schedule 4 of The Protections of Freedoms Act 2012? [Y/N?] - N 5 Is there any photographic evidence of the event? - Yes 6 Have you appealed? [Y/N?] post up your appeal] - Y (See below sent 22/2/19) Have you had a response? [Y/N?] post it up - N 7 Who is the parking company? - Smart Parking 8. Where exactly [carpark name and town] - Havens Bank Retail Park, Exeter Appeal: I dispute your 'parking charge', as the keeper of the vehicle. I deny any liability or contractual agreement and I will be making a formal complaint about your predatory conduct to your client landowner and to my MP. There will be no admissions as to who was driving and no assumptions can be drawn. Since your PCN is a vague template, I require ALL photos taken and an explanation of the allegation and your evidence, i.e.: - If the allegation concerns a PDT machine, the data supplied in response to this appeal must include the record of payments made - showing partial VRNs - and an explanation of the reason for the PCN, because your Notice does not explain it. - If the allegation involves an alleged overstay of minutes, your evidence must include the actual grace period agreed by the landowner. If you fail to evidence the actual grace period that applies at this site or suggest that only one period applies, this will be disregarded as an attempt to mislead. In the absence of evidence, it will be reasonably taken to be a minimum of twenty minutes (ten on arrival and ten after parking time) in accordance with the official BPA article by Kelvin Reynolds about 'observation periods' on arrival being additional and separate to a 'grace period' at the end. - in all cases, you must include a close up actual photograph of the sign you contend was at the location on the material date. Formal note: Should you later pursue this charge by way of litigation, note that service of any legal documents by email is expressly disallowed and you are not entitled to assume that the data in this dispute/appeal remains the current address for service in the future. Yours faithfully,
  7. Good Morning, I'm seeking some advice/direction from you for my mother following my fathers death in 2014. Her mortgage started in 2002 and was called a Natwest Foundations Mortgage, it was effectively an arranged credit line that allowed you to borrow up to the value of the property and pay off extra amounts when suited. Natwest withdrew this product and started locking peoples money in, there was widespread complaint online about this. At this time from research, many customers moved to other products offered by the bank however my father insisted he was staying on the product. Still to this day that mortgage is in place, it reached the 14 year term in 2015 and has rolled on a SVR extension for 3.5 years... I have drafted for my mother with her consent, the issues that she has with her mortgage. Some advice and direction would be greatly appreciated. Issue 1 - Natwest Payment Protector sold as Life Insurance with Mortgage Foundations Mortgage Account taken in 2002 – This was done 100% at home by an Natwest advisor called XXXXXX XXXXX. We have hand written letters that were included in the SAR that show this. Natwest say that they have no records to indicate he ever worked within the company. I feel this is crucial to my complaint as XXXXX XXXXX completed the mortgage with myself and husband at home and advised us on everything. We were advised we had to take a life insurance product called ‘Natwest Payment Protector’ in order for the mortgage to go ahead. From the beginning of the mortgage up until my husband’s death in July 2014, we were led to believe that the Natwest Payment Protector was Life Insurance on the house. It is proven that this is what we believed as when my husband had his first heart attack in May 2008, he contacted Natwest to try and freeze the account. At no point did he use the Natwest Payment Protector whilst sick, which is apparently what it was for! We both were led to believe this was Life Insurance. At this point, I am upset that Natwest did not inform us what this product actually did - If they had, it would have covered the payments whilst he was sick and also would have made us aware of the product they had mis-sold at a time when we could have done something about it. This has had a huge financial effect on myself. Natwest have produced after many letters to the bank, a document with my husbands signature agreeing to the costs and benefit of the NatWest Payment Protector… This was not signed by myself nor do I believe my husband signed this understanding what it was he was signing – I stress, the Natwest advisor forcibly made us take this product as part of the ‘deal’ and this product was ‘Life Insurance.’ Issue 2 - Failing to supply information under SAR My initial SAR request was handled carelessly and was to say the least, incomplete. It was missing huge amounts of information and the majority of what was sent was not legible. I complained about this and specifically requested it to be resent as well as information pertinent to the mortgage to be sent. Following this second request – there is still clearly information missing. Issue 3 - The original mortgage agreement/contract and terms and conditions Despite two subject access requests being submitted a Natwest complaints handler has informed me that – quote ‘A further search has been completed by the Mortgage Operations Centre and they have been unable to locate a copy of your original mortgage offer’. I find this un-acceptable and ask on what grounds this mortgage is enforceable under the CCA between 2006 and 2016? Further to this, despite two subject access requests and specifically asking via letter to the Chief Exec’s office on more than one occasion Natwest have failed to supply the original ‘Terms & Conditions’ of the mortgage. Nor have I been supplied a reason as to why these are not available. In fact, since asking for this information shortly after my husband passed away in July 2014 I have not seen any paperwork produced by Natwest that form an ‘agreed mortgage contract’ nor an ‘agreed credit arrangement’. Issue 4 - Status of mortgage agreement during the years 2002 to 2018 leading to issues surrounding compliance of the CCA in 2006 and FCA Regulations at the ‘supposed’ end of term. My understanding from recent research is that this mortgage is a pre-2004 First Charge Mortgage that was unregulated when put in to place in 2002. 2002 – 2006 Between these years the mortgage should have complied with the CCA, however from research it seems like the £25,000 barrier stops this from being required… In the Natwest supplied SAR upon opening the loan, I find it very convenient that there is a column entitled CCA (Consumer Credit Act) – marked with ‘NO’. I would like this explained to me as the bank deemed this important information to record however I was never informed of a regulatory body nor law that would be/become important… Is this a fair relationship? 2006-2016 Between these years the CCA was amended significantly and as this loan is a pre-2004 first charge mortgage, from my understanding it was subject to compliance with the CCA between 30th March 2006 and 21st March 2016 when the mortgage becomes regulated by the FCA – see PS17/6. During this period, several compliance failings occurred however two of which I feel are significantly important: Failure to send NOSIA – At no point was a specified notice of sums in arrears sent, by trawling through statements I can see that this should have happened several times. The first of which took within the 2006 onwards period is May 2008. Failure to do this would make the agreement 'unenforceable' until notice is given. Failure to send Annual Statements – None sent. Failure to do this would make the agreement 'unenforceable' until notice is given. During this period of time, my husband had passed away and I was completely unaware that the bank had these obligations to me. Further to this, I made several complaints via telephone and in branch as I didn’t even have access to my mortgage account online. Furthermore – I still don’t have access to this online now! (August 2018) Issue 5 - Product Extension Concerns June 2015 – August 2018 (Taking into account FCA Regulations enforced on 21st March 2016) It is my understanding that the verbally agreed extensions following the ‘supposed’ end of term mortgage are subject to the rules and regulations of the FCA now. This loan extension and all monies paid on this ‘extension’ should have been a ‘Regulated Mortgage Contract’ and there should be certain paperwork in place, such as a Loan Contract, Terms & Conditions, Key Facts, Annual Statements etc. There have been serious failings by the bank to comply with FCA regulations during this period. ----------------------------------- Thank you for any advice and direction in advance.
  8. Good morning fellow Caggers, It has been a while since I have been on this site. Both my husband & I have a Tesco debit card which we are paying a small amount of monthly as agreed by Tesco. We have been doing this for a number of years and then out of the blue we have both received a letter from Intrum UK Finance Ltd (Reigate) saying that they are now the legal owners of the debts and that we have to pay them from now on (the letter has a photo copy signature by Gavin Flynn Operations Director). With the letter was a photo copy headed letter from Tesco Bank Recoveries saying that if we have a repayment plan in place then we can continue to pay but we now have to pay Intrum Uk Finance Ltd (this letter is unsigned). Am I right in thinking that we ignore Intrum and continue to pay Tesco directly. Thank you
  9. HSBC now owns HFC Bank in Brighton. I wrote to HSBC Coventry PPI claims office giving my name, DOB and precise former address, last week, but they replied to say: no records of my account can be found after 32 years, and that they are not legally obliged to retain documents beyond the statutory period if an account was closed. I also opened a Loan Account in Bournemouth and fully repaid around 1983. -- same answer from HSBC: no records. I myself have retained no records whatsoever, but I am absolutely certain I had those accounts, and 70% sure there was PPI as was standard custom in those days. Is this a dead end? Should I invest in £10 requesting a SAR, if so SAR sent to HSBC Coventry or to HFC Bank in Brighton? Later to complain to FOS if we suspect HSBC does have records? Thanks to all for sharing experience.
  10. Well good old Gordon Brown or was it Laudy Fraudy in the New Labour govt who tried to stop the DWP from issuing these because the DWP always gets things right as they stated in a Parliamentary question response. Uproar followed by a U-Turn occurs rather quickly iirc! Well after the DWP quietly stopped collecting statistics on their food bank referrals.... just like all that other data they claimed they didn't collect but was released after massive fight even ignoring the Information Commissioners Rulings. They've actually gone and done it! Stopped all referrals to food banks... and who did they announce this too? Originally found this via a Reddit post pointing me to here http://www.leweseye.co.uk/social-security-benefits/dwp-bans-local-foodbank-referrals/? Now gaining national news traction and hopefully we can add to the traction as quite frankly I'm beyond appalled!
  11. Santander is to close 140 branches, putting 1,270 jobs at risk, the Spanish-owned bank said.The lender said the closures are in response to how customers are choosing to carry out their banking. Santander has consulted unions on the proposed changes and will seek to find alternative roles for the 1,270 staff members affected, wherever possible. The bank expects to be able to redeploy around a third of that number. Susan Allen, Santander’s head of retail and business banking, said: “The way our customers are choosing to bank with us has changed dramatically in recent years, with more and more customers using online and mobile channels. “As a result, we have had to take some very difficult decisions over our less-visited branches, and those where we have other branches in close proximity. More ...... https://uk.yahoo.com/finance/news/santander-branch-closures-spanish-owned-101010907.html
  12. Santander is to close 140 branches, putting 1,270 jobs at risk, the Spanish-owned bank said.The lender said the closures are in response to how customers are choosing to carry out their banking. Santander has consulted unions on the proposed changes and will seek to find alternative roles for the 1,270 staff members affected, wherever possible. The bank expects to be able to redeploy around a third of that number. Susan Allen, Santander’s head of retail and business banking, said: “The way our customers are choosing to bank with us has changed dramatically in recent years, with more and more customers using online and mobile channels. “As a result, we have had to take some very difficult decisions over our less-visited branches, and those where we have other branches in close proximity. More ...... https://uk.yahoo.com/finance/news/santander-branch-closures-spanish-owned-101010907.html
  13. Step-daughter had a loan with Beneficial Bank back in 2006. Part of it was to repay a previous loan too, so two PPI claims to be made - maybe more. Have just sent SAR to HFC Bank in Coventry to see what they can tell us. We have a copy of the 2006 agreement, detailing the loan, repayment of previous account and PPI.
  14. nhs contracts? Hi all, i am now working in the nhs as part of the theatre department and in doing so signed the usual contract agreeing to working on calls, late shifts and weekends etc, the problem is that some staff are not taking part in this arrangement because of various reasons ( my cats scared of the dark or little johnny wets the bed) sanctioned by the managers and therefore the remaining staff are having to work extra shifts to compensate. My question is, are we all being treated equally and do we have any basis for taking action against the management. Any help would be great. Cheers.
  15. Evening, I requested a SAR from Co-op, I had a loan from them several years ago. I gave my name, address from when I made the application and the reference number from the loan. They have replied to me saying they are unable to verify my signature(s) after checking my records. They have asked my to provide photographic ID in order to investigate the matter further. Is this normal? Has anyone experienced this with Co-op? I've requested SAR from other places with no issues. Many thanks
  16. I found out yesterday that RBS have closed my account with no warning and they have said I can't get any funds out of the account. They say there is a letter on it's way - it leaves me in a bad way just a few days before Christmas. They told me to contact them in the New Year to see if there is any update. How long can they keep my money for? I had an old debt with Natwest going back 20 years - can they take this from my RBS funds??
  17. Just wondering if any body can help about esa asking for bank statements off me and my partner I borrowed money off my brother about £300 and put into my partners account I would like to know would the say anything about that as it didn't come from my cb or ct payments thank you in advance I just made this claim over the phone on the 26th November and they sent me a customer Statement out and that they wanted evidence of bank statements sent thank you
  18. Hi all, Hoping for some advice if possible. Early 2017 I received a claim form from Cabot for an old Yorkshire Bank overdraft debt - I wasn't in the best position at the time but did manage to file a standard claim defence through MCOL and then was told it would be sent back to the client to review. Heard nothing and am now in a much better situation out the blue approx a week ago I received a letter from the solicitors with the documentation I had requested in my claim defence etc. I have attached a copy of the letter they have sent me and they have also sent full bank statements, notices of charges and a notice of assignment. The claim is for approx £1000 - £875 from the account and the rest in solicitor fees. As a bit of context, the account was held from 2013-2014 and I had a serious gambling addiction at the time, essentially any money I received I was spending straight away on gambling. I had a current account with Yorkshire Bank with no agreed overdraft, yet I was constantly able to go several hundreds of pounds overdrawn, and of course the fees made this worse. Based on the bank statements they sent, I accrued approx £850 of bank charges in the 10/11 months I used the account (these were at £25 per charge for unplanned overdraft and a couple of £35 returned DD). Note the final balance now is not just charges as some of these were paid off during using the account. I was in a cycle where I would be overdrawn, credit the account and return to a positive balance, then be allowed to go overdrawn on gambling transactions and then charges would be added and the cycle would repeat, until I ended up so deep overdrawn I abandoned the account. Towards the end I was able to go over £600 overdrawn in gambling transactions, and then £185 fees were also added to this as well as extra debit interest that accumulated. The letter states they would like to settle without further court proceedings and that I can propose a repayment plan. After some research online I believe one option to me would be to submit a formal complaint to Yorkshire Bank about the charges and my financial situation at the time and how I was constantly able to go overdrawn by a large amount, and if necessary go on to the Ombudsman after. Do you think this is a good approach, and would it stop Mortimer wanting to proceed with court action whilst the complaint is considered? I am of course open to any other suggestions! Thanks a lot and sorry for the long read, please let me know if any more info is required. Attached: Letter received today Statement of amount owed One of the bank statements (towards the end of the account) as an example - can see it started OD, went into credit, then ended more OD than it started (unfortunately i no longer have copy of original claim form or my defence - trying to access MCOL to retrieve these but wasn't thinking straight enough to keep a log of my details when this all started a couple of years ago) Thanks for any advice
  19. Hi I received some excellent advice from CAG after I had some major employment and debt issues between 2008 and 2011 which resulted in a number of my accounts defaulting, once again I am in need of assistance please. One of the alleged debts I defaulted on was in respect of a BOS Credit Card, under duress I continued paying £1 per month until August 2016 when it was sold to Cabot Financial. The balance claimed is around £4k. Cabot quickly passed the account to Restons who wrote in February 17 threatening legal action to which I issued an unsigned CCA request together with a £1 postal order. Restons rejected the CCA request as it was unsigned, therefore I signed it and resent it with a letter as follows; ___________________________________________________________________________________________________ Further to your letter dated XXXX in response to my second formal request for a copy of the original credit agreement for your reference shown above. I am somewhat surprised at your request considering you have happily sent personal information to my address if you are now uncertain that I am the correct person. For the avoidance of doubt there is no requirement under the Consumer Credit Act 1974 nor the Data Protection Act 1998 for my request to you to be signed. Never the less, I return to you now signed my original letters dated 23 March 2017 and 28 March, together with Postal Order: for £1. This postal order represents the fee payable under the Consumer Credit Act 1974 in respect of my request for a copy of this credit agreement and a full breakdown of the account including any interest or charges applied and must not be used for any other purpose. I understand that under the Consumer Credit Act 1974 (sections 77-79), I am entitled to receive a copy of any credit agreement and a statement of account on request. I understand that, under the Consumer Credit Act 1974, creditors are unable to enforce an agreement if they fail to comply with the request for a copy of the agreement and statement of account under these sections of the Act. For the avoidance of doubt, an original signed Consumer Credit Agreement is just that; not an application for credit and not a reconstructed or micro-fiche document from other sources but indeed the original signed document purporting to be signed by myself. Please note that until such times as a legally enforceable, original Consumer Credit Agreement can be produced and a copy sent to me by return, then this letter is not an acknowledgement of debt and this account will remain in an unenforceable state in line with s.127 (CCA1974). I look forward to receiving the documents requested within the next 12 days. ___________________________________________________________________________________________________ I have also sent an unsigned CCA request to Cabot which has been acknowledged and is in process. I have today received the attached letter from Restons advising legal action is commencing, although they have stated the Postal Order and letter has been returned this was not included in the envelope. I have contacted Royal mail to obtain confirmation the Postal Order has been cashed. I would really appreciate guidance as to how I should respond as Restons appear to have no inclination to provide a copy of the CCA and appear happy to proceed to court on this basis. Many thanks Bozalt IMG_1942JPG.pdf
  20. Hello. I have 27 working days waiting for this bank to reimburse a payment that did not reach its destination. This is normal?
  21. Hi, does anyone have any experience with EEO's? We gave the keys to a Spanish property back to the bank at the height of the crash in 2008, came back to the UK and started to rebuild, and didn't think much about it again - a "live and learn" experience. We have just had a letter from some UK lawyers acting on behalf of Banco Sabadell, with what seems to be a fairly generic letter, with a few details and some slightly strange language like "Banco Sabadell understands that your failure to make payments may have been an oversight on your part" - a 10 year oversight! They are claiming 85,000 euros which we assume is the mortgage, less proceeds of auction, plus various costs and interest. Letter gives us 2 weeks to repay in full, or respond to letter, to avoid "continued legal proceedings". The letter then suggests they may make a charging order against our UK property - "your credit rating will be affected negatively" They also suggest they will report the debt to UK credit agencies. Come to an agreement with Sabadell to repay the debt and they won't report anything to the credit agencies. And lastly they would seek a bankruptcy order to force a sale of any properties in order to recover the debt. I have read some slightly worrying things about European Enforcement Orders and how they can supposedly be used to carry out a judgement in another country in the UK without any appeal or legal intervention in the UK, providing the case in Spain was uncontested. Statutes of limitation don't seem to apply, due to (possibly unfair) contract terms in many Spanish mortgages. So, my understanding is that if the Spanish lender was granted an EEO that was uncontested, they could seek to recover debts originating in Spain by making charges against an individual's assets in the UK, including other property. I read a news clipping from 2010 where it seemed that this was happening to a couple from Wiltshire, but I can't find the result of that case. And I'm struggling to find any more examples since then. The letter seems speculative, and possibly designed to scare people into coming to payment arrangements, particularly if a number of years down the line there are people who have built up some equity again. But, it does mention an ability to make charges against assets, without mentioning any specific legal processes, which must mean an EEO, so it is slightly concerning. The irony of the Spanish banks all being complicit in inflating the property bubble and lending to anyone with a pulse, and then being bailed out is not lost on me..... cheers
  22. Hi Everyone Desperately looking for advice and help. My wife and I have a joint Lloyds current account held for 15+ years (I have been a customer for 50 years but that makes no odds). Due to personal circumstances of having a disability I am now in a position of not being able to work. This account has an overdraft limit of £3500 but currently it is £3509.35 O/D. So not much over its actual limit. For clarity we were sensible enough to have a "parachute account" though this is with Halifax, but I believe it to be ringfenced? The Lloyds one is "inactive" and the only movement on it will be Lloyds own charges. We were making ends meet reasonably well and very gradually paying this off, until Lloyds TSB changed their charging regime a year ago. This has nearly tripled our charges from the original charging regime. After the second stage implimentation where the charges went from 1p for every £14 OD to 1p for every £7 OD we have not been able to cope and it is those charges that effectively stopped us being able to get on top of this account, and indeed, pushed it into the £9.35 over the OD limit. When we got the initial letter informing us of the changes in charging (from £14 to £7) I immediately wrote to them informing them that we did not accept their terms and conditions, and what as the way forward in these circumstances? The letter never garnered a reply, and lately, Lloyds have denied ever receiving it. I then complained, after receiving standard threatening letters. I have since spoken to varying departments of differing names, each giving me slightly different stories. I was sent an IE form, but this did not appear to be their standard one, nor from the correct department. All the time my simple question was asking them to outline any ways forward, the consequence of each of those ways, and the costs involved. To me these seemed very simple and sensible questions, as I wanted to know how this would affect my wife and I in terms of credit score (not that I particularly care, since we lost our house to Halifax when I first became ill). I also kept asking them to explain how they were fulfilling their obligations under BCOBS with regard to our case. These requests were out rightly ignored. Lloyds continually refused our direct requests for help and information. Both by letter and phonecall. They seem reluctant to put anything in writing, preferring to talk on the phone. I did start to record these conversations. Eventually, after 6 long months of prevaricating, a Complaints Manager wrote to us, outlining three differing ways forward, however, one involed paying the whole lot in one go, getting a hugely expensive loan, or that they would simply default it, add it to our credit record and probably sell the debt. All these options (bar paying outright) seem to require an IE form. A blank proforma was sent by them and was wholly different to the original one I received (I hasten to add neither have been filled in as yet - as I wanted answers to the BCOBS questions - they had again ignored the question of BCOBS) I was then rung up and told that this account was being moved to some team I had never heard of because it was clear from "our IE form" that we could not afford any payments. This is EXTREMELY interesting as we had never sent one in. On ringing they were pretty adamant one existed and had referred to it on several calls. Not sure, but I consider this to be fraudulent misrepresentation of our IE? Of course no-one could find the "original" (it doesn't exist of course) and a further complaint made. They eventually admitted that there was some sort of error and decided that someone had erred in simply recording that one had been received when it hadn't and it was simple human error. For that they sent a cheque of £100 (doesn't cut it for me frankly). That they kept referring to it suggests to me one was actually there, whether that be someone else's by accident, or one had simply been made up - I suspect the latter as a couple of times it was admitted to me that figures were inputted based on a single, throwaway conversational sentence I had said to someone on an earlier phone call about us having difficulties. This IS NOT, and surely cannot, be termed an IE form? I complained again saying I was unsatisfied with their response, and why they were at it please could they answer the BCOBS question. It inevitably went quiet, until I had a phone call from another team asking me how I wanted to pay. Naturally I hit the roof, (but in a polite and controlled manner - no swearing etc) and bounced it straight back to the caller, who probably wished she hadn't rang. After an hour and a half talking to me (I sure will waste their time) she agreed the responses were not "ideal" and promised to take ownership of the issue, and find out why my complaint hadn't been answered. The account was put on hold for a further 30 days. Of course I heard nothing, until the 30 days were up when I got another demand. A phone call in resulted in the operator again mentioning the IE form (which doesn't exist -and notably, she referred to it first, not me, so despite the admission it is all an error, the error still exists in their records). Of course I complained and was passed to a complaints manager. The Complaints Manager identified that the lady I had spoken to about a month before had passed my complaint to a complaints manager called Shelley. However, she admitted Shelley had done nothing about it and promised to chase it. I asked her to get Shelley to answer the BCOBS question, explain why she hadn't bothered to answer the complaint the firsts time, and I wanted to know the history of the "ghostly" IE form, as I suspected their contention that it was simply a tick box error was not correct. Amazingly I did finally get a reply from Shelley. She ignored the reason she had not replied in the first place, told me the issues surrounding the IE form had been resolved and explained (they haven't), and that when the Bank put their charging structure to the FCA it was approved and therefore met BCOBS. She suggested I take the issue up with the Ombudsman - but had to within six months of their "final response" which she contested was much earlier. She didn't mention what letter that is, nor can I find one with the words "final response" on. Further, surely her letter, by being the last, is the final response? Clearly this is an unsatisfactory reply. I am unsure what to do next? This issue is causing my wife and I huge amounts of stress and time, and coming on top of losing your house to the same banking group (though the judge found they had overcharged our mortgage by nearly £10k, not followed proper procedure etc and were severely criticized by him) it is not great. The simple facts of the matter are that I don't feel they have acted in anyway professionally on these complaints, or in any way tried to strike up a sensible, proactive and constructive dialogue with us. Furthermore, they have acted at best unprofessionally, at worse, perhaps committed fraud (or is that a bit strong?) by acting upon an IE form that either didn't exist, or worse, was simply made up. I feel our relationship is wholly broken down and I cannot trust them one iota. It is apparent to me that they will twist, or lie, simply to cover themselves, and conversations are not recorded accurately on their written notational system. For instance on their system they have recorded that I simply refuse to fill out an IE form. First of all I don't think I am under any obligation to do so, and secondly I have never refused, just asked them to outline the options for us first, and explain how they meet their obligations under BCOBS and then I would do it. My other big problem is no single point of contact, various departments that make no sense to me, all seemingly overlapping, but none willing to take ownership, and all blaming each other, or not knowing what has been said. My big questions are: 1) I am unclear of how our account not stands, they haven't said, nor have they said what department it is in, nor what will happen next. 2) how do I get a single, sensible, point of contact with them? 3) I could just pay the £9.35, that wouldn't be an issue, but then next month I guess they would hammer us with a £90 charge, so how does that work? Would we then be £90 over our OD limit? Surely this is what BCOBS aims to stop? I can see that this would just spiral uncontrollably, and it is why I have been trying to keep the account frozen. 4) I could just let them have a default, doesn't really affect us as far as I can tell with credit rating, as ours is poor anyway and we don't apply for credit. However I worry slightly about the debt being sold, but as I understand it if there is a dispute about the amount (there is) then there is little a Debt Recovery agency can do? 5) I have offered to pay £10 or £20 per month, provided there are no charges or interest added to the account. They have refused citing both that our IE form shows we cannot pay it (!!!) or that we haven't given them an IE form. They have also indicated that this sort of amount wouldn't be acceptable to them anyway. 6) We have suggested the charging regime is put back to 1p in every £14 - at least we were slowly managing that. However they have point blank refused; Given their history of messing this issue up and being so unprofessional, that they call it quits and simply write off the £3509.35. They have refused to even entertain either of these. 7) I can go to the Financial Ombudsman, but I see that it has little teeth, and the banks seem to ignore it anyway? 8) Do I have a claim under BCOBS? it is clear with our credit rating we can not go to another organisation for a loan, or account, so Lloyds have effectively "trapped" us into paying extortionately high charges, or otherwise accept their terms, which they are unwilling to discuss or help with. 9) If there is a claim there, how do I go about it? 10) what should I do next re with contact to the bank, given they last sent me a brush off letter? Really sorry for the extremely long post - probably too much info?
  23. Hello I am writing on behalf of a friend regarding an outstanding debt (overdraft) with Halifax Bank. Since 2015, this has gone through Wescot Credit Services, Cabot Financial and is now with Restons Solicitors. They were out of work for a time but are now employed and wondering how to handle the Letter of Claim sent from Restons on behalf of Cabot. They are asking for payment of the sum £1,261 by 18 May and this just isn't possible. They say if it's not paid they have instructions to issue a Claim in the County Court for the full balance plus fees and costs. They then say Cabot is prepared to accept payment by instalments and ask that a financial statement be filled-in and returned by 18 May - but they don't want to engage with Restons in this way. Is this likely to escalate to County Court any time soon (this is the first letter received from Restons) or will they likely come back with some sort of offer? Do you have any advice on how to proceed. Thank you to everyone who takes the time to reply
  24. Hello everyone I’m looking to get some help if possible please my partner recently applied to open a new HSBC bank account for the cash incentive via the online system. The account she applied for some reason was declined but then instantly offered a standard basic account instead which she accepted and the card and pin arrived a few days later. The following week another letter arrived in a large envelope again from hsbc this time stating they had now closed the account without warning or notice due to not meeting the banks criteria. Strange but ok fair enough she’s not wanted as a customer until she noticed it was hand signed by someone from the fraud analyst department Becoming very worried she contacted the bank who refused to tell her anything and was then advised to send a SAR request to HSBC bank and also CIFAS. Friday she received a letter from CIFAS with a Single CIFAS FRAUD listing from HSBC BANK under the heading APPLICATION FRAUD that she did not list a previous address with adverse history APPLICATION GRANTED This is absolutely disgusting she’s done nothing wrong currently been living in the same house since June 2014 so we’ll over 4 years now. HSBC application page clearly asks for 3 years address history which she’s obviously listed her current address so nothing makes sense at all. She’s sent the HSBC ceo a email who’s replied today with this ( I can understand your frustration in that we ask for any addresses in the last three years and you moved four years ago, so shouldn't have to supply another address. However, we had information there was adverse credit data accrued in your name at a different address within the last three years. I'm very sorry for any confusion caused but we have correctly followed our process. We also correctly reported the instance to CIFAS, as we have an obligation to do. I'm understand this may not be the outcome you were looking for but I hope this has helped to explain our position. If you feel the information we had was incorrect, you may want to check with the Credit Reference Agencies. We use three agencies, Experian, Equifax and Call Credit. ) We are both extremely upset and worried about this issue as she’s done absolutely nothing wrong and is now obviously petrified that all her other financial dealings with other banks etc will see this and close everything down. What do you suggest we now do and has anyone else had issues like this previously that could advise we would be very grateful
  25. I had a secured First National Bank loan in the late nineties which I believe had PPI. At the time FNB was owned by Abbey National/ Santander. I submitted a PPI enquiry to Santander but they only came back with details of my old bank account with them. I believe that FNB were purchased by GE Money at some point. Should I be making my enquiries with them?
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