I owe approx £3000 on a vanquis card. I was in a well paid job and comfortably paying back what I owed when I developed a long term, chronic illness and eventually lost my job, I now receive esa. I invoked the PPI on vanquis two years ago which has now ended - during that time they received numerous copies of letters from the dwp and my hospital confirming my situation. When they sent me the letter saying that PPI had run out I sent them my income/expenditure budget statement and details of the other debts I have and the amounts they have accepted (ie, 10k bank loan have accepted £6.50 per month via their debt collector). I offered Vanquis £5.50 which is all I have left to offer them. I also made it clear in my letter that all correspondence needed to be in writing as I am too ill to deal with things over the phone. A few weeks later I received a letter that mentioned nothing about my offer or situation whatsoever but suggesting I contact Step Change (I've looked at them and tbh I dont want a third party involved particularly when the other debts are already being managed adequately and the website seems to want to push people into IVAs) I received a statement where they have added interest, charges because the interest have pushed the balance over the limit AND they have started to apply PPI charges again (even though I would not be eligible to claim PPI again). So I sent them another letter, a copy of the original letter, copy of income/expenditure, etc. Today I received a really shirty letter from them saying they have been unable to contact me by phone, they cannot accept my offer, that I should contact Step Change and that I MUST speak to them by phone! Now, I know full well that they cannot force people to discuss things on the phone and the fact that I have already told them I am unable to seems to have been completely ignored. I'm thinking that it is probably going to be easier just to wait it out for debt collectors to become involved as they are usually (in my prior experience) easier to deal with and do things properly after the initial couple of letters. Or is there something else I can do? I'm very tempted to make a complaint because stress makes my illness worse