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    • I had exactly the same issues.   Grossly over estimated bills from January onwards.  Despite what they claim, they are effectively taking an interest free loan from their customer base to keep the company in business.   They can dress it up how they like.  It’s irrelevant if they reconcile the bills the following month because they just over bill again thus keeping a rolling interest free loan.   it took two months of constant badgering to be finally moved to a fixed DD.   Once that was done I didn’t care how much they over-estimated by.   I had raised a query with the ombudsman over the billing fiasco and they readied a complaint should I wish to proceed.   I thought everything was sorted until May/June whereby I was allegedly more in debt then I was expecting to the tune of an extra months DD.   On querying it, it transpired that even though I was on a fixed monthly DD, because the bill was generated less than 5 days before the DD was due to be taken they didn’t take the DD.   They offered £5 compensation by way of apology but wanted to take two months DD in June.  I told them where to get off.   With appalling customer service,  bills that you need a Maths degree to follow, and I do have one and still struggled, inability to follow through on any agreements, constant gross over-estimation, the missed DD was the final straw and I proceeded with complaint to ombudsman.   Prior to getting to that stage I had to quote Symbio’s own complaints procedure to them to get any sort of response.   Their final offer to me was £25 goodwill and to waive an exit fee. The offer was derisory given the time it had taken to get things sorted and the continuing ineptitude.  Also, the whole thing has dragged on so long (5 months) I was already in the final 49 days of my contract and therefore there were no exit fees to pay and therefore nothing to waive.   Anyway, upshot is, ombudsman found in my favour.  Ordered an apology and a goodwill payment. Symbio appealed but were told the decision stood.   This week I received the goodwill payment.   I promptly left an honest and truthful review on trustpilot.   The next morning I received an email from Symbio with an apology.   This was followed an hour later with an email from trustpilot saying Symbio had replied to the review.  On reading the response they have accused me of not following procedure and of cyber bullying.   The company is a complete joke.
    • why not simply tell you supplier they have the wrong meter number you been paying for usage , and ofcourse you can view this online too so its not as if you'll owe anything you might get a nice surprise and find you are owed a refund.
    • The world of ballroom dancing went online to cope with the pandemic restrictions, but what does the future hold? View the full article
    • I would add, many companies have done everything possible to manage and carry on in difficult Covid19 circumstances to supply customers with what they need.   Continually making excuses for delays is not what I'd want from an installer and maybe the £100 deposit is not so important.   Get this deposit back if you can but, more importantly, find a local installer recommended by family or friends to carry out the works.
    • Hello all,   I hope you can assist me, as I am quite lost and confused at the moment.   Two years ago I moved to my actual flat. Throughout this time I have been with EDF first and now EON. When I moved in, my landlord didn't quite know which one was my meter and I picked the one that I believed was mine (now reading you I know I should have done a burner test..). During this time, I have been paying my bills and submitting the numbers that I believed mine, which actually agreed with my consuming patterns.   Today, all the meters appeared with numbers, but the one next to the one that I was using, which appeared with a different flat number. As you might have guessed, none of them had my flat number. I have just made the test and it looks like that one may be mine.   Now, how should I proceed? I have been paying bills is not like I wanted to avoid paying, but clearly there has been an issue. Could you please advice me on how to proceed?   Lastly, in terms of meter serial number, the one that I was using matches my bill and I guess my neighbor bill. The additional doubt I have is, who is paying for my meter and why are they still providing me with gas if no one is paying the one that seems to be my real meter.   Many thanks!    
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    • I came across this discussion recently and just wanted to give my experience of A Shade Greener that may help others regarding their boiler finance agreement.
       
      We had a 10yr  finance contract for a boiler fitted July 2015.
       
      After a summer of discontent with ASG I discovered that if you have paid HALF the agreement or more you can legally return the boiler to them at no cost to yourself. I've just returned mine the feeling is liberating.
       
      It all started mid summer during lockdown when they refused to service our boiler because we didn't have a loft ladder or flooring installed despite the fact AS installed the boiler. and had previosuly serviced it without issue for 4yrs. After consulting with an independent installer I was informed that if this was the case then ASG had breached building regulations,  this was duly reported to Gas Safe to investigate and even then ASG refused to accept blame and repeatedly said it was my problem. Anyway Gas Safe found them in breach of building regs and a compromise was reached.
       
      A month later and ASG attended to service our boiler but in the process left the boiler unusuable as it kept losing pressure not to mention they had damaged the filling loop in the process which they said was my responsibilty not theres and would charge me to repair, so generous of them! Soon after reporting the fault I got a letter stating it was time we arranged a powerflush on our heating system which they make you do after 5 years even though there's nothing in the contract that states this. Coincidence?
       
      After a few heated exchanges with ASG (pardon the pun) I decided to pull the plug and cancel our agreement.
       
      The boiler was removed and replaced by a reputable installer,  and the old boiler was returned to ASG thus ending our contract with them. What's mad is I saved in excess of £1000 in the long run and got a new boiler with a brand new 12yr warranty. 
       
      You only have to look at TrustPilot to get an idea of what this company is like.
       
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    • Dazza a few months ago I discovered a good friend of mine who had ten debts with cards and catalogues which he was slavishly paying off at detriment to his own family quality of life, and I mean hardship, not just absence of second holidays or flat screen TV's.
       
      I wrote to all his creditors asking for supporting documents and not one could provide any material that would allow them to enforce the debt.
       
      As a result he stopped paying and they have been unable to do anything, one even admitted it was unenforceable.
       
      If circumstances have got to the point where you are finding it unmanageable you must ask yourself why you feel the need to pay.  I guarantee you that these companies have built bad debt into their business model and no one over there is losing any sleep over your debt to them!  They will see you as a victim and cash cow and they will be reluctant to discuss final offers, only ways to keep you paying with threats of court action or seizing your assets if you have any.
       
      They are not your friends and you owe them no loyalty or moral duty, that must remain only for yourself and your family.
       
      If it was me I would send them all a CCA request.   I would bet that not one will provide the correct response and you can quite legally stop paying them until such time as they do provide a response.   Even when they do you should check back here as they mostly send dodgy photo copies or generic rubbish that has no connection with your supposed debt.
       
      The money you are paying them should, as far as you are able, be put to a savings account for yourself and as a means of paying of one of these fleecers should they ever manage to get to to the point of a successful court judgement.  After six years they will not be able to start court action and that money will then become yours.
       
      They will of course pursue you for the funds and pass your file around various departments of their business and out to third parties.
       
      Your response is that you should treat it as a hobby.  I have numerous files of correspondence each faithfully organised showing the various letters from different DCA;s , solicitors etc with a mix of threats, inducements and offers.   It is like my stamp collection and I show it to anyone who is interested!
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Me v capital one


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Hi

 

If anyone in scotland has claimed CI from Cap 1 at the prelim stage, could they please, please help. Im having difficulty using the spreadsheets to calculate.

 

Any help would be appreciated

 

Cheers

 

Tracy

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  • 2 weeks later...
Thanks for that guys:)

 

Aviator, I have got a statement and checked the figures and the only thing I can find is Purchase Interest charged at 2.549%. I cant see anything about cash... Can you help further??

 

Thanks

Tracy

 

Hi Tracy

As you've had no reply to your Q, I'll respond with what I did. I input my monthly Purchase Interest rate into the calculator and it came out at 30% which is what I included in my spreadsheet claiming CCI.

HTH :)

'Fortune favours the brave.'

 

 

 

 

 

 

 

Any advice given is purely on the basis of my own views and opinions and offered in good faith.

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I have just the sent my prelim off to Capital One on Friday. However, they are constantly phoning me. Ive just this second took another phone call from them and I told the guy on the phone that I would not being paying them anything as the balance of my account is all down to charges which I am claiming back. He told me that I would have to pay something on Tuesday and If I didn't then they would keep phoning me. I told him that they better not phone and that I wanted furhter contact by letter. He point blank refused this, told me he would be phoning back, then hung up. I am furious with this but there is no point in phoning to complain as I get put through to the other side of the world where they dont have a clue.

 

Does anyone have any suggestions?

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Next time they phone do the following

 

Ask who is calling, they usually refuse to tell you until you go through security.

 

When they ask personal questions D,O,B etc refuse to answer until they give you full details of who is calling.

 

Do not answer any security details at all, ask them to hold, go and make a cup of tea, drink it, pick up the phone and say 'can you call back later I am busy'

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Date

Re: Harassment by telephone

 

 

ACCOUNT NUMBER:

Dear Sirs

 

I am writing in relation to the quantity and frequency of telephone calls that I have received from your company, which I deem to be personally harassing. I have verbally requested that these stop but I am still receiving calls.

 

I now require all further correspondence from your company to be made in writing only and I wish you to remove my telephone number from your records altogether.

I am of the view that your continued harassment of me by telephone puts you in breach of Section 40 of the Administration of Justice Act 1970, and the Protection from Harassment Act 1997.

 

If you continue to harass me by telephone, you will also be in breach of the Communications Act (2003) s.127 and I will report you to OFCOM, Trading Standards and The Office of Fair Trading, meaning that you will be liable to a substantial fine.

 

Be advised that any further telephone calls from your company will be recorded or noted on a diary of calls sheet for future reference.

 

 

Yours faithfully,

 

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Just to let you know that I sent this letter to them, also reported them to Nottingham TS as they phoned me at 3.15 pm on a Sunday afternoon. told them they were breaking the law and shouldn't be phoning after 12.00 on a Sunday. He said if I hang up they would just keep phoning. I did speak to one person from the Executive office last week because that suited me, if it is the call centre, I just say sorry I don't discuss financial matters on the phone, how do I know you're not an hoax caller and hang up.

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Thanks Surprise, thats interesting as I didn't realise that they were not allowed to call after 12pm on a Sunday. Is that a national law or does it only apply in England as I am in Scotland

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Its come from

DEBT COLLECTION GUIDANCE FOR

CONSUMER CREDIT LICENCE HOLDERS AND APPLICANTS

8 am to 9 pm Monday to Friday

9 am to 4 pm Saturday

9 am to 12 noon Sunday/Bank Holidays

I'm not sure about Scotland, but would think so.

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So what is the answer if they complately ignore your request for them to stop telephoning you ? and even if you report them they still phone? isnt there anyone who can take action against them.

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I had the same problems with Capital One continually calling me at work, they even had somebody phoning up pretending they were my 'older sister'. As I am the eldest it was obvious who was calling!

 

They took me to court and I won, but they kept sending letters to me telling me I had broken their agreement, five weeks ago I went to the FSO and they have been strangely silent, not even a 'We are looking at your case' letter.

 

I'm now sending all the letters they sent me to the FSO to support my claim for a full refund of the amount they claim I owed - at NO time have they ever produced any evidence for me by way of a signed agreement - they didn't even bother to turn up in court!

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I had a letter today regarding my complaint about telephone calls. They use an automatic telephone system so I contacted OFCOM regarding this and there are guidelines which they should follow. brief extracts.

 

Ofcom is taking action in four areas to combat silent or abandoned calls:

  • On 1 March 2006 Ofcom published a new statement of policy on persistent misuse, which set out a series of requirements for organisations using automated calling systems;
  • Ofcom will take firm and decisive enforcement action, where appropriate, to ensure compliance with these new requirements; for example on 30 January 2007 Ofcom imposed financial penalties on four companies.
  • Ofcom continues to engage with relevant stakeholders;
  • Ofcom plans to review the policy after 12 months to assess whether further changes are necessary.

Ofcom believes that compliance with the new requirements will significantly reduce the potential for consumers to receive silent or abandoned calls.

  • Calls which are not answered must ring for a minimum 15 seconds before being terminated;
  • When an abandoned call has been made to a particular number, any repeat calls to that number in the following 72 hours must be made by a live operator;
  • For each outbound call a Calling line identification (CLI) number is presented to which a return call may be made which is not charged at a higher rate than the national call rate;
  • Any call made by the called person to the contact number provided shall not be used as an opportunity to market to that person, without that person’s consent; and
  • Records are kept for a minimum period of six months that demonstrate compliance with the above procedures.

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Ive just sent my prelim letter to Cap 1 but I did not use the template asking them to take off the default notice on my credit file. Im still waiting to hear back from Cap 1 but is it too late to request this?

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No, but you should right to them recorded delivery ASAP to make it a condition of settlement.

HAVE YOU BEEN TREATED UNFAIRLY BY CREDITORS OR DCA's?

 

YOU CAN NOW COMPLAIN TO THE OFT ABOUT THEIR CONDUCT UNDER THE CONSUMER PROTECTION FROM UNFAIR TRADING REGULATIONS 2008.

 

 

 

Complaint to the OFT about DCA's threatening legally action on statute barred accounts

 

BEWARE OF CLAIMS MANAGEMENT COMPANIES OFFERING TO WRITE OFF YOUR DEBTS.

 

 

Please note opinions given by rory32 are offered informally as a lay-person in good faith based on personal experience. For legal advice, you must always consult a registered and insured lawyer.

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Rory, I see your also from Scotland. Do you know if it is now possible to claim for more than 5 years in Scotland. Ive just received my SAR from Alliance and Leceister, as I had an account with them in 2001 and the charges go back that far?

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You can claim for more tha 5 years - however please be aware that you may lose. Claim for 5 years is the safe option.

HAVE YOU BEEN TREATED UNFAIRLY BY CREDITORS OR DCA's?

 

YOU CAN NOW COMPLAIN TO THE OFT ABOUT THEIR CONDUCT UNDER THE CONSUMER PROTECTION FROM UNFAIR TRADING REGULATIONS 2008.

 

 

 

Complaint to the OFT about DCA's threatening legally action on statute barred accounts

 

BEWARE OF CLAIMS MANAGEMENT COMPANIES OFFERING TO WRITE OFF YOUR DEBTS.

 

 

Please note opinions given by rory32 are offered informally as a lay-person in good faith based on personal experience. For legal advice, you must always consult a registered and insured lawyer.

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Ive sent my prelim to Cap 1 for £649 and they have replied and credited my account with £136. Today I have sent them another letter telling them I accept this but they must return the remainder. However, they keep sending me letters and phoning me and telling me to pay a minimum amount to my account. The balance I owe on the account amounts to charges and in fact they owe me money. So my question is, should they keep hassling me for money when my account is in dispute. Ive refused to confirm my date of birth etc when they call and I have told them that my account was in dispute and I was not prepared to pay anything. They told me that if I dont pay anything they will keep phoning me.

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  • 8 months later...

Hi

 

I have eventually won my charges back from Cap 1 including interest, with a lot of help from this great site! However, they wrote to me in the summer offering me part of the amount I asked for and credited my account with this (which I told them I would accept, but am still requesting the full amount). They ignored this letter (sent via Recorded Delivery) and didn't give me the remainder they owed. They have since recorded a default notice on my file in December for th sum of £490. In the meantime, in January I received a letter from FOS (I got them involved) telling me Cap 1 have offered me £661 and I have to sign a form accepting this, which I have done and faxed to FOS, but they haven't said that they were going to remove the default, which was included in my complaint to Cap 1. Im still waiting to hear from FOS as I told them I will accept my money but I also want the Default removed. I got a letter from a 2nd debt collection agency yesterday demanding the £490 back. Sorry for the long post! Can anyone advice?

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