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Psychoduck

Problems with Vanquis/Impact collections.

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This is related to my wifes account with Vanquis;

 

Hi, I'll try to be as thorough as possible:

 

I applied for a Vanquis card and was accepted in May 2008, I had a £250 limit on the card. I didn't go over my limit but reached it and unfortunately, in December 2008 I was given an ill-health dismissal from my employer, due to Stress/Anxiety Disorder and depression (which was as a result of a house fire). Before my employer gave me the dismissal, I had already exhausted my SSP, part of which I was paying Vanquis with every month.

 

As soon as I lost my job I phoned everybody I owed money to or was in an agreement with to let them know the circumstances. I told them all on the phone that I wanted to phone them before I sought help from the CCCS and CAB just out of politeness, to let them know that I would be unable to meet my payment and that I would be seeking advice.

 

I then went to CAB who put my debtors in order of importance, with my two credit cards low on the list (as they were both owed a tiny amount) I then received help from CCCS who gave me a budget and Income and Expenditure form, to fill in and send to all my debtors. Due to me receiving Employment Support Allowance it was advised that I sent the Income and Expenditure form with the £1 monthly offer.

 

Vanquis didn't respond in any way to this letter, they just sent me ever escalating monthly account balances. I phone them at least once a month telling them that I sent the I&E form, which they acknowledge they received, but could not accept, I sent them the same form again and again, phoning them to tell them I cannot pay. This month they sent me a letter from "Impact Collection Services" who told me if I did not phone them and pay a default notice would be issued. Again, I phoned Impact, telling them I could not pay, and had sent them an I&E form offering £1 per month as advised by CCCS, they said they could only accept 2% of the outstanding balance, which would be £7 per month (I now owed them £307.61 due to incurring charges) and that I needed to get a third party (either CCS or a solicitor) to send them an offer on my behalf, only then could my £1 offer be accepted. I explained that it was a proper CCCs letterheaded form with my CCCS Client number on it, so they could phone them and check it was real.

 

They said they couldn't help and put me on hold and passed me back to Vanquis (only then did I see the fine print on the bottom of Impact's letter saying they were a part of Vanquis Ltd). So, when the "Vanquis" lady answered, I asked her if she could freeze my account or help in some way as I was confused as to why I was still receiving threats of default and incurring charges when I had phoned them the day I was made unemployed and every month thereafter explaining that I could not meet my payment and sending them minimum offers. I assumed that I already had defaulted. She said she would stop charges on my account and remove me from the phone list (I had been receiving 3-5 phonecalls a day from them, which when I answered, they put down the phone). She also said she would send me a form to fill in which I could fill in and send with proof of benefits and a sick note, which would then start my payment insurance (which they had already refused to do in December). Suffice to say, I never received this letter.

 

Today I get two identical letters from Vanquis which are both Notice of Default's. It now says I owe £344.62 (I thought charges were being frozen?) So I phoned them and when the woman answered this is our conversation: V= Vanquis, M=Me:

 

V - "Your account is no longer with us, it's been passed on to Vanquis... erm, I mean Impact"

 

M - "Well I've received two letterheaded Vanquis letters this morning... and is this phonecall being recorded, please?"

 

V - "Oh, let me put you on hold and check your account" *30 seconds later* "OK, I'm going to try to transfer your call"

 

M - "To Whom?"

 

V - "Thanks" *hold music*

 

I then put the phone down as she hadn't told me if my call was being recorded (I'd hoped it was, so then my complaint was being logged) and she didn't tell me who I was being transferred to. Oh yes and she clearly forgot her script too as she got the name of who I was transferred wrong, and then pretended that Impact was a different company. It was just an all-round ridiculous phonecall.

 

It's not as if she didn't understand me either, I have a very clear voice and she was English too. So it wasn't the miscommunication I usually endure from Vanquis and Capital One. It was just farcical.

 

I need help from you, I am just confused and annoyed and getting no further.

 

Thank you in anticipation.

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simple - DONT PHONE THEM

 

everything in writing now please

 

send them a cca request straight away

 

and report their sorry asses to the OFT, refusing to accept a proposal of payment is not on

 

also send the phone harrassment letter found in the templates section

 

carry on the £1 payment until, they either default the account by not responding to your cca request or they send a piece of garbage that they say is an agreement

 

and finally stop phoning these muppets:)


PGH7447

 

 

Getting There Slowly

---------

 

Advice is given freely but is in no way meant to be taken as Gospel:-)

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Thanks, I'lll get a CCA sent out ASAP.

 

One question though, will they be able to give me a CCA? I applied for the card over the internet, and as such there was no actual signing that took place.

 

Is there any other advice people can offer as well? I appreciate PGH7447's help greatly, but if there's any other things people think I should be doing, I'd like to get it all set out now so I can get it all together and ready to tackle Vanquis.

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Chances are the CCA request wont work for this type of agreement, but it will make them aware that you are aware of your rightsl


PGH7447

 

 

Getting There Slowly

---------

 

Advice is given freely but is in no way meant to be taken as Gospel:-)

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Vanquis are muppets, I and my wife have had no joy from cca' ing them, they past on to impact who threaten to default. Here is the blooper - my wife got letter saying they could not trace an account in her name - but they could still send sensitive info to address, and could she send specemin signiture to tie up the account - er, umm, no chance. this is the crud you get - have reported to T/s and Financial Ombudsman and am going to write them final letter which is to rude to put on here.

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