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    • Amex as with any creditor must help you the FOS should go with you and make them remove all interest charged from the very 1st time of asking for help. the FCA regulations actually almost dictate it, they most certainly clearly state that if the are FCA registered they must help.   it's very telling they have no marked your credit file....almost as if they know they are wrong. it's also telling that an irresponsible lending complaint might well be in order hear too, they can just keep upping the credit limit without checking you can pay. and ofcourse covid plays its part here and they've already admitted as they allowed payments holidays until october in line with the rest of the industry and they should be continuing that. you problem is you keep using the phone, no paperwork no record of things discussed. i'd get an SAR off to them. and get the comms/account log and all the statements from day one and go nail them.
    • Hello CAG, Bit of a long post, may want to get a cuppa before starting reading... 😁   after being a lurker for many years and trying never to get into a mess with credit cards like i did 20 years ago, i've got myself into a mess with Amex... I've tried being open and honest with them, but now getting the feeling they are messing me around.    Its not a chargecard, but a Nectar Credit Card with them. TAKEN out 2016. Balance is just under £15k as of today, was almost at £17k.  Debt still owed by Amex, not been sent to NCO/Arrow etc - YET...    Background (short version): Was all fine with more than min. payment (£500 or so), being made until April 2020 when a number of things reduced my monthly salary from work (mainly, take a pay cut or be made redundant), so I soon quickly realised i needed to tighten my belt quickly. Phoned Amex, advisor said nothing they could do except Payment Holiday. Was put onto that for 3 months, told that Amex will be in touch at the end to restart payments. I asked about interest being stopped/frozen/reduced - not possible. So agreed to payment holiday to give me breathing space. 3 months came and went, no contact from Amex... No payments made, interest still racking up at around £300 a month...    Rang Amex back (July 2020), we cant do anything today because your in the middle of the statement cycle call back next week. Called back week after, no solution yet (i asked about things i seen on Amex US website = Regain program - basically freeze card, lower interest rate and pay a set amount for 12 months - more about this later) > Not available in UK yet.   Want to stay on payment holiday Mister B? I asked if there was any way interest could be stopped as this is making the balance increase and increase. No. Do you want to stay on Payment Holiday? Ok. (Bear in mind, if i came off Payment holiday. Minimum Payment was around £570 per month.  So, stayed on payment holiday... Didnt hear anything from Amex again. Called back up in September 2020. Please call back in October after 10th and we can assist.   Called back after October 10, went through loads of stuff, different options etc, was warned that Payment Holiday might not be extended much longer, but now have a program. Worked out with Amex woman that i could pay around £200 per month. But please stop interest - no we cant but we can reduce this down to 9.9APR instead of 23%... . Amex woman said she needed to submit details to 'Seniors' at Amex, please call back next week for update.   Called back week after, advised that first Amex woman was wrong and had made mistakes, shouldn't have told me what she had told me, £200 is too low, minimum would be £389 per month for 12 months or account will default. Told Amex woman 2 that couldn't afford it, went through this last time, etc etc. Amex woman 2 went off, came back, £329.74 is minimum they can possibly accept, 12 months at that amount per month and interest would be lowered, but not stopped. If you dont take out this 'Program' then account will default and will be passed to NCO or Arrow (I hate them both).  Went off, tried to get loans etc, all refused. Rang Amex back, reluctantly agreed so i can keep credit rating at 'good'.  So, been paying since Nov 2021 @ £329.74.    Letter arrived in December - due to out mess up with moving accounts around whilst on payment holiday, we are going to give you £3074 back. Logged into account, only £30.74 refunded, not £3074. Phoned Amex cos thought it was a joke/mistake - Spoke to some bloke - Oh dont worry, the rest will be applied to account automatically in 7 days. he advised was genuine but then got cut off during call. Called back, spoke to some other bloke, yes, looks genuine but please hold... Came back 10 minutes later. Oh, its a mis-print, you are not the only customer to receive one of these. Each should have been £30.74 not £3074. Me = Gutted.    Wrote a letter to Amex saying how dissatisfied i was with general customer service and felt they were incompetent, blah blah etc. Final response received, Complaint partially upheld, heres £150 credit because we were a bit silly, but thats it. IF your still not happy, go to FOS. Opened a case with FOS... Have sent them the complaint letter to them and have had a call from them about this... FOS are backlogged though and will take another 3 months for complaint to be looked at by them.   Let me make this 100% clear, fully admit to owning the debt, yep, ive spent this money (wish I knew what on, cos having got much to show from it - just general stuff and holidays)... Not trying to shirk out of it, trying my best to keep up with re-payments but im really struggling. After I got paid on 1st April, after paying all outgoings i had £9.83 left in current account so am having to go into overdraft each month which is just a vicious circle.  I would really like to NOT have to down the default route and trash my credit rating and then have to deal with the morons at NCO / Arrow etc.    Meanwhile, this is where I need the advice of the CAG experts... - Credit Limit increases... These were coming every few months and it was just being upped and upped and upped. Credit limit eventually was stopped at £15,400. Some of the increases I never even received letter for, just noticed when I logged into account. >>>> Would this be a case for irresponsible lending?   - Stopping interest - I've read something on FCA site that they recommend (not policy) that if a customer is put onto a payment holiday then they recommend freezing interest for customer so the debt doesn't continue to build. I've asked time and time again, Amex just refuse.  >>>> Any tips on how to get Amex to play ball?    - Full & Final/Short settlement I've rung Amex today, told them I might be able to pay it off. Initially they said full balance, i then pushed, they then said they would accept 80% of balance, pushed them a bit more, got it down to 70%. >>> Surprised, and then very surprised they would accept 70%, anyone else think this is a bit odd? Normally they wont budge, or they wont budge from their first offer... Could their be something wrong on account (missing CCA etc?), or do they want rid of me and account as much as I do with them?   - Cant really keep going at these £329.74 repayments. Something is going to have to give somewhere. I believe they wont go any lower and they will just default it i send £100 instead of £329 and send it out to NCO/Arrow. This might not be a too bad thing though because this would stop the interest right? Anyone thoughts on this?    Anyone think of anything else I could try with them? Again, its still with Amex, not defaulted or anything yet, yep, its all my own fault, i've spent the money, dont deny that, just feel Amex have took advantage etc.   Many thanks for reading. Any advice is greatly appreciated.   Kr, Mista B.     
    • Ok so we have complained to HMRC but were still no further forward with getting the P45/P60. We need this as DVLA has said they need more proof of who he is before giving him a provisional license.  What more can l do. 
    • Hi All   just looking for some advice. I bought a used Porsche Boxster from one of Marshall motor group’s Audi dealers (can I name them?) recently and was assured that it received a major service in October 2020 in line with the manufacturers requirements. The service book confirms this. The dealer also told me on the phone that they have a 6 month rule with any mot or service being done if due within this period which assured me when making an offer over the phone on the car that it wouldn’t need anything doing for a while as I recall saying that.   However, digging through the receipts post delivery I saw that the service was in fact minor and after calling the specialist who serviced it in Oct both they (Sheepishly) and the invoice confirmed that the car did not receive new spark plugs, an air filter, brake fluid replacement or a new fan belt which have now all fallen due and hence the major service due warning light. Had I not investigated this then the car would have potentially gone another 4 years, so 8 in total without some of these items being done.   i emailed the salesman to ask what they would propose to do. The matter is complicated by my living 450 miles away in Scotland, and 200 from their nearest branch, a Mercedes dealer in the Lake District, so I suggested getting my cheapest local specialist to do the works that have fallen due, however I have received no response.   Whilst I am still within my 30 days i don’t want to reject the car, which is otherwise perfect, but the fact remains that the Audi 150 point check only asks for upcoming mot’s to be checked and not services and surely you wouldn’t buy an approved used car and expect to have the service light come on 2 weeks later and have to spend almost £500 putting it right.   i would really appreciate some advice on next steps and perhaps who to escalate this to. Meantime the car is booked in for 2 weeks time to get the work done at the cheapest reputable place I could find.   Many, many thanks in advance
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
      I opted for mediation, and it played out very similarly to other people's experiences.
       
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
       
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
       
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
       
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
       
      Many thanks, stay safe and have a good Christmas!
       
       
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iPhone 4 returned to Vodafone...Still no refund received!!*resolved*


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Probably my worst ever experience with a phone network. I purchased the iPhone 4 online with vodafone for £169 which turned out to be faulty with no signal whatsoever. It took me over a month to finally get in touch with Vodafone's customer service team who agreed to refund me the initial £169 for the handset and the first 2 months line rental (£35).

 

I spoke to several managers over the phone, one which i recorded his reference number and name who arranged for a courier to pick my phone up and the refund would be in my account within 7-10 working days. This didnt happen. My phone was sent back on the 9th september, i have been ringing there disgraceful customer services for the last fortnight where i get transferred all over the place. I have then emailed their online logistics which appears to be the correct department.

 

Unfortunately, this is pretty much the same email i have been sent 3 times in the last 14 days:

"Dear Customer,

Please accept my apologies for all the inconvenience but to trace your query I need to look into where the parcel has ended up."

 

I have the original delievery certificate of where the parcel was sent to and have told them several times but just get ignored. In my latest email to them, i asked who i should contact to make a complaint as i believe it is fraudulent activity, so i wanted to write a complaint to the correct department and threaten legal action, but they seem to ignore this.

 

Can anyone help, and perhaps advice me what i should do. Perhaps if you know an address i should write to. Sorry for the long post, that is as much as i could summarise it, there is so much i have missed out.

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Moved to the Telecoms Forum.

Anthrax alert at debt collectors caused by box of doughnuts

 

Make sure you do not post anything which identifies you. Although we can remove certain things from the site unless it's done in a timely manner everything you post will appear in Google cache & we do not have any control over that.

 

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We have a member of the Vodafone webteam that comes on this forum, go to http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-internet/213340-vodafone-webteam-customers-problems.html and contact them, you will receive a response which will include a reference number, post it back here and Lee will look into it for you. ;)

 

http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-internet/259838-vodafone-complaints-vf-webteam.html

Anthrax alert at debt collectors caused by box of doughnuts

 

Make sure you do not post anything which identifies you. Although we can remove certain things from the site unless it's done in a timely manner everything you post will appear in Google cache & we do not have any control over that.

 

Vir prudens non contra ventum mingit

 

[sIGPIC][/sIGPIC]

17 Port & Maritime Regiment RCT

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Hi and welcome to CAG

 

You have so come to the right place. Check this link

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems&p=2343770&viewfull=1#post2343770

 

Follow the instructions closely and you will get a reference number back. Post that on this thread and one of the (Brilliant) web team will pick it up for you

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

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B****r the fox is slow today :lol:

 

 

We have a member of the Vodafone webteam that comes on this forum, go to http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-internet/213340-vodafone-webteam-customers-problems.html and contact them, you will receive a response which will include a reference number, post it back here and Lee will look into it for you. ;)

 

http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-internet/259838-vodafone-complaints-vf-webteam.html

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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Hi 110chris,

 

It's disappointing to read about your experience here but I'm sure we get things sorted out.

 

As the guys have stated if you send me an email with your details and then update the thread with the email reference number I'll take it from there and get back to you as soon as I can.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

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Anthrax alert at debt collectors caused by box of doughnuts

 

Make sure you do not post anything which identifies you. Although we can remove certain things from the site unless it's done in a timely manner everything you post will appear in Google cache & we do not have any control over that.

 

Vir prudens non contra ventum mingit

 

[sIGPIC][/sIGPIC]

17 Port & Maritime Regiment RCT

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Hi 110chris,

 

While the usual contact point is the one which Cerbs has posted above with the code WRT135 in the subject you're welcome to send the details across to me via the email address I've just PM'd you.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

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  • 1 month later...

I am disappointed to say that the matter has not been resolved. I have been emailing Lee, (vodafone company rep) for the last month now and was assured that he will get me my £169 refund. In 2 of his emails, he said that he has contacted some department and that i will recieve the money within 3-5 working days. He let me down. Now, i have asked for some advice on what i can do now as his approach has clearly not worked. He has ignored my last 2 emails.

 

I have also emailed the online logistics team of vodafone and am just getting the same replys of..."we are working on getting it sorted" etc. I have tried nearly everything, and am getting very concerned now. Does anybody have any advice of how i can go about getting this money back. Surely this is fraud?

 

Please get back to me guys

 

Hi 110chris,

 

It's disappointing to read about your experience here but I'm sure we get things sorted out.

 

As the guys have stated if you send me an email with your details and then update the thread with the email reference number I'll take it from there and get back to you as soon as I can.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

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I am disappointed to say that the matter has not been resolved. I have been emailing Lee, (vodafone company rep) for the last month now and was assured that he will get me my £169 refund. In 2 of his emails, he said that he has contacted some department and that i will recieve the money within 3-5 working days. He let me down. Now, i have asked for some advice on what i can do now as his approach has clearly not worked. He has ignored my last 2 emails.

 

I have also emailed the online logistics team of vodafone and am just getting the same replys of..."we are working on getting it sorted" etc. I have tried nearly everything, and am getting very concerned now. Does anybody have any advice of how i can go about getting this money back. Surely this is fraud?

 

Please get back to me guys

 

It is VERY rare that Lee fails to get to the bottom of things. I suspect that the department he referred to has failed, not him.

Now you have posted up again, he should see it and trace the emails to see what has gone wrong. Don't give up

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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i hope so because he seemed very determined but as i haven't heard from him for 3 days and not recieved a reply from any of my last 2 emails, i felt i should post an update.

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I understand Lee is away (probably can't fit his head thrugh the door after the praise we've lavished on him for resolving over 50 cases here on CAG) So I've PM'd a different member of the webteam. Hopefully there is a cheque on Lee's desk ready to be sent out to you :) I hope it can be resolved quickly. As you have confirmation you will recieve this money, it's just a matter of time... it's unheard of for Lee to promise and not deliver to be honest, this is an unfortunate first.

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I'm glad it got sorted for you.

Can I just add that it wasn't just CAG that helped. Vodafone customer service may leave a lot to be desired but Lee and the Web Team do everything in their power to help disgruntled customers such as your self which is why they have had such a success rate here.

 

Anyway, I will take great pleasure in marking this thread "Resolved"

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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  • 2 weeks later...
This matter has been resolved and i have recieved the full £169. Thanks again to Lee for sorting this. The vodafone customer service was an absolute disgrace but im glad i found this site that sorted it out pretty promptly

 

Hi 110chris,

 

Thanks again for updating the thread with confirmation that you've received your money back.

 

While it's taken a little longer than anticipated to close this one off I'm pleased that we got there in the end for you.

 

I'm glad it got sorted for you.

Can I just add that it wasn't just CAG that helped. Vodafone customer service may leave a lot to be desired but Lee and the Web Team do everything in their power to help disgruntled customers such as your self which is why they have had such a success rate here.

 

Anyway, I will take great pleasure in marking this thread "Resolved"

 

Thanks for making the necessary amendments Fox.

 

I understand Lee is away (probably can't fit his head thrugh the door after the praise we've lavished on him for resolving over 50 cases here on CAG) So I've PM'd a different member of the webteam. Hopefully there is a cheque on Lee's desk ready to be sent out to you :) I hope it can be resolved quickly. As you have confirmation you will recieve this money, it's just a matter of time... it's unheard of for Lee to promise and not deliver to be honest, this is an unfortunate first.

 

Thanks for your help as well here locutus.

 

Having successfully negociated my way through the doors today it's good to be back and I look forward to adding to the resolved cases tally.

 

Kind regards to all.

 

Lee

 

Web Relations Team

 

Vodafone UK

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  • 7 months later...

Hi

Welcome to The Consumer Action Group.

 

 

I am just letting you know that as you haven't had any replies to your post yet, it might be better if you post your message again in an appropriate sub-forum. You will get lots of help there.

 

Also take some time to read around the forum and get used to the layout. It is a big forum and takes a lot of getting used to.

 

 

Once you start to find your way, you will soon realise that it is fairly easy to get round and to get the help you need.

 

It can be bit confusing at first.

Please be advised that my time will be limited for the next few weeks.Thanks for your understanding.

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