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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.
       
      • 3 replies
    • 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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Evening all,

 

I've had a pretty bad week resulting in a potential 'buyer' for my '06 Golf TDI stealing the key (which i only discovered the next day as they swapped it with an identical one from another vehicle) and stealing the vehicle from outside my house overnight.

 

I have followed the standard protocol and notified the police and my insurer. The claim has been referred to the underwriters, however I have been warned that there is the following clause in my policy which way result in the claim being rejected:

 

"Loss of or damage to the vehicle by someone who got it by trickery, fraud or deception"

 

I've narrowed down the only possible time when the key could have been stolen, which was when they 'checked it worked when turning on/off the passenger airbag'. I was standing behind them at the time but it was dark so did not notice anything out of the ordinary. This was the only time when they had the key as I didn't leave them unattended with it at any point.

 

My question pre-emptive in essence as I'd like some advice on how I would go about mounting a legal challenge against my insurer should they decline the claim.

 

I really can't afford to lose the value of this vehicle which still has over £8k owing on it.

 

Thanks in advance for any advice.

 

David

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If you have any problems, speak to the FOS.http://www.financial-ombudsman.org.uk/contact/index.html

 

They may have had dealings with this sort of issue and may be able to shed some light on what your rights are.

 

( This [problem] was highlighted on BBC's real hustle. The advice was to never allow the prospective buyer to touch the keys, as if you did, it would only take a second to swap them.)

Edited by unclebulgaria67

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What would be the basis for a legal challenge?

7 years in retail customer service

 

Expertise in letting and rental law for 6 years

 

By trade - I'm an IT engineer working in the housing sector.

 

Please note that any posts made by myself are for information only and should not and must not be taken as correct or factual. If in doubt, consult with a solicitor or other person of equal legal standing.

 

Please click the star if I have helped!!

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The application of a contract clause is unfair ?

 

There are apparently FOS complaints that have been upheld in the policyholders favour. They have deemed that the policyholder had acted in a reasonably careful way and should not be penalised for having a criminal act committed against them.

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group

 

If you want advice on your thread please PM me a link to your thread

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thanks for the advice and link. I'll see what their initial appraisal comes back with on Mon/Tues and then look to pursue from there. There is no way the insurance company can accuse me of not being careful as I was either in posession of the keys or standing right there when they apparently did the swap.

 

Have now watched the real hustle episode which is a bit of an eye opener - I was even more careful than the car salesman (not letting my car get in my line of sight) but that said It was the absolute last thing I was expecting to happen which is why they got away with it.

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hi

 

i really feel for you

 

i had my ford transit van soteln from the front of a clients house whilst working in the back garden

 

i locked the van and did everything normally

 

Fortis insurance reckon the back doors were open and i had told an investigation company this fact (not true either way) and a work collegue with me at the time had mentioned this to me on his returning to the vehicle to collect materials9that the doors were open)just not true

 

i havent been negligent and never expected this to happen the cost has bee n a rea lblow and in all i have had t oborrow to bu ya nbew van and the cost of stolen van and some tools totally £6.5k

the van was never recovered aftr stolen on 20/8

 

I have rebutted the decision of fortis through my insuracne agent van compare and the financial ombudsmen and if thats doesnt work i will appoint my solicitor to challenge the decison

 

all i know my van was stolen and that i didnt expect it thats seems to be the troubel youve got to be 100% alert to every [problem] al lthe time

 

i wont give in to fortis and will go to court to deny any penalty claim against me of being negligent

 

insurance companies will lie and exagerate to not pay a claim so the financial ombudsmen and later a solicitor maybe needed to defend your rights

 

best of luck iain

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Go tot he FOS, lodge a complaint. Based on what your saying if you were standing behind them and there was nothing more you could have done, you may have more of a case, it will not be clear cut though. If you left the key, went to the house etc, then it's different.

 

Re the van, do you still have both keys? On paper it's impossible to take a modern vehicle in a short space of time.

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As a side note. When I lived in South Africa a [problem] at a local main dealer garage was for the driver to copy the key when the car was in for service. He would then sell on the copy of the key and the thieves would wait for the correct opportunity to steal the vehicle. It was easier to steal the car when the person was at work rather than from their home as most homes are heavily guarded.

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hi yes thankyou for your response and help

 

i bought van at auction one key and one fob

i have them or did until insurance investigators took them as part of their enquiry

 

i reckon vehicle went in about 30-40 mins period

so all i can think is that thief was i nvehilce tamperin gdurin gthat period of course i was woirkin gat back of hosue and cant confirm or witness any of this

 

this is probally my worst scenario in 30 years driving no payout 250 tpft til feb 11 and advised on £1000 fully cop + in march 11

and non was my fault

 

thnaks iain

 

 

 

 

Go tot he FOS, lodge a complaint. Based on what your saying if you were standing behind them and there was nothing more you could have done, you may have more of a case, it will not be clear cut though. If you left the key, went to the house etc, then it's different.

 

Re the van, do you still have both keys? On paper it's impossible to take a modern vehicle in a short space of time.

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  • 2 months later...
Evening all,

 

I've had a pretty bad week resulting in a potential 'buyer' for my '06 Golf TDI stealing the key (which i only discovered the next day as they swapped it with an identical one from another vehicle) and stealing the vehicle from outside my house overnight.

 

I have followed the standard protocol and notified the police and my insurer. The claim has been referred to the underwriters, however I have been warned that there is the following clause in my policy which way result in the claim being rejected:

 

"Loss of or damage to the vehicle by someone who got it by trickery, fraud or deception"

 

I've narrowed down the only possible time when the key could have been stolen, which was when they 'checked it worked when turning on/off the passenger airbag'. I was standing behind them at the time but it was dark so did not notice anything out of the ordinary. This was the only time when they had the key as I didn't leave them unattended with it at any point.

 

My question pre-emptive in essence as I'd like some advice on how I would go about mounting a legal challenge against my insurer should they decline the claim.

 

I really can't afford to lose the value of this vehicle which still has over £8k owing on it.

 

Thanks in advance for any advice.

 

David

 

Dear David,

My Mercedes CLK '57 has been stolen when the "buyer" asked me show him the spare key. I started up the car with the spare key then he got in,was satisfied that everything works and gave it back to me.15 min later when i checked on the car it was gone. I later realised that my spare key has been swapped with an identical one.

My insurance company says that its not likely i will get the money back because it was "theft by deception"

I understand that your was stolen in the same way. Have your insurance company paid up? Could you please give me any advice as to how I should go about it?

thank you in advance

Ana

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