Catalogue Accounts

[abs7]

Hi,

 

I have two catalogue accounts and I ordered a few items back in December 2010. I did not receive this items and therefore, the items have either been misplaced or delivered onto a wrong address. I have spoken to the catalogue companies and till yet, this issue is not resolved. I am getting letters from the catalogues demanding money which I do not owe and the security department is looking into this as the goods do value of £1000 +. These goods have gone missing and they were meant to resolve this issue by 29th April 2011. I have asked them to provide me with the details of Financial Ombudsman Service whom I can contact and get this matter sorted out. No response has been given to me.

 

Can anyone help please?

[silverfox1961]

Hi and welcome to CAG

 

You say they had until 29th April to resolve this. Is this response time due to a formal complaint?

 

If so, you don't need them to supply anything regarding the FOS, just go here

 

http://www.financial-ombudsman.org.uk/

 

You do not need a final response if they have gone over their response times

[abs7]

It was a formal complaint and they sent me a confirmation letter saying we will get this matter sorted out by 29th April 2011 and till now, this matter has not been resolved. My argument is that how can a company demand funds from me when I have not received the goods, I have not signed for the goods and this matter has been going on since beginning January 2011. Yet, it remains unresolved. I just got a statement demanding £700 + when the goods ordered were not received by myself.

[Jamesx81x]

Its up to them to prove that they have delivered the items.

 

Did you raise a query with them as to where your items were when they did not arrive by the due date?

 

They should have dispatch notices that were given to the courier, which they usually get you to sign on delivery. Without any form of signature they cannot imply they have delivered.

 

Tell them you will be reporting the matter to the police too as goods they are stating have been delivered have one missing, that would mean someone has kept goods not belonging to them or the delivery driver has kept them.

 

Probably find they will move a little faster if you start talking to them about that.

[abs7]

I have contacted them several times and finally, they told me that the items have been delivered to the neighbour. I have tried to contact the neighbour and he/she wont open the door. Catalogue company said the courier delivered items there and they have confirmed that with the neighbour. The neighbour told them that they signed for the items and they gave me the items when I have not even seen the neighbours as that house looks vacant to me. According to the neighbours, they gave me the items. I have not got the items and whatever signature is with the courier is unknown to me anyway. I had a letter from catalogue company saying issue will be rectified by 29th April 2011. Nothing happened.

 

But neighbour said someone came and took the items. I did not go to them as many times tried to contact them and been unlucky in terms of that. Whosoever took the item, I have no idea and also the catalogue company said the police investigation will be launched based on the signature and crime reference number will be given to me as well. Then neighbour is liable to pay for the items which is over 1k. I am now thinking that if the neighbour said he/she gave me the items and I dont have the items anyway so who is liable to pay for the items??? Help please I am panicing really badly.

[silverfox1961]

Hmm! Something doesn't sound right here.

 

When a courier delivers to a neighbour, they should have dropped an 'Out Card' through your letterbox to inform you as to the location of the goods. You haven't mentioned this so I am assuming you have no knowledge of this.

 

I really do think the police should get involved (so long as they don't say 'It's a civil matter')

[Jamesx81x]

I definitely would contact the Police as if the neighbour did turn round and say that then it would 100% confirm they have taken the goods from the courier and kept them which is plain theft.

 

I doubt the Police would just go on hear say if you let them know the full situation, they would carry out their own enquiries and am sure it would put the wind up catalogue company and neighbour alike.

 

What you must not do is roll over and take the bill for items you have not received.

[abs7]

I spoke to the catalogue companies and they said to me that they left it till a very long time. After the investigation, the neighbour has signed for the items and saying that I have taken the items from the neighbour when I havent. The neighbour sent a letter to the courier company saying I took the items when the neighbour does not know who I am anyway as I have never spoken to her in the area. Now the catalogue companies said to me to go the police and get a crime reference number.

 

I went to the local police station and all they said was that this is not a police matter. They registered my incident and henceforth, I was given an incident number which is with me and now I have sent an email to the Fraud And Security team i.e. the catalogue team stating the incident number and whats been said to me. I got a confirmation email saying we will respond back to you and the email is now with the Fraud team. Its been 10 days I have not had a phone call back and I will not be calling the 0844 number again and being on the phone for 30-40 minutes. I wasted £80 on landline bills to call this company again and again and I had no response whatsoever from this company so in this case, I would like to find out where things have gone wrong and why they have gone wrong.

 

I keep getting statements every month from January itself and a late payment charge is added every month. I have not paid anything and I have also closed the accounts. However, the amounts still stand up!

[Jamesx81x]

Make a complaint to the FOS regarding their persistent attempts to gain money from you that you do not owe, also report their lack of customer service and help in what is quite a serious matter