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    • Of course they have a duty – but why should that stop them ignoring it? Under the consumer rights act if a defect manifests itself within the first 30 days of the contract then you are entitled to a refund or a replacement at your option. Write to them and tell them that you are asserting your rights under the consumer rights act and that you want a refund/replacement and you want it within seven days. Tell them that they must arrange the replacement immediately and also the collection of the defective item. Tell them that if they will not comply then you will sue them at the expiry of 14 days. Tell them that your claim will include a claim for interest as well as costs. Head the letter up – Letter of Claim – and only send this if you are prepared to go through with your threat to bring a legal action. Even if you have to issue the claim, it scarcely imaginable that they will not put their hands up and pay. Don't muck around – but I have to say you shouldn't set such high hopes for this kind of company you are essentially – box-shifters. Post your draft letter of claim here
    • I received a response this morning, he has put in it about finding tenants who owe money, but I had already been in contact with them and had just responded to an email that morning to set up a payment arrangement. let me know what you think about their outcome:   Thank you for taking the time to give us your feedback on the service you have received.   I would like to share with you my findings and the decision I have made in regards to your complaint, which is currently at stage one of our process.  You let me know you were unhappy that a member of Ongo staff had obtained your address by deception, posing as a private buyer and that she then used that information to attend your home without notice.   You have also requested information in relation to our policies and procedures and requested a subject access request.  From the information, you have provided I have now carried out a full investigation of your complaint.  These are my findings: • We have provided you with the Customer Policies in regards to our services that you have requested  • A Subject Access Request has been submitted to our Data Protection Officer and he will comply within the statutory timeframes and will send you the details separately to this complaint. You may have already received this letter.  • I have investigated the issue around the staff member obtaining your address through deceptive means and my findings are that this action did take place as you stated and the staff member did get your address from interacting with you over Facebook, posing as a private buyer of a piece of furniture. • The two staff members did arrive at your home after obtaining the address and you did then engage in conversation at your home to make arrangements to repay your former tenancy arrears, which I am of the understanding a positive arrangement was made.  On this basis, I am upholding your complaint and would like to take the opportunity to say how sorry I am that the service you have received fell short of what is expected of us. It is important to us that we locate former tenants that leave owing money andwho may not offer a forwarding address.  We also use information available on public forums and tracing agencies to do this to then make contact with the customer in order to recover any monies owed. Our intention is always to recover the debt and support the customer in repaying this as tenancy debt can cause further issues and distress for customers in the future.   The methods used in this case not the correct procedure to obtain an address and we have addressed this matter internally with the individual concerned.    To help to put things right, firstly the staff member would also like to extend her apologies to you for any upset caused.  I believe this will have caused you some distress and concern and on that basis and in line with our Compensation Policy I would like to offer you a financial sum of £100 due to us not following the orrectprocedures.   As you have arrears on your former tenancy account,I will ensure that this sum is deducted from the amount you owe.    Secondly, I have reviewed the guidance and the training provided to the Income Collection team along with the Income Collection Manager and Customer Services Manager. I am assured this was an isolated case however to make sure this won’t happen again in the future we will be delivering a  further briefing and refresher to ensure that all staff are aware of the appropriate ways to use social media and ensure we are clear on our correct practices when recovering rent arrears. Lastly, this now concludes Stage 1 of our internal complaints process and I will now close the complaint, however should you feel there is anything further you want to add in the meantime please make contact with me so we can discuss this. Your feedback has been fully considered and investigated in line with our Complaints Policy.   Should you remain dissatisfied with this decision, then you should reply within 14 days explaining why you remain dissatisfied and what you are seeking as an outcome. Your complaint will then be reviewed by a relevant Senior Manager or Head of Service at Stage 2 of ONGO Homes internal complaints process. I have also attached a leaflet that gives advice on the role of the Housing Ombudsman.    Once again, thank you for your feedback. All feedback is an opportunity for us to improve our future services.
    • Thanks for that. Backdoor removed and left as default judgment. Is it good to go now or is there anything I should add or remove? n244 edited.pdf
    • Hi All,  I am posting this topic on the 6th day of the 3-5 day procedure.    I ordered a server for my home to store all my photos, videos ect.   On Friday 7th I ordered a NAS  server with two 4tb Hard Drives, one refurbished, and one brand new.  I put both drives in the NAS and the server came up with a warning saying the brand new drive was failing and should be replaced immediately.  I checked online to see if there was a simple solution, put the faulty drive in both server bays to eliminate a faulty socket on the server and established the drive must have been damaged/dropped prior to me receiving it.    So I called laptops direct on Sat 8th and they said because it was a weekend they were unable to help because the return has to be authorised by the tech team, so on Monday I raised a ticket and on Tuesday 9th they asked for a photo/video of the problem, I duly obliged with an image of the server screen saying clearly the drive was failing, and sent a message saying I had eliminated the possibility of the fault being with the server.   Every time they send a message it takes 24hrs to get a reply.   Later the same day a lady emailed back, she then thanked me and said she was glad I had solved the problem and closed the return.  I then had to call back and open a new support ticket and was again asked for a photo/video and I am still awaiting an email authorising its return, despite this I took it to the warehouse Wednesday and insisted they take the drive back and test it themselves.   Should they be doing this, I thought if an item was faulty upon arrival they had a duty to refund or replace, instead they are making me wait 3-5 days for the tech team to test the drive.  I did a simple quick test which took 3 minutes and established the drive was faulty.  The online literature states if the drive states it has bad sectors more than 2% as the server stated it had even if it can be restored to a working state you should not trust the drive and it should be returned. 
    • Hardly harassment if you hope that they send you another one on Friday !
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      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
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Payday loan taking payment out of IB


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Hi

My little brother has been on IB for some years now,

he has taken out a Payday loan thing on the internet, a few times,

the last time was a few weeks ago & they are already upping the amount from 450 to 550 next week due to interest & late payment if he doesn't pay it off.

 

I don't know fully how those loans work, but apparently they will try to take the payment the day after his benefit goes into his account.

Which will be a week from next tuesday.

He knows he has been silly taking these loans, but I have advised him to open a new bank account & get his benefits paid into that,

& contact a debt agency to try get the interest stopped & arrange to pay back at a less amount each month?

 

From what I gather they take about half his IB in one go! They know he is on benefits.

 

What I am wondering is, will opening a new account work?

And does anyone know who he contacts with help about the interest they are piling on?

 

Any help appreciated, our mum is so worried & I said I would try to find out.

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If he opens a new bank account and doesnt give them the details then they cant take the money :) He could phone Incapacity Benefit up and arrange his benefit to be paid by giros for now, and open the other account, has he thought about a post office account. Then when it is up and running phone the jobcentre and have the IB paid into the new account. If there is no money in the old account they cant get it, but unfortunatley the interest will keep on growing.

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Thanks Honeybee. Ah that's a good idea Mikey! I didn't even think about Giros, ok will let him know about that. I said to him to be honest with the bank & IB & say exactly what the problem is. I'm sure it's nothing they haven't heard before.

Yes the interest is a big problem, hopefully someone will know who to contact about that x

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Am sure there will be no problem being put on giros for a few weeks untill he gets the card and pin from the new account. He doesnt have to give a full reason for wanting to go onto giros just explain he is opening a new account. Just check when he rings the Jobcentre they hold on record the correct post office for cashing the giros.. eg his local or preferred...

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you need to fire off the notice/letter of appropriation to your bsnk

see the green library tab top left

 

demand the bsnk refunds the money ..

 

benefits are to LIVE ON

 

not for ruddy bank charges or PDL co's to snatch at will..

i would also SPECIFICALLY INSTRUCT the bsnk NOT to honour any more payments

WITHOUT YOUR SPECIFIC OK to do so.

 

dont let them get away with this

 

they know the score from the banking code etc etc.

 

disgusting behaviour.

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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you also do not have to pay aNY charges the PDL co adds

 

these are a PENALTY charge and NOT covered by any T&C.

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Hi Jadeybags

How are things going.Any developments.

Hope things are working out for your little brother.

Hope your mum is not as worried now.

Any news on possible new bank account,giro or contact with debt charity or payday lenders.

Who are the payday lenders .No need to say if you dont want to.

Just trying to help.

Looking forward to updates,and hopefully good news.

Edited by tawnyowl
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so what happened did you send that letter?

op needs to post up

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites

Yes, posted in the payday loan forum the other day. Well, so far he has managed to open a new account, so that's sorted that one, they'll not be able to take his next benefit payment. The next thing to do is try & stop the interest, apparently he'll need to talk to the payday loan company about that.

Tawny owl, not too sure who the company are, I asked mum today but she isn't sure. He has said he will sort that side of it out. I just hope he does. It's possible that he's borrowed more than he's let on, & doesn't want mum knowing! x

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