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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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SANTANDER car loan issues- being nasty - now sold to bluestone/close credit management?


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just head it FORMAL COMPLAINT,in the OFT overarching principles leave out -and yourselves, in the para about anglia add this lead to me feeling intimidated and threatened (2b) I would still be inclined to address and send it to ana botin

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yes on reflection send to both why not

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almost forgot, dont forget to enclose the copy of their letter of may 8

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ok,

suggested holding letter to blues addressed to whoever replied to you

- head it ACCOUNT IN CONTINUING DISPUTE

- Thank you for your letter dated........,the contents of which have been noted.

 

I note from your reply that you accept that there was

and is a continuing reasonably queried and disputed debt concerning my account.

 

I further note that you are failing in your obligations as assignee and creditor

(as confirmed in the High Court in the case of Jones v Link Financial)

by being either unwilling or unable to fully investigate my complaint by liasing with Santander Consumer Finance. (SCF).

 

I therefore had no alternative other than to lodge a comprehensive final formal complaint with SCF on October 21st.

As you will be well aware they have 56 days in which to respond.

 

Turning to your reply I note that you now claim that your letter dated........

,which was addressed to myself, and QUITE CLEARLY states,the vehicle model registration no......

.as being capable of repossession by yourselves with a court order,

was in fact meaningless, an excuse I regard with disdain.

 

Furthermore I note that you have not commented on your employee

(despite your company having been informed since 23/07/2013 that all contact was to be in writing only)

who phoned at 8.05am on 8/8/2013

and when told in writing only replied

"that is not going to happen, you will contiue getting calls-you must have a record of this call, as indeed I do.

 

I therefore consider a mere apology to be totally inadequate,

given the huge amount of distress that this matter has caused myself and my family.

 

Therefore on receipt of anything other than a positive response from SCF to my formal complaint,

I will be forwarding a complaint to the Financial Ombudsman Service involving both yourselves and SCF.

 

In the meantime, as you have accepted this to be a reasonably queried and disputed debt,

all collection activity on my account must cease until this dispute has been fully resolved.

 

I trust that this clarifies my position,

 

Yours

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Well got in tonight and two missed calls and a message from someone called Govina

and she said she was from Satan's and was ringing in relation to my letter and can I ring her back.

 

 

Now I'm not sure but think that Govina was the name of the person who wrote from Bluxxxx...

 

 

will have to check in the morning when I'm in the office.

 

 

I know your going to say not to speak to them on the phone

 

 

but what do you think I should do.

 

 

..this is the fastest response from them yet!

 

 

Thanks

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nothing on the phone Allison, if you answer at home and its satans just say-due to your companies previous behaviour towards myself it upsets me too much to discuss this on the phone,so I wish to deal with this in writing only.-dont want to give them any opportunity to twist your words

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  • 2 weeks later...

Yes Allison def joint complaint Satans and Blues to the fos.

 

 

Satans reply was totally disingenuous.

 

 

Ive just looked again at their letter of May 8th

and how anyone would believe that they weren't after repo of the car,

(even bluestone realised this) only after the arrears-pathetic excuse.

 

 

When you send to the fos include a screenshot of anglias home page(specialist vehicle repo agents).

 

 

The fos will consider this against the oft debt collection guidelines,

so include all correspondence,

emphasise your fear at losing your car together with as a result your income.

Include a copy of your SAR highlighting all the mentions of surrendering your car.

 

 

Keep to each point that we raised which broke the oft guidelines.

 

 

Also emphasise the enormous amount of time that you had to spend in researching

the correct legal position of satans letter of May8,

include all correspondence sent to satans and blues

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can we see a scan of the may letter please

 

 

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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This is going to take me some time to sort out and get ready for the FOs etc

 

 

should I write to Bluxx and Satans and let them know I am referring the matter to the FOS.

 

 

In doing this will they have to still hold any action as the account is still in dispute?

 

 

I also got a letter from Bluexxx Fri just saying that they are holding all action until Satans get back to me etc.

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oh dear satan have dropped a bowlard there.

 

 

Anglia haven't

 

 

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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yes the point to make to the fos is the immediate use by satans following their letter of may8 of anglias services-rapid vehicle repo- scared you to death

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This is going to take me some time to sort out and get ready for the FOs etc

 

 

should I write to Bluxx and Satans and let them know I am referring the matter to the FOS.

 

 

In doing this will they have to still hold any action as the account is still in dispute?

 

 

I also got a letter from Bluexxx Fri just saying that they are holding all action until Satans get back to me etc.

 

Just write a brief letter to blues headed

-Account in Continuing Dispute

 

-Due to what I consider to be your unsatisfactory responses to my complaints,

I am today referring my complaints against both yourselves and Santander Consumer Finance to the Financial Ombudsman Service

 

.I fully expect that all collection activity on my account to remain on hold until the fos fully

determine the outcome of my complaints.-Yours-

 

--- and a brief letter to satans fully rejecting their reply to your complaints

and informing that you are today referring the matter to the fos for their determination

PLEASE HELP US TO KEEP THIS SITE RUNNING

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Any help I am able to give is from my own experience only. Should you have any doubt you should contact a qualified professional.

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Yes will start on it all in the morning been busy at work today.

 

I am going to send to the FOS as I really believe the way it has all been handled is so wrong..

.they really are just bully,s but realistically what can I expect to happen?

 

At the end of the day I do owe the money etc and financially I just can,t pay the monthly payments.

 

I offered the £200 per month as my mother in law was going to pay it to stop me having my car taken away

but now that we have clearly established that they cannot do that I don't want her paying it as it seems wrong.

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The fos will decide on the fairness of how you have been treated and hopefully award redress for the way it's been handled,

for distress caused and your time spent on research.

 

And don't start worrying again,

 

at the end off the day bluestone are no different than your other creditors

and will only be able to have what your I&E says they can have,

don't forget it's only a personal loan

PLEASE HELP US TO KEEP THIS SITE RUNNING

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Any help I am able to give is from my own experience only. Should you have any doubt you should contact a qualified professional.

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the more you read satans reply, you realise they didnt answer your complaints but

, like blust just try and absolve themselves with excuses which would stretch anyones imagination.

 

However bear in mind that they are not judge and jury,

only the fos will decide judged against each of the oft guidlines

and at least they now will have to pay a case fee.

 

The "we sent you a threatening letter but only half of it applied to you" is plainly ridiculous,

as was blues "it was only a pretend letter".and dont forget to enclose anglias homepage that you linked to in post 28

and link it to satans letter of may8

PLEASE HELP US TO KEEP THIS SITE RUNNING

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Any help I am able to give is from my own experience only. Should you have any doubt you should contact a qualified professional.

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  • 5 months later...

Well update on this one.

 

The FOS rang on Fri and

 

they are not upholding my complaint..

 

..shocked and didn't,t really take in all she said

 

but they're going to follow up in writing so can digest then.

 

Will have to get in touch with Blxxxxx

 

and send them an I and e with payment offer.

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not yet you wont

await the letter and scan it up please

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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Don't give up yet with the FOS, I didn't and got them to change their mind.

The general view of the FOS is that before they take action, you must be in a worse position than if the creditor had behaved themselves.

 

Post up your letter when it arrives and let the guys have a chance to read it before you rush into anything.

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