Jump to content

  • Tweets

  • Posts

    • 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 !
    • Yes Andy, that was it  6.23.1.  That's twice I have been ambushed by CPR rules. It would be worth studying them to see if I can ever use to my advantage, or at least be familiar with them in any case. I still reckon a letterheaded paper with an address on it (different to the summons address of the defendant), does not constitute proper notification that service of further documents should now go to that address. Especially as the body of the letter simply said "Please find enclosed copy of defense" and gave no instruction that the new address was now the service address. Any how, the judge accepted my argument more.....................but it could have tripped me up. Instead, by wasting 40 minutes on it, the defense didn't spend enough time arguing the claim itself. In fact, I could have argued their defense far better than they did and would have done so on a no win no fee basis. My fee would have been for more than the value of the claim but far less than the one they had to pay their guy.  
  • Recommended Topics

  • Our picks

    • Ebay Packlink and Hermes - destroyed item as it was "damaged". https://www.consumeractiongroup.co.uk/topic/430396-ebay-packlink-and-hermes-destroyed-item-as-it-was-damaged/&do=findComment&comment=5087347
      • 33 replies
    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
        • Haha
        • Like
    • 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!
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
  • Recommended Topics

Robbers Way/Santander - O/D from old account

style="text-align: center;">  

Thread Locked

because no one has posted on it for the last 2585 days.

If you need to add something to this thread then


Please click the "Report " link


at the bottom of one of the posts.


If you want to post a new story then


Start your own new thread

That way you will attract more attention to your story and get more visitors and more help 



Recommended Posts

Morning all,


A couple of weeks ago I got a letter from Robbers Way asking if I was me and to let them know that I was.


I filed this in my 'Urgent - things to do when I'm dead' cabinet and checked my credit file, sure enough they have searched my file.


After searching them on CAG I noticed that they deal with alot of old bank account debt so worked out this was for an old Abbey o/d.

I have today received another letter from them confirming this.


A bit of history about this,


In 2004 I had asked for and opened the most basic bank account with abbey (so basic it came with an electron card).


A few years later - can't remember when - they upgraded and gave me a Visa debit card (not asked for) and an O/D.


By 2008 this o/d was £800.00 and in Dec of that year I got a slip of paper (not a letter)

informing me that they will be revoking my overdraft on about the 18th Dec

I think it was and the full amount was payable.


Merry Christmas Santander :-(


I called them and asked if they could take say 100 per month

they said no so


I quickly opened a new account elsewhere.


I complained to Santy about the way my account had been operated and the unfair way they chose to take this o/d away without much notice.


As you can imagine they didn't give a damn and refused to allow me to come to an arrangement.

And that's pretty much it until the little DCA goblins crept out of their hole.


I have had no NoA from Santy, and this appears on my credit file still under their name.

There are two entries on there both with the same start date, different account numbers by 1 digit,

one showing satisfied and one showing defaulted on the date the other was satisfied. (6 months after they asked for the o/d) ?

Is this allowed?


They have obviously added charges and although I do have all my bank statements somewhere, which I will dig out later,

I am going to SAR them as I do not remember ever getting a DN for this.


what is my best course of action here?


Should I continue to ignore RW until I have received my SAR?


Many thanks


Link to post
Share on other sites

Once you get your SAR you can see if Santy has added anymore fees, if so get reclaiming. When was the last time you acknowledge this debt? or made a payment? it may pay to see if this is enforceable anyway. then come back, don't forget they only have 40 days to comply with a SAR.




If I have been of any help, please click on my star and leave a note to let me know, thank you.

Link to post
Share on other sites

As this was a current account I didn't make any payments as such and until I find my statements I think the last activity was about December 2008 when I opened a parachute account.

The complaints I made probably went on for about 3 months after that.


There has been at least £100 added to the o/d amount but I didn't think I could claim these anymore unless I can prove a hardship case. I remember since the o/d was added there were over £500 added in fees and charges but again, until I can find the statements (or receive my SAR) I cant be sure.


I will be back when I have more info, but my main concern at the moment is what I should do about RW? I'm more than happy to ignore but wasn't sure if there was a letter I should be sending.


Many thanks



Link to post
Share on other sites

Does the debt appear as a default on your credit file? If so, that date would be a good start point to guesstimate at what point the account was SB, as they defaulted mine about 5 months after they took my overdraft (and I never made a payment towards it since the point at which they revoked it)

Link to post
Share on other sites
Does the debt appear as a default on your credit file? If so, that date would be a good start point to guesstimate at what point the account was SB, as they defaulted mine about 5 months after they took my overdraft (and I never made a payment towards it since the point at which they revoked it)


Snap Psy, They said they were taking it away in the December and didn't default it until 6 months later.


After having a read of your thread my situation seems to be very similar to yours and it would appear Satan-der are trying their luck with near to SB'd debts.


They are a bunch of jokers, when I tried to reclaim the PPI on one of my store cards because in 1999 I was unemployed and pregnant, despite the application form showing this and PPI not requested they refused to look at it until I got records from HMRC confirming my NI contributions for that period :!::!:



Link to post
Share on other sites

They are playing a strange game...

Personally I'm ignoring them until my hand is forced into action (when they get really threatening). Wouldn't even bother with the SAR right now, if you tell them it's SB'd later down the line and they say it's not, you can then use SAR (without acknowedging the debt of course) to slow them down further.

Link to post
Share on other sites
  • 2 months later...

Afternoon all,


So, I heard no more from RW regarding this until today when a doorstep collector appeared at my door. I told him I wouldn't discuss this at the door, and that a letter would be in the post.


He was very polite (don't know if that's because I was filming) and said that's okay, they send me round to see if I can make an arrangement with you and he asked if this was to do with Satans bank when I told him I wouldn't be paying anything until I'd received what money they owe me.


I'm a bit worried because he had a brown envelope in his hand (he did not give me anything) could he have been going to issue me with an SD? If so would he have given it to me regardless? I'm worried because I know how underhanded these collectors can be and don't want to find out later that they've tried to make me bankrupt


What should my next move be with this? I don't want to get into letter ping pong, but because this is not SB'd for at least another 6 months, I do not feel I can sit on my hands much longer.


Many thanks for any advice you can give



Link to post
Share on other sites
  • Recently Browsing   0 Caggers

    No registered users viewing this page.

  • Have we helped you ...?

  • Create New...