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    • hi all. bit of advice please. I had a Three contract up until November last year. At £11pcm for 24mths. Paid every month on time via their online portal. When I ported over, I received a letter from Three thanking me for being a customer blah blah blah.. It also said IF I owed anything a final bill will be sent. No final bill ever received - I get a phone call around the first week in December form an Indian sounding man who was extremly difficult to understand. Said he was calling from Three, and wanted me to confirm my details - something of which I didnt as something didnt sit right. He said I could log into my account and review my bill as I owed money and then hung up. After the call I thought I'd best log into my account just in case.  Couldnt log in. Account access denied. Logged on to chat - they said as I ported over and I was no longer a customer my access was suspended. Couple of weeks later I had another call from a local area number and answered again it was some Indian guy telling me I owed money, wanting me to confirm details. I refused and he said details will be sent out to me to my email on account and my home address as it was important. Once again nothing.. 15th Dec I received an email from PastDue in my name RE Three. Email stated they were contacting me about Three an I should receive a letter soon regards to this matter. Says about visiting their website.  22nd Jan another email form Pastdue. Stating they have yet to receive a response to the letter, and they had already sent me an email about this. We will continue to contact you until this matter is resolved. Again asks me to login. 23rd Jan letter received dated 13th Jan. Titled "We are here to help keep your Three Services"  Claiming I owed "Airetime Balance £201.43" and contract period was 26/11/2019 to 25/11/2020 States "We have been appointed by Three to recover the amount of £201.43. If you pay this amount in full Three may be able to waive the cancellation fee and reconnect their service for you" - what cancellation fee / re connection??? I ended the contract giving the 30days notice and paying the last bill.. Then the normal crap about its important to pay. If I'm experiencing difficulties etc. Now both December and  January Credit reports from ClearScore, Credit Karma, Credit Expert, Totally Money and Equifax all show Three as Closed and balance as Zero. (Date Satisfied /closed 17th Nov, bal 0, last updated 30th Nov) I've had nothing from Three. As far as I'm concerned I owe nothing as no final bill and no access to the portal. Should I email PastDue and do a prove it & attach proof of Credit Reports being £0 or do I do something else?  
    • Hi she did say she was cancelling and returned the equipment. It looks like they put her on a rolling contract for 24 months when she phoned before trying to reduce her payments as they kept going up. I know Sky haven't done that to me. She didn't see that email as she's had lots of stressful situations. No.letter in post or when she originally phoned about reducing her bill well over £100 they didn't tell her about this contract. Like you say there should be recordings. BT mobile contract is separate to broadband and the cancellation fee is for the broadband. They have blocked her mobile so she can't use it and that is a contract. She is phoning CAB in the morning and checking through her paperwork. I'm quite happy with Sky as they tell you upfront what is happening and have never rolled over my contract. Thanks for taking time to reply it is much appreciated. 
    • I've sent an email to a press contact And one to a journalist at the BBC!
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    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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    • 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
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
      • 31 replies

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I have an issue with my vw up! Bought used in September 2013 – the car was first registered in June 2012.The gearbox “started to fail” in December 2013 (at 21000miles)and was replaced under warranty by the repairer (a VW retailer - we'll call VWM), followed by a call from them reminding me the car “doesn’t have synchromesh”.


Last week and approx 7000miles later, the same problem seemed to have recurred – the initial response from VWM was that it wouldn’t be covered again, they had a look - decided it was the same fault and wouldn’t be repaired under warranty. I was told to pay £360 for them to strip and sent photos to VW for a second opinion.


I spoke to VW UK at this point who informed me that VWM had already advised them it was driver error and had given guidance to VW UK to that effect.Goodwill it seems has to come from the repairer *and* VW UK combined, if the repairer won’t help – I’m not going to get help from VW UK , so I’ve been told by VW UK


I have spoken to another VW dealer (the one I bought it from), who were very surprised a gearbox would fail after such a short time irrespective of driving style, and an independent VW specialist who also agreed that VWs can be driven by all sorts of drivers, some good some bad, and the boxes not fail – they too were surprised it has failed. They were both even more surprised that the repairer are so sure it was driver error and not a manufacturing or installation fault.VWM said they have decided and there is no second opinion needed.The onus it seems, is on me to prove it wasn’t my fault – in the meantime an approximate additional cost of £2600 has been quoted to repair the car.


The fact that it could have been a manufacturer error, install error design flaw or just bad luck seems to have evaded this problem, the easiest solution seems to be make the end user pay.

Proving this was not driver error (I’m 40years old driving a 1 litre car, having never broken a gearbox in over 20 years)may prove difficult, I have also tweeted @VWUKHelp and they say get a second opinion – which I am doing – today at a specialised gearbox garage, if they can confirm it isn’t 100% due to driver error – can anyone advise if this is enough to say to VW it is *not* categorically my fault, the element of doubt being enough to throw doubt onto VWM maintaining it’s my fault in isolation.




Of note, is that a quick Google search throws up several examples of up! Gearbox problems – so why VW are so keen to hide behind the advice of a repairer who frankly seem to have gone out of their way to ensure I don’t get it repaired under warranty is beyond me.


The problem is it seems the reverse gear cog and cog that drives it has sheared slightly

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What vw is it? I go on the passat world forum and there are many current and ex vw mechanics on there, who can post up official service and fault bulletins directly from vw. Armed with this info you can usually get work done foc if they recognise the fault is a known one,

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Oh yes, didn't spot that, right up the top there. Then I wonder if there is a similar type forum for them. You could sign up to Passat world anyway and maybe message some of the guys on there who post service bulletins, you never know you may find they can provide you with something you can go on.

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The query here would be if they did indeed replace the box under the first repair. If it was repaired then the onus for the repair now would lie with the dealer who repaired it however the VW warranty given by dealers is transferable to other dealers in the UK only. If it's a particular part that has failed again then that would be covered by VW's parts warranty so there should not be any issue at all.


Being cynical about the skills level of technicians today I'd bet the dealer has cocked something up and doesn't want to foot the bill.


In order to move this forward you need to do the following:


Look up VW GMBH on Goofle and look around the site where you will find Martin Winterkorns e mail address. Write to him telling him the car is crap and you want a new box, not a repair.


What this does is trigger a response from VW GB, not the sub contracted idiots paid to fend customers off who you have been dealing with at the moment.


Then you start getting results!!

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Thanks for your replies, to keep you updated:The independant specilaist confirmed it was not likely to be driver error - but in fact "clucth drag" he told VW this yesterday.


VW UK Tech support called me today to inform me that clutch drag wouldnt cause this - they are wrong, also clutches can't be adjusted - they are wrong here also.The fact the replacement from December may have installed wrong is irrelevant they say, and they have taken that installers word as such.


The have closed the case, final verdict being my fault - there is no further discusion they have said.I have decided to take the gearbox to the specialist to repair at a fraction of VWs quote of over £2500 and take small claims route against VW to recoup my financial loss.This has been tweeted on VWUKhelp and i emailed martin.winterkorn@volkswagen.de as well - yet to get any reply however.

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It was paid on credit card (0% offer) second hand from a VW dealer - not the one currently repairing (or not)I will amend formatting on my above post, was sent from phone!

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It has failed very quyickly, the repair that the garage done on it has also failed, so i would not say he car or the rectification was particully fit for purpose.

It is easier to enter a rich man than for a camel to pass a needle

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Winterkorn's secretary usually takes a couple of days to reply so if you can, hold back from taking the car away from the VW dealership. Once you do that you are not going to get anywhere. What happens is you get a note from her and a very quick phone call from VW GB.


I don't think to date you have been dealing with VW GB themselves but a subcontracted organisation who in reality know Jack **it and are not in a position to assess exactly what has gone on.


Ford tried the same thing a few years ago and withdrew the contract pretty quickly if I remember rightly.

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Thanks for your help so far, Winterkorn's people have replied to say they have no say but will forward to"the Brand Manager of Volkswagen UK, Mr Robert Hazelwood, for his information"p>


Also the twitter team have said they will "forward your concerns along with the details of your previous case to our Executive Office who work on behalf of the Directors of Volkswagen UK and they’ll be in touch as soon as possible"The strip and rebuild fee of over £400 has been waived by the repairer at least....

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This is standard response from Herr Winterkorns office but what it does do is get it on the big boys radar at VW GB in Milton Keynes. Now a case file will have been raised and they will be talking to the dealer and engineering departments to get the true picture.


This is the problem with VW/Audi group in the UK. When there is a problem you don't get to talk with them unless you follow this route.


What is likely to follow next is a call from the executive customer relationship centre offering a percentage repair. If the car has never been out of the dealer network then stand your ground. If it has then you need to concede a bit.


It's not really clear as to what the fault actually is from the description given so perhaps a bit more detailed info???


The good news is that it's now being taken seriously at a very high level.


Other factors to bear in mind are to not push your luck and steer well clear of advice about SOGA etc at the moment. Mention that and you'll end up with little or nothing.

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  • 3 weeks later...
  • 1 year later...
What vw is it? I go on the passat world forum and there are many current and ex vw mechanics on there, who can post up official service and fault bulletins directly from vw. Armed with this info you can usually get work done foc if they recognise the fault is a known one,


I would love to know form the technicians how many they deal with. My passat cc has just been diagnosed with possible gearbox rebuilt needed after the clutch part has broken off and ground through the transmission block!


I cant attach pictures as I dont have a high enough post count!

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head office have said they won't pay - i have the legal dept details. - Will start a moneyclaim shortly


How did you get on with the claim against VW? I will be starting mine soon as not happy with the VW brand and would love to know who I can contact if you have some contacts. Thanks

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