Vanquis Being Unreasonable? - **RESOLVED**

[fkofilee]

Im stuck in a terrible dilemma. One that you think that would be made easier by the fact that I think the request is simple.

 

Back last year my Vanquis went over its limit by accident. I left it for about a week as I was working and wasn't a priority. I rang them up and promised a repayment plan for payment to be made within 10 days, they accepted. During that time, I received no less than 18 calls in a week pestering me.

 

They sent me SMS Confirmation of this plan and had the INCORRECT Payment date (It was out by 2 days, so naturally it made me worry)

 

Naturally being me, I was furious and asked for the CORRECT Date of the 28th. I was told not to worry as it had been intentionally done like that.

I said I want a text with the correct date as should anything go wrong, I kinda have proof. Eventually the gave in and sent it to me, payment was made etc.

 

From that point i decided to put my foot in it and tell them they couldn't have my mobile telephone number or any number for that matter.

 

I complained and complained and finally got the numbers removed but informed them nicely that they could contact me via email and letter. But now every time i ring up I am interrogated by their staff as to why I wont give them my contact numbers.

I have even asked Vanquis CR to add a note saying not to ask or confirm numbers with me, but they have refused.

Im tired of this and I sent them a counter letter stating that they could have my number on a few conditions;

 

a) No more collection calls, If it goes over again, I will be aware and I will contact them if I need their help

b) Only use the number to inform me of important changes etc or something that may affect me etc.

c) no Marketing at all about services or their Option Repayment Plan BS.

d) Correct information is given every time.

 

They have refused this and they have said Quote

 

We cannot agree to your terms of using your telephone number

 

Then today when I rang up to query the letter I had received I was told (And this is purely spiteful IMO) when I said that I was going to leave as it is.

 

We at some point may decide to terminate your agreement because you arent complying with our T & Cs regarding your contact number. We also may just add it in when you contact us anyway.

 

I consider that unreasonable. I want to quote the Collection Guidelines set out by the OFT and also make a mention of the FCA CONC Rules.

 

I enjoy my peace and not having unsolicited calls. Are they allowed to tell me that and force me to give them my Mobile number.

[citizenB]

Is there a provision within their terms and conditions that says you MUST provide a telephone number ?

 

It is your legal right to be contacted in a manner that is acceptable to you. Letter/email. What if you were deaf and unable to use the telephone ? You should be able to block your number when phoning them. However, if you don't want them to contact you by phone.. my suggestion would be.. don't phone them ?

[fkofilee]

Well heres the thing CitB Iad agree, however there are certain things I cant do on their Online portal which I would need to ring them for.

One thing Ive said to them is that if there are any fraudulent transactions etc then they will need to contact me. Their response to that when i told them...

 

Its your problem...

 

I did bring up previously the what if your deaf etc

 

Well you're not so it doesnt apply

[citizenB]

Vanquis is not the most user friendly of card providers - you have probably seen me mention that they are no different to a Rolling Pay Day loan. I would say if you are going to be in a position to distance yourself from them any time soon.. then take it !

[fkofilee]

Vanquis is not the most user friendly of card providers - you have probably seen me mention that they are no different to a Rolling Pay Day loan. I would say if you are going to be in a position to distance yourself from them any time soon.. then take it !

 

I have seen you say that and I fully agree. I used to be with Capital One and MBNA. Both had no problem with the Telephone number restrictions i asked about, hell they even complied with them...

But Vanquis... Noooooooooooooooooooooo... They are essentially a rolling payday loan however on a balance of £500 the Interest is around about £12 - £15 so not as high but still bad.

 

Im going to start paying this card of properly now, theres around £200 left to pay and its going at £50 a month against the actual balance. I think that I will distance myself from them pretty soon........

[citizenB]

[mikeymack2002]

fkofilee

 

 

Having dealt successfully a few years ago with these animals I simply used a payphone box number and all the calls stopped.

 

 

On a different note have you checked the agreement properly? if not send off a CCA request see the library

 

 

Also it may pay you to do that or send a SAR to them get all the statements and check to see if they added their Repayment Option Plan (ROP) without telling you about it. Miss-sold. They are notorious for doing this and as you will see from my threads and those of others what you need to do and that is to reclaim them all back + interest as well.

 

 

They put up a lot of rubbish saying that its included it is not it is an optional extra please check this out. If you have been charged for over/late payments get reclaiming them as well.

[fkofilee]

Yo... thanks for the advice MM2002 - They do hold a valid CCA, card is only a year old.

I got another phone call from them the other day telling me I was in Arrears when im not actually in arrears. I have asked them to reduce the credit limit on the card... THEY REFUSED!!

 

Until last week there was no number on the account until they decided to "ADD" one. Well I kicked off and decided today enough was enough.

 

I changed my mobile number with them to mirror the number for all business calls I have on a separate mobile. I gave them that number on Thursday telling them NOT to contact me on my current number

Well guess what, their Trace Team decided to change my number BACK to my old number without my consent because to conserve my battery on the other phone as I was out, i set it to Airplane Mode and forgot to turn it off.

 

Today I sent them a letter before action outlining key elements of the Data Protection Act and Collection Guidelines that they have breached. Technically I am a debtor until the card is closed which ever way you look at it.

 

Ill let you know how I get on... Could someone please change the title of the thread to include [Letter Before Action Sent] ?

Edited May 25, 2015 by fkofilee
LBA Sent, Update Given

[silverfox1961]

I have changed the title as requested.

 

You have been more than reasonable in your dealings with them and have maintained contact over this time therefore you can demand they only write/email you as you are willing to deal with this in writing. They can do nothing. If they do phone again and you pick up, remind them of their obligations (making sure to record them too) At the end of the call, mention that you have recorded them and listen to the choking noise on the other end.

 

Also, make a note of the date and time of the calls so that when you SAR them, they can access their own recordings to send to you (if they have been silly enough to store them)

[fkofilee]

I have changed the title as requested.

 

You have been more than reasonable in your dealings with them and have maintained contact over this time therefore you can demand they only write/email you as you are willing to deal with this in writing. They can do nothing. If they do phone again and you pick up, remind them of their obligations (making sure to record them too) At the end of the call, mention that you have recorded them and listen to the choking noise on the other end.

 

Also, make a note of the date and time of the calls so that when you SAR them, they can access their own recordings to send to you (if they have been silly enough to store them)

 

Thanks Silverfox...

I agree... I'm trying very hard to deal with them, but ive had enough of them, especially after today. I recorded the last 9 minutes of the call today as I wanted to summarise it ready should i need to use it as evidence

[Bazooka Boo]

Another one for the FCA......

[fkofilee]

Another one for the FCA......

 

You really think? I want to, but im frightened ill just be laughed at...

I sent a copy of the letter via email to Peter Crook and the Vanquis MD

 

I also included Guardian and Watchdog along with The Mirror. Is 14 days for a LBA too short?

[Bazooka Boo]

God no, I'd be complaining to everyone!

FCA, FOS, BBC Watchdog, my local MP, everyone I could think of!

[fkofilee]

Thats what I thought. Thanks again

Keep you posted....

[Bazooka Boo]

Is 14 days for a LBA too short?

 

No more than generous!

[fkofilee]

Arh guys... Vanquis shot themselves right in the foot today... MASSIVELY.

 

So....... I received this letter today.

 

Dear Fkofilee

 

CONFIRMED RESIDENT

 

Having conducted searches using Credit Bureaux and Consented Application Data our tracing team has confirmed you as a resident of the above address.

This means you have not chosen to respond to previous correspondence sent to you at this address.

 

We urge you to contact us immediately tp arrange payment to bring your account back within the terms of your credit agreement.

FAILURE TO RESPOND WILL RESULT IN US TAKING FURTHER ACTION IN THE FUTURE

 

PLEASE DO NOT IGNORE THIS LETTER...Call us on 03300993023 to discuss this further...

 

Andrew Laing

 

For the last 3 years I have resided at the address listed on the account with Vanquis. The account is also not overdrawn either...

I am really F***** off right now. Ive been confirming this address with Vanquis for a year now. I havent moved or given them another address!

 

I rang this morning and spent 1 hour 20 minutes on the phone . They want to raise another complaint and take 8 WEEKS to investigate... Yes, I have recorded it...

 

Sorry Fkofilee... We have processes to follow and must take 8 Weeks as per the complaints guidelines to resolve your issue. Your LBA is irrelevant in this situation and will not be taken into account although you have already complained to us.

 

Please tell me the above is some sort of joke.... And that im having some sort of nightmare.

[Bazooka Boo]

Well they will be extremely dull to ignore a LBA, don't forget the telephone jockey you were talking to

has probably only just been promoted from flipping burgers in the golden arches, and will be reading from a script.

 

Stick to your guns, if they have failed to respond to your LBA in the time you stated then escalate it beyond their control.

 

This is a separate complaint from the one you have already lodged yes?

 

I have had up to 14 (fourteen) complaints against the DWP at any one time over the last 3 years, two of which went to tribunal,

they cannot claim that one complaint is the same as the other, therefore the time-scales differ or reset.

 

(have you got truecall?)

 

FOS when they fail to rectify your LBA.

[fkofilee]

No i dont have truecall, however i have custom firmware on my phone with a call recorder built in.

Well it is and it isnt... Its ongoing from the original issue but, the letter i received is something new.

[Bazooka Boo]

OK, so the LBA is for an ongoing complaint, and you've made a fresh complaint to them about this

computer generated garbage above?

[mikeymack2002]

Well just to let you know just how annoyed Vanquis get if you say " hold the line a moment whilst I play you the last episode of my call logs" normal reply "you cannot record me without my consent" oh yes you can, also state that this is the final warning to your company regarding contacting me on the phone when I explicitly told you in writing only"

 

 

I even went as far as registering with MCOL and filling in a claim form, but at each page I took a screen shot, saved it, then once I had completed the form without paying for it, I put it on hold, then compiled a letter of complaint to the CEO with all of the screenshots included. Guess what no more calls either.

[fkofilee]

Woah!!!

 

Check this out, letter this morning from them dated the 27th of May; (Just an extract)

 

Since making your previous complaint regarding telephone numbers, our process has been reviewed and we are in the process of introducing a new policy that allows cardholders to correspond with us in writing rather than by telephone.

Whilst this new policy has not officially been implemented yet, in view of your Letter Before Action, I have applied this new process to your account. All telephone numbers have been removed from the account except for one which will be used for fraud prevention purposes only.

 

Right now... I am actually happy about this!!! Im actually jumping for joy because the FINALLY Listened to exactly what I was going on about!...

 

Any thoughts folks?

[honeybee13]

Well done, FKO, that sounds like an excellent result.

 

HB

[mikeymack2002]

Whilst a customer of theirs I had this issue and it got to stupid o'clock times a day the phones ring, then if their in house bullies start then its worse. My result end up with a F&F for next to nothing so was so pleased to get rid of them..

 

 

Well done to you

[fkofilee]

Thanks for your input MM2002, Im currently an active customer with them.

 

They finally caved in after much pressure from me and the LBA... I just wish it didn't have to reach that far...

 

Also they have refunded all the over limit fees over time so they have done their part...

It's now time to leave it to rest...

 

Any chance we can update the thread to show (LBA Completed - No Further Action Required)

[honeybee13]

Well done, FKO.

 

I've done a slightly shorter amendment to your thread title that I hope still reflects the result.

 

HB