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BT debt: Collect Direct chasing me for an unjust, aged debt


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My tale is a familiar one for many BT customers so I will not go into too much detail

other than to say that my home experienced a significant telephone line fault in Dec’13.

It took several weeks (and so/too many phone calls; repeating the issue time and time again) for BT to acknowledge

that I had waited too long and that an attempted repair, the following month (some 3-4 weeks later), would be a good idea.

 

After a very frustrating telephone trail,

I eventually was contacted by an escalations team who appeared helpful at first; arranging for engineer’s to visit.

They decided to condem a telegraph pole in my garden; suggesting it would require a heavy engineering job to replace/fix.

 

 

At this point, I had had enough of this multi-national treating a customer with no regard whatsoever.

I decided to switch my telephone/bb provider, told them that I had done so and simply cancelled my direct debit.

 

 

When I called the same (initially helpful) escalations team, shortly afterwards, to ask when the defective, dead pole would be removed from my garden,

they simply said that they couldn’t help me since they had noticed that I was no longer a customer.

This attitude reinforced that I had made the right decision to leave.

 

For a few months afterwards, I did receive the occasional e-mail suggesting I had an overdue balance to be paid.

From memory, the suggestion was that it was a cancellation fee.

Considering my experience with them and their total disregard for me, I ignored these e-mails.

 

 

I recall feeling that I was prepared to have some reasonable dialogue with them yet these systemic e-mails always had a default statement

suggesting there was no point in replying to the BT e-mail address, from which the reminder was sent,

since it was not monitored. Instead, customers were to take their chances and enter the BT telephone maze.

You can imagine why I had decided that I wouldn’t be giving that particular telephone lottery a go again.

 

For a period of several months (6 or more), no more BT messages were received until recently.

In the last 2 months, I started to receive periodic demands again.

Like before, I’ve simply ignored them, for the same reason and felt that their computing system was simply randomly sending messages out

in a sweep of closed customer accounts.

Very recently, one e-mail suggested the debt will be sent to a debt collection agency.

 

Today the debt collector agency called our home and said this had to be sorted before it gets any worse;

suggesting that I owe BT £275 because, unbeknown to me, they have continued to charge me for BT sports and anti-virus PC protection.

With my new TV/BB/telephone provider, I receive both of these services as part of my bundle

so I haven’t taken advantage of these BT services, let alone been aware that they are allegedly still providing them.

 

What should/can I do?

 

 

Do I have any legal rights?

 

 

I’m ready to follow any advice to have the debt collectors back off

- assuming this is within my rights for them to do so..

....or will I need to give-in to BT's demands?

Edited by citizenB
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Which powerless pet DCA are they using?

 

CCS ?

 

If they ring again, then laugh and hang up.

 

You really need to enter BT's lethargic complaints process, and have you checked your credit file yet?

Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!

 

 

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Please check your credit file to ensure that they haven't been trashing that.

 

You need to send a formal complaint to BT's head/registered office. If no resolution, your options are the Ombudsman or to issue a small claim through the county court.

 

Can you please let us know who the DCA is ?

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4: Staying Calm About Debt  Read Here

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1: How can BCOBS protect you from your Banks unfair treatment

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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I see that you've provided me with a copy of their complaint handling procedure. Others have kindly recommended that I send a formal complaint to BT's head/registered office. I'm wondering which of the two approaches is likely to have the biggest/quickest /positive impact.

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I see that you've provided me with a copy of their complaint handling procedure. Others have kindly recommended that I send a formal complaint to BT's head/registered office. I'm wondering which of the two approaches is likely to have the biggest/quickest /positive impact.

 

The CEO at their Head/Registered office would IMHO be the best route. By using their complaint handling procedure, you will go in at the lower end of the complaints system where you will have several layers of people trained to frustrate you and get you to go away.

 

Have a read of our Customer Service guide before embarking on your complaint.

Have we helped you ...?         Please Donate button to the Consumer Action Group

Uploading documents to CAG ** Instructions **

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE

2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

4: Staying Calm About Debt  Read Here

5: Forum rules - These have been updated - Please Read

BCOBS

1: How can BCOBS protect you from your Banks unfair treatment

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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Have we helped you ...?         Please Donate button to the Consumer Action Group

Uploading documents to CAG ** Instructions **

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE

2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

4: Staying Calm About Debt  Read Here

5: Forum rules - These have been updated - Please Read

BCOBS

1: How can BCOBS protect you from your Banks unfair treatment

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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All good advice. I'm grateful.

 

 

When you suggest entering at Head/Registered office, am I right to assume you mean BT's rather than CD UK's?

 

 

After all it is BT who, in my opinion, handled the situation poorly.

 

 

Alternatively, citizenB, are you suggesting I go now to CD UK since the matter/debt now appears to be in their hands?

 

 

I intend to take this approach right away hence my question.

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I'd ignore CD uk

no DCA has any legal powers

they are NOT BAILIFFS

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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