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    • we need the exact particulars of claim, not what you have put please.  
    • Thank you everyone for your quick responses I just wish I posted here in the first place    I probably shouldn't have filled in the claim form however on the letter it said I had limited time to do so and because I was dealing with CST law trying to come to an agreement with paying off the debt I didn't think it would get to this point and now I have probably made my situation worst. Of course, I would have posted here first before sending it off had I not been in communication with CST to set up an agreement.    I sent the letter back to the court as some point in early August, the issue date on the claim form is 28th July and the most recent letter I have received 'Notice of fast track' is dated 18th November    If I am honest I can't fully remember what I wrote word for word in my defence, it would have been along the lines of why I left, my reasons and the fact I returned to my old career in an office plus taking a pay cut to do so. There wasn't much room to write a long winded defence so I kept it relativity short.   The above document Andy has posted is the exact document I am now looking at very confused in what exactly I put where    I just want to re-iterate I never agreed with this money I owe due to the training bond but it has gone on for so long at this point I'm happy to set up a payment plan if the balance can get reduced or a small one off payment upfront and this is exactly what I was trying to do prior to receiving the most recent letter    I have had zero communication from CST law, Centrica advised me to deal with them directly and I was waiting for a response from CST with the offer we had put across to Centrica - I chased it multiple times the following weeks and they kept telling me they haven't had a response and when they do we'll contact you which they still have not   Ideally I would rather not give them any money however I feel like I am out of options at what I probably should have done years ago is attempt to get it reduced and set up a payment plan    Please let me know if I have missed any critical info out    Thanks again for everyones help    What is the claim for – the reason they have issued the claim? I left a British Gas apprenticeship within the first 12 months of starting and went back to my old career in an office , my reasons for leaving were down to the completely differant job role which I realised quikcly was not for me and it was impacting my mental health massively. The claim is for a training bond which was in a contract I signed based on a sliding scale Year 1 - £9,000 year 2 £6,000 year 3 £3,000     What is the total value of the claim? £13433    Have you received prior notice of a claim being issued pursuant to paragraph 3 of the PAPDC (Pre Action Protocol) ? Yes   Have you changed your address since the time at which the debt referred to in the claim was allegedly incurred? No  Is the claim for - a Bank Account (Overdraft) or credit card or loan or catalogue or mobile phone account? Training bond due to leaving an apprenticeship before 3 years    When did you enter into the original agreement before or after April 2007 ? After   Do you recall how you entered into the agreement...On line /In branch/By post ? They have sent me a virtually signed document with the contract   Is the debt showing on your credit reference files (Experian/Equifax /Etc...) ? No   Has the claim been issued by the original creditor or was the account assigned and it is the Debt purchaser who has issued the claim. Centrica are claimant, CST law are dealing and the court   Were you aware the account had been assigned – did you receive a Notice of Assignment? I believe so yes   Did you receive a Default Notice from the original creditor? I have had multiple letters like everyone else who has been on the forum over the years regarding this matter   Have you been receiving statutory notices headed “Notice of Sums in Arrears”  or " Notice of Arrears "– at least once a year ? I am unsure, but when I left I had contested the original claim as I was dealing directly with Centrica’s collection team and they never got back to me after the final email I had sent and didn’t hear anything until years down the line   Why did you cease payments? N/A   What was the date of your last payment? N/A   Was there a dispute with the original creditor that remains unresolved? Correct I oringinally contested what was owed back in 2017 and gave my reasons for leaving and I assumed the matter was closed   Did you communicate any financial problems to the original creditor and make any attempt to enter into a debt management plan? No  
    • OK thanks again Andy.   And understood 👍😉
    • Thank you for this. The first thing to be say is that this means that you are winning. It is pretty well unheard of in my experience for the bank to give way and finally return the money. The fact that they have done this under the threat of a judgement for breach of statutory duty indicates even more that they are worried about their position. Nowhere have they indicated that they have complied with the requirements of the Proceeds of Crime Act and informed the National crime agency. I don't believe they have and this is a very serious breach of statutory duty. Not only that it is a very serious breach of the FCA BCOBS regulations in that they are required to treat you fairly. Treating you fairly in this case means that they must comply with the rest of their statutory duties. It appears that they really haven't done this at all and that they have acted in an arbitrary way in disregard of the law and that they are hoping to get away with it. I find myself wondering how many other hundreds of people have been treated in exactly the same way – and you are probably the first ever to have stood up to them and to get them worried. I think I've already indicated that a press contact of mine in the Sunday Times would be very interested in this story. He has already run stories about the very poor standards applied by banks when deciding that their customers are involved in some fraudulent behaviour. The first thing to say about the letter which you have received is that they are trying to apply conditions to releasing your own money. It's your money and there should be no conditions and my suggestion is that you object to this. Secondly, not only are they threatening to continue to withhold your own money – but also they are saying that if they release it to you you will simply have the net figure without any kind of interest or compensation. It's clear that while they have had your money, they have invested it and earn money on it. They have probably been lending it out at between 16% and 20% and although the usual rate of interest is 8%, it seems to me that justice can only be served by repaying you your money plus the commercial rate of interest – at a compound rate. Normally the 8% is calculated at simple. Thirdly, they are not offering to pay you any compensation and clearly they are hoping to get away with it without any kind of sanction or not even a slap on the wrist.   Fourthly, they had the nerve to impose a seven day deadline. Don't worry about their deadline. It's a load of huff and puff. This is all part of their bluff game designed to intimidate you. At the end of seven days – what? Are they then going to insist on going to court?   If they really believe that they had done everything correctly and that the money was fraudulent, then they would not offer it to you back under any circumstances. It would be illegal for them to do so. You can be certain that these people do not want to go to court. In fact they probably wish they had never started.   Finally, they want the matter to be kept confidential – and I can't say I blame them. I would be ashamed if people knew that I had treated somebody else in this way and I'm sure they are worried about reputational damage. I'm also sure that there are extremely worried about what will happen if you get a judgement against them for breach of statutory duty. It will have to be reported to the FCA. It will have to be reported to the NCA. And of course it should be reported to the newspapers because people need to know what is going on. If you want, you can simply accept their proposal – get your money back, given confidentiality – and that's the end of the matter. However, you have no idea how this will impact on your record in the future. I imagine that they will bar you from ever opening an account with them again. – But at least you will have your money and you can get on with your life. However, if you want you can stand your ground and make it clear to them that you are going to be mucked around and treated like this and that you are prepared to go to court if they won't make a proper offer. I understand that you need to pay a court fee of about £350 in the next seven days. I expect that the bank is making this offer now hoping to dissuade you from spending any more money and hoping that you will back down. If you have the money to proceed then I would suggest very strongly that it will be a very serious sign of strength that you tell the bank that you're not interested in that you are paying the fee for the next stage of the court process. If the bank knows that you've called their bluff on this and that you have been prepared to invest further money in moving this legal action forward, then they will start to reflect and I can perfectly well imagine that they will make you another more interesting offer – once again on conditions of confidentiality. Without seeing any further offer, I'm already suggesting that you will probably be best off turning it down. In any event, I would remind you going back several months that I already predicted that the bank would make you confidential offer – and that has happened. I'm not saying that I'm always going to be right here – but I think that now basically the bank have pretty well admitted that they need to pay you your money, there is no chance of you losing it. You will get your money and it really is just a question of how much else you will get in addition. If you'd like to continue then let me know and I will suggest a draft response to them.
    • The cost of living in Britain over a person's lifetime is over £1.5m, new findings have claimed as the nation feels the squeeze amid soaring energy costs and dismal interest rates on cash savings.View the full article
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Vodafone redirect caused fraud on bank account - help #10866316


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Hi

 

 

I was wondering whether anyone has any good letter templates regarding a breach of data protection compliant against Vodafone.

 

 

Basically, I tried to access my internet banking the other day only to be told that I was inputting the wrong password. I knew for a fact the password I was inputting was correct.

 

 

After this failed a number of times I went online and tried to re-set my password with Lloyds bank. If anyone banks with Lloyds then they will know that in order to change your password for online banking they have to call you and you have to enter the 4 digit number provided on the screen. So I requested that they call my mobile phone (which I always do) however I wasn't receiving the phone calls even though it said on screen we are calling you now.

 

 

I tried again the next morning and it still wasn't working so I called Lloyds Bank to see what the problem was.

 

 

I was told by Lloyds bank that there has been fraud on my account, all monies had been transferred from my savings account into my current account and then attempted to be transferred from my current account overseas via Western Union. Lloyds realised this was fraud and did not allow for the payment to go through. Having discussed this with Lloyds and explaining what had happened they advised my that there must have been a diversion on my phone as someone had received the phone call with the 4 digit code and entered it correctly.

 

 

I then called Vodafone who first told me that there was in fact interference/diversions on my mobile and that she would take them off for me immediately. After 1 hour and 12 minutes on hold I called Vodafone again off a different number to speak to someone else to explain my dissatisfaction with Customer Service and distress caused regarding the fraud on my account only to be told by this person that there were no diversions on my phone and that there never has been. I know for a fact the first lady told me there was and that they are not in any breach of data protection.

 

 

I then asked them to confirm what phone calls have been made to Vodafone regarding my account in the 3 days, I was advised that I called them 2 days prior (the day before the fraud happened) requesting a copy of my phone bill to be emailed. I NEVER MADE THIS PHONECALL so there is a breach of data protection as they clearly discussed my account with someone else.

 

 

Well after hours on the phone trying to make a complaint speaking to many different call centres based in the UK, India and South Africa I have still got no where!

 

 

 

 

Can anybody help me out as I am not sure exactly what I need to put in my letter?

 

 

Thanks

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In response to S.O.S sent by fkofilee.....

 

Hi Shelley,

 

Get Lee to have a look............

 

 

CAG has a very successful vodafone Rep operating here.

 

We would advise you to follow this method to alert them to your thread:

 

If you'd like any help from Lee, email your details via the Contact us form here ( http://www.vodafone.co.uk/contact-form/index.htm)

 

 

To access the form, you MUST enter the code 'WRT135' and then state CAG Forum in the question box along with your query.

 

Once sent, you'll receive an automated reply with a reference number. Post this reference in your thread as soon as possible.

 

Vodafone UK.

CAG.

 

Regards,

 

Scott.

 

Send an email to Lee, CAG's Vodafone Rep. You will be sent an email with a reference number.. pop back here and post the reference number in a post and Lee will then look in and help.

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

 

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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In response to S.O.S sent by fkofilee.....

 

 

 

Send an email to Lee, CAG's Vodafone Rep. You will be sent an email with a reference number.. pop back here and post the reference number in a post and Lee will then look in and help.

 

That contact thing doesnt work for me?!?! ekk... Sorry I would have posted it myself.

 

Anyway the OP has now gotten her ref; #10866316 Hopefully LEe will see it soon.

 

Could we amend the title to include it please Cit B :)

 

We could do with some help from you.

 

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

 

**Fko-Filee**

Receptaculum Ignis

 

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reference # added to title

PLEASE HELP US TO KEEP THIS SITE RUNNING

EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 

 

 

 

The SabreSheep, All information is offered on good faith and based on mine and others experiences. I am not a qualified legal professional and you should always seek legal advice if you are unsure of your position.

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Hi, what you need to do is remember the dates and times of the calls to VF so that they can retrieve the recordings. VF don't keep them for long so you need to ensure these calls are protected just in case.

 

If VF state they can't find the recordings, you may need to SAR them to get the account info which may also show up the fraud as well.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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Hi, what you need to do is remember the dates and times of the calls to VF so that they can retrieve the recordings. VF don't keep them for long so you need to ensure these calls are protected just in case.

 

If VF state they can't find the recordings, you may need to SAR them to get the account info which may also show up the fraud as well.

Would it be worth her doing a SAR anyway. Should she try the police. Just wondering

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Would it be worth her doing a SAR anyway. Should she try the police. Just wondering

 

Possibly but at the moment, the only benefit I could see is to get the info on the fake caller and see if they passed security and if so, how?

 

The police may (but equally may not) decide to act as the bank had already stopped the fraud. ActionFraud may be OK though.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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Well Lee @ Vodafone is a complete waste of time, told me to go into the store to sort my broken phone who then told me that they don't know why I was advised to come into store as they could not help. WASTE OF PETROL AND TIME!! As is everybody else at Vodafone that I have spoken with.

 

 

My fraud case is still being looked into and I have been told that I cannot cancel my contract which is due to end in September until the fraud case has been resolved.

 

 

I raised my fraud query with Vodafone on 9th July and have yet received any response or update. However, I am still paying for this shocking service and have been told that until all is resolved or looked into properly at their end that there is nothing I can do about it.

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He asked you to go because the store would send it off for repair. Lee is one of the good things about Voda, regardless of their poor customer service....!

I actually agree with Voda. Leave the account as it is for now, until the investigation is completed. These fraud issues, sometimes take a little while. If its not resolved by the 25th July, let us know.

 

We could do with some help from you.

 

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

 

**Fko-Filee**

Receptaculum Ignis

 

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Well I retract my previous statement about Lee, he has been in touch and been very helpful. The only person at Vodafone that has actually tried to help me!

 

 

However, I have now received a letter from Vodafone to confirm that there was fraudulent activity on my account and that it has now been removed, the letter says nothing more. It states that my online Vodafone account was hacked and that diverts were put on my phone from my online account. Other than my very first phone call to Vodafone about the fraud I have been told that there were no diversions on my phone and that there never has been. This was a blatant lie and delayed me getting access to my bank account.

 

 

I am not happy with this and would now like to make an official complaint to Vodafone. Does anybody have any decent complaint template letter I could use? I didn't have a bank card for a week so very limited access to money during that time, had to take half a day of work to try and sort this out with Vodafone when the problem first came to light. I literally spent approx. 5-6 hours on the phone to Vodafone (nearly 2 hours on my first phone call, wasted a trip to the Vodafone store after being advised to do this and have been very distressed and upset with the whole issue.

 

 

I don't think that a letter confirming that there was fraud on my account and that its now been removed is a good enough response from Vodafone.

 

 

Thanks

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Unfortunately, there is no dedicated template letters for VF as otherwise the forum would fill up with loads of them as almost every complaint we see is different from another.

 

The first thing to remember is that you must head the letter 'Formal Complaint'. Many companies that don't see the words won't treat it as a complaint.

 

Lay out a short paragraph about why you are complaining and follow that with short bullet points of complaint.

 

End with a paragraph detailing what you would like VF to do to resolve this matter

 

Send the letter by signed for delivery so that you know they have received it then start the 8 week period they have to respond.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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Well Lee has again just created more problems told me my exchanged phone would be delivered yesterday between 8am & 6pm waited in all day and it never arrived!! I called Vodafone at 17:50pm to say that I was concerned that the phone had still not been delivered yet only to be advised that the delivery hours are between 8am & 8pm so again sat there waiting until 8pm and called Vodafone back to advise them that it has still not been delivered.

 

 

I was then promised a call back at 9am this morning to re-arrange a delivery suitable to me, never received that phone call but just got a phonecall off my partner who is home today to advise me that the DPD delivery driver arrived at the house but would not leave the phone because I wasn't there to give him my phone. I was told by the manager yesterday to take my phone to work with me so that he could call me at 9am to re-arrange a delivery even if that means delivering it to my work address.

 

 

I am now without a working phone for yet another day!! I have called Vodafone again asking to speak to a manager only to be told that no one is available at the minute but that a manager could call me back today between 1pm and half1 (lets see if I actually get this call back).

 

 

I have also emailed Lee twice asking for him to call me as a matter of urgency as he is the one who arranged the exchange. No response from him either!!

 

 

What a waste of my time yet again!!! Such bad customer service with no one to help me..

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Lee has other people to deal with as well :/

He is clearing up a lot of the mess that is going on here. Look at the threads. Tons on Vodafone!

 

Lee will come back to you. Just relax, I know its priority but it needs to be done bit by bit...

 

We could do with some help from you.

 

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

 

**Fko-Filee**

Receptaculum Ignis

 

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  • 8 months later...

Well at it again with Vodafone, they have not cancelled one of my mobiles under contract even though the agreement end date was 14/04/2016 and despite me calling them in February, March and again on Friday. I have also been overcharged £18+ which is incorrect tried to dispute this and keep getting told I will get a call back but not.... what can I do from here.....???

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