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    • Now I would like to turn to the ombudsman. I understand that you complaint to the ombudsman but I am not aware that you have told us what your complaint was about. Please will you post up here without any comment the letter that you sent to the ombudsman or the copy of the complaint you made the ombudsman. Secondly, please would you post up here without any comment the written decision that you received from the ombudsman. Maybe we can go forward from here.
    • I'm sorry to say but your story still makes very little sense to us. I've run this past the rest of the site team and I'm afraid that they tend to agree. We are going to try and do our best to help you but first of all we really do have to understand the story – and to begin with you should understand very thoroughly that we are no friends of Npower. I'm going to try and summarise what I understand of your case from the Npower letter which you have posted up yesterday. In 2012 you believed that your account was being billed inaccurately. There was a balance of £1498.91 and you consider that this was wrong you contacted Npower in 2013 and they said that the billing was accurate Npower said that the size of the sum owed was due to the fact that you had been making underpayments up until this time eventually you paid £500 so that the balance was £998.91 Npower suggested an instalment plan despite this you continue to pay instalments but at a lower rate than they wanted and no instalment plan was put into place this would mean that your account according to Npower was continuing to fall more seriously into arrears Npower put you into their collections department which means that they started adding charges you then claimed that the electricity metre was faulty Npower undertook to test the meter and Sue Npower's own fault there was a delay and this only occurred in October 2015 according to Npower, that his show that the meter was performing correctly Npower apparently have reversed at least some of the late payment charges which were applied to your account at February 2019, and power say that you owed them £2295.18 p you have pay them £140 so that the outstanding balance at 15 April was £2155.18 p   please will you tell me if you agree with the above summary and if there is anything that you disagree with, please would you very simply tell us which paragraph number you disagree with and why you disagree with it. Please keep it short. No narrative. You're hurting your own chances if you carry on with this extensive narrative. I'm very sorry to say this and I don't want to be hurtful to you.    
    • The earnings for free entitlements only means employment earnings and not the amount of benefits.   So if employment earnings are below the threshold, then send back proof of employment earnings.
    • One more stupid question - If I send the same FOC CQ to HSBC which contains all my bullet points of evidence, does this not give HSBC the 'heads up' regarding how to combat / argue the points I've made? And I send HSBC ALL the evidence too?
    • Hi Correct   I dont know if i am doing this correct by forum rules If not please advise thanks
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My in laws have purchased a settee from Sofology Sofas.

When they went to purchase the suite they tested it for comfort

as this was very important to them as both have cancer

and my father in law suffers with a very painful leg and back since his cancer treatment

and my mother in law has cancer and Lupus which is a very painful illness

and she suffers with severe back pain.

 

 

The suite they picked seemed very comfy.

The only change they made was the material they wanted a cord type material which was all okay.

 

 

They have had the suite for 8 weeks now and are using garden chairs instead of sitting on the settee

and chairs as it is so uncomfortable and when they have sat in it for a while they are in pain.

 

 

There doesn't appear to be any give in the suite so although there isn't a definite fault there is something very wrong with it.

 

 

I have looked at their website and note they belong to the Furniture Ombudsman, not sure what this means.

There is also a 10 year guarantee on the suite.

 

Any help would be really appreciated.

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Hi,

Your first port of call would be the store they bought the sofa from. It may be that the filling is so bad that it has settled so that it becomes firm. A lot of firms use cheap plastic filling whereas I much prefer foam.

Explain quite clearly what the issue is and you never know, they may be able to offer help. If a phone call is made, record it (just in case the refuse to assist)

 

The Furniture Ombudsman has been shown as being next to useless as what they say to the customer is totally different from what they say to the store and rarely help the customer. Why? because they don't want to bite the hand that feeds them!


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Thanks for the quick reply Silverfox. So other than talking to the store there doesn't sound like much else we can do, legally that is? I thought that was probably the case but was hoping the guarantee was worth something?

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I have looked at trust pilot and they have a generally great reputation so I don't think you will have much of an issue with them.

 

The sofa must be at fault in some way as it is so uncomfortable.


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Thank you for your help, fingers crossed for them.

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Is there an update to this issue, please ?


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Hi there,

I am so sorry to hear we have let your mother and father in law down. I understand this must be a stressful time and furniture is the least of your worries. I would really like to look into this further for you. Please can you provide me with your in laws reference number or postcode? I will need to speak to them first to authorise you on the account, but after that I am happy to assist you directly if that is easier.

Thanks, Kylie

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Unfortunately due to their health problems they haven't been able to take this any further. Thank you for your help.

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