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    • in this instance DCBL are operating as mere powerless debt collectors, a DCA.   a DCA are NOT BAILIFFS and have  ZERO legal powers on ANY debt no matter what it's type.   if their client really had a debt in your name, they'd contact you themselves.   as long as they know your correct address it is safe to ignore silly threat-o-grams.   and tell the others that too.   dx      
    • Hello all.  I'm looking for some advice if I may.   I received a Notice of Debt Recovery dated 26th May from DCBL relating to an alleged debt of 71.08 that apparently I owe to East London Energy/Engie. The problem is, I don't recognise the debt at all and when I moved out of the property I lived in which was served by ELE/Engie, my account was all up to date as I pay by direct debt. I even left them with my forwarding address, which they still have on their records and the closing bill was sent to that address.   DCBL are saying that ELE have sent me correspondence about this debt that I've failed to respond to. But the first I have heard about it is the DCBL letter itself. It's totally flummoxed me.   Here's the problem though, ELE never, and I mean, never, answer their phones. I have called about 30 times, no word of a lie, every day since receiving their letter. Not once have I got through to someone. They're not responding to my emails either.    On the local residents group on facebook there loads of households moaning about the same thing. Lots of them have received these letters, some have managed to get through to speak to someone, some have been told it's an error, others have been told 'you owe the money, tough pay it'.   Everyone is complaining that they can't get through to ELE to speak to someone. I don't know what to do.   Apparently if I don'y pay DCBL by 10th June they will review my case for legal recovery. It all seems desperately unfair, especially when I was the one who was informing ELE when they messed up their billing or failed to take a direct debit. I'm scrupulous about my bills. If I genuinely do owe the money I would have gladly paid it, but I just can't understand where this alleged debt has come from.    Does anyone have any advice? I'm at a loss but really don't want to pay DCBL for this debt I have no knowledge of and their added administration fee. 
    • Hi all, I hope you are all well in this strange time? I'm trying to assist my cousin in a complaint that she has with the PDL Uncle Buck, and I've reached a stumbling block. Loan Amount:       £400 Charge for Credit: £350 Agreement Date: 05-Oct-2018 Disputed Balance: £276.79 From initial information I've seen it's been a comedy of errors with there administration side, but for her, misery. Original Payment schedule sent out to her started from 26.03.2019 - she questioned this. They never replied, so took it as that was 1st payment date. 7th Nov 18 she gets a Missing payment and a charge. Questions this, they adamant charge stands as it was a clerical error, she again disputes. 3 weeks of in arrears messages, they eventually agree to refund £15 - but now insist on I&E as she missed the payment - no change in circumstances. She asked for 3 days grace til payday. No reply.  Default notice issued. This eventually gets it self sorted and they missed payment was factored into the remaining. Dec 18 her fiancee passed away, no way to afford the payments & funeral costs until insurance settles  - UB continue to harass despite telling them the issues. Some how she finds the cash an pays something towards the balance, just to stop the harrassement. She loses her job in Feb 2019 - informs people she owe money to, that now on uni credit. UB state that if she pays x amount they can do a payment plan as she's already in arrears. I told her it's against FCA Conc regs, she emails them - nothing back. No chase emails / calls or anything till end Apr. Settlement offer - pay £355 and we will take care of the remaining balance of £535 she emails them to say she can afford £50 pcm based on the the settlement - they agree. August she gets a statement, remaining balance £235 - they had not used the settlement figure as this was to be paid in full only and also incurred missed payment charges(?) I write an email for her email requesting DSAR etc sent on 1st Sep - acknowledged 10th Sep - info sent through 10th Oct - Account was placed on hold from sept til receipt of DSAR. DSAR shows - comment of being financial difficulty, on UC, payment schedule - 9 call attempts, 4 CPA attempts (she requested this to be cancelled 2mths after taking out loan) list of charges and interest after being informed on UC and put into payment plan. Complaint goes off - complaint partly upheld - £235 still outstanding. Complaint again. Account on Hold again. Fast forward to Jan 2020 - Complaint still being looked into will have response within 6weeks.. Email received - Settlement remaining Balance £320 (they added further charges!) can do 40% settlement in 2 payments. Email goes back stating it's under investigation, would accept £150 settlement but over 5 payments. No reply. 21st Feb - Email Settlement remaining balance £276.79 - can offer settlement figure of 195 but require a payment of £55 within 3days --- this is still despite her being on UC and no reply to settlement. She replies - stating can not afford £55, can do £10 pcm to settle. - They accept, but the balance is now 266.79 and not the 195. No acknowledgement. Payment schedule issued for 10pcm totaling 266.79 -- questioned again - no reply or acknowledgement. March - she notices that UB is no longer on one of her Credit Reports. I told her to check Credit Karma & Totally Money - Both show that they are marked as "Settled"  £0 balance from 03/03/2020 So left it as that. May she gets a call from UB collections, chasing £266.79 as she's defaulted again on her agreement (note - they've never acknowledged any questions) - she informs them that as far as she and her credit reports are concerned she owes nothing. Also stated that even if she did - it should be written off, incorrect balances and reporting and as it's gone against CONC where they insisted on a Payment to set up a payment plan. Person raises a complaint on her behalf and said she is going to get the Credit reports amended as it was a clerical error. 26th May - Sum Of arrears notice " On 05-10-2018 you entered into a fixed sum credit agreement with us under which you borrowed £400.00 repayable by 6 monthly instalments. Your arrears under the loan agreement The opening balance (which is the total amount that is due and owing under this agreement) at the date of the previous Notice of Sums in Arrears (dated 26-11-2019) that we sent to you was £318.27. On this date, the payments that you had failed to pay when due under your credit agreement amounted to £259.29. We are required to periodically send you Notices of Sums in Arrears, at intervals of not more than six months, while you remain behind with the repayments due under your credit agreement. The balance now due under your loan agreement on the date of this notice is £266.79. The total amount of your arrears (the sums that you have failed to pay in full when due in accordance with the terms of your loan agreement) is £207.81" 29th May -  We acknowledge your complaint and are sorry to learn you are dissatisfied with our service. Uncle Buck Finance LLP T/A Uncle Buck (the Partnership) was placed into Administration on 27 March 2020. I confirm that Paul Boyle, David Clements and Tony Murphy of Harrisons Business Recovery & Insolvency (London) Limited were appointed Joint Administrators of the Partnership. They are licensed to act as Insolvency Practitioners by the ICAEW. They are bound by the Insolvency Code of Ethics when carrying out all professional work relating to an insolvency appointment. Today - Final Response:   How Uncle Buck understands your complaint You are unhappy that according to your credit file the balance of your loan had been settled and now you have been advised this is incorrect due to an error made by an agent. Our Investigation and outcomes  An email was sent to you on the 21/2/20 offering a settlement figure of £193.75 against your outstanding balance of £276.79 and that if accepted this would close your account. We advised that we needed a payment of £55.35 to hold this settlement offer. You responded to the email the same day advising that you were unable to take advantage of the offer and asked if we would accept your original offer of £10 per month. We responded on the 24/2/20 asking you to complete an income and expenditure form. This was sent back to us the same day. On the 25/2/20 we advised you that we accepted the offer of £10 per month.  You then responded with the date you would be making the payments, confirmation of this was sent on the 26/2/20.  You then queried the amount outstanding; Claire then spoke to you to discuss why the balance was not the £193.75 as this was a settlement offer. < She has never spoken to anyone about this. -- the person who raised the complaint said an email was sent out! As previously advised the agent who made you a partial settlement offer on the 21/2/20 made an error and added a code to your account which meant that your credit file was shown as partially settled. This has now been corrected. I apologise that this error was made and will be upholding your complaint.  However, I can not agree to write off the balance due to this error.   At no time did you receive correspondence from Uncle Buck advising that your balance had been paid.  You were advised on several occasions after this date what the balance was and a payment plan was agreed. Please contact our collections department to discuss the arrears on your account by the 11/5/20.  If no contact is made then collections activity will commence and your account will be removed from write only. This is our final response. Please note, any complaints raised to the Financial Ombudsman Service (FOS), will be directed to Harrisons Business Recovery & Insolvency (London) Limited.  They are no longer dealing with any complaints raised for the Partnership. And that's where I come to a block - they are saying that FOS will not deal with this complaint, really do not know what next steps are for her to get this resolved. Am I correct that they should not be asking for a payment to agree a settlement especially when someone has declared financial difficulty Any advice would as always be grateful  
    • Please dont forget dca's are NOT BAILIFF s and have ZERO legal powers on ANY debt.   might pay you to read a few threads in the debt self help forum too you'll soon get the idea   Dx
    • Fair enough London1971,    London1971 and Dx thank you for your help, I really appreciate it.    I'll keep you posted on what happens.    Stay safe, take care.    FSR
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JuggiDangerous

Vodafone customer service or the lack of..

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I have been a voda customer for many years

I decided to switch to a sim only iPhone plan around 2 weeks ago

 

 

was promised along with unlimited calls & texts and

8gb data with additional sure signal box extra

2gb roaming data at no extra charge.

 

 

Rang a few days chasing up my sure signal box was there one?

No! Apparently no record at all including the 2gb roaming data I was promised.

 

 

2nd time I was promised this again along with extra credit of £60 to my account for my trouble

 

 

Chased it up today this morning

nothing on my notes again about the deal

but they said they have sent out my sure signal box but I have not received it.

Trying to explain all this again but no resolution.

 

I have asked for my Pac code

was sent a text and email of my pac code and shortly after I had my line cut.

 

 

I have been without service all day

tried their online chat who promised will get my line restored in 30 mins as from this morning but no service.

 

 

I have shortly Just got back from customer services had to call off my landline from home after work

who have now said will take till midnight to restore my line.

 

 

Totally gutted and disheartened of the level of service from a well known global brand Vodafone.

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I have been a voda customer for many years

I decided to switch to a sim only iPhone plan around 2 weeks ago

 

 

was promised along with unlimited calls & texts and

8gb data with additional sure signal box extra

2gb roaming data at no extra charge.

 

 

Rang a few days chasing up my sure signal box was there one?

No! Apparently no record at all including the 2gb roaming data I was promised.

 

 

2nd time I was promised this again along with extra credit of £60 to my account for my trouble

 

 

Chased it up today this morning

nothing on my notes again about the deal

but they said they have sent out my sure signal box but I have not received it.

Trying to explain all this again but no resolution.

 

I have asked for my Pac code

was sent a text and email of my pac code and shortly after I had my line cut.

 

 

I have been without service all day

tried their online chat who promised will get my line restored in 30 mins as from this morning but no service.

 

 

I have shortly Just got back from customer services had to call off my landline from home after work

who have now said will take till midnight to restore my line.

 

 

Totally gutted and disheartened of the level of service from a well known global brand Vodafone.

 

Update: It is 0155 hrs still no service on my mobile

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Hi and welcome to CAG. Sorry you were missed.

 

What you have incurred is just another case of Vodafones ineptitude. It seems very strange that the customer services team cannot find a recording of the call and listen to what you were promised. The reason! VF don't keep call recordings for very long. In some cases, they delete a call within 3 days.

What are VF trying to hide?

 

Anyway, I suggest you use the PAC code as soon as possible so that you don't lose the number and go with anyone but VF. All companies have problems but lots less than VF (the most complained about company last year)

 

I also suggest a letter of complaint to their head office. Stay off the phone unless you can record their drivel and insist they record the call and keep it safe.

 

As you signed up to a SIM only contract, I think you should keep a check on your credit file as it is likely VF will try to continue charge you for the (non existent )service and when they don't get it, they will mark your credit file adversely resulting in higher borrowing costs. This is why I suggest a complaint as any action must stop. If they continue chasing during a period of dispute, that is grounds for further complaint.


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 rang up this morning and they have restored my line. They said they will compensate me £1.97 for the privilege.

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Congrats on having your line restored with £1.97 compensation. This is Vodafone for you.

Consequently your thread has caught the eyes of Vodafones Twitter team...

 

So where are we at right now?


 

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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Congrats on having your line restored with £1.97 compensation. This is Vodafone for you.

Consequently your thread has caught the eyes of Vodafones Twitter team...

 

So where are we at right now?

 

Well I'm a sucker for punishment proceeded to vodafone upgrades team this morning was promised on the iPhone sim only tariff on £15 which is unlimited texts&minutes 5gb data plus an extra 2gb so 7gb data a month and a sure signal device for foc. Was promised a text from the lady about the confirmation of upgrade. Rang in my brek at work no sure signal box again told customer service to listen in to our conversation this morning and was promised a £69 credit onto my account. I have not even mentioned yet the extra 2gb data I was offered on top of the 5gb plan so will have to chase this up again also. Do vodafone attempt to lasso customers with deals that ain't ? My mobile no ends in 111 if the Vodafone team wants to resolve my issues.

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You have numerous options on this one. You can either...

 

- Complain to the Directors Office via email

- Letter in your complaint to Customer Relations / Directors

- Via twitter which we can put you in contact if need be, but Id ask that you keep us posted on the matter

- Talk to Customer Services again...

 

Which do you want to do?


 

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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The irony !! At the start of this post I requested a PAC code which I received and then they cut my line I couldn't of even got to use it due to you need to have an active line so you can be transferred to another network provider. Try twitter option I think.

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I have got in contact with Vodafone for you over Twitter, I suspect they will ask you to DM them, if so then ill let you 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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"Thank you for your call to Rucinder at Vodafone.

I'd like to confirm that we've agreed the following upgrade on your mobile number 111

 

You've chosen a SIM-Only agreement.

The bundle you've chosen is a 20GB Red Value (Winter Sale) Sim plan, which includes Unlimited minutes, Unlimited texts and 20GB data at a cost of £22.2 per month including VAT. for a minimum of 12 months.

 

You can keep track of your usage, billing and check out all terms & conditions on your Vodafone App (available through the Google Play store) and online at vodafone.co.uk/myaccount

 

Thank you for staying with Vodafone."

 

They have now put me on a higher price plan which I never chose.

 

 

Thanks will wait and see what they do.

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HI Huggi

 

It appears that Vodafone have asked that you tweet them directly, but I dont think this is going to help you. Can i make a suggestion.

Id complain to the CEO team via email. Complain via their CEOS (You can get the emails from CEO Email) and get some real compensation and a full apology.

I think you could really take them for their terrible service.

 

FKO


 

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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Hi

 

Had a phone call from Vodafone on behalf of CEO office had a satisfied result they have sent me a sure signal box and £70 credit for my troubles. Just hope in future upgrades chat/telephone will record and note agreements when upgrading. Thanks to the above who have helped and read my posts.

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I would suggest that in the future YOU record any calls with VF. They don't need to be told unless you intend to publish the recordings.

 

Glad you got this sorted.


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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