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    • Amex as with any creditor must help you the FOS should go with you and make them remove all interest charged from the very 1st time of asking for help. the FCA regulations actually almost dictate it, they most certainly clearly state that if the are FCA registered they must help.   it's very telling they have no marked your credit file....almost as if they know they are wrong. it's also telling that an irresponsible lending complaint might well be in order hear too, they can just keep upping the credit limit without checking you can pay. and ofcourse covid plays its part here and they've already admitted as they allowed payments holidays until october in line with the rest of the industry and they should be continuing that. you problem is you keep using the phone, no paperwork no record of things discussed. i'd get an SAR off to them. and get the comms/account log and all the statements from day one and go nail them.
    • Hello CAG, Bit of a long post, may want to get a cuppa before starting reading... 😁   after being a lurker for many years and trying never to get into a mess with credit cards like i did 20 years ago, i've got myself into a mess with Amex... I've tried being open and honest with them, but now getting the feeling they are messing me around.    Its not a chargecard, but a Nectar Credit Card with them. TAKEN out 2016. Balance is just under £15k as of today, was almost at £17k.  Debt still owed by Amex, not been sent to NCO/Arrow etc - YET...    Background (short version): Was all fine with more than min. payment (£500 or so), being made until April 2020 when a number of things reduced my monthly salary from work (mainly, take a pay cut or be made redundant), so I soon quickly realised i needed to tighten my belt quickly. Phoned Amex, advisor said nothing they could do except Payment Holiday. Was put onto that for 3 months, told that Amex will be in touch at the end to restart payments. I asked about interest being stopped/frozen/reduced - not possible. So agreed to payment holiday to give me breathing space. 3 months came and went, no contact from Amex... No payments made, interest still racking up at around £300 a month...    Rang Amex back (July 2020), we cant do anything today because your in the middle of the statement cycle call back next week. Called back week after, no solution yet (i asked about things i seen on Amex US website = Regain program - basically freeze card, lower interest rate and pay a set amount for 12 months - more about this later) > Not available in UK yet.   Want to stay on payment holiday Mister B? I asked if there was any way interest could be stopped as this is making the balance increase and increase. No. Do you want to stay on Payment Holiday? Ok. (Bear in mind, if i came off Payment holiday. Minimum Payment was around £570 per month.  So, stayed on payment holiday... Didnt hear anything from Amex again. Called back up in September 2020. Please call back in October after 10th and we can assist.   Called back after October 10, went through loads of stuff, different options etc, was warned that Payment Holiday might not be extended much longer, but now have a program. Worked out with Amex woman that i could pay around £200 per month. But please stop interest - no we cant but we can reduce this down to 9.9APR instead of 23%... . Amex woman said she needed to submit details to 'Seniors' at Amex, please call back next week for update.   Called back week after, advised that first Amex woman was wrong and had made mistakes, shouldn't have told me what she had told me, £200 is too low, minimum would be £389 per month for 12 months or account will default. Told Amex woman 2 that couldn't afford it, went through this last time, etc etc. Amex woman 2 went off, came back, £329.74 is minimum they can possibly accept, 12 months at that amount per month and interest would be lowered, but not stopped. If you dont take out this 'Program' then account will default and will be passed to NCO or Arrow (I hate them both).  Went off, tried to get loans etc, all refused. Rang Amex back, reluctantly agreed so i can keep credit rating at 'good'.  So, been paying since Nov 2021 @ £329.74.    Letter arrived in December - due to out mess up with moving accounts around whilst on payment holiday, we are going to give you £3074 back. Logged into account, only £30.74 refunded, not £3074. Phoned Amex cos thought it was a joke/mistake - Spoke to some bloke - Oh dont worry, the rest will be applied to account automatically in 7 days. he advised was genuine but then got cut off during call. Called back, spoke to some other bloke, yes, looks genuine but please hold... Came back 10 minutes later. Oh, its a mis-print, you are not the only customer to receive one of these. Each should have been £30.74 not £3074. Me = Gutted.    Wrote a letter to Amex saying how dissatisfied i was with general customer service and felt they were incompetent, blah blah etc. Final response received, Complaint partially upheld, heres £150 credit because we were a bit silly, but thats it. IF your still not happy, go to FOS. Opened a case with FOS... Have sent them the complaint letter to them and have had a call from them about this... FOS are backlogged though and will take another 3 months for complaint to be looked at by them.   Let me make this 100% clear, fully admit to owning the debt, yep, ive spent this money (wish I knew what on, cos having got much to show from it - just general stuff and holidays)... Not trying to shirk out of it, trying my best to keep up with re-payments but im really struggling. After I got paid on 1st April, after paying all outgoings i had £9.83 left in current account so am having to go into overdraft each month which is just a vicious circle.  I would really like to NOT have to down the default route and trash my credit rating and then have to deal with the morons at NCO / Arrow etc.    Meanwhile, this is where I need the advice of the CAG experts... - Credit Limit increases... These were coming every few months and it was just being upped and upped and upped. Credit limit eventually was stopped at £15,400. Some of the increases I never even received letter for, just noticed when I logged into account. >>>> Would this be a case for irresponsible lending?   - Stopping interest - I've read something on FCA site that they recommend (not policy) that if a customer is put onto a payment holiday then they recommend freezing interest for customer so the debt doesn't continue to build. I've asked time and time again, Amex just refuse.  >>>> Any tips on how to get Amex to play ball?    - Full & Final/Short settlement I've rung Amex today, told them I might be able to pay it off. Initially they said full balance, i then pushed, they then said they would accept 80% of balance, pushed them a bit more, got it down to 70%. >>> Surprised, and then very surprised they would accept 70%, anyone else think this is a bit odd? Normally they wont budge, or they wont budge from their first offer... Could their be something wrong on account (missing CCA etc?), or do they want rid of me and account as much as I do with them?   - Cant really keep going at these £329.74 repayments. Something is going to have to give somewhere. I believe they wont go any lower and they will just default it i send £100 instead of £329 and send it out to NCO/Arrow. This might not be a too bad thing though because this would stop the interest right? Anyone thoughts on this?    Anyone think of anything else I could try with them? Again, its still with Amex, not defaulted or anything yet, yep, its all my own fault, i've spent the money, dont deny that, just feel Amex have took advantage etc.   Many thanks for reading. Any advice is greatly appreciated.   Kr, Mista B.     
    • Ok so we have complained to HMRC but were still no further forward with getting the P45/P60. We need this as DVLA has said they need more proof of who he is before giving him a provisional license.  What more can l do. 
    • Hi All   just looking for some advice. I bought a used Porsche Boxster from one of Marshall motor group’s Audi dealers (can I name them?) recently and was assured that it received a major service in October 2020 in line with the manufacturers requirements. The service book confirms this. The dealer also told me on the phone that they have a 6 month rule with any mot or service being done if due within this period which assured me when making an offer over the phone on the car that it wouldn’t need anything doing for a while as I recall saying that.   However, digging through the receipts post delivery I saw that the service was in fact minor and after calling the specialist who serviced it in Oct both they (Sheepishly) and the invoice confirmed that the car did not receive new spark plugs, an air filter, brake fluid replacement or a new fan belt which have now all fallen due and hence the major service due warning light. Had I not investigated this then the car would have potentially gone another 4 years, so 8 in total without some of these items being done.   i emailed the salesman to ask what they would propose to do. The matter is complicated by my living 450 miles away in Scotland, and 200 from their nearest branch, a Mercedes dealer in the Lake District, so I suggested getting my cheapest local specialist to do the works that have fallen due, however I have received no response.   Whilst I am still within my 30 days i don’t want to reject the car, which is otherwise perfect, but the fact remains that the Audi 150 point check only asks for upcoming mot’s to be checked and not services and surely you wouldn’t buy an approved used car and expect to have the service light come on 2 weeks later and have to spend almost £500 putting it right.   i would really appreciate some advice on next steps and perhaps who to escalate this to. Meantime the car is booked in for 2 weeks time to get the work done at the cheapest reputable place I could find.   Many, many thanks in advance
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
      I opted for mediation, and it played out very similarly to other people's experiences.
       
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      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
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I received a letter from Jacobs today regarding our current arrangement for council tax debt. I'm extremely frustrated, I have never missed a payment with them and even now our current arrangement is a bit of a squeeze, but I pay non the less.

 

We write regarding your current arrangement of £50 every 14 to clear your debt by installments.

 

As this arrangement has been in place for some time, and due to the length of time in which our clients allow us to collect their debts, we must now review this arrangement.

 

In view of this we need increase your payments, and we therefore ask that you contact our office within 7 days so that the matter can be discussed further.

 

Please note: if we do not hear from you, your current arrangement may be immediately cancelled. This could result in further action taking place which therefor means additional fees may also be incurred.

 

We look forward to hearing from you.

Letter dated Aug 2, 2017.

 

I really cannot afford to pay anymore than our current arrangement, I'm obviously going to call them but, I'm not sure what to say/do I can't deal with Bailiffs at my house again, I was a mess last time.

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Did they enter your house and did you sign a controlled goods agreement ?

 

You are probably best to write out an income and expenses sheet, showing that you cannot afford to increase payments and to send this to Jacobs. Also send a copy to the council, with a copy of Jacobs letter.

 

Don't be bullied into increasing payments to an unaffordable amount. Stick to what you know you can pay.

We could do with some help from you.

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I've had this arrangement for well over a year now

 

, I had the bailiffs at my door at the beginning but they never entered and I never signed anything.

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I really cannot afford to pay anymore than our current arrangement, I'm obviously going to call them but, I'm not sure what to say/do I can't deal with Bailiffs at my house again, I was a mess last time.

 

Would you mind if I ask a few questions?

 

How much is the debt that Jacobs are enforcing?

 

What is the current payment arrangement?

 

Do you know what bailiff fees have been added to your account?
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you have paid approx £1,200 with the balance left to pay of around £800. I am assuming that the figure of £2,000 excludes bailiff charges (which would be slightly more than £310.

 

It's unusual for an enforcement company to accept such a low figure of £50 per month against a debt of £2,000. Did Jacobs request an Income & Expenditure from you?

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If Jacobs request an updated Income & Expenditure, will this show an improvement in your financial circumstances since last year.

 

I notice that an enforcement agent had not gained entry into your property. Do you have a vehicle parked outside of your home?

 

Would you mind letting us know a little background information.

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There hasn't been any improvement in fact, there's been a decline in my financial situation since making the original Income & Expenditure (which I have proof of) hence why it's a squeeze at the moment, although I do continue to pay as I said.

Yes there is a vehicle but it's parked elsewhere, very much elsewhere.

 

back when this began a bailiff showed at my door while I was out and left a notice with all their threatening language and whatnot (never actually spoke to any bailiff directly).

 

Called up Jacobs and we made the payment arrangement after going through the whole Income & Expenditure forms and the amount I stated (£50 a fortnight) is what I've been paying for month and months now, had no bother at all, I just make a payment online and print off receipts as proof, just in case.

 

Then out of the blue, I receive this letter (quoted in my original post - verbatim) saying that they want more.

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Their letter IMPLIES they want more, but are willing to discuss. I doubt they will accept less than £50/fortnight, as that is what you agreed to pay to clear the debt in approx. 20 months. Council's are under some pressure to collect outstanding C Tax.

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Unless you were told at the time of setting up the payment arrangement that it would be reviewed after 12 months, then the agreement is a binding one on both sides.

 

I would suggest that on Monday you draft an up to date Income & Expenditure and contact Jacobs to explain that your current financial circumstances are slightly worse than a year ago and that as far as you are concerned, the payment arrangement set up 12 months ago is binding agreement on both sides and that as you have not defaulted on the terms agreed that you intent paying at the agreed rate until such time as the debt is paid in full.

 

PS: I know that it is difficult, but would you be able to increase your fortnightly payments very slightly (perhaps to £60 a fortnight?)

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Unless you were told at the time of setting up the payment arrangement that it would be reviewed after 12 months, then the agreement is a binding one on both sides.

 

I would suggest that on Monday you draft an up to date Income & Expenditure and contact Jacobs to explain that your current financial circumstances are slightly worse than a year ago and that as far as you are concerned, the payment arrangement set up 12 months ago is binding agreement on both sides and that as you have not defaulted on the terms agreed that you intent paying at the agreed rate until such time as the debt is paid in full.

 

PS: I know that it is difficult, but would you be able to increase your fortnightly payments very slightly (perhaps to £60 a fortnight?)

 

I know - Maybe to £51 a fortnight ^__^

Id have to agree - A payment plan in place providing it is adhered to is binding for both sides. Where are you up to right now as far as amount outstanding?

 

We could do with some help from you.

 

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Are you paying 2017/8 direct to the council as well?

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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Just got off the phone with their office..

. Gave my details and whatnot,

 

explained the letter to the woman on the phone and apparently they "review" arrangements every 3 months (I don't recall anything like this before) to make sure my financial arrangements haven't changed.

 

She confirmed that I'll continue to pay the £50 on Wednesday (my usual payment day) and that was that... Weird. Fingers crossed that's the end of that then.

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An excellent outcome and one that doesn't surprise me. I have said on the forum before that I have always found Jacob's Ltd to be very reasonable in accepting payment arrangements. They have an excellent Welfare Dept as well.

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