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    • Hi.   Could you let us have the information requested in the forum sticky please? This will help us to advise you. In the meantime don't worry too much about this.     HB  
    • So last August my girlfriend went to Legoland with the kids (4 & 8) and her mum and then went to Pizza Express in Windsor. They parked at Castle Car Park.    They paid to park and went to eat. They were then a few minutes late back. There was already an attendant issuing a ticket. The attendant then waited until my girlfriend was over ten minutes late to issue the ticket despite her being there well within any grace period.   My girlfriend appealed to Ultimate Customer Solutions end of August but did not receive a response (they later said they emailed a rejection which my girlfriend never received until it was resent). Then in August she received the first debt collection letter. Then my girlfriend was advised to respond to UCS requesting an Subject Access Request (SAR) which they have not ever acknowledged or responded to.    So then we thought they had gone away until we received a letter from CSB solicitors (same address as UCS) advising they would be beginning court proceedings against my girlfriend. I told my girlfriend to complain that they haven't responded to any of our requests so she called the number of UCS and was basically accused of being rude to the t*** at the end of the phone. She wasn't but he wasn't very helpful and said they had responded to the appeal and sent it again. This was on the 16th January 2020.    On the 29th Jan this was sent after another chase to the solicitors:   I have reported UK Parkings ltd to the ICO as they are in beach of GDPR having ignored my SAR request. Further to this I was not notified that my initial appeal had been rejected and therefore cannot further appeal in a standard way and therefore I am awaiting further advice for ways to appeal against this unfair PCN.   As it stands should you decide to further contact me in regards to this matter without good cause I shall be seeking legal advice as per my statutory rights.   My girlfriend then received another letter from UCS threatening debt collectors (I told her not to worry about this) and so she wrote to the solicitors asking for an update:   Email dated 21/02/2020 I am writing to you regarding my email sent on 29th January, below. I still have not received a response from you and I left a voicemail for a solicitor to call me from CSB Solicitors, which I have also not received. I would like to speak to a solicitor regarding this PCN.   The solicitor responded via email the following: Dear Madam,   Thank you for your email.   Following your email below, we reverted this matter back to our Client for their instructions. We will only be able to respond more fully once these are received.   At this stage we have no further instructions other than to send out a letter to you dated 16 January 2020.   We hope to be able to respond more fully once these are received.   Yours faithfully,   Solicitor   So UCS are not actually doing anything they should do but nobody we have complained to has actually come back to us so not sure where to take this because I don't have time for court and I would rather just have someone take the (insert appropriate word here) to task on these unbelievably poor practices!   Any advice on next steps?   Thanks    
    • Hi Sneezer and thanks for your Site Donation which is much needed and much appreciated.   The info from the "Solicitor" makes sense if you were complaining about how CRS came to have your contact details. However, this is not relevant to your case. You didn't cancel properly and carried on paying for a gym you didn't use.   For the future, see the Guide here about how to cancel a contract properly and avoid trouble - https://www.consumeractiongroup.co.uk/topic/383678-cancelling-your-gym-agreement-get-it-right/     Come back anytime to update us but don't worry about CRS or anyone else who makes demands. Let us know if you need more for advice and reassurance.    
    • They were communicating with lawyers associated to me too   They can’t serve a SD on your lawyers, only you.   As I said earlier - the lawyer stopped communicating  around the date on the SD they incorrectly served.  And the bank told me the receiver was now handling things and not to deal with them anymore.   The receiver never asked me where I was.  But he did email and I did reply or he did get auto reply.   Since I did have email communication with them - I don't think they could say they did everything possible to find me,  All they had to do was ask!  And then we could have discussed the situation.    It almost is the reverse - they did nothing to try find me.  And if a PI is employed to do surveillance then he must have realised only one person - the wrong one - lived at the  wrong address.   Does anyone have any info re post #26 and #28 above?   The property is being marketed for sale and the receiver is negotiating offers, so there was no reason for me to expect bank/ lawyers to be trying to locate me to serve any papers.      Surely any loss to them has to be proven upon an agreed sale.  It hasn't sold yet,   They may still get a high enough offer to prevent any large debt?  There could then be a different discussion re terms of repayment?   So I was not expecting anyone to be trying to find me!   But this is a bit of a digression from what  should I be doing NOW? Should I send them an SAR?  If they do intend to serve me correctly this would be useful, yes?   I am sure they have added all sorts of unnecessary costs to the debt that could be challenged?   Also there is a question over if they even had a valid notice of assignment?  They would have to produce that in the SAR wouldn't they?   This was a real query for me ages ago but it never got pursued legally.
    • Expect them to bring up every communication and claim that you’ve been dodging them / not providing them with an address to serve to.......
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Crawford2018

Nationwide freeze account***Resolved***

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Hello, this is my first post and I will try and get to the point and keep it as brief as I can and get to the point as there is a LOT of detail regarding my problem.

 

My names stephen and I opened a bank account with nationwide about a year ago and hardly ever really used it other than to pay for my mortgage and some other DD’s.

 

On the 22nd of June I sold my car via eBay and received payment for it through PayPal (as PayPal is safe) .

I received the funds for the vehicle which was £18000.

PayPal sent me an email and explained the payment was on hold for 24 hours for security purposes and told me not to release the car.

That was fine,

 

24 hours passed and I then received an email from PayPal to say that the funds had cleared and I was able to release the item (car).

I contacted the buyer and they then picked the vehicle up to which they did.

 

I then proceeded to withdraw the funds from my PayPal to my bank to which again I received an email from PayPal to say that it could take upto 72 hours for further security checks. That was great.

 

On the 25 of June 2018 I received an email from PayPal to say the funds had been withdrawn to my bank account (nationwide).

as you would do I checked my account and it was there.

it was time to then withdraw the funds and buy a newer car.........

 

I phoned the bank on the 25th of June 2018 to book in advance to go in and make the withdrawal, it was all fine

then all of a sudden the lady told me on the phone that my account was frozen as of today!

 

Baffled and unaware why I asked her for a reason as to why?

She then told me I would need to contact the “fraud department”.

 

I did this and spoke to an advisor and he was asking where the money came from etc blah blah blah.

I explained everything to him.

He asked for proof of the transaction.

I emailed him emails between myself and PayPal, transaction ID’s, the eBay ad and everything else I could possibly give him.

 

5 working days then had passed and I was told he couldn’t allow me to transact u till he had the “ok” from another department so that was fine.

 

To cut a very long story short, literally hours and hours of phone calls to the fraud department, nationwide complaints department and I also have a claim the FOS.

 

It has now been 65 days since the account was frozen,

I still get the same answer from the bank of I phone

“we have not yet made a decision and we will contact you when we do”

if you question who’s making the decision or why it’s taking so long you are met with

“nationwide are meeting the statutory and legal obligations and can’t allow for you to transact at this point”

 

The lady at the FOS has received the case file from the bank and she then asked me last week if I could send her all the emails from PayPal, transaction ID’s and listing etc which I then done, although I had already sent this to the bank weeks ago......which should have been on the case file?

 

I have done a LOT of research and from what I can see is the bank submit a SAR suspicious activity report the the NCA national crime agency.

They then have 7 working days to reply to the bank to give them authorisation to complete the transaction.

If they do not then you enter a monotorium period which then lasts for a 31 calendar days for the NCA to investigate.

 

This money is not fraudulent, the money is legitimate, I simply sold a car, received the money via PayPal and withdrew it to my bank.

What have I done wrong? I can not find any other story the same as mines or that has taken as long!

 

No one wants to tell me anything and no ones I’m any hurry!

The bank did not even notify me that they had stopped my mortgage payments and other DD’s.

 

What is going on? I feel as though I’m being investigated for legitimate money through the genuine sale of a car. It has left me without a car for the past 65 days.

 

I can’t afford to goto a lawyer hence why I went to the FOS.

But they are in no grey hurry.

The FOS keep telling me that thierselves and the bank are working closely and as quickly as possible to resolve it.

 

What I can’t get my head around is

1. Resolve what

2. What on earth can take this long?

 

I can’t show or prove to them anymore than I have about the sale, nothing going to change whether it be 65 days or 6500 days.

It’s still going to be the same sale, same transaction and same proof

Edited by dx100uk
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Time to write to them formally and give them 7 days to solve the non existent problem.

After that I would go straight to mcol and start a case for your losses, ie. missed mortgage payments, travel expenses while without a car, etc.

They'll soon wake up.

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You may find that if you do go MCOL - then the judge may side with Nationwide over you. This is due to Money Laundering laws. Sure - You know the full whereabouts of the money from the point of Paypal etc but they don't and to receive a large amount like that may trigger a flag for AMLL.

If you have all the proof then this is a no brainer. However send an email to NW CEO joe.garner@nationwide.co.uk

 

See if it triggers a response and if it doesnt or its insufficient - Then start a claim for money etc.

Although due to the amount you'd be claiming if you wanted the £18k from NW then you may be looking at a claim in the Fast Track

 

Fast Track is reserved for claims between £10,000-£25,000. The hearing can only last for 1 day, and usually, it takes up to a year to reach it.

 

But I do wonder if a judge could force a release of the money as part of the a decision if required proof was given?? (This might need a bit of investigating)


 

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You wouldn't claim for the initial money..that is not in question...its the losses uncured so would be Small Claims Track.


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Hello,

 

Thankyou for the replies. I had already emailed the CEO and received a failed message email so I done some digging and found another email which was CEO at nationwide.co.uk. I did receive a reply from that on stating.

 

Dear Mr …..

 

Thank you for your email. We are sorry to learn of your concerns, a response will be issued by an appropriate senior manager very shortly. In order that we may arrange this, would you please be so kind as to let me have the following information:

 

Full address and postcode (in order that we may record your concerns)

Preferred contact telephone number/s

Date of Birth

 

please remember that email is not 100% secure, so if you prefer you can telephone us on 0800 5453003, between the hours of 9.00am and 5.00pm Monday to Friday, to provide further contact details.

 

Kind regards

 

That was 2 days ago now.

The FOS emailed me today also,

I had also spoken with them on the phone 2 days ago.

 

She is telling me that she requested information from the bank (didn’t tell me what) and she needs that before she can make a decision.

 

However I explained to her yesterday that surely the bank are dragging this out for longer than needed etc and she agreed with me.

 

She also told me that she CAN go ahead and make a decision on the case without that information she has requested and in my favour but they don’t like to do that? Anyways she emailed me today to say this......

 

Dear Mr

 

I’m just sending an email to update you as promised during our call earlier this week.

 

I have taken the decision to escalate the requests to Nationwide to a manager here.

 

I’m hoping that we will have an answer from them early next week, and as soon as I have more information I’ll give you a call.

 

Kind regards

 

So I’m hoping now that it’s been escalated then maybe this is them now pushing the bank?

She has already said to me that her manager is now involved in this and they are very keen to have it resolved quickly.

 

Sorry for my ignorance but what is MCOL? I Thankyou all for your replies and it is greatly appreciated.

 

Stephen

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Money Claim Online...its where you would issue a court claim.

 

https://www.moneyclaim.gov.uk/web/mcol/welcome


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Thankyou for that. If I submitted this would it then take over any decision the FSO could make?

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Its not advisable to start a claim until the Nationnwide/FOS have concluded....and hopefully to your satisfaction.


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Does anyone know if from past experience etc or knowledge that if the case handler from the FOS has now escalated the claim to their manager does this mean the FOS is now in a position to really be wanting to be making a decision quickly or.......is this a long drawn process and could still take ages?

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what do you mean by Manager?

 

there are adjudicators they initially make a decision and then theres the ombudsman themselves if you don't agree with the ADJ decision.


please don't hit Quote...just type we know what we said earlier..

 

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I received an email from the lady who’s dealing with my case.

I’ll copy and paste her email she sent me on Friday.

 

Dear Mr *****

 

I’m just sending an email to update you as promised during our call earlier this week.

 

I have taken the decision to escalate the requests to Nationwide to a manager here.

I’m hoping that we will have an answer from them early next week, and as soon as I have more information I’ll give you a call.

 

Kind regards

 

Meg Raymond | investigator | 020 3487 6372

 

Financial Ombudsman Service | Exchange Tower, London, E14 9SR

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Going up the chain of cmd


please don't hit Quote...just type we know what we said earlier..

 

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What I’m failing to understand is that the case handler said to me that they are able to make a decision based on the information that’s already been given by the bank.

 

They requested more information from the bank weeks ago and the bank have failed to supply it.

 

The reason the ombudsman is there is to make sure that the bank are not taking longer than needed. This being said if the bank are not replying to the ombudsman within a timely manner or giving them what they need to make a decision then surely rather than “pass it up thto chain of command”

 

surely they must saying “ok we have given you 3 months to reply to us, you have failed to do that so we have no option but to go in the customers favour given the limited information you have already given”.

 

Not passing it up the chain of command to then be fobbed off for even longer, if the bank have not replied to the case handler then I’m doubting the bank is going to reply to a manager.........

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I will explain more about the ombudsmen later... It'll mark for some interesting reading


 

We could do with some help from you.

 

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**Fko-Filee**

Receptaculum Ignis

 

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So depending on where you lie in the complaints process in the FOS depends on how you will get on with your decision.

If you are with an adjudicator then when they make a decision it is not legally binding. The bank can ignore it but it is risky to do so.

 

The real clincher is when it gets handed up to an Ombudsman. When the Ombudsman rules, the consumer has the right to accept or reject but the Bank doesnt. Any decision made is is legally binding and has what would be considered the same power as a judge when it is finalised. It means you would not beable to take further action in a court unless;

 

- The Bank do not comply with the decision made by the Ombudsman after you have accepted.

 

Please remember that AMLL take precedence over anything to do with complaining. But there are times when a bank will get it wrong and quite often they do. You should be compensated accordingly for loss of access to the money and the account being frozen.

What i would say. Is that if this was your main account - and they froze the WHOLE thing and not just took away the money while they investigated then they should be slapped on the wrists for it.

 

What stage are you at with the Ombudsman? Nationwide will say they did nothing wrong and were obeying the law, but from what ive read - They should have handled the situation sooooooooooooooo much better.

 

If you have emailed the CEO like i may have mentioned before and it got given to an Exec Complaints Handler then make sure that both the FOS and Exec CH are talking to each other.

If it comes to it - You may be waiting longer if it goes to an Ombudsman. However if you do take legal action against Nationwide for whatever reason - this will derail your situation with the FOS.

 

The lesson here for AMLL is that for reasons beyond you or I - If under suspicion then under AMLL its very difficult to get information.

Dont let it eat you up. Just concentrate on getting your end result and do it the right way.

 

(Also if it comes to it - Im sure a few newspapers might be interested)


 

We could do with some help from you.

 

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**Fko-Filee**

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First of all Thankyou for taking the time to reply back to me. Iv not heard from FOS today so I decided to phone the bank out of the blue on the off chance. I was greeted with good news.

 

They decided YESTERDAY that they were releasing the funds and issued a cheque yesterday. However they have decided to close my account.

 

Am I able to claim compensation from them?

I mean that’s the last of my concerns but I’m ecstatic that they have finally released the funds.

 

What I’m confused about is why didn’t the bank phone me yesterday to tell me this and why issue a cheque? Why not give me the option to take the money or transfer it to another account?

Edited by dx100uk
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Well done thread title updated.

 

Regards

 

Andy


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First of all Thankyou for taking the time to reply back to me. Iv not heard from FOS today so I decided to phone the bank out of the blue on the off chance. I was greeted with good news.

 

They decided YESTERDAY that they were releasing the funds and issued a cheque yesterday. However they have decided to close my account. Am I able to claim compensation from them? I mean that’s the last of my concerns but I’m ecstatic that they have finally released the funds. What I’m confused about is why didn’t the bank phone me yesterday to tell me this and why issue a cheque? Why not give me the option to take the money or transfer it to another account?

 

Well done - But id read up about CIFAS if they are closing the account...! (They are probably closing the account on the basis that you the relationship has broken down which it had) However - Id read up on CIFAS just incase...

Get the ombudsman to confirm that you will NOT be added to any CIFAS database.


 

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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Given their treatment of you culminating in them unilaterally closing your account, it might be worth making a claim under BCOBS.

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and ask about compo too

nothing to stop you going after them


please don't hit Quote...just type we know what we said earlier..

 

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