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    • Of course they have a duty – but why should that stop them ignoring it? Under the consumer rights act if a defect manifests itself within the first 30 days of the contract then you are entitled to a refund or a replacement at your option. Write to them and tell them that you are asserting your rights under the consumer rights act and that you want a refund/replacement and you want it within seven days. Tell them that they must arrange the replacement immediately and also the collection of the defective item. Tell them that if they will not comply then you will sue them at the expiry of 14 days. Tell them that your claim will include a claim for interest as well as costs. Head the letter up – Letter of Claim – and only send this if you are prepared to go through with your threat to bring a legal action. Even if you have to issue the claim, it scarcely imaginable that they will not put their hands up and pay. Don't muck around – but I have to say you shouldn't set such high hopes for this kind of company you are essentially – box-shifters. Post your draft letter of claim here
    • I received a response this morning, he has put in it about finding tenants who owe money, but I had already been in contact with them and had just responded to an email that morning to set up a payment arrangement. let me know what you think about their outcome:   Thank you for taking the time to give us your feedback on the service you have received.   I would like to share with you my findings and the decision I have made in regards to your complaint, which is currently at stage one of our process.  You let me know you were unhappy that a member of Ongo staff had obtained your address by deception, posing as a private buyer and that she then used that information to attend your home without notice.   You have also requested information in relation to our policies and procedures and requested a subject access request.  From the information, you have provided I have now carried out a full investigation of your complaint.  These are my findings: • We have provided you with the Customer Policies in regards to our services that you have requested  • A Subject Access Request has been submitted to our Data Protection Officer and he will comply within the statutory timeframes and will send you the details separately to this complaint. You may have already received this letter.  • I have investigated the issue around the staff member obtaining your address through deceptive means and my findings are that this action did take place as you stated and the staff member did get your address from interacting with you over Facebook, posing as a private buyer of a piece of furniture. • The two staff members did arrive at your home after obtaining the address and you did then engage in conversation at your home to make arrangements to repay your former tenancy arrears, which I am of the understanding a positive arrangement was made.  On this basis, I am upholding your complaint and would like to take the opportunity to say how sorry I am that the service you have received fell short of what is expected of us. It is important to us that we locate former tenants that leave owing money andwho may not offer a forwarding address.  We also use information available on public forums and tracing agencies to do this to then make contact with the customer in order to recover any monies owed. Our intention is always to recover the debt and support the customer in repaying this as tenancy debt can cause further issues and distress for customers in the future.   The methods used in this case not the correct procedure to obtain an address and we have addressed this matter internally with the individual concerned.    To help to put things right, firstly the staff member would also like to extend her apologies to you for any upset caused.  I believe this will have caused you some distress and concern and on that basis and in line with our Compensation Policy I would like to offer you a financial sum of £100 due to us not following the orrectprocedures.   As you have arrears on your former tenancy account,I will ensure that this sum is deducted from the amount you owe.    Secondly, I have reviewed the guidance and the training provided to the Income Collection team along with the Income Collection Manager and Customer Services Manager. I am assured this was an isolated case however to make sure this won’t happen again in the future we will be delivering a  further briefing and refresher to ensure that all staff are aware of the appropriate ways to use social media and ensure we are clear on our correct practices when recovering rent arrears. Lastly, this now concludes Stage 1 of our internal complaints process and I will now close the complaint, however should you feel there is anything further you want to add in the meantime please make contact with me so we can discuss this. Your feedback has been fully considered and investigated in line with our Complaints Policy.   Should you remain dissatisfied with this decision, then you should reply within 14 days explaining why you remain dissatisfied and what you are seeking as an outcome. Your complaint will then be reviewed by a relevant Senior Manager or Head of Service at Stage 2 of ONGO Homes internal complaints process. I have also attached a leaflet that gives advice on the role of the Housing Ombudsman.    Once again, thank you for your feedback. All feedback is an opportunity for us to improve our future services.
    • Thanks for that. Backdoor removed and left as default judgment. Is it good to go now or is there anything I should add or remove? n244 edited.pdf
    • Hi All,  I am posting this topic on the 6th day of the 3-5 day procedure.    I ordered a server for my home to store all my photos, videos ect.   On Friday 7th I ordered a NAS  server with two 4tb Hard Drives, one refurbished, and one brand new.  I put both drives in the NAS and the server came up with a warning saying the brand new drive was failing and should be replaced immediately.  I checked online to see if there was a simple solution, put the faulty drive in both server bays to eliminate a faulty socket on the server and established the drive must have been damaged/dropped prior to me receiving it.    So I called laptops direct on Sat 8th and they said because it was a weekend they were unable to help because the return has to be authorised by the tech team, so on Monday I raised a ticket and on Tuesday 9th they asked for a photo/video of the problem, I duly obliged with an image of the server screen saying clearly the drive was failing, and sent a message saying I had eliminated the possibility of the fault being with the server.   Every time they send a message it takes 24hrs to get a reply.   Later the same day a lady emailed back, she then thanked me and said she was glad I had solved the problem and closed the return.  I then had to call back and open a new support ticket and was again asked for a photo/video and I am still awaiting an email authorising its return, despite this I took it to the warehouse Wednesday and insisted they take the drive back and test it themselves.   Should they be doing this, I thought if an item was faulty upon arrival they had a duty to refund or replace, instead they are making me wait 3-5 days for the tech team to test the drive.  I did a simple quick test which took 3 minutes and established the drive was faulty.  The online literature states if the drive states it has bad sectors more than 2% as the server stated it had even if it can be restored to a working state you should not trust the drive and it should be returned. 
    • Hardly harassment if you hope that they send you another one on Friday !
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    • Ebay Packlink and Hermes - destroyed item as it was "damaged". https://www.consumeractiongroup.co.uk/topic/430396-ebay-packlink-and-hermes-destroyed-item-as-it-was-damaged/&do=findComment&comment=5087347
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    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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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.
       
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
       
      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.
       
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
       
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
       
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
       
      Many thanks, stay safe and have a good Christmas!
       
       
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
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Hi,

Just received the following answer to a letter I sent to Littlewoods re Minimum Payment Charges,

 

Dear *****  **********

 

I am in receipt of your request for administration charges on your account to be cancelled .

These charges were applied as the minimum payment, shown on your statements, has not been made every 28 days as required. I am therefore unable to cancel the charge.

It is in your best interests to ensure that the correct payment is made on a regular basis to avoid further charges being made.

Kind Regards

 

*****  *********

Arrears Collections Manager

 

My answer is as follows,

 

Dear ******   ********

 

 

Thank you for your prompt reply but I question whether you actually read my letter?  

 

I have NOT missed any payments, I HAVE made a payment each month, admittedly one was late in Nov 2020 even though I had paid twice in Oct 2020.

 

I am NOT behind with payments, my payments are NOT late and if you continue to add unlawful charges to my account and refuse to refund me ALL of these erroneous charges you will leave me with no alternative but to take legal action against you.

 

Regards

 

****** *********

Problem is it won't send.

 

Anyone got email address for the arrears collections manager at? Thanks in advance

 

Littlewoods
Sandringham House
Sandringham Avenue
Chelmsford CM92 1LE
0800 092 3444
Monday - Friday 8am - 8pm,
Saturday 8am - 6pm and Sunday 9am - 4pm

 

 

 

 

 

 

 

 

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Somebody might be along with the address that you need – but be careful, these are the kinds of things which start getting out of control.

Start checking your credit file and also send them an SAR today. If they are keeping accurate records and you have a basis for claiming some compensation and also for bringing an end to it.

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Luvly jubbly.

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We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

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

 

If you want advice on your Topic please PM me a link to your thread

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Probably disconnected during the pandemic ...a lot of companies are making it harder to contact them. Have you tried live chat ?

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

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

 

If you want advice on your Topic please PM me a link to your thread

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