It’s time for fair debt collection by mobile phone companies

[charitynjw]

https://wearecitizensadvice.org.uk/i...s-2c34bc78d670

[Kati]

Re: It’s time for fair debt collection by mobile phone companies

So, what do we want to see?
Three things:

1. Mobile companies taking action to ensure their debt collection practices are fair by aligning them with our mobile debt collection charter, including:

• directing people to sources of free debt advice
• proactively contacting customers who look like they’re at risk of falling into problem debt
• making it easy for customers to contact companies and discuss flexible arrangements that take into account their ability to pay
• suspending all debt collection activity where a customer reasonably disputes a bill.

2. Mobile companies adopting Ofcom’s requirement to publish their debt collection policies online, in a form that is simple to access and easy to understand. This is a straightforward step and could be done immediately.

3. Ofcom to go further by showing clear leadership and publishing detailed guidance on what good debt collection practices look like — as the regulators in energy and water do.

Do you think it'll happen??

[slainte caragh]

Re: It’s time for fair debt collection by mobile phone companies

Do you think it'll happen??

IMHO no.

Logistically it is impossible. Mobile phone companies have that many customers that reaching out to each individual at risk of debt would be physically impossible and would leave them wide open to complaints of discrimination and defamation of character ("you're saying I can't afford to pay my bills)

OFCOM already ruled that as long as the billing system was open and transparent the customer would be responsible for any debt on the account, the companies will resist any change totally!

With regards to the debt collection processes etc, when a chasing letter is sent there is a dedicated number to call etc, unfortunately with the phone industry they are now increasingly heading down the CCA route and are using this as an excuse to say, "But your contract states XXXX" and holding the customer to it.

I agree it is unfair but the industry as a whole doesn't particularly care and does will toe the line with OFCOM so they have done the minimum to comply, then at the end of the day they are not breaking the law!

The best option for the consumer would be to outlaw mobile providers from relying on CCA agreements and to insist on capping contracts.

Then again, as I was told time and time again, there's prepay for that!