Pastdue Credit Solutions - for debt I do not owe

[trover]

I lived with my mom from August 2021 to July 2022 in a rented apartment. I was paying the water bills and I was the only account holder. In July 2022, we moved to the current address, I have already moved the account to the current address in July 2022, and never missed a payment.

Recently, a letter addressed to my mom from Pastdue arrived at our current address, seeking to recover over £500. After a couple of letters from them, without us responding, they offer a settlement of over £300.

I believe United Utilities just conveniently set up an account under my mom’s name, because the apartment may not have a new tenant after we moved out, or they could not figure out the usage because the property has no water meter. United Utilities has confirmed that the new account was set up after our move out date.

I do not want to communicate with these debt collection firms. Is it the best to wait until they send my mom a letter before claim, and defend the claim?

Can I complain to United Utilities, then escalate the complaint to Consumer Council for Water (CCW) and Ofwat; and complain to Pastdue, then escalate to FOS?

Thanks in advance.

[echat11]

Before you do anything, send United Utilities a SAR, they have 30 days to provide all the information on the account.
It maybe a case of 2 SARS. Make sure you get Proof of Postage.

https://legalbeagles.info/library/gu...ccess-request/

This sounds like a plan - 'Can I complain to United Utilities, then escalate the complaint to Consumer Council for Water (CCW) and Ofwat; and complain to Pastdue, then escalate to FOS?'

Your mum may be due compensation, if they've just set up an account in her name without her authority to do so.

Update the thread when you get the SAR information.

[trover]

Before you do anything, send United Utilities a SAR, they have 30 days to provide all the information on the account.
It maybe a case of 2 SARS. Make sure you get Proof of Postage.

https://legalbeagles.info/library/gu...ccess-request/

This sounds like a plan - 'Can I complain to United Utilities, then escalate the complaint to Consumer Council for Water (CCW) and Ofwat; and complain to Pastdue, then escalate to FOS?'

Your mum may be due compensation, if they've just set up an account in her name without her authority to do so.

Update the thread when you get the SAR information.

Thanks for your swift response. I will submit the two SARs. Meanwhile, should I raise a complaint with Pastdue to let the FOS clock start clicking? I was so hesitant to get in touch with Pastdue because I do not want to be harassed once they get hold of my email address or phone number.

[PallasAthena]

Don't give them your email or phone. Best advice is to communicate with debt collectors only by post. Tell them that is how they must contact you.

Always better to make sure they have current address of you/your mum incase they try to go for a sneaky default CCJ using your previous address.

[echat11]

Thanks for your swift response. I will submit the two SARs. Meanwhile, should I raise a complaint with Pastdue to let the FOS clock start clicking? I was so hesitant to get in touch with Pastdue because I do not want to be harassed once they get hold of my email address or phone number.

I think you've got the correct order in your earlier post, all this has arisen from UU's actions. So don't contact Pastdue yet.

[trover]

I think you've got the correct order in your earlier post, all this has arisen from UU's actions. So don't contact Pastdue yet.

Hi just a tiny update. United Utilities responded to my SAR with all the details related to myself. However, the SAR of my mom was ignored. I lodged a complaint requesting them to respond within 7 days. They responded that they need a further month.

Meanwhile, letters from Pastdue have stopped coming in, what a coincidence!

[echat11]

Update when you get more information.

[trover]

Update when you get more information.

A letter from CCS has arrived, presumably the “debt” has been sold to them. I did a bit of research and it seems that they may issue a LBA after a couple of letters. What should I do if it really happens?

United Utilities still has not responded to my SAR.

Thank you.

[echat11]

Update if you get a LBA .

They have 30 days regards SAR. If it's going to take longer they should tell you.
After 30 days you can send a 'chase letter'.

[trover]

Update if you get a LBA .

They have 30 days regards SAR. If it's going to take longer they should tell you.
After 30 days you can send a 'chase letter'.

United Utilities finally responded to my SAR.

They included:

1. Bills and logs from September 2022 to February 2024, addressed to the previous address, generated from an account opened without my mom’s consent (more in 3.);
2. a “notice of intention to register a default” in July 2023, addressed to the previous address;
3. billing system notes, showing an account opened in September 2022, with a remark of “change in tenancy” (they stated contract start date was 1 September 2022, which we never entered into);
4. some logs and documents stating Orbit has visited the previous address twice, left with cards;
5. some CCS logs and communications in March 2023, addressed to the previous address; and
6. letters and logs from Pastdue, addressed to our current address, which was the first time we knew about this matter

It is interesting to see that there were two cancelled bills in June 2024 with credits of more than £800, which brought the amount down to £564.39.

A missed payment is also shown in the credit agency’s app. It is also worth noting that her credit card limit was lowered a couple of months ago, however, without receiving any documents at the time, we could not correlate the two incidents. Now I suspect this was due to the damaged credit history made by the default from United Utilities.

Is there any specific document/item I should look for, or you would like to have a look at? What should I include in the complaint email to United Utilities?

Look forward to hearing from you, thank you.

[PallasAthena]

It is also worth noting that her credit card limit was lowered a couple of months ago, however, without receiving any documents at the time, we could not correlate the two incidents. Now I suspect this was due to the damaged credit history made by the default from United Utilities

Banks regularly review and reduce credit limits, particularly if the limit is not being used. So while you might be right there are other explanations.

[trover]

Banks regularly review and reduce credit limits, particularly if the limit is not being used. So while you might be right there are other explanations.

Thanks for your insight. Is there any way to verify, or is it purely a commercial decision so the credit card company simply would not tell me?

Should I include this in my complaint to United Utilities?

[PallasAthena]

Bank should tell you why the crdit limit was reduced. Not much point in including it a complaint to UU. They aren't responsible for what bank does, nor would they know what the bank had done.

[echat11]

United Utilities finally responded to my SAR.

They included:

1. Bills and logs from September 2022 to February 2024, addressed to the previous address, generated from an account opened without my mom’s consent (more in 3.);
2. a “notice of intention to register a default” in July 2023, addressed to the previous address;
3. billing system notes, showing an account opened in September 2022, with a remark of “change in tenancy” (they stated contract start date was 1 September 2022, which we never entered into);
4. some logs and documents stating Orbit has visited the previous address twice, left with cards;
5. some CCS logs and communications in March 2023, addressed to the previous address; and
6. letters and logs from Pastdue, addressed to our current address, which was the first time we knew about this matter

It is interesting to see that there were two cancelled bills in June 2024 with credits of more than £800, which brought the amount down to £564.39.

A missed payment is also shown in the credit agency’s app. It is also worth noting that her credit card limit was lowered a couple of months ago, however, without receiving any documents at the time, we could not correlate the two incidents. Now I suspect this was due to the damaged credit history made by the default from United Utilities.

Is there any specific document/item I should look for, or you would like to have a look at? What should I include in the complaint email to United Utilities?

Look forward to hearing from you, thank you.

What you've stated in your initial post is that, your mum owes no money,
the debt is not her's, now you go about proving it.

You've identified loads of anomalies in the information you have received.
So you need to make your case in your complaint using those points.

Reading through the points, there is quite a bit of evidence in your favour,
add copy of your latest tenancy agreement i.e. September 2022.

The following template will help you structure you complaint -

https://www.citizensadvice.org.uk/te.../edit/?button=

[trover]

Bank should tell you why the crdit limit was reduced. Not much point in including it a complaint to UU. They aren't responsible for what bank does, nor would they know what the bank had done.

That makes sense. I will leave it as my further arguments when or if it reaches the FOS.