K&Co great universal now kandco help please

[madmaria43]

Hi
I really dont know where to start with this one it is so complicated and now between the catalogue which when i first got it was great universal but is now kandco who have now sent my account to NDR colllections.
I have been a customer of this catalogue for about 10 years and paid them regularly no problems never been in arrears till now, and cant understand how i am. by my calculations I owe them now about £20 but they say i owe them £700. I have rang them umpteen times and emailed them but no one seems to know what they are talking about. I have written to them and got no reply tp my complaints and all the time they were adding charges and i am now in default although I have still been paying them £100 a month for something i don't owe. they sent me 10 default notices all in seperate envelope all quoting different agreement numbers I really havent got a clue what they are all for. then ndr have been in touch i told them everthing they are just saying pay up they ring me and threaten to come to visit me. I have sent them letters saying the account is in dispute and to send it back to the catalogue and they tell me that the catalogue wont do that . i am so fed up and frustrated the last time i rang the catalogue the adviser said that 1 of the 3 pages of statement back in march 2010 which i have a problem with has disappeared off their computer. so cant help me the n another said they had gone to the archives and she couldnt get at them.But there is no one there who is willing to backtrack and find out what the problem is its driving me crazy what should i do i am so cunfused. thankyou mm

[enaid]

Re: great universal now kandco help please

Hi maria,,
I think you need to send an SAR (Subject Access Request) this will then give you all the information this comapny holds on you and your account.
The info to do this is here Legal Beagles Consumer Forum
When you have the info you require, they have to rpoduce this by the way, then we can take a further look and see that any charges etc applied to the account can be reclaimed.
Hope this helps Enaid x

[Curlyben]

Re: great universal now kandco help please

Just to add to enaid's post.
DON'T bother conversing with NDR as they are only interested in one thing, payment.
NDR are their in-house threat monkeys and a right PITA.

Take this straight back to the OC for resolution.

[madmaria43]

Re: great universal now kandco help please

Hi Guys thankyou for your advice
I wrote them a stinking letter to NDR telling them to send my account back to the originator and requested a sar. i posted it recorded delivery and still i have had no reply this months statement asked me for a minimum payment of £158 i dont even owe that i have carried on paying £50 a month just to hopefully keeep them off my doorstep. But it is so frustrating if you try to ring them up nobody is any help they just say sorry but we only have the last 12 months on screen the rest have been archived and we can not access them now.
So i am saying to them you have to access them because iwant this sorted out andthey say sorry cant help. They are slapping on admin fees and god knows what and i dont owe it i feel like i am going nuts here ARRRRHH I could scream.!! thankyou again sorry for the rant kind regards madmaria43

[enaid]

Re: great universal now kandco help please

You need to send a SAR (as I posted in my last post) did you send the template letter and £10?
You are wasting your time and effort phoning them.
You can go no further until you find out exactly what has gone on with your account.
Enaid x

[madmaria43]

Re: great universal now kandco help please

Hi everyone
Just a quick update I sent the request for the SAR and received no response whatsoever that was way back in February. I have since then sent a letter saying if they do not respond in 14 days that i was going to take them to court they still havent responded. I just dont get it they must have had about 8 or 9 letters by now and 6 emails and no response to any of them. i sent the letters recorded delivery and they were signed for so i know someone got them. what are they playing at should i actually take them to court??? thankyou for your help it is appreciated madmaria43

[seduraed]

Re: great universal now kandco help please

Did you send the £10 with the template letter ? IT is needed as the statutaary fee and must be clearly marked on hetter as for the purpse of he SAR not as payment on he account .

[britalian]

Re: great universal now kandco help please

I have been an agent for GU for well over 12 years and the past few years have been a nightmare, ever since Home Shopping Network took over. Basically, I have been through all the same as you, but luckily I'm a bit of ahoarder and have ALL my statements archived myself, so I told them where they had gone wrong.

What you need to do is go right back to the statement before things went wrong.. where everything balanced accordingly, and work from there. If they won;t give you the information you requested then get in touch with the OFT and they will give them a deadline to supply the statement(s)/info you requested.

This is what's wrong with KandCo now though.... when GUS owned them everything was great. But when they handed over to Home Network GUS conveniently deleted/destroyed and hid partial records, thus throwing Home into a mad frenzy of not knowing anything... not that they knew much in the first place. I was told this was fact when my problems started and a lady in their debt collections told me. I also had this confirmed by their staff from within Empire Stores who were also taken over just before GU.

They don;t have a clue. But don't be bullied. Keep records of everything, letters, emails and calls, but agree that calls aren't worth bothering with. Send everything by email and recorded mail and keep records. That way you can prove that you have tried to respolve matters and they have ignored you. Threaten them with court action and charges for the overpayments you're making, and letters you're having to send too. make notes and keep records... this is so important. If necessary go to small claims court and get the claim to make sure you get your overcharges and extra charges back. It's amazing how easy it is to do. Just ensure you tell them you're about to do it.

I'll be glad when all my accounts are paid up with them ... they can stick their accounts where they keep their brain cells... in their backsides.

Good luck.

[teaboy2]

Re: great universal now kandco help please

Just to add - If they have failed to reponds to your SAR, then you should report them to the information commissioners office, they will then face a huge fine for failing to comply with your Subject Access Request.

[Kerryj]

Re: great universal now kandco help please

I am in the process of trying to get my account sorted but as above they are not very responsive, ordered some goods and pay with reward points, everything I have previously ordered had been paid in full, but they are saying that I now owe £23, when I ordered the the goods to be paid for with points they told me that my account zero owing, and enough points to cover cost of goods and some left over.