Lowell ... where to go from here?

[simplyenough]

I'm a bit stuck at what stage I am at and would like some advice before I go any further. To list what has happened to date:

In October 2009 I received a letter from Lowell claiming that I owed around £100 to vodafone. this was news to me as I had closed the account in October 2006.

I disputed the amount and asked what the amount was for (verbal over the phone) I then had 9 months of them sending me letters saying that they are waiting to hear from Vodafone.

FINALLY they provided me with a bill showing 3 months worth of charges AFTER the end of the terminated contract.

I then disputed this and they said they would speak to vodafone. Again I hear nothing for ages and they have finally got back to me claiming that Vodafone terminated the contract through non-payment and that the contract was only 4 months old (it was over 2 years old with no renewals).

During all this time they have been putting defaults on my credit profile.

I'm just wondering what I should do now? They spent months and months not responding to my requests and now they respond with inaccurate information and meanwhile causing issues on my credit profile.

I can easily afford £100 but that is not the point, I do not owe this amount and I want these defaults each month off my account.

Any advice welcome.

Thanks.

[shamen]

Re: Lowell ... where to go from here?

Hello and welcome.

Plenty of experience here dealing with our friends Lowells in leeds. They are well known for getting things wrong with mobile phone company ex-customers.

First thing is, dont panic!

Next, have a good read of Curlybens excellent post:
http://www.legalbeagles.info/forums/...ead.php?t=7923

Normally writing to DCA's using curlybens info works well, but in your case there is going to be no CCA agreement so less legal reasons for lowells to respond to you.

My personal advice to you is DO NOT under any circumstances talk to these guys on the phone. Ignore their letters. Dont even bother writing to them at this stage - In my experience Lowells ignore *everything* you will send which is not a cheque, S77/78 request (and even thats patchy) or a SAR. They will not be interested in what you have to say as what their computer tells them is gospel truth in their eyes. Take it from me - ive dealt with these clowns a lot. Even when I proved my case to them, they just silently removed the marks on my credit file and didnt even write to me to let me know or say sorry for getting it wrong. Proper slime.

I would heavily advise you do a Data Protection Act 'Subject Access Request', not to Lowells but to Vodafone. Send the following (amend as appropriate) to:

The Data Controller, Vodafone Limited, The Connection, Newbury, Berkshire, RG14 2FN

Dear Sir/Madam,
This is a subject access request made under the Data Protection Act.

Kindly provide full and complete copies of any and all data you hold which relates to me and my entire history with your company. I have enclosed the statutory maximum of £10.

For the avoidance of doubt, take note that the enclosed cheque is payment for the fee relating to my Subject Access Request only and not a payment of any other kind or to be used for any other purpose. If you do not require a fee in order to process my Subject Access Request then kindly return or destroy my cheque.

For your convenience I have detailed below a list of what I require, although this is not an exhaustive list by any means and is just an example of some of the information I require with regard to any accounts I may have had or may still have with your company.

1. Computer screen notes relating to the conduct of my account
2. Computer screen notes relating to transactions that have gone through my account
3. Internal messages or notes relating to the conduct of my account
4. Internal messages or notes relating to transactions that have gone through my account
5. Recordings of any telephone conversations, whether internal or external, relating to my account
6. Copies of any e-mail's, or other electronic communications, whether internal or external, relating my account
7. Copies of letters relating to my account
8. All information relating to litigation that has taken place on my account
9. A detailed statement of account showing a breakdown of all costs charged, showing in each case the reason for the cost and the actual cost against that item
10. Copies of all reviews conducted relating to my account

Kind Regards
Your Name

Stick a £10 cheque with 'Subject Access Request fee only' written on the back.

Vodafone then have 40 days in which to send you everything they have on you - including account conduct. You will see in the notes the date you cancelled the contract and you will also see the date they actually got round to it. With that you can prove your case and its my advice you do this directly with Vodafone not lowells.

Re the defaults, dont worry about them at the moment. When you receive your SAR response from Vodafone and it proves your case, you can take it up directly by writing to vodafone complaints. Then the defaults must be removed by law as it is 'inaccurate data'. Should be as easy as emailing the credit reference agencies once vodafone has called lowells off.

[Angry Cat]

Re: Lowell ... where to go from here?

The following may be of benefit:
http://www.bbc.co.uk/blogs/watchdog/...ot_always.html

[ODC]

Re: Lowell ... where to go from here?

Personally I have found the easiest way to get rid of a DCA pursuing a mobile phone debt is to ask for a copy of the alleged contract between you and the mobile company.

They will come up with the usual bull$hit that none exists but you still have to pay the minimum term under a contract that you are supposed to have signed but they cannot produce. It then usually ends up with Muck Hall which in reality means you have won because as they are at the bottom of the DCA DUNG HEAP they have no mug to sell it on to.

[Vodafone Company Rep]

Re: Lowell ... where to go from here?

I'm a bit stuck at what stage I am at and would like some advice before I go any further. To list what has happened to date:

In October 2009 I received a letter from Lowell claiming that I owed around £100 to vodafone. this was news to me as I had closed the account in October 2006.

I disputed the amount and asked what the amount was for (verbal over the phone) I then had 9 months of them sending me letters saying that they are waiting to hear from Vodafone.

FINALLY they provided me with a bill showing 3 months worth of charges AFTER the end of the terminated contract.

I then disputed this and they said they would speak to vodafone. Again I hear nothing for ages and they have finally got back to me claiming that Vodafone terminated the contract through non-payment and that the contract was only 4 months old (it was over 2 years old with no renewals).

During all this time they have been putting defaults on my credit profile.

I'm just wondering what I should do now? They spent months and months not responding to my requests and now they respond with inaccurate information and meanwhile causing issues on my credit profile.

I can easily afford £100 but that is not the point, I do not owe this amount and I want these defaults each month off my account.

Any advice welcome.

Thanks.

Hi simplyenough,

I'm sorry to hear that you've yet to get this resolved.

If you're still in need of some assistance here you're welcome to email the details to me at webrelations@vodafone.com and I'll get back to you as soon as I can.

Thanks,

Lee

Web Relations Team

Vodafone UK

[The Debt Star]

Re: Lowell ... where to go from here?

Lee Vodaphone. Instead of trying to help out individuals you chance upon, why the heck can't your company just change its attitude to consumers?

[ODC]

Re: Lowell ... where to go from here?

Lee Vodaphone. Instead of trying to help out individuals you chance upon, why the heck can't your company just change its attitude to consumers?

They prefer to sell alleged debts on to SHYSTERS like Lowell to save them the bother of training their call centre staff to an adequate standard to deal with queries in an appropriate fashion

[Vodafone Company Rep]

Re: Lowell ... where to go from here?

Lee Vodaphone. Instead of trying to help out individuals you chance upon, why the heck can't your company just change its attitude to consumers?

They prefer to sell alleged debts on to SHYSTERS like Lowell to save them the bother of training their call centre staff to an adequate standard to deal with queries in an appropriate fashion

Hi The Debt Star and ODC,

Although I can't comment on individual cases I can assure you that we are always happy to investigate any concerns customers have about their accounts.

In the event that an account falls into arrears we do everything possible to assist the customer with making alternative payment arrangements.

In regard to debt recovery action via DCA's I would say that this would be considered a last resort and would follow a lengthy period of time in which several attempts have been to get in touch with the customer in order to discuss the reasons behind their arrears together with what steps can be taken to remedy the situation.

Kind regards,

Lee

Web Relations Team

Vodafone UK

[leclerc]

Re: Lowell ... where to go from here?

Lee, do you think that the customer should speak directly with Vodafone since you have already sent the debt to a DCA? Would you still be able to deal with a query on a closed account to resolve the issue in spite of the account being sent to a DCA?

BTW, I would not suggest the OP emails webrelations but writes to Vodafone head office instead.

[Angry Cat]

Re: Lowell ... where to go from here?

Lee, do you think that the customer should speak directly with Vodafone since you have already sent the debt to a DCA? Would you still be able to deal with a query on a closed account to resolve the issue in spite of the account being sent to a DCA?

BTW, I would not suggest the OP emails webrelations but writes to Vodafone head office instead.

Agree, leclerc!

[Vodafone Company Rep]

Re: Lowell ... where to go from here?

Lee, do you think that the customer should speak directly with Vodafone since you have already sent the debt to a DCA? Would you still be able to deal with a query on a closed account to resolve the issue in spite of the account being sent to a DCA?

BTW, I would not suggest the OP emails webrelations but writes to Vodafone head office instead.

Hi again leclerc,

On the basis that they are disputing the balance then they are welcome to raise the issue again with us directly.

In the case of a dispute we do retain the ability to investigate the account regardless of whether it's been referred to a DCA.

Best wishes,

Lee

Web Relations Team

Vodafone UK