Hoist finance / Lowell ccj payment plan issues

[Happy2023]

Good morning everyone looking to get some help with regards to a issue I currently find myself in that is actually not my fault

I have a very old CCJ that's no longer on my credit file due to its age but once it was issued I went to court and set up a payment plan with the court of £20 a month that the company agreed to this was back in 2015

I've never missed any payments on this court order in 8 years and I still currently owe £1500

I have been trying for the last 2 weeks to make the £20 payment as I do every month online via the hoist finance payment page yet this month Its not allowing me to make a payment or even log into my account and its giving me a message that I can't make the payment as my account and the company have been sold to LOWELL and all payments now must be sent to them. It then gives a link to make the payment with Lowell's

Once the link is clicked it takes me to the Lowell page and asks me to sign up to make the payment yet it doesn't accept my current hoist reference number so again I can't make the payment as I have no Lowell reference number

I've called Lowell and they advised me I'm not on the system after checking my name and address details and he stated I need to wait for a letter with a reference number I explained about the court order and he said there is nothing he can do and refused payment

I've called hoist finance again this morning they pulled up my account and said it's been sold to Lowell and all payments must now go to them I again explained my issues and he stated there is nothing he can do and that I must wait for communication from Lowell but not to worry easier said then done

I even sent a email of complaint to the CEO of Lowell last week asking for help and to be fair he replied within the hour with apologies saying he would pass it onto a colleague to deal with but I'm now near my payment deadline and I don't want to miss a payment

This whole situation is unfair so would anyone have any suggestions on how I should now proceed ? I obviously don't want to miss a payment after 8 years of payments on time all at no fault of my own

Thank you

[atticus]

2 immediate thoughts:

1. If they do not get back to you within say 2 weeks, contact them again and let them know you want to keep up these payments.

2. Put the £20 a month aside so that as and when they get their act together you can give them everything and show that you have not missed a payment.

[Happy2023]

2 immediate thoughts:

1. If they do not get back to you within say 2 weeks, contact them again and let them know you want to keep up these payments.

2. Put the £20 a month aside so that as and when they get their act together you can give them everything and show that you have not missed a payment.

Thank you

[echat11]

Give them two weeks as suggested, then write a formal complaint, tell them that you shouldn't have to chase around companies to find out whats going on, this has caused you 'stress and anxiety', failure to resolve the situation and you will lodge a complaint with the FOS. Make sure you get Proof of Postage.

They are so good at bombarding debtors with a multitude of contact, a simple text explaining what is going on and not to worry is all that's needed to put your mind at rest.

[Happy2023]

Give them two weeks as suggested, then write a formal complaint, tell them that you shouldn't have to chase around companies to find out whats going on, this has caused you 'stress and anxiety', failure to resolve the situation and you will lodge a complaint with the FOS. Make sure you get Proof of Postage.

They are so good at bombarding debtors with a multitude of contact, a simple text explaining what is going on and not to worry is all that's needed to put your mind at rest.

Thank you I'll definitely do as suggested best regards

[sunnyday83]

I have the same issue tried logging into hoist finance last night. Have no account reference number for Lowell did their Live online chat and have to wait for letters to come as no account been allocated. It’s ridiculous when payment is due by tomorrow. Never had this problem before.

[Happy2023]

I have the same issue tried logging into hoist finance last night. Have no account reference number for Lowell did their Live online chat and have to wait for letters to come as no account been allocated. It’s ridiculous when payment is due by tomorrow. Never had this problem before.

It's really unfair isn't it and neither company want to take responsibility. I have found the direct payment details for hoist finance to make a bank transfer directly I'm tempted to do it with my hoist reference number just so I can say I've paid and have proof and I don't miss payment

[echat11]

There are no excuses, you shouldn't have to wait for them to get their act together. If they hassle you regards late payments etc, Then follow their complaints procedure, then lodge a complaint with the FOS.

[Happy2023]

Hi everyone just looking to update the thread and get some further advice on how to proceed please if possible as the email I've just received from the customer relations specialist regarding my complaint is disgusting.

I have copied and paste below her response which I personally find so wrong and unfair I haven't caused this situation they have, and they are taking no responsibility for it and I'm now being told I have to arrange a new payment plan with them, or further Acton might be taken. I am really unsure why she also had to mention the threats of action when my whole complaint was that they were not allowing me to make the agreed payment set by the court in 2015 which I've never missed. I've been trying to make a payment they just wouldn't allow it

I have also just logged into the new account as she also sent me the new details and there in no payment plan set up

Anyway, any advice on how to now proceed or even reply would be very grateful thank you.




I write further to our email dated XX March 2023; thank you for getting in touch to raise your concerns and for your patience whilst your complaint has been investigated.

My understanding of your complaint
You are unhappy because during the transfer of your former XXXX account from Hoist to Lowell, you have been unable to make payments towards the account. This has caused you concern as you have advised there is a court order in place which requires you make regular payments, which you do not want to default on.

Findings
At Lowell we take all complaints seriously and every effort is made to ensure that a thorough investigation is undertaken, and the right outcome reached.

In October 2022, Lowell Portfolio I completed the acquisition of Hoist Finance and, since this time, we have been working on the migration of all accounts from Hoist Finance to Lowell Portfolio I.

This process takes place gradually, with a small bulk of accounts migrated to Lowell at a time to ensure all customer data and account information is correctly maintained. Some accounts go through additional checks to ensure the associated data is correct before Lowell writes to the respective customers.

At the point we received your email, dated XX February 2023, your former XXXX account had not yet been migrated completely. As such, you were not able to make payments towards the account.

Whilst I fully understand this situation caused some distress, please be assured the process we are following is standard and forms part of our due diligence checks.

I would also like to reassure you no further legal action will be taken due to non-payment. The County Court Judgment (CCJ) obtained on this account expired in January 2021.

Conclusion
Based on my findings above, I have been unable to uphold your complaint. Nevertheless, I apologise for any distress which may have been caused; I can assure you this would never be our intention. I have placed the account on hold for 30 days. During this time, you can contact us to set a payment arrangement. If we do not hear from you within this time frame, collections contact may continue.

I have issued you with a web registration email so you can register on our secure customer website to check your budget and set affordable repayments. If you’d prefer to talk to someone, call us on 0333 556 5733 and we’ll be happy to help.

If I have misunderstood your complaint or there is any additional information you would like me to consider, please don’t hesitate to contact me. You can call me on Freephone 0800 542 0058 telling me your reason and including any evidence that has not already been provided. Alternatively, you can email me at complaintsresolution@lowellgroup.co.uk or write to me at Lowell Financial Ltd, PO Box 13079, Harlow, CM20 9TE.

The Financial Ombudsman Service also provides a dispute resolution service to assist customers who feel their complaint remains unresolved.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this email.

If you do not refer your complaint in time, the Ombudsman will only be able to consider your complaint in very limited circumstances, for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

For more information, the Ombudsman’s consumer leaflet, “your complaint and the ombudsman” can be accessed via the following link: www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.

Please let us know if you’d like a hard copy of the Financial Ombudsman consumer leaflet sent out by post.

Yours sincerely,

[echat11]

a) I have also just logged into the new account as she also sent me the new details and there in no payment plan set up

Set up the payment plan.

b) Anyway, any advice on how to now proceed or even reply would be very grateful thank you.

I would write back saying, it has taken your complaint for them to set up the 'new account', when they took over the accounts, it should have been a 'seeming-less' transfer, not left you in a situation which has caused you stress and anxiety for a lengthy period of time, not knowing what was going on. Explain that you are minded to lodge a complaint with the FOS.

[Happy2023]

Thanks echat11 I will definitely be replying today with what you have mentioned above and i will probably go to the ombudsman anyway.

Can I also ask as she makes a point about the CCJ being expired in 2021 and saying no further legal action will be taken. I was thinking of just making a offer to clear it in full I have been on chat to them this morning and they are open to discussion on a offer i just don't know what to offer this has been ongoing since 2009 so id love to get it over and done with once and for all

She asked me to make a percentage off offer so any ideas what i should be offering on a £1500 debt.

Thank you

[echat11]

Have a read of the following, make sure you mention the cost of living crisis, mark any offer with 'Without Prejudice' written on the letter, make sure you get Proof of Postage.


https://nationaldebtline.org/fact-sh...ent-offers-ew/ (examples of what you could offer at the bottom, but read the whole page)

Amend the following -

https://nationaldebtline.org/sample-...tlement-offer/

[Happy2023]

Just a quick update they offered me a 90% discount this morning which i accepted and paid in full this morning £155 so a nice outcome in the end thanks again echat11 for your help and advice

[echat11]

Just a quick update they offered me a 90% discount this morning which i accepted and paid in full this morning £155 so a nice outcome in the end thanks again echat11 for your help and advice

Well done great result. Make sure there are no loose ends, you keep email / letter confirmations and it is a Full and Final Settlement.