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Argos - Account Fraud

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Good evening all! I'm hoping that you good people out there can give me some advice :)

Basically my fiance and I tried to purchase a fridge-freezer at the local Iceland store and it was refused . . . being an ex student I was used to this, however, my partner has a perfect credit score (according to Equifax) so we were a bit puzzled.

To cut a long story short we ordered her credit file from Experian and noticed some details we were not sure of. . . being 'Linked Addresses'.

After doing far too much reasearch we have discovered the following:
  • An account has been setup using just her name / VERY old address / D.O.B
  • An individual has managed to both order, and obtain, items from Argos Direct and THEN get a store card racking up a total debt of nearly £800
  • No money has ever been paid to Argos and the debt has now been passed over to Carbot Financial Ltd
We asked for the original application form to be sent to us so we could look over the details and half the form is empty . . . . when the account was created no contact numbers were taken, the employment details were empty, the bank section clear and . . . the best part . . . the signature spelt totally wrong!!!

We've contacted the police . . . who are of little help! We've contacted Trading Standards . . . who are of little help! . . . so I'm turning this over to you lot for some ideas :)

Oh . . . I forgot to mention, using the previous address details on the application we KNOW the individual who set up the account . . . its someone my fiance used to go to school with MANY MANY years ago!

We feel discusted that we have to spend the next few weeks / months correcting credit files, and yes she walks away free. We also really want to complain to Argos and make them aware how discusted we are, how much work / stress / loss this has caused . . . and would we be due any form of compensation.

The latest I have got with this is to send a 'statement of request' to get EVERYTHING they have regarding both my fiance, and the account in question.

... I look forward to all your replies :)

Thanking you

Lee
«1

Comments

  • standupguy
    standupguy Posts: 904 Forumite
    Ok, so it looks to be a case of ID fraud.

    It appears that the "lender" is

    Home Retail Group Card Services Limited
    Royal Avenue
    Widnes
    WA88 1AA

    and I see that they are authorised with the FSA.

    You should make a formal complaint ( in writing) to the card issuer detailing the fraud and the effect it is having on the credit file.

    State that "you are aware that they are an authorised company on the FSA register and that this complaint should be dealt with under their formal complaints handling procedures"

    This sets the ball rolling and puts them on notice that this needs sorting quickly.

    If they cannot resolve your complaint satisfactorily within the regulated timeframes then you have the right to take this to the Financial Ombudsman service.

    What will happen is that it should be resolved quickly and you may find a cifas marker put on your partners credit file to enable future lenders to check that it is your partner applying for credit and not another fraudulent application in her name.
  • Thank you for the advice, below is my first ever complaint letter that I am going to be posting tomorrow morning:

    -=-=-=-=-=-=-=-=-

    Dear (Name details hidden on Money Saving Expert).

    Browsing through the latest copy of an Argos catalogue I found that ‘perfect’ item I had wanted to purchase for many months. Never having the disposable income to buy the item; I continually put the idea to one side whilst saving as much as I could on a monthly basis.

    One day I had the idea to apply for an Argos Card which appeared to be the answer to all my problems. I could make the purchase I wanted, with the option of paying off in small affordable instalments.

    On the 19th of May 2006 Argos Direct were contacted and a preliminary order of two items was placed (£129.90 and £34.94). I can only presume the ‘standard security / credit checks’ were carried out and a few days later the items were happily received at (Address details hidden on Money Saving Expert).

    Finally, after all the waiting . . . the desired items were in possession!

    A few weeks passed after which the Argos Storecard was received (Account Number details hidden on Money Saving Expert) which meant that further purchases could be made with the benefit of being able to spread the payments. After visiting several stores in both Northampton and Wellingborough, it did not take long before my balance was in the region of £780.

    Unfortunately payments were never made, and despite being contacted several times by representatives from Argos, the account in question defaulted on the 16th October 2006. Since this date the debt has subsequently been ‘sold’ to Carbot Financial (Ref details hidden on Money Saving Expert) and the debt in question has been chased time and time again.

    Obviously the above actions have resulted in notes being entered into various files that UK credit references store . . . and subsequently new credit applications have been embarrassingly refused.

    Yet, despite all this, taking into account all the problems this has caused, absolute no regret or guilt is felt! And why is this you may ask? BECAUSE I HAVE NEVER IN FACT HAD AN ARGOS STORECARD OR ACTUALLY APPLIED FOR ANY CREDIT WITH ARGOS (or related companies) AT ANY POINT IN MY LIFE!!! THE ABOVE IS A TRUE STORY, AND EXPLAINS HOW SOMEONE ELSE MANAGED TO COMITT FRAUD AND OBTAIN CREDIT USING MY DETAILS, WITHOUT MY PERMISSION, OR EVEN KNOWLEDGE!!!

    My name is (Name details hidden on Money Saving Expert), and after being publicly humiliated applying for credit with a store in Northampton I became concerned about what details were contained within my credit file. After carrying out my own investigation into the matter I have discovered that an old acquaintance has used:
    • My name
    • Date of birth
    • An address that I lived at over 3 years ago

    To pass any insufficient ‘security / credit checks’ that you may carry out as standard procedure to amass a debt, not far off, £1,000. Argos may feel that this ‘unfortunate’ matter has already resulted in the company having to sell the debt to a financial organisation, and there is little else that can be done. However, I feel violated, disgusted and annoyed that such a fundamental error has occurred . . . that simple credit and security processes can fail in such an essential way! Imagine the embarrassment felt when being denied credit in a public store! I was trying to buy my first house with my fianc!, which fell through (due to not being able to obtain a mortgage . . . . I wonder why?!?), and as a result had to move to alternative rented accommodation which did not have essential appliances. As you already know, I was refused credit so had to purchase using alternative means . . . . being a credit card with higher APR than I was expecting to pay.

    I have recently obtained a copy of the V12 application form that was ‘completed’ to obtain the additional Argos Card . . . I say ‘completed’, in fact only about 10% of the form has been used in any way. Areas I would like to bring to your attention are:
    • No telephone contact details were entered
    • No employment details were entered
    • No bank details were entered
    • The signature on the form does not even spell my name
    • To ‘rub salt in the wound’ you have allowed for a completely unknown individual to be an additional card holder

    How an individual can have sufficient security / credit checks and obtain finance, taking the above into consideration, scares me immensely! It appears to me that 5 minutes deceptive work by one individual can easily result in up to 6 years of consequence for another (if they follow, what appears to be, Argos’s standard practices).

    As you can tell, it is not just Argos who has been affected by the simple disregard for standard practices. The stress and financial implications are still being experienced by myself to this date . . . and I have been reliably informed . . . will for many months to come.

    I am aware that Argos are an authorised company on the FSA register, therefore this complaint should be dealt with under your formal complaints handling procedure. Should this matter not be dealt with in a quick and satisfactory manor I will have no option but to take my complaint further, including exercising my right to the Financial Ombudsman Service.

    I look forward to your response.

    Yours sincerely,





    P.S I have decided to send this letter to you via ‘Special Delivery’ as my resent dealings with Argos has proved to me that, should ANY personal details fall in the wrong hands, no matter how insignificant, an individual can apply for finance with yourselves.
  • C_Ronaldo
    C_Ronaldo Posts: 4,732 Forumite
    1,000 Posts Combo Breaker
    Keep us updated
    No Links in Signature by site rules - MSE Forum Team 2
  • Ronaldo,

    Will keep this forum update of any outcome. Did speak to our in house solicitors today, one of them has kindly offered to give them a call and drop some legal jargon into the conversation should we not get a suitable reply :) So could be intersting! After all, if at the VERY LEAST, we get Argos to look into their proceedures it MAY prevent this happening to someone else.

    Oooooooohhhh,

    I also wish to thank you for your 'useful' comments. What I found particular interesting was your need to use sarcasm / humour in your response! Someone once told me . . . . this never does you any favours! :)
  • tictax
    tictax Posts: 157 Forumite
    When writing the complaint letter just keep to the pure facts of the case. Don't put in sarcasm or wit as the person dealing with your letter will find it difficult to understand what has happened. In the meantime make sure that this is disputed on your credit file and put a notice of correction on your file to state that ou believe that your details have been used fraudulently.
  • Debt_Free_Chick
    Debt_Free_Chick Posts: 13,276 Forumite
    10,000 Posts Combo Breaker
    Dear Sir

    I am writing in connection with the credit agreement and card issued under reference ....(insert card number or other reference from the credit agreement).

    Please note that this agreement was not taken out by me and appears to be a case of Identity Fraud/Theft. Would you please freeze the account immediately and take the necessary action to remove me as the card-holder and correct my credit record.




    You act as though the card issuer has done something wrong here - they haven't. THEY are the victim of fraud as they have lent money which has not - and in all likelihood will not - be repaid. There's no need to threaten "further action" in the first letter you send them - in fact, it's pretty rude to do so and completely unreasonable. Give them a chance to sort it out, first.

    Your girlfriend must send and sign the letter. Then get her to check all the other credit reference agencies. Put a notice of correction on each - a brief one! e.g.

    Please note that I did not take out the agreement with Home Retail Group Card Services Ltd and have filed a claim for Identity Theft.

    Then get her to consider protective registration with CIFAS

    HTH
    Warning ..... I'm a peri-menopausal axe-wielding maniac ;)
  • Debt_Free_Chick
    Debt_Free_Chick Posts: 13,276 Forumite
    10,000 Posts Combo Breaker
    C_Ronaldo wrote: »
    Keep us updated

    :rotfl: :rotfl: :rotfl:
    Warning ..... I'm a peri-menopausal axe-wielding maniac ;)
  • Debt_Free_Chick
    Debt_Free_Chick Posts: 13,276 Forumite
    10,000 Posts Combo Breaker
    LeeBee666 wrote: »
    After all, if at the VERY LEAST, we get Argos to look into their proceedures it MAY prevent this happening to someone else.

    It won't - it's fraud. It's like murder - there's a law against it, but it don't stop it happening ;)
    Warning ..... I'm a peri-menopausal axe-wielding maniac ;)
  • djohn2002uk
    djohn2002uk Posts: 2,323 Forumite
    You act as though the card issuer has done something wrong here - they haven't. THEY are the victim of fraud as they have lent money which has not - and in all likelihood will not - be repaid.

    I think they have by not making sure the application form was filled in correctly as per the OPs post indicating that only about 10% of the form was used and accepted and none of the 5 bulleted items were requested.
    That seems grossly negligent to me and the card issuer deserves all they get.
  • Lavendyr
    Lavendyr Posts: 2,610 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    LeeBee666 wrote: »
    Oooooooohhhh,

    I also wish to thank you for your 'useful' comments. What I found particular interesting was your need to use sarcasm / humour in your response! Someone once told me . . . . this never does you any favours! :)

    I actually have to agree with Ooooooohh, though I wouldn't put it in quite the same way as he did. :o sadly, no matter how satisfying it may be to write a long, sarky letter like the one you have written, it is more likely than anything to simply get the recipient's back up. You would be very likely to receive a more positive and helpful response through writing a brief letter simply stating the facts, explaining your dissatisfaction, laying out the steps you would like Argos to take towards resolving the matter and thanking them for their anticipated swift action. Debt_free_chick's letter is much better - it is short, to-the-point, lays out any expectations of action and avoids rudeness.

    I do hope you get a response, but in the event that you don't, I also hope that you will take on board the advice that you are far more likely to get somewhere (in pretty much anything in life) if you take a polite, clear approach rather than a sarcastic, antagonistic one.
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