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Complaint letter to HBOS any thoughts?
annamack
Posts: 44 Forumite
To whom it may concern
I am writing to Complain with regard to the appalling way in which Halifax/ Bank of Scotland have handled my personal details and my personal loan.
I began receiving phone calls to my home in September 2008 stating I had arrears in payments to my loan, as far as I was aware any arrears had been brought up to date by the end of September this was confirmed by one of your advisors. These calls were aggressive and threatening in their nature. I repeatedly asked for an explanation of any missed payments but was not given any. I also requested on every occasion for these arrears to be put in writing again this was never done. I was also asked to make payments to my loan when the payments were not due. On the 9th of October 2008 I sent a complaint letter, a copy of which I have enclosed and to which I still have had no reply.
On the 7th of November 2008 at 8.30 am I received a phone call from Albion debt collectors. Once again I had received nothing in writing to inform me of this action and still have not. I spoke to an advisor called Rachael and when I asked her what the alleged missed payments were she did not know! I was asked to go to a branch and get a statement and call her back, which I did, unfortunately the next advisor I spoke to was incapable of transferring my call to her. I asked to go through my payments with this advisor but was told “ Rachael has already discussed this with you everything is correct” this was a blatant lie and I was denied my request to speak to a manager. I was then told to call your customer service department, which I did and spoke to Katherine. Katherine told me your department had received my letter of complaint and a reply from a Mr. Simpson had been sent out to me on the 22nd October 2008. I never received a reply and to this date still have not. Katherine then began to read the reply to me but stopped and asked me to confirm my address, I did this and she then said “ oh my god I don’t believe this we have your old address” this is where the reply was sent to. I was then passed to Caroline who confirmed that a part of your system had not updated my address change correctly in January 2007. Caroline told me she would look at my account and call me back. Caroline did call me back then proceeded to inform me that £615.95 had been added to my account in charges and as I had never had any notification of these charges they would be refunded and the outstanding amount that I was required to pay was £47. I was told that Caroline would call me on Wednesday 12th November 2008, as it would take some time for the charges to be refunded. I never received that phone call.
On 18th November at 8.30am Bank of Scotland collections department called me and requested that I pay £660.
I contacted your complaints department with regards to this call and spoke to Mr. Summers who explained I was still on an automatic dialling system and he would remove me from this to stop any calls. I was then informed by Mr.Summers that this would all be sorted out in 5 working days.
On the 18th November at 8.30pm Albion debt collectors called this was in front of all my family as it was my husbands 40th birthday. I was told this was a dialling error.
On the 19th November at 8.25am Bank of Scotland collections department called.
The advisor laughed said “oops we shouldn’t be calling you should we” and hung up.
On the 19th November at 7.10pm Bank of Scotland collections department called. I was not home.
On 21st November at 8.25am Bank of Scotland collections department called and requested a payment.
On 21st November at 7.20pm Bank of Scotland collections department called and requested a payment, as “this was all to have been sorted out by today”.
On the 27th November I received a letter from your collection department telling me I am in arrears to the amount of £1295 this letter was dated 17th November a copy of which I have enclosed. This is the only letter I have ever had from you with any reference to arrears; Notice of arrears was also plain to see in the window of the envelope, which should only have shown my address.
On this same date a representative of the Citizens advice bureau spoke to Mr.Simpson in your complaints department. Mr. Simpson could not locate my details at first as my old address is still on your system. Mr. Simpson has assured the CAB that this will all be sorted out by Thursday 4th December 2008 and the phone calls will cease.
On 28th November at 8.19am Albion Debt collectors called. I was told this was a dialling error.
At this moment in time I have no confidence what so ever that the Bank of Scotland will sort this problem out.
The stress and upset this catalogue of errors has caused to myself and my family is unimaginable. I have been subjected to abuse and threatening behaviour from your collections department. I have been caused embarrassment in front of my family and friends.
I am now being prescribed sleeping tablets from my doctor and have had to use two weeks holiday from my job as my performance at work has been severely affected.
This also had an affect on my relationship with my husband as he began to question if I was telling him everything because he could not comprehend that a Company as big as yourselves could make the mistakes that you have.
My children have had to witness myself being extremely upset because of your phone calls.
I also have the added worry of whom you have given my personal data to
I would like the following action taken by Bank of Scotland in an attempt to remedy this awful situation.
First and foremost I would like an apology for the stress, upset and damage caused.
I would like an assurance that all my personal details that you hold are up to date and relevant.
I request that you cleanse my credit file and provide me with a copy if this.
An amount of compensation relevant for the damage you have caused to my health and well-being and the stress you have placed me under.
I am writing to Complain with regard to the appalling way in which Halifax/ Bank of Scotland have handled my personal details and my personal loan.
I began receiving phone calls to my home in September 2008 stating I had arrears in payments to my loan, as far as I was aware any arrears had been brought up to date by the end of September this was confirmed by one of your advisors. These calls were aggressive and threatening in their nature. I repeatedly asked for an explanation of any missed payments but was not given any. I also requested on every occasion for these arrears to be put in writing again this was never done. I was also asked to make payments to my loan when the payments were not due. On the 9th of October 2008 I sent a complaint letter, a copy of which I have enclosed and to which I still have had no reply.
On the 7th of November 2008 at 8.30 am I received a phone call from Albion debt collectors. Once again I had received nothing in writing to inform me of this action and still have not. I spoke to an advisor called Rachael and when I asked her what the alleged missed payments were she did not know! I was asked to go to a branch and get a statement and call her back, which I did, unfortunately the next advisor I spoke to was incapable of transferring my call to her. I asked to go through my payments with this advisor but was told “ Rachael has already discussed this with you everything is correct” this was a blatant lie and I was denied my request to speak to a manager. I was then told to call your customer service department, which I did and spoke to Katherine. Katherine told me your department had received my letter of complaint and a reply from a Mr. Simpson had been sent out to me on the 22nd October 2008. I never received a reply and to this date still have not. Katherine then began to read the reply to me but stopped and asked me to confirm my address, I did this and she then said “ oh my god I don’t believe this we have your old address” this is where the reply was sent to. I was then passed to Caroline who confirmed that a part of your system had not updated my address change correctly in January 2007. Caroline told me she would look at my account and call me back. Caroline did call me back then proceeded to inform me that £615.95 had been added to my account in charges and as I had never had any notification of these charges they would be refunded and the outstanding amount that I was required to pay was £47. I was told that Caroline would call me on Wednesday 12th November 2008, as it would take some time for the charges to be refunded. I never received that phone call.
On 18th November at 8.30am Bank of Scotland collections department called me and requested that I pay £660.
I contacted your complaints department with regards to this call and spoke to Mr. Summers who explained I was still on an automatic dialling system and he would remove me from this to stop any calls. I was then informed by Mr.Summers that this would all be sorted out in 5 working days.
On the 18th November at 8.30pm Albion debt collectors called this was in front of all my family as it was my husbands 40th birthday. I was told this was a dialling error.
On the 19th November at 8.25am Bank of Scotland collections department called.
The advisor laughed said “oops we shouldn’t be calling you should we” and hung up.
On the 19th November at 7.10pm Bank of Scotland collections department called. I was not home.
On 21st November at 8.25am Bank of Scotland collections department called and requested a payment.
On 21st November at 7.20pm Bank of Scotland collections department called and requested a payment, as “this was all to have been sorted out by today”.
On the 27th November I received a letter from your collection department telling me I am in arrears to the amount of £1295 this letter was dated 17th November a copy of which I have enclosed. This is the only letter I have ever had from you with any reference to arrears; Notice of arrears was also plain to see in the window of the envelope, which should only have shown my address.
On this same date a representative of the Citizens advice bureau spoke to Mr.Simpson in your complaints department. Mr. Simpson could not locate my details at first as my old address is still on your system. Mr. Simpson has assured the CAB that this will all be sorted out by Thursday 4th December 2008 and the phone calls will cease.
On 28th November at 8.19am Albion Debt collectors called. I was told this was a dialling error.
At this moment in time I have no confidence what so ever that the Bank of Scotland will sort this problem out.
The stress and upset this catalogue of errors has caused to myself and my family is unimaginable. I have been subjected to abuse and threatening behaviour from your collections department. I have been caused embarrassment in front of my family and friends.
I am now being prescribed sleeping tablets from my doctor and have had to use two weeks holiday from my job as my performance at work has been severely affected.
This also had an affect on my relationship with my husband as he began to question if I was telling him everything because he could not comprehend that a Company as big as yourselves could make the mistakes that you have.
My children have had to witness myself being extremely upset because of your phone calls.
I also have the added worry of whom you have given my personal data to
I would like the following action taken by Bank of Scotland in an attempt to remedy this awful situation.
First and foremost I would like an apology for the stress, upset and damage caused.
I would like an assurance that all my personal details that you hold are up to date and relevant.
I request that you cleanse my credit file and provide me with a copy if this.
An amount of compensation relevant for the damage you have caused to my health and well-being and the stress you have placed me under.
0
Comments
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Give them a time limit by which to reply say 10 days from postmark, also send to both parties and send as a 'signed-for' delivery.
:D stay wonky :D
....one-way ticket to Portugal booked !0 -
Will do and the fos are involved so a copy will go them too. I just wanted to make sure I was getting my point across without rambling. Cheers for the date advice0
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Give them a time limit by which to reply say 10 days from postmark, also send to both parties and send as a 'signed-for' delivery.
You can do this, but they will have set timescales in which they handle complaints and you will probably only get a holding letter from them. I would also call them after (whatever timescale you set) and enquire as to the status of your complaint. You can get the phone number for Customer Relations for HBOS from leaflets they have in their branches.0 -
flying_fresian wrote: »You can do this, but they will have set timescales in which they handle complaints and you will probably only get a holding letter from them. I would also call them after (whatever timescale you set) and enquire as to the status of your complaint. You can get the phone number for Customer Relations for HBOS from leaflets they have in their branches.
The letter from the fos says they have 8 weeks and I sent my first one on the 9th Oct. So if I go from that date their time is pretty much up but I dont know if they will take it from then or when this whole mess came to light on the 7th Nov. Still getting calls 8.19am this morning and 8.19pm tonight could set my alarm by them. Unfortunatley:rotfl:0 -
The letter from the fos says they have 8 weeks and I sent my first one on the 9th Oct. So if I go from that date their time is pretty much up but I dont know if they will take it from then or when this whole mess came to light on the 7th Nov. Still getting calls 8.19am this morning and 8.19pm tonight could set my alarm by them. Unfortunatley:rotfl:
Yikes :eek:
Good luck!0 -
Will keep you posted. I may call them every time I get a call see how they like it. Or take a little walk up to the mound and complain in person.:p0
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Annamack, what's happened to you really sucks.
The thing is, complaining will possibly get this stuff resolved but certainly won't change anything about how that office deals with people.
Can any legal minds work out whether we can sue for harrassment?0 -
Hi Peekay
The CAB did say to keep in touch and they did mention a solicitor getting involved. I know what you mean though about them treating people this way. They wont change the way they treat people until shamed in to doing so. I will contact the CAB again if this isnt sorted out by Thursday and I will defo take it further if they dont do as I asked in my letter. Maybe the press would be interested dont want my face splashed all over the papers though.0 -
That is absolutely ridiculous. I can't believe how useless they are being. Good Luck with getting it sorted and hope you can sort things with your family. Hugs.
dfMaking my money go further with MSE :j
How much can I save in 2012 challenge
75/1200 :eek:0 -
Thank you dancing fairy. All cool with the family,tbh if my hubby had been getting these calls I would have questioned if I was being told everything too. He should never have been put in that crap position. Do you think my letter is ok? have tried to make it as concise as possible while still trying to get my point accross.0
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