WARNING DO NOT USE 'Debt Line'

Debt_Line

Hi Churchrat,

The best thing that I can do is to do everything in my power to stop this from happening again. Unfortunately I can’t sit behind every employee that we have.
The fact is that this does happen to every company including your high street banks.

However, I can Promise that action will be taken against any employee that takes a payment without full permission. I can also promise that any payment taken under these circumstances will be refunded in full. I do not wish to see this happen again as much as any future or current client does.

I have already spoken to my managers and shown them this forum and communicated to them the seriousness of this matter. I have also spoken to my call investigations team to report directly to me any investigations of this nature that come through were we have been in the wrong.

Currently our process is as follows.

On a daily basis our managers will listen to random calls of every agent actively looking for ways we can improve our call as well as looking out for any compliance issues, such as the reason behind this topic.

I also have another team, which are independent to the front line teams who once a week will sit with each manager and conduct a random call audit on each team looking for the same areas of improvement.

Following this thread, I am now looking to conduct audits myself on a weekly basis with my managers.

I am also open to any suggestions of how you guys think we could improve our safe guards against this happening again.

Our company ethos is to listen to our clients and the general public. I appreciate the feedback that we have received from this thread and will continue to keep an eye on your comments

10past6

Debt_Line wrote: »

The free services will offer you support and advice

Correct

But this in NOT correct:

Debt_Line wrote: »

but ultimately it will be down to you to deal with your creditors in setting up the plan, negotiating and making arrangements

As per OFT Debt collection guidelines:

c. refusing to deal with appointed or authorised third parties, such as Citizens Advice Bureaux, independent advice centres or money advisers

d. contacting debtors directly and bypassing their appointed representatives

The above applies to both debt charites and fee charging companies.

For anyone considering going with a fee paying company, LOOK AT MY SIGNATURE

combo81

Debt_Line wrote: »

Hi Churchrat,

The best thing that I can do is to do everything in my power to stop this from happening again. Unfortunately I can’t sit behind every employee that we have.
The fact is that this does happen to every company including your high street banks.

However, I can Promise that action will be taken against any employee that takes a payment without full permission. I can also promise that any payment taken under these circumstances will be refunded in full. I do not wish to see this happen again as much as any future or current client does.

I have already spoken to my managers and shown them this forum and communicated to them the seriousness of this matter. I have also spoken to my call investigations team to report directly to me any investigations of this nature that come through were we have been in the wrong.

Currently our process is as follows.

On a daily basis our managers will listen to random calls of every agent actively looking for ways we can improve our call as well as looking out for any compliance issues, such as the reason behind this topic.

I also have another team, which are independent to the front line teams who once a week will sit with each manager and conduct a random call audit on each team looking for the same areas of improvement.

Following this thread, I am now looking to conduct audits myself on a weekly basis with my managers.

I am also open to any suggestions of how you guys think we could improve our safe guards against this happening again.

Our company ethos is to listen to our clients and the general public. I appreciate the feedback that we have received from this thread and will continue to keep an eye on your comments

Why do companies like this say they have loads of staff, is that so they look professional? Ill guess its three blokes in a small pokey office, sitting around a dozen phones.

Even the website looks full of B.S

churchrat

combo81 wrote: »

Why do companies like this say they have loads of staff, is that so they look professional? Ill guess its three blokes in a small pokey office, sitting around a dozen phones.

Even the website looks full of B.S

I really don't understand why people use conmpanies like these--the companies who say " we can really help you" and then go on to take loads of money away from customers who they KNOW can't afford it.

Anyone is reading this thread who is considering using a company for help would you please just ask one of the free ones for advice first ? If you then want to pay for the help then please do so, but get all the info first.

There are lots of alternatives out there.

ns89

I have a similar experience. In sept 2011, recommended by my dad to sign up with debt line. They seemed helpful but they not until money was being debited out of my bank account without permission.

I didn't sign any agreement forms and never received my online account username and password.

I didn't have time to call them because I work shift hours and calling from work on my mobile is extortionate.

Anyway, just last week I rang debt line to ask for a refund because I'm going into full time education and getting a dro in the new year.

They refused me very abruptly. They said how they spent a lot of their time speaking to my creditors etc etc. But my reply caught them out, I said I never signed and posted the agreement back but you have been taking money out of my account, even though I cancelled the direct debit 5 days before payment date.

They said I should try to write a letter asking for refund but I may not get it.

I'm sorry but that's 4 months of my money, no-one is entitled to it without permission in writing.

I was astounded debt line charges £30 in fees. I was never told that in the initial first stage.

I'll post an update if I get a refund, if not il be calling trading standards.

rayhar

I too was taken for £100 when I filled in a online form in a bit of dispare and you had to enter your card details after filling out the form I thought about it and sorted everything out myself so having heard nothing I phoned to tell the slaes team that I did not want to proceed and was told to get a refund as they had taken the £100 out the next day to me filling out the on line form (what about the cooling off period ) I was told I would need to write, in which I did and then recieved signing forms a day after this which I also returned not signed with cancelled wrote on it. After many weeks I got a letter to say it was being looked into and then weeks latter one to say no refund. So they took their fee of £30 and £70 to pay to creditors they never had any details about. So my advise is steer clear of this firm. I note they say in reply to another forum item that they deal with many thousend of clients. You don't have to be good at maths to work out how much they are making out of other poor people. It cost me £100 by my mistake don't you be the next sucker.!!!!!