Next opened account without my permission.

piratefairy

Hi, I'm not sure if this is the right place to post, but I was after some advice.

About a year ago, I called up the customer services number on the Next website to check if an item of clothing was available in my local store, and if so to ask them to hold it - had done this before, without having an account, with no problems.

The lady on the phone asked if I had an account, I said no, as I have never opened or wanted one. She then went on to do the stock check, and put an item on hold for me, taking a few details. I checked, as this was odd, and she assured me she was not opening an account.

Soon after this, I began receiving the usual marketing and advertising rubbish emails they send with new products, along with a welcome to next! type email, which set alarm bells ringing. I called them, they asked for a customer number, which I did not have as I was not aware I had an account. Explained what had happened and that I wanted to check if I had an account, they said they couldn't give me the customer number over the phone, but yes there was an account in my name. They also said they couldn't close the account, only make it inactive, and that it would be on my credit rating.

Naturally I was furious. Contacted their Head Office, who confirmed that the account could never be closed, just made "cash only". I eventually got them to agree to delete all the details, after having to obtain a copy of the original phone call, and drawing to their attention the fact that I had requested that they do not use my details for an account, and the call representative assuring me this was not what she was doing.

I finally received a letter, apologetically explaining that the misunderstanding had been rectified, and the details of mine which were held by Next had been erased and the account had been removed from my credit report. They also assured me that I would no longer receive any further correspondence from them.

Imagine my dismay when six months later, I receive more newsletters from them, and a discount for my next order.

Any advice as to where to go from here?

RadoJo

Newsletters and a discount offer don't necessarily mean your account is still active - have you checked whether your account is active?

piratefairy

I've called them up and they say it isn't.
But why would I get a letter to say that they were no longer holding any of my details. Clearly this is not the case, as they still h ave my email address details on their records.

RadoJo

I'm guessing their marketing information is separate from their account information, so whilst they've removed your name from their account system, you are still 'opted in' to receive promotional material from them. It's quite common to keep this data separate, and should be easily remedied by reminding them that you asked for ALL your data to be removed, not just that pertaining to the unwanted account.

piratefairy

I did, and following my conversations with them, they wrote to me to confirm that ALL of my data was removed. Guess not. At least, having spoken to them today, there is no longer any account in my name, and it is not on my credit rating. Not that that bothers me, having never had to be credit checked, but you never know.

RadoJo

It's pretty poor practice, but it wouldn't surprise me - I spent ages trying to convince them that no matter how many times they sent me a catalogue, I wasn't ever going to pay for one. The final time I started the conversation by asking if the catalogue was recyclable, which I think surprised someone into action as I haven't had one since! So long as they aren't affecting you negatively I guess it's liveable with, but I would have thought it would be common sense when a customer complains about a problem as extensive as yours that they would remove you from all their databases and double check before telling you it's done!

wetbum

In March 2010, I purchased a couple of items from Next Online, paying (so I thought) up front with my debit card. I rather stupidly didn't read all the T&Cs, so I don't need the smug and snotty comments from the T&C police, thanks. I know it was daft, but I've never actually met anyone that does read them. As they are a well-known company, it didn't occur to me that they might be dishonest.

I started to get invoices sent to me and rang them to ask what it was about, stating that I'd paid upfront. Not once was I told that an account had been opened. I told them they had made a mistake and that was that - I didn't pay anything else. At this time, my mother was dying and to be honest I was focused on her and nothing else. She died in November, by which time Next had defaulted me. In January 2011 I realised what had happened and paid immediately, after a few well-placed choice words.

My previously perfect credit rating is now !!!!!!ed and it has to be said that Next customer services are spectacularly unhelpful, particularly given that I feel their practices are underhand and dishonest.

Anyone got any advice about reclaiming a brilliant credit rating?

scheming_gypsy

wetbum wrote: »

In March 2010, I purchased a couple of items from Next Online, paying (so I thought) up front with my debit card. I rather stupidly didn't read all the T&Cs, so I don't need the smug and snotty comments from the T&C police, thanks. I know it was daft, but I've never actually met anyone that does read them. As they are a well-known company, it didn't occur to me that they might be dishonest.

I started to get invoices sent to me and rang them to ask what it was about, stating that I'd paid upfront. Not once was I told that an account had been opened. I told them they had made a mistake and that was that - I didn't pay anything else. At this time, my mother was dying and to be honest I was focused on her and nothing else. She died in November, by which time Next had defaulted me. In January 2011 I realised what had happened and paid immediately, after a few well-placed choice words.

My previously perfect credit rating is now !!!!!!ed and it has to be said that Next customer services are spectacularly unhelpful, particularly given that I feel their practices are underhand and dishonest.

Anyone got any advice about reclaiming a brilliant credit rating?

if you paid up front... what was on the invoice? or didn't they deduct the money originally?