TV Licensing Error

Psychofly

Hi,

My parents who are in their 60's are getting very stressed about an ongoing issue with TV Licensing and I'd like some advice about what they can do.

My mum paid the TV License at a payment kiosk in her local high street, she still has the receipt for the payment. Since then they've had a succession of more and more threatening letters from TV Licensing and some phone calls. They've also sent a copy of the receipt to TV Licensing which they've acknowledged receipt of but they insist they have no record of the payment on their system, the information they need to get from the kiosk seems to not have made it through. The latest letter is threatening £1000 fine and telling them that their house is under investigation.

They're getting very stressed by this and in my opinion, given that they have a receipt, they have plenty of proof that this was paid and the kiosk and TV Licensing should be fighting the matter out between themselves.

I've suggested writing a letter to complain to TV Licensing and asking them to put any further action against them on hold until the complaint is resolved. Is there an ombudsman they can complain to that will cover this ?

Any advice is appreciated, they always always pay things on time and have never been in this sort of situation before and it's really getting to them. My dad suffers badly from stress at the best of times and this isn't helping the situation.

Thanks in advance.

macman

Have you spoken to the kiosk? That should be the first stage, if you have a receipt.

Psychofly

I'll need to double check this. My mum was talking about going to complain to the kiosk but I think initially she was waiting because someone she talked to at TV Licensing said that it was maybe just delayed getting to them and even advised her to ignore any future letters but they've become more and more threatening. I'll check with her tonight if she's actually talked to the kiosk yet.

macman

If the kiosk haven't processed the payment properly, then the licensing authority is perfectly within it's rights to chase the payment.

Psychofly

Surely though if they've already produced an official receipt from an authorised pay point then it's up to TV Licensing to take up the issue with the kiosk ?

macman

I don't know what the receipt demonstrates-does it show that she paid them, or that they paid the licensing authority?
You may well be correct, but isn't it easier just to ask them, rather than start involving ombudsmen etc? Anyway, to do that you would have to exhaust the agency's existing complaints procedure first.

Farway

Psychofly wrote: »

Surely though if they've already produced an official receipt from an authorised pay point then it's up to TV Licensing to take up the issue with the kiosk ?

If the TV folk work like car tax folk, then unless you pay them directly by post or DD they take line that other payment takers, such as Post Office, are "agents acting on you behalf" thus the onus & problem is yours, not theirs {TV or car tax]

very unfair, but that is the way of it I suspect

I always send a cheque in post to TV, at least I know it got there & was cashed by them

Former_MSE_Alana

Hi,

We have received this response from TV Licensing Support:


"I spotted your recent post and wanted to look into this for you so that we can get this sorted out for your parents as soon as possible. It sounds like you've already spoken to TV Licensing, but if you do need any further assistance, please do drop me an email support@tvlicensing.info and I'll look into it straight away.

Regards
TV Licensing Support"