GGGRRRRR Morecroft THUGS - hear the wrath of Mike St Helens.... after a night shift !

earthmother

It seems to be Moorcrofts standard procedure.

I had dealing with them a few years ago. Bearing in mind I was telesales/customer service trained, and have dealt with some of the most obnoxious people over the phone, they were the only ones I have ever put the phone down on shaking with anger.

It got to the point that if I answered the phone and heard the word 'Moorcroft', I'd just say 'put it in writing' and put the phone down.


They were one of the first debts I paid off at the time (by several months) - and yet one of the last to update their records (and hence my credit report) - so they're no better once they have the money they're constantly demanding.

Let_Robinson_Sing

Mike_St_Helens wrote:

What he should have said and what he did say are 2 very different things.

Infact, what a lot - the majority and im sure a lot of people here will agree, Most DCA's are bullies and intimidate very vunerable people. However I know there is a job to be done and I know they get a lot of stick. Possibly the industry needs regulating much more harshly, like the banks themselves.

Must say, your brave in saying you work with DCA's here.... Good on you, you can try 'mould' the industry into the service that it should be.

I agree with what you say about the industry being regulated. However in Debt collection you never get 2 people the same unfortunately. Yes its true a lot of people who work at DCA'S are bullies and do use intimidation to scare people.

Everyone even people on my team have different ways to deal with calls whether it be a payment plan or someone swearing that they keep getting calls from the dialler system. Some people who work at DCA'S will go out of their way to be a !!!!!!.


How do you fell the service be run seeing as you are on the other end of the phone getting contacted by DCA'S?

rog2

Let_Robinson_Sing wrote:

How do you fell the service be run seeing as you are on the other end of the phone getting contacted by DCA'S?

Isn't this a bit like the executioner asking how you would like the rope tied?

Firstly, you are calling your Industry a 'Service':mad: Service to whom? Even the word 'Service' implies a degree of professionalism which is certainly not reflected in the majority of comments in this forum.

As Mike says, your industry needs regulating - not self-regulation.

Even more important, in my opinion, there should be strict regulation as to when a debt is handed to your sector of the financial industry - how many threads tell of stories of harrassment by DCA's even though creditors had already accepted IVAs and DMP payment plans.

Equally, DCA's should be fully conversant with the facts of the 'debt'. It seems that, in many cases, it is simpler for creditors to hand over the debt to the vultures, rather than to address the problems and try to resolve them directly.

The basic assumption of the majority of DCA's (that I have had the displeasure of dealing with) that we are all 'debt avoiders' goes against basic human rights principles.

Most of us encounter debt through reasons beyond our control, so please don't treat us like a bunch of criminals. If you do, please do not be surprised at our reaction.

rog2

You have the right of reply Mr. Robinson.

Mike_St_Helens

Your right Rog - I completley agree with you on this.

Tootsie_Roll

rog2 wrote:

Isn't this a bit like the executioner asking how you would like the rope tied?

Firstly, you are calling your Industry a 'Service':mad: Service to whom? Even the word 'Service' implies a degree of professionalism which is certainly not reflected in the majority of comments in this forum.

As Mike says, your industry needs regulating - not self-regulation.

Even more important, in my opinion, there should be strict regulation as to when a debt is handed to your sector of the financial industry - how many threads tell of stories of harrassment by DCA's even though creditors had already accepted IVAs and DMP payment plans.

Equally, DCA's should be fully conversant with the facts of the 'debt'. It seems that, in many cases, it is simpler for creditors to hand over the debt to the vultures, rather than to address the problems and try to resolve them directly.

The basic assumption of the majority of DCA's (that I have had the displeasure of dealing with) that we are all 'debt avoiders' goes against basic human rights principles.

Most of us encounter debt through reasons beyond our control, so please don't treat us like a bunch of criminals. If you do, please do not be surprised at our reaction.

I really have found this thread to be quite funny - rog2 you are now attacking someone who although works for a dca has plainly stated he agrees with you and asks a reasonable question.

I will answer your question though regarding service; you forget just who it is the dca's are serving -- certainly not the debtor (i'm not keen on the word). DCA's are there to serve their clients - the lenders. It always strikes me as odd that 'debtors' expect the same level of nicey, nicey customer service form a dca when they have in most cases avoided dealing with the problem. If they had contacted the lender at an earlier stage they probably would have received the sort of response/advice/customer service they were after. I have managed early and late collections departments as well as worked for 3dca's and I can guarantee that the approach was different at each stage, naturally getting harder the longer the debt was outstanding - do you really expect anything else ? Lenders do not employ dca's to provide nice customer service - they want their money back, the fact they have to get the dca involved already means they are losing money and profit on the account.

Most if not all dca's do comply with the debt collection guidlines as laid out by the OFT, what can happen though is that different parties interpret the guidlines in different ways which can lead to misunderstanding - I will also fully accept that some collectors get a bit carried away and will go over the line. Really it is your/our job to ensure that person is reported to their manager so they can be re-trained. I can honestly say that in the 3 dca's I worked for (one of whom in particular gets a lot of bad press) all of them were CCA members and all of them were absolutely committed to complying with all the relevant legislation at a senior level. These people are in business, they can't afford to have their CCL taken away from them.

Now there is one area of complete madness that you have already mentioned. 'Debtors' who are already on IVA's, DMP's etc etc. Why are they sent to dca's ? Really I have no idea assuming they are keeping to the repayment plan. Most lenders have collections strategies that simply mean that once an account reaches a certain level of arrears it automatically gets passed out. This should change.

gallygirl

Mike_St_Helens wrote:

Recieved a letter from my mates at Moorecroft today, As you know I have stopped paying creditors as we are saving for bankruptcy. I though I was doing them a favour in letting them know, being polite and communicative with them.

Me : Good Afternoon, sorry to bother you, regarding this account, it is really just to inform you that I am filing for Bankruptcy next monh.

Moorecroft : Ill send this account for legal action if you dont pay anything now.

Me : It cant get any worse than Bankruptcy, I am filing next month so its just to let you know.

Moorecroft : You must pay something, or I will send this account for legal action.

Me : Ok, whatever you like, you will hear next month no doubt from the OR.

Moorecroft : Ok then, ill pass this account for legal action as you are not paying.

Me: GGRRRR - Had to hang up.


Was he a FU***ng Monkey, a parrot or just stupid, why o why did he have to keep saying that cr4p, do they not realise that you are at the end of your fu***ng theather anyway, you are worried to death, you dont fu**ng sleep. for gods sake give me some strength.

Sorry about this rant, my language is attrocious. I feel like ive just been battered. HATE THEM !!!:mad: :mad: :mad: :mad: :mad: :mad:[/quote]


Kind of puts a different perspective on 'bankruptcy is the easy option', doesn't it. Come on Mike, chin up. x

rog2

Tootsie_Roll wrote:

I really have found this thread to be quite funny - rog2 you are now attacking someone who although works for a dca has plainly stated he agrees with you and asks a reasonable question.

I will answer your question though regarding service; you forget just who it is the dca's are serving -- certainly not the debtor (i'm not keen on the word). DCA's are there to serve their clients - the lenders. It always strikes me as odd that 'debtors' expect the same level of nicey, nicey customer service form a dca when they have in most cases avoided dealing with the problem. If they had contacted the lender at an earlier stage they probably would have received the sort of response/advice/customer service they were after. I have managed early and late collections departments as well as worked for 3dca's and I can guarantee that the approach was different at each stage, naturally getting harder the longer the debt was outstanding - do you really expect anything else ? Lenders do not employ dca's to provide nice customer service - they want their money back, the fact they have to get the dca involved already means they are losing money and profit on the account.

Most if not all dca's do comply with the debt collection guidlines as laid out by the OFT, what can happen though is that different parties interpret the guidlines in different ways which can lead to misunderstanding - I will also fully accept that some collectors get a bit carried away and will go over the line. Really it is your/our job to ensure that person is reported to their manager so they can be re-trained. I can honestly say that in the 3 dca's I worked for (one of whom in particular gets a lot of bad press) all of them were CCA members and all of them were absolutely committed to complying with all the relevant legislation at a senior level. These people are in business, they can't afford to have their CCL taken away from them.

Now there is one area of complete madness that you have already mentioned. 'Debtors' who are already on IVA's, DMP's etc etc. Why are they sent to dca's ? Really I have no idea assuming they are keeping to the repayment plan. Most lenders have collections strategies that simply mean that once an account reaches a certain level of arrears it automatically gets passed out. This should change.

Please do not misinterpret my post - I was replying to a specific question from LetRobinsonSing in that he asked 'How do you feel the service be run as we are on the other end of the telephone, receiving calls from DCA's?'
I do have some respect, for him, in that he asked the question and I assume that he is a regular poster on this forum for similar reasons to the rest of us - after all I suppose even Debt Collectors are not immune to debt.
I look forward to his response to the points that I, legitimately, raised.

Miss_Penny_Pincher_2

Just wanted to say - don't let them grind you down Mike!
I will get you a drink at the DFW party tomorrow ( if your wife doesn't mind ). We can then toast miserable torture for this ilk...

Mike_St_Helens

Miss_Penny_Pincher wrote:

Just wanted to say - don't let them grind you down Mike!
I will get you a drink at the DFW party tomorrow ( if your wife doesn't mind ). We can then toast miserable torture for this ilk...

Im over their pathetic excuse of a conversation... Im stronger than that.

Ill be popping open a bottle of vino later as im at a wedding tomorrow night... Pop around !