Nightmare £285 bank charges and a debt collector at the door

Broken_hearted

Am about ready to explode:mad:

A while back Barclays Mortgage changed from being due on the 30th of the month to being due on the first. This meant that despite alway paying on time it put the account 1 month in arrears. Not a problem set up an arrangement to pay £20 a month to cover these so called arrears.

Fast forward to last month they changed all accounts to Woolwich lost a part payment which we knew nothing about till today. Picked up son from school was just about to make tea when there is a knock at the door. A man demanding to know if we are us, trying to push past into the house and when he was refused entry trying to get bank details and financial information.

Needless to say he was told to go away and not come back. I was very polite although my legs were shaking. Phoned the Woolwich, first guy was very rude demanding a phone number before he would speak to me. He hung up. Rang back got another bloke who found the missing money and put it back in the account. Then he claimed there was no agreement and we were avoiding them, this he claimed had forced them to send a DCA round to talk to us at a massive cost of £285. He then claimed they had sent out 19 letters yes 19 magically disappearing letters and that this was all our fault as we had not responded to them. He kept saying they were within their rights and the charge stands.

Funny thing is we have spoken to them on the phone repeatedly during the switchover even as recently as last week when we received a letter thanking us for another part payment. At the time we were told the account was fine. Even more strange is the account is now £200 in arrears, the correct amount as per the original agreement and nowhere near a full month.

So the question is can they do this, can they charge us for a visit claiming they could not contact us even though we have proof of contact and have been paying the arrears down. They are acting as if we have run up a huge debt and gone into hiding. The sickening thing is they have now tagged an extra £10 a month on the mortgage to clear these charges.

Help I am at screaming point :mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

RAS

I would suggest a Subject Access request to locate those 19 letters; then you have the evidence for a complaint.

DarkConvict

Have they explained the breakdown in charges?
They can only make charges for what you have agreed to in the T&Cs.

You will most likely have to take this to the FOS. http://www.financial-ombudsman.org.uk/contact/index.html
You need to be in deadlock or not getting anywhere before the FOS will intervene.

I think you will have a good case, as it was the bank making changes that caused the arrears, furthermore after 19 letters and no response, perhaps they should have tired recorded delivery to ensure the address was correct.
Add in that you made regularly contact with them during this time via the telephone but no one bothered to mention to you of problems and attempts to contact you.

NorthernLas

It doesn't seem reasonable that they can add charges, especially as you have not received letters.
Suggest you complain http://www.bank.barclays.co.uk/ContactUs/Howtocomplain/P1242558122337. Try and keep it as simple as possible and ask for the charges to be removed and compensation for the time taken and distress.

Broken_hearted

A charge of £85 was applied today for the bloke coming out. The rest are a series of £40 charges. They have the right address as the changeover letters from Barclays came and the most recent letter about receiving a payment. I find it strange that any company would send out 19 letters in such a short space of time and even stranger they would not mention any problems when we phoned.

magpiecottage

DarkConvict wrote: »

Have they explained the breakdown in charges?
They can only make charges for what you have agreed to in the T&Cs.

Even then they have to be fair.

DarkConvict wrote: »

I think you will have a good case, as it was the bank making changes that caused the arrears, furthermore after 19 letters and no response, perhaps they should have tired recorded delivery to ensure the address was correct.
Add in that you made regularly contact with them during this time via the telephone but no one bothered to mention to you of problems and attempts to contact you.

I agree

DarkConvict wrote: »

You will most likely have to take this to the FOS. http://www.financial-ombudsman.org.uk/contact/index.html
You need to be in deadlock or not getting anywhere before the FOS will intervene.

That means eight weeks from receipt of your complaint or when they issue a "final response", whichever comes first.

Broken_hearted

Oh !!!!!! a letter has come dated the 19th same day we spoke to them from the person we spoke to saying they have been unable to contact us. Looks like they are trying to put more charges on.

Broken_hearted

So far Barclays have not even looked into it. They are saying they have 40 days and get this will look when they have time. So day 6 of 40 no progress.

DGJsaver

Barclays = Scum

jhorsfield30

Barclays are horrendous, I cancelled my account, due to their unprofessional and abusive attitude, whether dealing with their problems or the call centre.

Broken_hearted

Funnily enough they were great for years. Suddenly they have changed a lot. Before they would admit their mistakes and pay up now the customer has to fight for even basic service.