can the rac change my monthly d/d to annually and demand i pay annually?

archieboldblue

i had previously been paying monthly. then they changed it to annually and sent out the paperwork - i assumed i was still paying monthly - it wasnt clear on the paperwork that i wouldnt be, until they tried to take out all the money at once. i didnt have enough in the account but they wouldnt change it back to monthly so i had to cancel. they charged me a cancellation fee which i said i wouldnt pay. now the debt people are chasing me and its up tp £300! i have asked for the complaints department to ring me back 3 times but they havent, the debt just keeps getting bigger!
they also got my no claims discount wrong as they mistakenly thought i had made a claim. they admitted this but now wont give me my correct no claims discount on headed paper to give to my new insurance company until i pay off the debt so the new insurance company are over charging me! they are holding it to ransom!
how can they send my case to debt recovery but not ring me back to discuss it first?

magpiecottage

archieboldblue wrote: »

i have asked for the complaints department to ring me back 3 times but they havent

Ring again get the name of the person calling or at least their headset number. Say the following:

"I telephoned you on [date of first request], [date of second request] and [date of second request] and said that I was dissatisfied. I was promised on each occasion that your complaints department would call me back but they did not.

On [date of first request] my complaint should have been entered into your complaints procedure. FSA rule DISP 1.3.2G allows me to do this by telephone - I do not have to put it in writing.

FSA rule DISP 1.4.1R requires you to investigate it competently, diligently, impartially and fairly.

FSA rule DISP 1.6.1R requires you to make a prompt written acknowledgement and you are already in breach of this rule.

FSA rule DISP 1.6.2R requires you to give me a written response within eight weeks of [date of first request] or a written explanation of why you cannot respond in time and confirmation that I may take the matter to the Financial Ombudsman Service.

I will not accept your failure to follow the rules of the Financial Services Authority as a valid reason for not responding within eight weeks and I insist that you immediately stop any debt collection activity whilst the matter is in dispute. Should I be pursued for the alleged debt in the meantime I shall take that as you final response and immediately refer the matter to the Financial Ombudsman Service.

If you do not understand what I have said I suggest you immediately refer the matter to your compliance officer"

Whoever you are speaking to will almost certainly won't know what you have said but that should be enough for now!

Quentin

magpiecottage wrote: »

Whoever you are speaking to will almost certainly won't know what you have said but that should be enough for now!

It is unrealistic to expect a CS agent to take all this in during a phone call, and would just be a waste of everyone's time!

The advice would be more value if you said "put the following in a letter, keep a copy and send it to them by recorded delivery"