Advice Please- Collect Direct UK

MrsW_

Hi All, This is my first post so please be gentle!

I have an account for a New Look store card, I have held this account for a few years but recently(probably 12-18mnths) have been struggling to pay the minimum payment due to taking a new job with a lower salary(I was really sad in my last job and decided I had to come first for a change)

I spoke to them each month and paid them what I could and they were fine with me on the phone, then over the last few months I have been getting letters saying it has been passed to a DCA.

I have got home tonight to a letter from Collect Direct UK which asked for the balance in full, but said if this was not possible, to call them with my proposal for a payment plan. I called and was put through to a Mrs Raines (Not sure why she would not give her first name?)

She was awful, she made me feel so small and ashamed and was just really really nasty. She asked if I was calling to pay the balance in full, I said no, I wanted to set up a plan for £20 a month as this is all I can afford right now. She said "Kelly*(Not my real name!)we are a debt collection agency, we cant just accept £20 a month. The balance needs to be paid in full or in 3 installments"

She eventually said I could have it over 6 mnths, but this was the absoloute maximum,this soon turned in to 8mnths when I still said I could not afford this(funny how 6 was the maximum!)

Anyway I said again this was not possible and she said I shouldnt take this tone with her, I said I actually thought she was the one with the attitude! She then said she would need some figures from me, I gave her my ingoings and outgoings, I tried to tell her some of my outgoings were my credit cards but she wouldnt accept this and said it was a non-essential and I needed to reduce payments on it (I already have payment plans on them so cant reduce anymore)

She started raising her voice and got quite sarcastic with me and told me to get rid of my car as I take the bus to work, she said it was stupid as I had a car parked outside and didnt use it. I explained there was no where to park near my work and that my Husband needed it for work aswell. She kept on and on at me to get rid(im sure its not just that simple)

She spoke to her manager and came back and said she would accept £20 a month with a look to increasing this in 6 months time, My reply was that we would have to see what my financial circumstances were in 6 months time(I thought this was a logical answer, I was being upfront that my situation probably wont have changed that much in that time frame)She thought I was being rude again and said she wished I wouldnt take that attitude, I again said I thought hers was bad but she dismissed this.

She asked for my card details, I said just hold on while I grab my card, She (thought she put me on hold) huffed and said something to her collegue, loud enough for me to hear but not loud enough for me to know what she said. I said Sorry what was that, she then put me on hold really quick, came back and said hello, hello (as though she had lost me) I said Its ok, I was just asking what you said when you forgot to put me on hold and were slagging me off to your friends! She said she didn't say anything but I know she did.

Anyway long story short(She says!) I want to make a complaint about her, I have an email address for them so was going to email a complaint but have no idea how to go about it, timescales I should give them etc. Also I want to know if people think she was being unfair? Was she breaking any rules about debt collection? If I'm not happy with their response who governs them? Does anyone think I will get anywhere if I do complain?

Sorry for the long post but I needed to vent! I am so angry and upset and feel so stupid for getting in this mess. I have dealt with DCA's before and have NEVER been spoken to the way I was tonight.

Any help would be appreciated.

Many thanks

Mrs W x

joedenise

First things first, did you give your card details to her? I hope you didn't as they may just take the money from your account.

If you did then you need to open a basic account with another bank so they can't take your money. Get salary paid into the new account asap and set up your DDs and SOs.

Don't know about making a complaint but it does sound as though she was extremely rude to you on the phone. I would also insist that any future contact is in writing and not phone.

Denise

DVardysShadow

The first mistake was yours. Phoning. Never phone a debt collector, always deal in writing. You will probably get phone harassment now.

So with this in prospect, I suggest you don't waste energy on complaining about this individual - your complaint will probably boost their street cred in their office. Save it for when you need to stop harassing incoming calls.

MrsW_

Thanks for your replies,

I am really worrying now! I gave them my bank details.... I get paid tomorrow, I have got another account with the same bank so could transfer all my wages over there but what about my Direct debits and Standing orders? If I transfer all this over then I will miss these and will get charges? Can they actually take all the money, even when I have only agreed to £20?

Thanks x