Marbles Credit Card (HFC) Response

olives_2

I forgot to say where is the next letter I have to send, please could someone let me know I could really do with this money back as I have 3 kids

olives_2

please help someone:search:

Bewitched2761

Olives you need to go to the thread entitled reclaiming bank charges help thread its got all the information you need in there.
Marked with a pin at the side.
hth

Elsie2_2

I've had the biggest problem with Marbles. I remembered i had an acct with them some time ago, but cant find any statements and as its been dorment for more than 2 yrs, they cant find my info on their system.
Every single person i've spoken to today has been asian, which i have no problem with, i work in a very diverse office myself, but what i do object to, is the individuals complete lack of interest when listening to my problem.
I rang them to see if i could speak to someone re: data protection as there 40 days runs out on Monday.
When i asked one woman if there was a person or Dept that dealt with data protection, she gave me a number then cut me off and when i rang the number, it was John Lewis DPA helpline??!!??!! :mad:
Another woman spoke over me, would not listen to my complaint and gave me another number which turned out to be a branch of HFC. The friendly guy at the branch kindly gave me a customer services number for marbes and was very apologetic.
I had to ring them 5 times in total, and the last person i spoke with told me that they have recd my first letter and it was actioned by their legal team on the 29th march (special delivery shows signed for on 7th March), and he advised me it will be 40 days from that date until i get a reply. :eek:
I advised him that was not acceptable. I dont care when they action things, as far as im concerned, i have proof they recd the letter on the 7th, so my 40 days will start as of then. He got very rude and just kept repeating himself so i thanked him for his complete lack of help and hung up.
They just dont seem to know who does what. One chap didnt seem to understand what data protection was.
Anyone else had any problems with Marbles????

harrysmum03_2

well i sent off all my requsts for refund of default charges and have only had one reply so far from Marbles, in a letter stating their terms and conditions of account blah blah blah they basically said no. where do i go from here???:mad:

bectoria_2

I'm guessing your letter is from the lovely Mr James Ball! Send him the next letter giving 14 days before you start court. Within the 2 weeks he will send you an offer of about 50% what you are claiming.

Reply to this saying you accept as a partial payment but will commence court proceedings in 14 days for the remainder and no doubt you will receive an 'exceptional' offer of the full amount.

If you do a search there is a thread for marbles and many of us have sucessfully claimed the full amount from them in this way.

Good Luck

harrysmum03_2

you've put my mind at rest and yes it was from james ball, don't really want to do the court thing inless i really have to.
thanks again

Elsie2_2

Anyone have a number for this bloke? Mr Ball at least sounds marginally helpful compard to the prats i've spoken to.

I had a response from the Information Commissioner. It reads:

Thank you for your correspondence dated 25 April 2007.

You have complained that, as yet, the information requested from HFC Bank has not been received.

When we receive a complaint like this, we are under a duty to consider if it is likely or unlikely that there has been a breach of the Data Protection Act 1998 (the Act). We will then decide what action, if any, to take.
Following a recent Office of Fair Trading decision about ‘penalty charges’ we are aware that the number of individuals making subject access requests to financial institutions has significantly increased. However, clearly these financial institutions are still required to comply with subject access requests within the statutory 40 calendar days.

As you may be aware under the Act there are eight data protection principles. These are sometimes known as the principles of good information handling as they set out the way organisations should handle personal information. The sixth data protection principle requires organisations to process personal data in accordance with an individual’s rights under the Act. Therefore if you have not been sent the information you are entitled to within 40 days, it is likely to be in breach of the sixth data protection principle

We would like to explain that due to the number of complaints we are receiving about failed subject access requests we are writing to financial institutions on a monthly basis, sending them a ‘batch’ of complaints.

We will be writing to HFC Bank with the next batch of complaints at the end of May 07 and will of course include the details of your complaint in our letter. We will advise HFC Bank to ensure that they provide you with the information you are entitled to as a matter of priority. Furthermore we will ask them to outline what steps they are taking to ensure their future compliance with the Act. Therefore although we will now close your case we would like to assure you that we will continue to carefully monitor this issue.

Finally, it may be helpful to explain that a breach of one of the data protection principles is not a criminal offence and we cannot punish an organisation for a breach of principle. Our priority is to get organisations to take steps to solve the problem and to ensure they handle personal information properly in the future.

However, it may also be helpful to explain that if you have suffered a loss because an organisation has broken the law, you may be entitled to compensation. We do not have any powers to award compensation and any claims should be made through the Court.

Hmmmm

Jbee_2

Hi there,

Just received letter from the famous Mr Ball. 'thankyou for your letter....OFT findings....do not agree.....' the basic 'no' letter. Glad I found this thread as claiming £737.11 from old BENEFICIAL CC (no longer in use). Will keep you all updated as I go along.

Jbee

amy

hi all sounds like some of you are having a hard time with marbles....well heres my story..... i phoned the financial ombudsman with regards to my complaint and asked if they would let the bank know about my complaint the took a few details from me and i didn't even have an account number as it was closed 3 years ago.... i got a reply from marbles about a week later saying that i had paid £xx pounds over the period my account was open and a pretty standard letter about how they are allowed to charge me or something anyway at the end of the letter with a paragraph that as a gesture of goodwill if i completed and signed the enclosed form which was only my name date and signature then i would be refunded by cheque... i posted it back same day and received my cheque 3 days later....yippee... so if you've not wrote to them about anything try phoning the financial ombudsman to contact them for you!!!:j