Advice needed please on capquest

sapanga

I recently ran up a large mobile phone bill I couldnt pay for, the debt was passed on to capquest in March and one of there advisors contacted my workplace and left a message. She rang again at on my home number and i arranged a payment and gave my bank details. Everything was fine and I was paying them every month. I recently set up a DMP and had to ring to get my reference number. When I rang the advisor searched the database and said he couldnt find any account and I explained I had been paying them every month, this was the beginning of june. The advisor said it was possible that the debt had been passed back to vodafone and to contact them. When I contacted vodafone the advisor said yes the debt has been passed back to them and I explained I was setting up a DMP she said she would put the account on hold until the DMP company contacted them and gave me the account number, which I passed on to the DMP company. Went to work today to be told capquest had rang and left a contact number for me to call back. Well they ran back while I was at work today, they said they had been unable to take my july payment. I explained what had happened when I previously rang the company and explained I had contacted vodafone and that the debt had been passed back and the payments would be set up with them through my DMP. He said no it is still and always has been with us. Now the whole time I was on the phone there was a colleague sitting across the desk from me, I was so totally embarrassed and the colleague that they had previously left the message with was asking who they were. I explained that they were ringing my work number and didnt want to be contacted on this number again, he asked for another number and I said to contact me in writing only. The advisor said well we have been. I explained I had never received a letter once from them or never been given a reference number, total amount I was paying off or how much had already paid. He gave me an address which was totally wrong and I explained this wasnt my address, which he said that was the address vodafone gave them which I find unlikely since I have received letters from vodafone at my correct address. He told me I had to contact vodafone again and I said no I already had and told him to do it.

I'm so annoyed and completely embarrassed over the whole thing I really just wanted to know do you think I have reason to complain and if so who to I complain to capquest, vodafone or both.

Sorry about the length but advice would be appreciated thanks

Tixy

How do you know you have been paying your debt?

When they contacted you in March how did you check it was your debt you were paying? Did you check they had the correct balance / account number / address?

Did you ever have anything in writing from capquest at all?

sapanga

The lady that first rang said how much the vodafone bill was for asked my name and date of birth for security. I arranged with her to pay £10 per mth which they took out on the 1st of every month, and showed on my bank statement. To be honest thats all that was discussed that day and I never received any correspondance with them. On reflection I probably should have followed it up sooner. I have received bills from vodafone with £8.20 coming off the balance each month so I assume the other £1.80 was their fee.

No I have never had anything in writing, once I set up the payment they never contacted me again until now.

bailiff_advise

sapanga wrote: »

The lady that first rang said how much the vodafone bill was for asked my name and date of birth for security. I arranged with her to pay £10 per mth which they took out on the 1st of every month, and showed on my bank statement. To be honest thats all that was discussed that day and I never received any correspondance with them. On reflection I probably should have followed it up sooner. I have received bills from vodafone with £8.20 coming off the balance each month so I assume the other £1.80 was their fee.

No I have never had anything in writing, once I set up the payment they never contacted me again until now.

Their very clever aint they, you should never agree on the phone with anyone chasing you for payment, when they called you they wanted to confirm your details for security, hahahaha ye right, what they do when doing this is creating a contract with you to pay, and if your debt is now with capquest then your debt has been purchased making your debt null. Dont pay any more.

sapanga

The debt is already included in my DMP so the payment will be going direct to vodafone rather than capquest so it will be paid. I'm just so annoyed at the way the whole thing has been handled which is why I want to make a complaint. I might just ring cccs and explain the situation and see if they can give me any guidance.

Vodafone

Hi sapanga,

I can appreciate the concerns you've expressed here and am happy to get things looked into further to see what's happening.

To enable me to do this could you email me with your details via the Contact us form on our website? To get to this there's a link in the Biography section of our profile page here which you'll need to copy and paste into your web browser and when sending the email please state the code WRT135 - MSE Fao Lee in the subject line.

To ensure that your email reaches us could you update the thread with your email reference number once our automated reply has arrived?

Thanks,

Lee

Web Relations Team

Vodafone UK