Lowell and disputed 3G debt

Sandy2642

Good evening all,

I have recently had checks as have many on here by Lowell. I have read all of the previous threads in relation to this company and issues people are facing.

I too unfortunately have a debt issue (3G Mobile) that has been going on from 2008 to which I have tried many different approaches to no avail. I would greatly appreciative any help/advice on where to go next.

I will give you a quick (hopefully) rundown to the issue in bullet's.

2001 - present (Serving HM Forces - Army)

June 08 - Pre-deployment for Afghanistan in Oman for 6 weeks
- Contacted 3G to activate Int Roaming with £400 credit limit
- Request accepted and traveled overseas in July 08.
- Call logged and have written proof.
July 08 - 14th July received text msg from 3G stating my credit limit had been reached (on way back from Oman and in Cyprus)
- Assumed this was the credit cap I had requested for in June and clearly identifies that a credit limit had been in place on my account.
August 08
- Returned to the UK
- Contacted 3G Contact Center to pay £400
- Received a bill of £3118.22 via post and voice confirmation from above.
- I queried the charges and told there was actually a £500 credit limit (3G standard maximum without a request)
- I cancelled my DD as they tried to take full payment.
- I was informed that a full investigation into the matter would take place and it would take up to 14 days. I was asked to phone back on the 24th Aug 08 to discuss the finding of the investigation.
- All calls were logged and recorded by 3G
25th Aug 08
- Attended 3G store in hometown in person
- A 3G employee phoned direct to 3G, I was informed I was required to settle the full billing amount.
- I explained to the 3G employee the circumstances and was informed by him that although my file had been reviewed a full investigation was never carried out or instigated.
- 3G employee said I would be contacted in 24 hrs in relation to the matter. I was never contacted.
Attended another 3G store in my working city in person
- The employee informed me that I was to pay the full billing amount again. I explained the circumstances and that in two days I would be in Afghanistan for 6 months on deployment. He would not assist me any further.

August 28th 08
- Deployed to Afghanistan.

Sept 08
- Official Formal Complaint letter sent to 3 Mobile Customer Services by recorded delivery - delivered with signature as receipt. (No response to my 'Formal Complaint')
- Debt recovery instigated
December 08
- Letter sent to 3G Legal Department from a solicitor. (No response to solicitor.

2008 - Present

- Debt recovery ongoing

Complaint
- I have researched into my consumer rights regarding despute resolution and also consulted with a solicitor. As I take it, Ofcom regulations state that 3G are to respond to a formal complaint within a 12 week period, informing me that the matter has either reached a 'deadlock' position or there are alternate means to resolve this matter; to date I have not received any written correspondence of this nature. In addition to the letter I sent I hae tried to solve this matter at two different 3G stores and the contact center (In India). I have obtained a full log of all contact made regarding this matter and have clearly tried to sort this matter out. - Is this correct?

My key areas of complaint are as follows:

- It is clear that a credit limit of £500 was placed onto my account, even though I had requested and had been accepted a £400 limit. This was to ensure i could not exceed a bill amount that I could not feasibly afford. I have stated that I am happy to pay the £400 but no more.
- Harassment by phone and letter.

Dispute resolution

- To date 3G have failed to resolve this matter in line with my consumer rights. To which now I would like a formal response to my billing complaint.

Credit Rating

- Severely impacted
- I have had to speak with company financial managers every time I want to get anything including my car and mortgage.

Sorry for taking up what is a page of points however I am at whits end and constantly getting bombarded with letters and phone calls from Lowell to the point of harrasement. I have told them it is an ongoing issue between myself and 3G however 3G dont/wont reply as they have sold the debt on and Lowell dont take ''wait out'' for an answer.

Please help!!

Any help/advice/solutions would be much appreciated.

Kindest Regards

S :beer:

fermi

First of all, have you complained via the ombudsman?

http://www.ombudsman-services.org/complain-now-communications.html

Sandy2642

I have had a family friend who works for a large corporation spoke with them however I have not complained to them directly. A good place to start again? Thank you for your help.

lovebike123

Hi,i want to ask something about the letter from Lowel portfolio ltd,they send the letter for debt 268.85 pounds with my husband name ,and the letter is comind from country court ,they said my husband owe the debt with O2 and he didn't reply,my husband is not in this country at the moment and he never owe this debt,I was shocked and confused,no idea for that,any idea for me pls,...i don't know what i reply,because they said he have to pay within four days,...that's totally ridiculous!!I can't pay for that,and I want to know what happen I didn't reply?or shall I call that company?Pls advise me,thx

sourcrates

Sandy2642 wrote: »

Good evening all,

I have recently had checks as have many on here by Lowell. I have read all of the previous threads in relation to this company and issues people are facing.

I too unfortunately have a debt issue (3G Mobile) that has been going on from 2008 to which I have tried many different approaches to no avail. I would greatly appreciative any help/advice on where to go next.

I will give you a quick (hopefully) rundown to the issue in bullet's.

2001 - present (Serving HM Forces - Army)

June 08 - Pre-deployment for Afghanistan in Oman for 6 weeks
- Contacted 3G to activate Int Roaming with £400 credit limit
- Request accepted and traveled overseas in July 08.
- Call logged and have written proof.
July 08 - 14th July received text msg from 3G stating my credit limit had been reached (on way back from Oman and in Cyprus)
- Assumed this was the credit cap I had requested for in June and clearly identifies that a credit limit had been in place on my account.
August 08
- Returned to the UK
- Contacted 3G Contact Center to pay £400
- Received a bill of £3118.22 via post and voice confirmation from above.
- I queried the charges and told there was actually a £500 credit limit (3G standard maximum without a request)
- I cancelled my DD as they tried to take full payment.
- I was informed that a full investigation into the matter would take place and it would take up to 14 days. I was asked to phone back on the 24th Aug 08 to discuss the finding of the investigation.
- All calls were logged and recorded by 3G
25th Aug 08
- Attended 3G store in hometown in person
- A 3G employee phoned direct to 3G, I was informed I was required to settle the full billing amount.
- I explained to the 3G employee the circumstances and was informed by him that although my file had been reviewed a full investigation was never carried out or instigated.
- 3G employee said I would be contacted in 24 hrs in relation to the matter. I was never contacted.
Attended another 3G store in my working city in person
- The employee informed me that I was to pay the full billing amount again. I explained the circumstances and that in two days I would be in Afghanistan for 6 months on deployment. He would not assist me any further.

August 28th 08
- Deployed to Afghanistan.

Sept 08
- Official Formal Complaint letter sent to 3 Mobile Customer Services by recorded delivery - delivered with signature as receipt. (No response to my 'Formal Complaint')
- Debt recovery instigated
December 08
- Letter sent to 3G Legal Department from a solicitor. (No response to solicitor.

2008 - Present

- Debt recovery ongoing

Complaint
- I have researched into my consumer rights regarding despute resolution and also consulted with a solicitor. As I take it, Ofcom regulations state that 3G are to respond to a formal complaint within a 12 week period, informing me that the matter has either reached a 'deadlock' position or there are alternate means to resolve this matter; to date I have not received any written correspondence of this nature. In addition to the letter I sent I hae tried to solve this matter at two different 3G stores and the contact center (In India). I have obtained a full log of all contact made regarding this matter and have clearly tried to sort this matter out. - Is this correct?

My key areas of complaint are as follows:

- It is clear that a credit limit of £500 was placed onto my account, even though I had requested and had been accepted a £400 limit. This was to ensure i could not exceed a bill amount that I could not feasibly afford. I have stated that I am happy to pay the £400 but no more.
- Harassment by phone and letter.

Dispute resolution

- To date 3G have failed to resolve this matter in line with my consumer rights. To which now I would like a formal response to my billing complaint.

Credit Rating

- Severely impacted
- I have had to speak with company financial managers every time I want to get anything including my car and mortgage.

Sorry for taking up what is a page of points however I am at whits end and constantly getting bombarded with letters and phone calls from Lowell to the point of harrasement. I have told them it is an ongoing issue between myself and 3G however 3G dont/wont reply as they have sold the debt on and Lowell dont take ''wait out'' for an answer.

Please help!!

Any help/advice/solutions would be much appreciated.

Kindest Regards

S :beer:

Its quite shocking that all your letters have been ignored, but I`m afraid it does not surprise me, the next step is the ombudsman, as this company are supposed to follow a set complaints procedure and its pretty clear this has not happened.
I suspect this was one thing you could of done without after returning from afghan, got a lot of time and respect for you guys, you've done a good job in difficult circumstances, glad your back safe !!


keep us informed as to how you get on !! :beer: