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Loanspotter, criminals or idiots??
I would like to make a complaint about Loanspotter.
I received a phone call from the a few weeks back and went through the sales speal and provided them with my Bank Card details. I then asked why the would need to take monies from my account, I then said that I would like time to think about it. I was told ok and they would call back in an hour.
When the gentleman called back I stated that I did not wish to proceed, he then hung up on me.
Over four weeks later, they took money from my account, I did not notice this for a week, however once I did I called them. I spoke to a gentleman called Reece, who instead of listening, taking notes and providing a resolution, proceeded to call me a liar and try to start an argument.. When I responded by telling him to tone it down, shut up, get his pen out and take notes, he stated that I was being rude and put the phone down on me.
I called back the next day and spoke to someone else, there is a real culture there of shouting over the customer to try and bully the customer into submission, this does not work with me and they hung up again. I called back, eventually spoke Reece again and calmly told him to dig out the voice recordings. I then also asked for a copy of the recordings and a report as to what they had done regarding the incident, root cause, outcome, lessons learned etc.. as I had not yet decided what action I was going to be taking in regards to this against the individual.
I called back on Monday 23rd June and spoke to a girl and as told that they had listened to the recordings and what I had said was correct, she then offered me a refund, less a £5 admin fee, obviously I declined, she then proceeded with the opening sentence “This is how it is gonna be….”, I responded with “Actually, this is how it is gonna be..” and we then agreed once I had stated my case that a full refund would be processed that day, I asked when this money would be in my account, I was told no later than Friday 27th June 2014. I then said that I was also overdrawn as part of this issue and would be getting charged by the Bank. I was told that they do not deal with compensation issues. My understanding is that if I am financially out of pocket as a result of an action by a third party (especially as the monies were taken without permission) that the third party was legally obliged to pay these costs.
The refund was not in my account on 27thth June 2014, so I gave it until the Monday. On Monday 30th I called and was told it had been done on the 23rd and to give it another day. I called on 1st July 2014 and was told that the refund had not been processed, it had been “Processed”, this terminology apparently means that it had been put to the refund team to be processed, I think this terminology is probably the most ambiguous I have ever head.
Obviously I was not happy and I asked to speak to the refund team, I was told that they do not speak to customers, I am not really sure what they do then as they obviously do not process refunds. I did state this point to the “advisor”, I was then hung up on.
I called repeatedly throughout the day and was told that I was getting my refund and I was no longer their customer so they did not have to speak to me.
I eventually spoke to Steve James, I really would have loved to have the conversation with him face to face. He proceeded to laugh at every sentence I said and mimic me, I did ask him whether he was doing that because he did not know what he was doing, he became abusive (without swearing) so I asked him whether he really was that stupid or whether he was playing up to an audience….., he then said that I was being rude, which in fairness was the only legible sentence that we had throughout the conversation from him.
He then said that the refund was done on Friday 27th June and I would need to wait for it, I said that was not an acceptable time line and wanted to know why I was misinformed at the offset and whether I could have the transaction number on the refund. He said that he did not have this information at hand but would contact the refund team. He then stated that I was no longer their customer and he was going to instruct the reception to block me and not to call back. He then hung up (A real culture there of firing off a last sentence and hanging up).
I called back at 3pm to ask whether the refund team had provided the information, I was told to go away, that they were busy and I was being annoying (In fairness that was the point). They then stated that the refund team would do it when they were good and ready and my calls would be blocked.
I then called back 27 times in the afternoon, all of which were hung up on at the point of answer without acknowledging the call.
I then rang on a different phone and got through. The call lasted 30 seconds and I was hung up on.
The company hang up when they can not respond to a question or shout over a customer, this is sharp practice.
I believe that taking the monies from my account when implicitly told that I do not wish to proceed is an act of theft and holding onto the monies after the event is both illegal and immoral.
I will be taking this action via the small claims court if required.
OFT – Please take this as an official complaint
Loanspotter – Please take this as legal notice of my intent
I received a phone call from the a few weeks back and went through the sales speal and provided them with my Bank Card details. I then asked why the would need to take monies from my account, I then said that I would like time to think about it. I was told ok and they would call back in an hour.
When the gentleman called back I stated that I did not wish to proceed, he then hung up on me.
Over four weeks later, they took money from my account, I did not notice this for a week, however once I did I called them. I spoke to a gentleman called Reece, who instead of listening, taking notes and providing a resolution, proceeded to call me a liar and try to start an argument.. When I responded by telling him to tone it down, shut up, get his pen out and take notes, he stated that I was being rude and put the phone down on me.
I called back the next day and spoke to someone else, there is a real culture there of shouting over the customer to try and bully the customer into submission, this does not work with me and they hung up again. I called back, eventually spoke Reece again and calmly told him to dig out the voice recordings. I then also asked for a copy of the recordings and a report as to what they had done regarding the incident, root cause, outcome, lessons learned etc.. as I had not yet decided what action I was going to be taking in regards to this against the individual.
I called back on Monday 23rd June and spoke to a girl and as told that they had listened to the recordings and what I had said was correct, she then offered me a refund, less a £5 admin fee, obviously I declined, she then proceeded with the opening sentence “This is how it is gonna be….”, I responded with “Actually, this is how it is gonna be..” and we then agreed once I had stated my case that a full refund would be processed that day, I asked when this money would be in my account, I was told no later than Friday 27th June 2014. I then said that I was also overdrawn as part of this issue and would be getting charged by the Bank. I was told that they do not deal with compensation issues. My understanding is that if I am financially out of pocket as a result of an action by a third party (especially as the monies were taken without permission) that the third party was legally obliged to pay these costs.
The refund was not in my account on 27thth June 2014, so I gave it until the Monday. On Monday 30th I called and was told it had been done on the 23rd and to give it another day. I called on 1st July 2014 and was told that the refund had not been processed, it had been “Processed”, this terminology apparently means that it had been put to the refund team to be processed, I think this terminology is probably the most ambiguous I have ever head.
Obviously I was not happy and I asked to speak to the refund team, I was told that they do not speak to customers, I am not really sure what they do then as they obviously do not process refunds. I did state this point to the “advisor”, I was then hung up on.
I called repeatedly throughout the day and was told that I was getting my refund and I was no longer their customer so they did not have to speak to me.
I eventually spoke to Steve James, I really would have loved to have the conversation with him face to face. He proceeded to laugh at every sentence I said and mimic me, I did ask him whether he was doing that because he did not know what he was doing, he became abusive (without swearing) so I asked him whether he really was that stupid or whether he was playing up to an audience….., he then said that I was being rude, which in fairness was the only legible sentence that we had throughout the conversation from him.
He then said that the refund was done on Friday 27th June and I would need to wait for it, I said that was not an acceptable time line and wanted to know why I was misinformed at the offset and whether I could have the transaction number on the refund. He said that he did not have this information at hand but would contact the refund team. He then stated that I was no longer their customer and he was going to instruct the reception to block me and not to call back. He then hung up (A real culture there of firing off a last sentence and hanging up).
I called back at 3pm to ask whether the refund team had provided the information, I was told to go away, that they were busy and I was being annoying (In fairness that was the point). They then stated that the refund team would do it when they were good and ready and my calls would be blocked.
I then called back 27 times in the afternoon, all of which were hung up on at the point of answer without acknowledging the call.
I then rang on a different phone and got through. The call lasted 30 seconds and I was hung up on.
The company hang up when they can not respond to a question or shout over a customer, this is sharp practice.
I believe that taking the monies from my account when implicitly told that I do not wish to proceed is an act of theft and holding onto the monies after the event is both illegal and immoral.
I will be taking this action via the small claims court if required.
OFT – Please take this as an official complaint
Loanspotter – Please take this as legal notice of my intent
0
Comments
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PS.
Loanspotter staff!!
get a proper job!0 -
You gave a random caller your bank details. Why?Goals
Save £12k in 2017 #016 (£4212.06 / £10k) (42.12%)
Save £12k in 2016 #041 (£4558.28 / £6k) (75.97%)
Save £12k in 2014 #192 (£4115.62 / £5k) (82.3%)0 -
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Motherofdragons wrote: »The OFT does not exist any more - you need to go to the FCA. They're really helpful and will hopefully be able to help you recover your money.
Would the FCA get involved ?
Always thought the FOS were the next option if LoanSpotter didnt play ball.0 -
If someone came and knocked on your door offering something intangible, would you give them a handful of cash? Would you also give them a bag to take the cash away?
It's exactly the same as giving a stranger who calls you your bank card details over the phone."There are not enough superlatives in the English language to describe a 'Princess Coronation' locomotive in full cry. We shall never see their like again". O S Nock0 -
You really think this will act as your official intent by posting here?OFT – Please take this as an official complaint
Loanspotter – Please take this as legal notice of my intent
You made 27 calls in one day, after making who know how many more.
Have you worked out how much you have spent on phonecalls so far (it isn't a freephone number)?
After the first, fourth, fifteenth, twentieth call, has it still not dawned on you that phoning isn't working?
It took me less than one minute and not one single phonecall to find this:Fees
10. We charge a fee for providing the service of acting as a finance broker. We specify the fee as part of our communications with You. If You do not enter into a loan offered by a lender or financier within 60 days we act for You we will refund the fee less the £5 brokerage fee provided for by the Consumer Credit Act 1974. Refunds must be requested in writing to avoid repayments being sent to a wrong address. To facilitate Us processing payments and repayments You authorise Us to retain your charge, credit and debit card details. If a lender or financier makes You a loan or finance offer, in addition to the fee We may also receive a variable commission from the lender or financier (more detail is available on request) and You agree that We may retain it.
11. If We provide services other than acting as a loan or finance broker, We shall be entitled to charge a fee for those services.
12. Under Financial Services (Distance Marketing) Regulations 2004 you have a right to cancel your application within 14 days of receiving these terms and conditions and receive a refund. If You wish to cancel your application, You must write to Loan Spotter UK notifying us. In this event We will refund your fee within 30 days of the date on which You write to Us to cancel your application. Any such requests should be made to: Customer Service Department, Loan Spotter, 53 Fountain Street, Manchester, M2 2AN.0 -
So you're saying calling won't work?
MB0 -
Is this the same fellow who wants to start/breed his own bunnies?0
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RuthnJasper wrote: »Is this the same fellow who wants to start/breed his own bunnies?
No, different chap I believe...
MB0 -
People who hand out their bank details to cold callers...criminally insane or stupid? Place bets now!0
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