Loanspotter, criminals or idiots??

RuthnJasper

Monkeyballs wrote: »

No, different chap I believe...

MB

MonkeyB - It is him, you know... https://forums.moneysavingexpert.com/discussion/comment/65923402#Comment_65923402 :think:

d70cw6

have you tried calling them for a refund?

BillJones

Sean1233 wrote: »

I would like to make a complaint about Loanspotter.

On the "criminals or idiots" question, I'd say neither. They've quite cleverly found a way of skimming money from the gullible, and have found that despite making it very easy to claim back, the sort of person who falls for it in the first place is not the sort of person who'll tend to be able to follow simple instructions.

It's genius, I think. Not very nice, of course, but very clever.

Monkeyballs

RuthnJasper wrote: »

MonkeyB - It is him, you know... https://forums.moneysavingexpert.com/discussion/comment/65923402#Comment_65923402 :think:

Nah, Sean just posted on a thread started by ScoobyDoo - same company, unless it's the same person with two user id's? I win

MB

RuthnJasper

Monkeyballs wrote: »

Nah, Sean just posted on a thread started by ScoobyDoo - same company, unless it's the same person with two user id's? I win

MB

Bah! At least I was out-balled by the better Monkey... ;)

Morglin

Sean1233 wrote: »

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

You must have, on the first or second call, given them your bank details, as they are not psychic. :doh:

This is how these loan brokers operate, and you should check your account regularly, as it is not unknown for other connected companies to take money as well.

You are wasting your time, and money, with all these phone calls, arguments and threats.

Just write, via normal post, as it will tell you on their website, for a refund (less admin charge they can make), and it should be sent.

There are thousands of threads on here about these brokers, and still people hand over their bank details...

Lin :wall:

matttye

In future you should not give your bank details to anyone you didn't call yourself.

If some random company calls you, then even if they are completely legit, you have no idea of what their terms and conditions are or how they treat their customers.

That said, you shouldn't be wasting time with Loan Spotter. Regulation 61 of The Payment Services Regulations 2009 says that a payment service provider (bank/building society) must immediately refund any unauthorised transaction.

That said, Regulation 59 says that you must notify the provider without undue delay, whereas you have been wasting time winding up Loan Spotter rather than actually trying to solve the problem. So you might be out of luck.

Sean1233

Serious money saving fan.. do you work for this company?

I have done a lot of research, I was making the calls to prove a point.

As they were told that I did not wish to proceed, the act of taking money four weeks later is a criminal offence, not an error.

I have requested some basic information from them, as I am entitled to to enable me to make an informed decision as to whether to proceed legally.

Please excuse my tying error, it was set to the FCA and I have a reference number for the case.

They have stated in a response on this forum that the telephone number that they have is a freephone number, should that not be the case, I will be addressing that matter seperately with them. And I have screen shotted the page, so it would be a waste of time them removing it. (also I assume this website holds historical posts)

As a cutomer service functionality, they should be able to answer basic information and know what there internal SLA's are, if they do not know this, they really should not be doing the role.

However i think that they are more of a sales team, focussed on out bound sales...

As for not being able to follow simple instructions.... I write the instructions that they would be obliged to take mate!!

I also have a very legal plan to stop them trading or at least thier ability to call customers. look online on Monday right underneath their website!!

For legal purposes (terminology), i believe that they are a bunch of crooks and t least !!!!!! Turpin stood and faced the people that he was robbing!!, instead of hanging up the phone everytime the customer asked a question that they do not understand.

PS Serious Money Saving Fan, I have been looking at your posts, you only ever post on this compny???, yet not ever in a negative way??? what interest do you have?

Monkeyballs

Hi Op,

Sounds like you have it in hand then.

As an FYI - Serious Money Saving Fan isn't a username so I'm not sure who you are referring to as there are several of us? The username is above the bit that says 'Serious Money Saving Fan'.

Good luck!

MB

BillJones

Sean1233 wrote: »

I also have a very legal plan to stop them trading or at least thier ability to call customers.

This bit is funny. You're a funny guy!

Now, as well as this bit of venting, have you also learned not to give out your bank card details to strangers? yet As you've seen, there are some negative consequences if you do.