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Dealing with PRA, formerly MH
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sparkle__3
Posts: 2 Newbie
Hi everyone,
My partner had a default from 2013 originally from Quick Quid but it was sold onto PRA. We have been in dispute with them since 19th Feb although contact with them since 26th January. His issue wasn't paying it, but it was trying to (long shot I know but shy kids...) get it removed as he was unaware of it. We discovered the default on his file ourselves when we tried to get a mortgage and went to them.
They have been fobbing us off since then, saying they need to go back to Quick Quid (we requested true and signed copies of all the usual documents) to get the documents and they will place the account under investigation. When we initially asked for the documents and the default to be removed they simply replied saying they wouldn't take it off, completely ignoring our request for the documents.
We have sent multiple emails to them, most of them are ignored.
A couple of weeks ago, we spoke with a manager who said 'getting the documents isn't a problem' and the next day the complaints team who are supposedly dealing with this, rang my partner and told him the documents were being sent out that day.
Yesterday I spoke with a lady who didn't even have a clue what documents we wanted and then she tried to say they had been sent out the day my partner was told they were. I disputed this as they would have arrived by now and then she said the default could only be removed if it was fraudulent. I disagreed saying we had been advised if they couldn't provide the documents then it should be taken off. She then agreed with me so I think they just say anything to try and put you off. She told me the complaints team was now closed so I requested for them to call me today.
Some jumped up, uppity man rang me today and apparently the documents were only 'loaded onto the system' for sending on the date he was told. He proceeded to tell me he had sent the documents in full out yesterday and that he had sat and listened to all of the phone calls we have made to them (most of our correspondence is via email which we have all printed) but my point here is if I rang yesterday after the complaints dept was closed, how could he have sent the documents as he wouldn't have known I was going to call and the lady yesterday would have been able to see in the account notes which she would have told me. Plus, I really dispute if they're as busy a company as he tried to tell me, he had time to listen to that and read all of the account notes!
He tried to dispute my understanding of a true and signed document (can someone please confirm this for me!? could you also please confirm exactly what form these documents should be in and what they should have on them to make them proper) and rabbited on saying he couldn't tell me why none of these documents or letters had reached my partner but apparently sooo many of them had been sent; hmmm... He then went on to assure me all of these documents plus copies of all letters etc have now been sent out. Why it has taken from 19th Feb I do not know, especially when down the line we have been told there is no original agreement because it was done online but now suddenly it is here to send.
I brought up the fact that a couple of weeks ago we received a random email from the lovely Mackenzie Hall. At this point we hadn't done our internet research and didn't know who they were; they didn't introduce themselves, simply sent over a letter about their complaints procedure! As far as we were concerned they could have been anyone. Apparently this is their old company and it shouldn't have happened, but then this man tried to talk about the debt as if MH had owned it first before PRA; the default is on his file under PRA at all times and the only correspondence has been with PRA...
So, sorry about the length! But where do we stand and what should we do? Anyone had any similar experiences or dealings with this company?
My partner had a default from 2013 originally from Quick Quid but it was sold onto PRA. We have been in dispute with them since 19th Feb although contact with them since 26th January. His issue wasn't paying it, but it was trying to (long shot I know but shy kids...) get it removed as he was unaware of it. We discovered the default on his file ourselves when we tried to get a mortgage and went to them.
They have been fobbing us off since then, saying they need to go back to Quick Quid (we requested true and signed copies of all the usual documents) to get the documents and they will place the account under investigation. When we initially asked for the documents and the default to be removed they simply replied saying they wouldn't take it off, completely ignoring our request for the documents.
We have sent multiple emails to them, most of them are ignored.
A couple of weeks ago, we spoke with a manager who said 'getting the documents isn't a problem' and the next day the complaints team who are supposedly dealing with this, rang my partner and told him the documents were being sent out that day.
Yesterday I spoke with a lady who didn't even have a clue what documents we wanted and then she tried to say they had been sent out the day my partner was told they were. I disputed this as they would have arrived by now and then she said the default could only be removed if it was fraudulent. I disagreed saying we had been advised if they couldn't provide the documents then it should be taken off. She then agreed with me so I think they just say anything to try and put you off. She told me the complaints team was now closed so I requested for them to call me today.
Some jumped up, uppity man rang me today and apparently the documents were only 'loaded onto the system' for sending on the date he was told. He proceeded to tell me he had sent the documents in full out yesterday and that he had sat and listened to all of the phone calls we have made to them (most of our correspondence is via email which we have all printed) but my point here is if I rang yesterday after the complaints dept was closed, how could he have sent the documents as he wouldn't have known I was going to call and the lady yesterday would have been able to see in the account notes which she would have told me. Plus, I really dispute if they're as busy a company as he tried to tell me, he had time to listen to that and read all of the account notes!
He tried to dispute my understanding of a true and signed document (can someone please confirm this for me!? could you also please confirm exactly what form these documents should be in and what they should have on them to make them proper) and rabbited on saying he couldn't tell me why none of these documents or letters had reached my partner but apparently sooo many of them had been sent; hmmm... He then went on to assure me all of these documents plus copies of all letters etc have now been sent out. Why it has taken from 19th Feb I do not know, especially when down the line we have been told there is no original agreement because it was done online but now suddenly it is here to send.
I brought up the fact that a couple of weeks ago we received a random email from the lovely Mackenzie Hall. At this point we hadn't done our internet research and didn't know who they were; they didn't introduce themselves, simply sent over a letter about their complaints procedure! As far as we were concerned they could have been anyone. Apparently this is their old company and it shouldn't have happened, but then this man tried to talk about the debt as if MH had owned it first before PRA; the default is on his file under PRA at all times and the only correspondence has been with PRA...
So, sorry about the length! But where do we stand and what should we do? Anyone had any similar experiences or dealings with this company?
0
Comments
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'true and signed' copies isn't a phrase that is used much on this forum.
What request did your partner make to them? was it a letter just asking for proof of the debt/copies of the paperwork? or was it a CCA request for a copy of the credit agreement under the consumer credit act with a £1 fee? or was it a subject access request under the data protection act with a £10 fee?A smile enriches those who receive without making poorer those who giveor "It costs nowt to be nice"0 -
Did they not send a default notice?
Maybe call the FOS if you are getting no where with QQ.
http://www.financial-ombudsman.org.uk/consumer/complaints.htm:beer:0
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