Help with catalogue company

drykrispy0858

Hi,
Not sure if I am in the right place, but couldn’t see where else to post??? I am having a stressful time dealing with a catalogue company, now sure if I can name them. I have returned a parcel and been billed for an item that was returned, I have sent proof of returns quite a few times, as the item was still showing on my statement. I then had a statement and unbelievably another item has been billed to me from a different parcel, I have sent proof of returns again for both items, this has been going on over quite a few months, My latest phone call to Customer Services, I was informed they have now received proof of returns for the first item but are disputing the returns form as having the date altered, I said I haven’t touched it and am fuming they have even suggested it I have emailed them, because when you phone you are left on hold for so long and to try and get them to sort these matters out. The latest email from them says they have no knowledge of copies of returns. So who do I believe, either they have received proof or they haven’t, nobody seems to know what they are doing. I have received a letter from their debt collecting dept asking why I haven’t paid for these goods. Any advice as to how I can proceed I am not getting any sense out of them and I was told over the phone they have a 3 months backlog opening their mail what should I do?????
Thanks.. Getting desperate now

hollydays

If you name them someone might tell you how to proceed.

Butlers1982

You cannot do anything via Email when sorting something like this out. You need to SPEAK to someone.

If you have sent in the return slip then have you got a photocopy?

C_Ronaldo

OP you do realise you have posted the same question twice

Butlers1982

OP you do realise you have posted the same question twice

The OP hasnt even come back to acknowledge the replies!

chipmunk

Butlers1982 wrote: »

The OP hasnt even come back to acknowledge the replies!

Perhaps they're at work

Drykrispy, if I were you I would contact their debt department and inform them that you have repeatedly provided proof that you have returned the goods but that due to their incompetence and lack of internal communication this issue has still not been resolved. Tell them to get their story straight, either they have seen the proof or they haven't, and if they still insist you owe money, tell them you will see them in court. If you have the proof you returned the goods, there is very little they can do. I would also put this in writing to them.

Also make notes of any telephone conversations/letters, i.e. date and time of any calls and the name of the person you speak to.

Try not to worry too much.

drykrispy0858

Thanks for all your replies, no I didn’t respond to your posts yesterday, I’m ill with ME and was resting, and am only online some of the time in the day, sorry about that and yes I did realise I’d duplicated my post I didn’t know how to delete it, sorry.

I have phoned the catalogue company initially and they said send proof of returns in the post, which I have duly done three times and items are still showing as billed to me on my statements. I’ve managed to get through via phone after 4 attempts which added up to about an hour left on hold on an 0870 number! First they said they hadn’t received proof and then they said they had, for the first item and they were disputing the validity of said copy, they asked why the returns form didn’t have post office stamp on it, I said well as it was returned with your courier collection service that might explain the reason why. Apparently they said the date looked like it had been altered, which I was most upset about I certainly haven’t touched it and conveyed that fact, I then got there must be a misunderstanding, I said they have been incompetent and I would like these matters sorted out asap the woman I spoke to said she would try and sort it out personally and I got an apology. She hadn’t received proof for the second item. I was informed they have a 3 month backlog with their post. To date I haven’t heard anything back from her. In the mean time I had emailed them because it was so frustrating being left on hold on the phone. The email I have received from the Customer Services Manager says they haven’t had any correspondence from me. So who do I believe. My worry is as I had a letter from their Debt Collecting Department I might get someone knocking on my door looking for payment. I tried phoning the Debt Collecting Dept and got cut off mid sentence, as I was trying to explain why I was not paying, The women said, unless you are phoning to make a payment I can’t help you and was passed over to Customer Services. The woman at Customer Care said they would freeze my account til this is resolved, but who do I believe! Don’t feel I have much confidence in what they say. Any ideas what I can do next, please I’ve run out of steam and ideas. It’s Grattan by the way wasn’t sure I could say.

Thanks

chipmunk

Did you get the names of the people you spoke to? Keep a note of the dates and times you had these conversations just in case you need the info. later and then just wait to hear from them. It's their mistake and as they have said, they have a backlog with their mail. The downside is they have put your account on hold so you won't be able to place any more orders with them. Anyway, would you really want to after this ?

If you get any more letters from the Debt department, refer them back to their own Customer Services department to get the full story. They can't do anything while there is a dispute with your account.

drykrispy0858

yes I have kept names and correspondence by email and phone. No I certainly won't be shopping with them again, so no loss there after 20 plus years of being a loyal customer. My worry is they just don't seem to have the ability to resolve this.

changkra

Seeing as this is a catalogue have you ever signed a credit agreement with them and posted it back to them? If haven't have a look here

http://www.consumeractiongroup.co.uk/forum/general-debt/20758-creditors-dcas-letter-templates.html

You need letter N, send a CCA request enclosing £1. You will find allot more info on www.comsumeractiongroup.com

drykrispy0858

Thanks Changkra for the information, I have an idea what you are saying but could you clarify for me why I am requesting this my Credit Agreement from Grattan, to what ends please? Is there anyone specifically I should be sending it to? I cannot remember if I signed an agreement, it has been 20 years plus since I opened an account with them. If I do as you suggested and request my Credit Agreement from them and the CAA letter says to get a response back from them within 12 days and they have a 3 months backlog of their post, what would be my position then?