Jacobs!!! A warning

daydream_believer

Hi,

Last year my Son had some mental health problems and ended up attempting suicide. In the 12 months or so leading up to this he built up some rent and council tax arrears.

In an attempt to help him through this tough time I contacted his creditors and made arrangements for him to pay the debts off.

His council tax debt had unfortunately been passed to Jacobs debt collectors so I had to deal with them.

I spoke to a woman in regards to setting up a payment plan, at first she said the debt would need to be paid off over a six month period. This would have been £160 per month which he would not have been able to afford as he has rent, bills etc to pay as well. She put me on hold and came back on the phone and told me that her supervisor had agreed that the debt could be paid off at £80 per month over a 12 month period.

This agreement has been kept to, there have been no missed payments and no late payments, as of yesterday there should have been 4 more payments to be made (£318 total) and the debt would be cleared

My Son came to my house yesterday in a bit of a state, he had received a letter from a Jacobs enforcement officer (hand delivered through his letterbox) stating that they would be arriving tomorrow (today) to take good for sale unless he paid them £633.38 within 24 hours!

I got on the phone to the enforcement agent and was informed by him that the £80 per month was only a temporary arrangement?! but he would look into it and get back to me, he did get back to me and said the money had to be paid in full within 24 hours or he would be round tomorrow.

I was never told this on the phone at the time of making the payment plan, I was told it was £80 a month for 12 months.

He claimed that my Son had been sent 2 letters in April and May as they have the right to review payment plans to see if he could afford to pay more, and as he hadn't responded they had cancelled the payment plan! strangely since this alleged cancellation they have accepted 2 further payments (bank transfer)......my Son has said he has not had anything from them up until the hand delivered letter yesterday.

My main gripe with them is they never had a late payment nor a missed payment, yet they decided to send the debt to the enforcement officer who then added a further £235 'fees' on despite getting regular payments.

It seems to be with Jacobs that they target the people who are paying as its easier than chasing those who ignore the letters.

The enforcement officer I dealt with was arrogant, rude and patronising, although the lady in the call centre office was a lot more helpful and understanding she said they are 'entitled' to do regular reviews of accounts. Be warned.

SPELLKASTER

Because of your son's mental health he would be classed under FCA guidelines as a vulnerable customer.

I would contact the FCA and ask for their advice.

This is their website https://www.fca.org.uk

There is a big section in the CONC rules regarding vulnerable customer with mental health.

I would also make a formal complaint to Jacobs in writing that their behaviour is a breach of the FCA guidelines.

fusionx212

daydream_believer wrote: »

Hi,

Last year my Son had some mental health problems and ended up attempting suicide. In the 12 months or so leading up to this he built up some rent and council tax arrears.

In an attempt to help him through this tough time I contacted his creditors and made arrangements for him to pay the debts off.

His council tax debt had unfortunately been passed to Jacobs debt collectors so I had to deal with them.

I spoke to a woman in regards to setting up a payment plan, at first she said the debt would need to be paid off over a six month period. This would have been £160 per month which he would not have been able to afford as he has rent, bills etc to pay as well. She put me on hold and came back on the phone and told me that her supervisor had agreed that the debt could be paid off at £80 per month over a 12 month period.

This agreement has been kept to, there have been no missed payments and no late payments, as of yesterday there should have been 4 more payments to be made (£318 total) and the debt would be cleared

My Son came to my house yesterday in a bit of a state, he had received a letter from a Jacobs enforcement officer (hand delivered through his letterbox) stating that they would be arriving tomorrow (today) to take good for sale unless he paid them £633.38 within 24 hours!

I got on the phone to the enforcement agent and was informed by him that the £80 per month was only a temporary arrangement?! but he would look into it and get back to me, he did get back to me and said the money had to be paid in full within 24 hours or he would be round tomorrow.

I was never told this on the phone at the time of making the payment plan, I was told it was £80 a month for 12 months.

He claimed that my Son had been sent 2 letters in April and May as they have the right to review payment plans to see if he could afford to pay more, and as he hadn't responded they had cancelled the payment plan! strangely since this alleged cancellation they have accepted 2 further payments (bank transfer)......my Son has said he has not had anything from them up until the hand delivered letter yesterday.

My main gripe with them is they never had a late payment nor a missed payment, yet they decided to send the debt to the enforcement officer who then added a further £235 'fees' on despite getting regular payments.

It seems to be with Jacobs that they target the people who are paying as its easier than chasing those who ignore the letters.

The enforcement officer I dealt with was arrogant, rude and patronising, although the lady in the call centre office was a lot more helpful and understanding she said they are 'entitled' to do regular reviews of accounts. Be warned.

removing my comment as i was incorrect

Jacobs are enforcement agents for council tax collection, not debt collectors. As enforcement agents they are instructed after the issuing of a liability order by the magistrates court.

CIS

In respect of payment acceptance - they are instructed to accept any payments made, even of they're not taking them as a formal payment arrangement.

His council tax debt had unfortunately been passed to Jacobs debt collectors so I had to deal with them

advise your son to lock all doors windows and not open up to them.

they cannot force entry

this is a civil matter but if they enter the property forcefully then call the police.


debt collectors have a duty of care to vulnerable, they are not showing this care to your son.

do not speak to them on the phone any more, if you are happy then they will also have to speak to you on his behalf as a proxy.

they have not been to court and they have not got a judgement against your son.

you do not need to let them enter the property.

Jacobs are enforcement agents for council tax collection, not debt collectors. As enforcement agents they are instructed after the issuing of a liability order by the magistrates court.

National_Debtline

Hi

Ask the council to take the debt back from the enforcement agent on the basis that your son has mental health issues and the use of enforcement agents is causing a lot of undue stress. There are guidelines called ‘Taking Control of Goods – National Standards’, which talk about vulnerable situations. Paragraph 16 says a creditor should be prepared to take control of a case should someone be identified as vulnerable.

www.gov.uk/government/uploads/system/uploads/attachment_data/file/353396/taking-control-of-goods-national-standards.pdf

There are some other guidelines on the collection of council tax which say the council should be prepared to deal directly with an individual at any point. Paragraph 4.5 says they should consider taking the debt back from enforcement agents where there is a case to do so.

www.gov.uk/government/publications/council-tax

Reassure you son that as long as an enforcement agent hasn’t already taken control of his belongings and he doesn’t let them into his home they can’t force entry.

James
@natdebtline