Help with this account

wizzywig27

Hiya. I did call EE about this, very unhelpful and said no calls are itemised at all, only chargeable ones. Really frustrating.

It really is destroying my credit history, why would I have waited three months to then pay it? Santander have been nothing but unhelpful.

cjmillsnun

The phone companies know when you dialled freephone numbers. You CAN request that information, even if you have to ask for it as an SAR.

wizzywig27

BorisThomson wrote: »

You need to find something to support your position. They can see if anyone accessed your account information, so on their side they are satisfied no wrongdoing has occurred.

And keep better records in the future. You may never need them, but if you do it wil inevitably be for something very important.

That is another thing they said that it appears around the end of April/beginning of May no one even accessed my account.

I know it is my word against theirs but surely that is enough of an argument for them to show sympathy, especially as it's now paid. Like I say why would I let it get to this stage just to pay it off and complain, I admit payments into the account was an oversight on my behalf, however I did call them and it is really annoying they are unwilling to help.

How do I know there wasn't a glitch on that date?

wizzywig27

cjmillsnun wrote: »

The phone companies know when you dialled freephone numbers. You CAN request that information, even if you have to ask for it as an SAR.

Is it that simple? I have had numerous calls with them about this and they just say they can't provide me with the info as it's not on my bill

cjmillsnun

They have probably more information on you than anyone else, except perhaps your internet service provider. They have to note it down for billing purposes (someone has to pay for the call) and keep it as there may be queries on the bill. It involves you (you dialled the number) so it is information you can technically ask for.

wizzywig27

cjmillsnun wrote: »

They have probably more information on you than anyone else, except perhaps your internet service provider. They have to note it down for billing purposes (someone has to pay for the call) and keep it as there may be queries on the bill. It involves you (you dialled the number) so it is information you can technically ask for.

Interesting, I will contact them to see what they say.

In the meantime I will be taking it to the FO. My understanding is it's not just as simple as them rejecting my complaint but we shall see

cjmillsnun

Get the evidence you called them first. Otherwise without proof, it IS as simple as that.

wizzywig27

cjmillsnun wrote: »

Get the evidence you called them first. Otherwise without proof, it IS as simple as that.

Don't want to argue with you as I know you are trying to help me, but I have spoken to the FO on the phone and she told me this is the process:

I complain, it goes to the first stage who is an adjudicator (I think she said). He publishes his initial findings to both parties, we either both agree or one disagrees. This process can take some time ad it's a form of mediation.

Then at they point it goes to the FO who makes his final decision, again there is no timescale on this section and it can take some time.

So it seems it is not as simple as you make out.

One thing I will say is why is the banks word gospel? They say I didn't call, I say I did. Why is there word final?

[Deleted User]

wizzywig27 wrote: »

One thing I will say is why is the banks word gospel? They say I didn't call, I say I did. Why is there word final?

It's not that their word is gospel. It's about proof. Neither you nor the bank have proved that you called.

wizzywig27

Deleted_User wrote: »

It's not that their word is gospel. It's about proof. Neither you nor the bank have proved that you called.

The bank can't provide proof I DIDNT call either