Dealing with moorecroft and DCA

Penguinone

Hi I’m pretty new to this so not sure if I’m posting in right place. This will be a long post.
So a bit (long) background
I had a credit card with Barclaycard few years ago. Due to my husband being made redundant we fell behind with the payments. The credit card amount was passed onto Hoist finance who then sourced it out to Moorecroft. Basically last year we made a large payment t (£3,000) to morecroft to help bring the debt down. This payment was made through a bank transfer online. We heard nothing from moorecroft so I phoned them and ask about the balance and payment as I hadn’t heard from them. They said they hadn’t revived the payment of £3000. They said they would look into it. A month Iatter i revived a letter from another DCA (Robinsonway). It stated on their letter the full amount still owing. So obviously I contacted Robinson way telling them we had paid this amount to moorecroft. Due to them being the ones now holding the accountthey said they would look in to it and they put my account on hold. They ask for a copy of our bank statement showing the payment with all the details etc. Which I emailed. I also contacted moorecroft who said they would look into it there end I also sent them bank statement etc.
This has been going on for months now I’ve been backwards and forwards cashing where this payment has gone.
Yesterday out of the blue I received a letter from Barclaycard giving me refund for all my charges etc. I didn’t apply for this so it came completely out of the blue and greatly revived.
Anyway with the refund Barclaycard have paid it means this £3000 I paid to morecroft is owed back to me. I have spent the whole day on the phone to Barclaycard, morecroft and Robinson way. Robinsonway have been absolutely brilliant and have now raised a complaint with Hoist finance and morecroft etc involved. They suggest I also ring morecroft myself again. My problem is I’m getting nowhere with morecroft. I was passed from one agent to another I asked for the complaints department and got no joy. Eventually I spoke to a manager who said I need a ‘Bank chase letter’ from our bank stating where the money came from. This letter from our bank would then give more details on where to look. So I phoned my bank (Tesco’s) who said they have never heard of such a letter. The only thing they can do is for me to get moorecroft to contact them (Tesco’s) to request the payment Information, Tesco’s have already said all that will be is them sending the bank statement like I have already done.
I just feel as though moorcroft are sending me round in circles. I just need some advice on what to do next.

January2015

Why do you think the £3000 is owed back to you?

Many credit card companies and banks are refunding interest and charges incorrectly applied when accounts were in arrears or default. I have had several of these refunds, but the principal debt is still owed. I never requested any of these refunds... the banks do audits of their processes etc and if they find they have incorrectly charged they refund the customers.

You still need to confirm where the £3000 went when you paid it, but I very much doubt it is owed back to you, unless Barclaycard have confirmed the original debt is cancelled - which seems very unlikely to my.... but I could be wrong.

Penguinone

Sorry. I will clarify. Ok so if morecroft had found the £3000 and assigned it to my account. With the amount Barclaycard have refunded me it would have put the account into a credit by £3100. So £100 Barclaycard owed me and the payment of £3000 I paid to morecroft which they can’t find. Can you see why I should be owed the money from moorecroft.
Does that make sense.

sourcrates

Hi,

Ok, some basic facts please :

How much was the debt owed to Barclaycard before you made the 3k payment ?

How much was the refund from Barclaycard for ?

Dependant on your answers, if you still need to complain, without going from pillar to post, you should Put everything into a written complaint, to Moorcroft, as it was them you paid, make sure you head your letter “COMPLAINT”.

They then have 8 weeks to issue you a final response, if they cannot determine where the money went, or you are just not happy with there response, you then take the matter to the FOS (financial Ombudsman Service) who will decide the matter for you.

That is the correct procedure to follow, not wasting your time with constant phone calls to call handlers who cannot help you.

Penguinone

The outstanding amount owed was £5100 when it was passed to moorecroft. I was refunded £5200 by Barclaycard. So if moorecroft had credited my account with £3000 I paid them that would have taken my amount owing to £2200. They haven’t so that amount was still £5100. Barclaycard have paid the outstanding balance of £5100 and me £100. I have raised the complaint with Robinson way and provided bank statements as asked.
So should I still be asking for my £3000 back, as far as I can see yes.

sourcrates

Penguinone wrote: »

.
So should I still be asking for my £3000 back, as far as I can see yes.

Yes i agree, you should be refunded the 3k by Moorcroft.

If they do not find in your favor, or to your satisfaction, then the FOS is the next stop for you :


https://www.financial-ombudsman.org.uk/