My (DRO) Debt Relief Order Diary

RestlessOverDebt

Help please re SATSUMA LOANS

# Fatbelly

 #Sourcrates

All my debts are currently set at Default except for Satsuma Loans; this continues to me marked as ‘Delinquent’ which it has been for years (I can confirm this debt is listed in my DRO.

From my understanding (and I am the first to admit that I may very well be wrong) but during the moratorium period, creditors should mark my Credit File as ‘Default’. Then at the end of the moratorium reflect the balance to Zero and partially settled/satisfied.

I have sent e-mails to customer services at Satsuma, yet they are adamant that they will not change the status from Delinquent to Default.

I used a template from a site (Debt-Cxxxl)

 

 

30/07/2020

 To the Data Controller/Management Team

(Name - D.O.B: XX/XX/XXXX

Re: Account Customer / Agreement Number XXXXXXXXX (current balance £XXXXX).

I had a Debt Relief Order approved on XX/XX/2020 - Order No: XXXXXX

You can confirm this by checking the Insolvency Register at Individual Insolvency Register (IIR) - Home.

 

Individual Insolvency Register (IIR) - Home

 

 

I am writing to ask you to correct my credit file.  

At the moment there is no default date (states ‘Delinquent’). This is incorrect and a breach of the ICO guidelines and the Data Protection Act 1998. There should be a default date not later than the start date of my DRO; (Date added).

Please correct this entry within 28 days or supply me with a written reason why you will not do so.

Their reply:

Dear XXXXXXXXXXXX

Thank you for your email

We have not defaulted your account, by defaulting this your account would have been passed to a third party debt collector! Can you confirm what it is that you are wanting us to update?

If you need any further assistance please call us on 0800 331 0004* which is free from most landlines, or you can ring 01234 954838** which is a local rate number.

Alternatively, we can arrange to call you. Please text TALK to 60070*** when you are able to take the call and an agent will be in touch.

Our opening hours are 8am to 8pm Monday to Friday and 8am to 5pm on Saturday.

Yours sincerely,

Jxxxx , Satsuma Loans

I then returned the e-mail to Satsuma with the following:

01/08/2020

Dear xxxxx, Satsuma Loans

Thank you for your email:

‘We have not defaulted your account, by defaulting this your account would have been passed to a third party debt collector! Can you confirm what it is that you are wanting us to update?’

Re: Account Customer / Agreement Number XXXXXXXXX (current balance £XXXXX). This account had been included in the DRO.

I had a Debt Relief Order approved on (date added)  - Order No: XXXXXXX

You can confirm this by checking the Insolvency Register at Individual Insolvency Register (IIR) - Home.

 

Individual Insolvency Register (IIR) - Home

 

 

I am writing to ask you to correct my credit file. At the moment there is no default date (states ‘Delinquent’). This is incorrect and a breach of the ICO guidelines and the Data Protection Act 1998. There should be a default date not later than the start date of my DRO; (Date added).

(Name added)

 

Satsuma Loans then sent me this e-mail:

Dear XXXXXXXXXXXX,

Thank you for your email.

Due to you advising that you were going through a debt relief order, we apply a hold to your agreement and in this time your agreement does not default and will only show as delinquent. If this is something you are unhappy with and would like investigated, I can raise this as a complaint for you. Would you like me to do this?

If you need any further assistance please call us on 0800 331 0004* which is free from most landlines, or you can ring 01234 954838** which is a local rate number.

Please note for future reference, if you send any queries via email, please confirm your full name, address and date of birth in order for us to deal with your request promptly.

Alternatively, we can arrange to call you. Please text TALK to 60070*** when you are able to take the call and an agent will be in touch.

Our opening hours are 8am to 8pm Monday to Friday and 8am to 5pm on Saturday.

Yours sincerely,

xxx, Satsuma Loans

So I am now thinking have I got it wrong believing that they should mark my credit file as ‘Default’ OR are both the people that I have corresponded with via e-mail at SATSUMA LOANS incompetent or just being awkward (I genuinely don’t mean that out of spite, I just feel like I’m banging my head against the wall).

Perhaps I should just leave it? Any advice would most certainly be appreciated. I have hit such a high level of anxiety thinking I have caused a stir among the hornets’ nest… feeling very worried.

Kind regards

RestlessOverDebt

 

 

 

fatbelly

Hi

Where are you seeing the word Delinquent? I routinely have to inspect CRA reports from  the three major CRAs and can't remember seeing that.

You are right that the account should be marked default and the default date should be no later than the date of the DRO.

What I don't think is prescribed is when that should occur. I think it's something you could leave until the moratorium completes, then have a look at the three major CRA reports and see what's there. I don't think it's worth worrying about at the moment.

If I see any Satsuma entries on any of my clients' files, I'll report back what I see.

RestlessOverDebt

fatbelly said:

Hi

Where are you seeing the word Delinquent? I routinely have to inspect CRA reports from  the three major CRAs and can't remember seeing that.

You are right that the account should be marked default and the default date should be no later than the date of the DRO.

What I don't think is prescribed is when that should occur. I think it's something you could leave until the moratorium completes, then have a look at the three major CRA reports and see what's there. I don't think it's worth worrying about at the moment.

If I see any Satsuma entries on any of my clients' files, I'll report back what I see.

Hi Fatbelly
Thank you for your prompt reply; most highly appreciated.
Whilst the Loan is with SATSUMA Loans it shows under the name of PROVIDENT
The CRA I use is called CreditKarma (free to use) 
'Your reported accounts - These are the open accounts on your current TransUnion credit report' 
In my credit report under the section titled 'Personal loans' it shows as: 

Provident

Account type                        Unsecured Loan

Status                                  Delinquent

Account number                 XXXXXXXXXXXXXXXXX

Last updated                       08 Jun 2020

Start date                            (date)

      

If they are required by law to add a 'Default' notice to the account, I don't understand why they are saying ‘We have not defaulted your account, by defaulting this your account would have been passed to a third party debt collector!  and then 'Due to you advising that you were going through a debt relief order, we apply a hold to your agreement and in this time your agreement does not default and will only show as delinquent'.

Anyway, I shall keep the e-mails to date safe, have no further contact with them, and just wait and see what happens, if anything, during the moratorium period. I will update here if anything changes. 

Thank you again Fatbelly for taking the time to read my post, and for your wise words of advice; most highly appreciated.

Kind regards

RestlessOverDebt

missile

What a good post, where people are sharing and learning from others experience, without the usual judgemental comments :-)

sourcrates

The time to do credit file clean up is at the end of your monotorium period, not during, as nothing has yet been officially settled or sanctioned.

I know your keen to sort this, but I would leave it for now, then once your over the 12 month mark, and your officially discharged, then do the clean up.

You will find that some companies, satsuma amongst them, are unclear on how to mark a credit file thats been subject to a DRO, Debt Camel is a very good sourse of information, as you have discovered.

RestlessOverDebt

Hi sourcrates
Thank you for your reply and helpful advice; much appreciated. I shall take that on board, wait until the end of the moratorium period, and then attempt to do a credit file clean up. 
Kind regards
RestlessOverDebt

fatbelly

Credit Karma is the product of TransUnion - so I'll keep my eyes open and try to work out what Provident are doing.

RestlessOverDebt

fatbelly said:

Credit Karma is the product of TransUnion - so I'll keep my eyes open and try to work out what Provident are doing.

Thank you fatbelly.
Kind regards
RestlessOverDebt

RestlessOverDebt

Satsuma Demanding Payment
Despite the stress I have had with Satsuma Loans (Provident), today I received a letter demanding payment in full:

'You have failed to make the required repayments under the credit agreement detailed above as those repayments became due. You are now £1,***.80 in arrears. To resolve this you must pay the amount of arrears in full. if a balance remains on your account after you have paid the full amount off your arrears, you must continue to make your repayments of £1**.80 until you have repaid all amounts due under your credit agreement.
If you fail to do this...... may result in court action being taken against you...
********************
I phoned them, explained that I had kept the e-mails (I refer to those posted above). Again I told them this loan is incorporated into my Debt Relief Order, and they should not be demanding payment; their (verbal) response is unbelievable:
"The letter we sent is not asking for you to make payment" 
Seriously? 
After telling him I have it in black and white in my hand, he asked "what insolvency service are you with" 
Honestly you could not make it up! Frustrated at this point I asked him to contact the Insolvency Service direct and discuss it with them, to which he replied "I can't do that, but I will put your account on hold for 30 days"
Words cannot describe the frustration and anger that I am feeling towards Satsuma Loans at this moment in time, needless to say I am worried they will take me to court.
I have tried so hard to have open communication with Satsuma Loans, but to be honest, I feel like I am banging my head against a brick wall.
Thanks for listening/reading.
Kind regards
RestlessOverDebt

fatbelly

You were clearly speaking with an idiot

If they were stupid enough to start a court clam, your defence is 'this debt is in DRO numbered XX dated YY'

It's a complete defence

Just ignore everything you get unless you get an actual claim form from an actual court