Carphone Warehouse

EmmaCollar95

Hello,

I am at the wits end, I cannot stop crying because of the stress they are causing me.
October last year I took out a phone contract, the device was faulty and I returned to store. The store manager said I had to pay to fix the device, knowing he was wrong I contacted Samsung and Citizens advice and both highlighted that Carphone would be in breach of contract and consumer law. With this information I went back to Carphone warehouse and the manager then quickly changed his mind and agreed to send the device to repairs. Angry at everything I stated I wanted to cancel down the contract (within my cooling off period). They had IT issues and had to return the device a non standard way but reassured it was returned.

Fast forward to November 2021 I have a payment for the phone contract company come out, confused I rang ID mobile (to contract company) and they said they had no idea the contract was cancelled and advised me to call CPWH (Carphone warehouse). So I did but they said it was stores issue and they didn't want to know. I returned to store who raised MEDICs forms but with no luck. The manager advised me to cancel my direct debit but shouldn't worry as it will cancel down. I was told from phone customer services to return to store each phone call. I have been pulled back and forth to a point were I lost my mind and made the two communicate via my phone. This process takes me through to December 2021. Then after Christmas I received a letter from a debt collection agency stating I owe ID mobile money, I called and explained and said I need to chase them to sort this. I spoke to ID mobile who said Carphone warehouse are the only ones who can cancel it down. MEDICs form to disconnections kept being made with out success, kept getting told people would ring me with updates but never did, I always had to chase. Then at this point it is on my credit file!

January 2022/February 2022 still calling and going back and forth. I then ring CPWH customer services who kept again sending me to store and I again made the two communicated via my phone. Reaching a conclusion that I need to ask ID mobile to generate an early termination fee, that CPWH will pay and cover but needed evidence of this form, this process took months as ID mobile were just as useless and unwilling to help like CPWH. To then find out if they do it I am then liable this made me angry but I was reassured by CPWH managers over the phone that they will pay it. I then finally received the document and sent it to CPWH email given multiple times but there email assistants weren't helpful and made the process worse. To a point were I rang customer services and demanded to talk to a manager and emailed it to them (by this time its March).

I then had to wait to CPWH to pay ID mobile so then they can remove it off my credit file. Kept ringing in to double check with no luck. Then mid April 2022, I was called by the debt collection agency stating I owed over 1k! I explained everything again and they said I need to call CPWH. With this I did and demanded to talk to a manager, at this point I am soo stressed and cannot stop crying. I was informed it will be sorted ASAP and to call back in 5 working days to check, yet again I have to chase them so I call back a few days later and I have been told that ID mobile has been paid off but when I asked about the escalation to credit file the man seemed taken back and couldn't see evidence of this. He then escalated it for me and got the CEO team involved. More wasted time goes by as he escalated to the wrong people and then another team said they couldn't do it.

Now May! I rang on the 6th of May and spoke to the rudest person who told me it is all my fault and being patronizing. Stating I sound like a put together women who should no better and should continue to pay for the phone contract, even though I had no phone or contract as it was handed in! And stated that CPWH cannot escalate it for removal and that it was my responsibility! Knowing this was wrong I spoke to the financial ombudsman and Experian who agreed and said she ill informed me and that it is their job to do that and not mine. I rang back and spoke to someone who was escalating this and I kicked off and demanded and manager, he agreed that I was told wrong and he was going to investigate the phone call. But was reassured that it will be sorted and to call back. I then was told by a customer service person from CPWH that the credit file form was done on the 18th of April and should then be remover by the 18th of May. I checked on the 18th of May and nothing (Not surprised) I rang CPWH who said it could take a little longer but advised to call Experian. I called Experian and they stated that CPWH have not filled in their data dispute form! Again a month wasted! I rang CPWH and they now cannot seem to deal with my case as it has been escalated to the CEO team following a complaints email I made to document everything along with demanding compensation. Now I can only communicate via email.

I received an email from the CEO team stating they will offer £100 a gesture of good will, I refused and kicked off over email. They then emailed back saying the max they would offer for compensation was £200 and that they are doing me a favor by waiving charges they they paid ID mobile and removing the marks over my credit file, to which I kicked off even more and refused and said their statement of goodwill was an insult.

The reason I am demanding compensation is as follows. I am now on a variable mortgage, we were suppose to put our current house on the market in Jan 2022 but couldn't because of the credit file marks, lost the house we wanted to go for. Our variable mortgage has kept going up which is costing us money in the long run! I cannot even remortgage. My credit score has gone from 978 to 708! I cant get a new credit card with a better rate, I cant get anything finance with out being penalized. We wanted to start trying for a family but cant as we needed to move first, I'm an ITU nurse and my job is soo stressful already but this adding on top I cannot stop crying I have been having panic attack's over it. This whole post is a rough summary there is more to it. Carphone warehouse have put my whole life on hold and my husbands, they cannot even seem to recognize the extent of what they have put me through. I am looking for people who have legal know how or who can advise me, I do not want to take this lying down as they will do it to others too.

You're help is appreciated Emma

powerful_Rogue

EmmaCollar95 said:

Hello,

I am at the wits end, I cannot stop crying because of the stress they are causing me.
October last year I took out a phone contract, the device was faulty and I returned to store. The store manager said I had to pay to fix the device, knowing he was wrong I contacted Samsung and Citizens advice and both highlighted that Carphone would be in breach of contract and consumer law. With this information I went back to Carphone warehouse and the manager then quickly changed his mind and agreed to send the device to repairs. Angry at everything I stated I wanted to cancel down the contract (within my cooling off period). They had IT issues and had to return the device a non standard way but reassured it was returned.

Fast forward to November 2021 I have a payment for the phone contract company come out, confused I rang ID mobile (to contract company) and they said they had no idea the contract was cancelled and advised me to call CPWH (Carphone warehouse). So I did but they said it was stores issue and they didn't want to know. I returned to store who raised MEDICs forms but with no luck. The manager advised me to cancel my direct debit but shouldn't worry as it will cancel down. I was told from phone customer services to return to store each phone call. I have been pulled back and forth to a point were I lost my mind and made the two communicate via my phone. This process takes me through to December 2021. Then after Christmas I received a letter from a debt collection agency stating I owe ID mobile money, I called and explained and said I need to chase them to sort this. I spoke to ID mobile who said Carphone warehouse are the only ones who can cancel it down. MEDICs form to disconnections kept being made with out success, kept getting told people would ring me with updates but never did, I always had to chase. Then at this point it is on my credit file!

January 2022/February 2022 still calling and going back and forth. I then ring CPWH customer services who kept again sending me to store and I again made the two communicated via my phone. Reaching a conclusion that I need to ask ID mobile to generate an early termination fee, that CPWH will pay and cover but needed evidence of this form, this process took months as ID mobile were just as useless and unwilling to help like CPWH. To then find out if they do it I am then liable this made me angry but I was reassured by CPWH managers over the phone that they will pay it. I then finally received the document and sent it to CPWH email given multiple times but there email assistants weren't helpful and made the process worse. To a point were I rang customer services and demanded to talk to a manager and emailed it to them (by this time its March).

I then had to wait to CPWH to pay ID mobile so then they can remove it off my credit file. Kept ringing in to double check with no luck. Then mid April 2022, I was called by the debt collection agency stating I owed over 1k! I explained everything again and they said I need to call CPWH. With this I did and demanded to talk to a manager, at this point I am soo stressed and cannot stop crying. I was informed it will be sorted ASAP and to call back in 5 working days to check, yet again I have to chase them so I call back a few days later and I have been told that ID mobile has been paid off but when I asked about the escalation to credit file the man seemed taken back and couldn't see evidence of this. He then escalated it for me and got the CEO team involved. More wasted time goes by as he escalated to the wrong people and then another team said they couldn't do it.

Now May! I rang on the 6th of May and spoke to the rudest person who told me it is all my fault and being patronizing. Stating I sound like a put together women who should no better and should continue to pay for the phone contract, even though I had no phone or contract as it was handed in! And stated that CPWH cannot escalate it for removal and that it was my responsibility! Knowing this was wrong I spoke to the financial ombudsman and Experian who agreed and said she ill informed me and that it is their job to do that and not mine. I rang back and spoke to someone who was escalating this and I kicked off and demanded and manager, he agreed that I was told wrong and he was going to investigate the phone call. But was reassured that it will be sorted and to call back. I then was told by a customer service person from CPWH that the credit file form was done on the 18th of April and should then be remover by the 18th of May. I checked on the 18th of May and nothing (Not surprised) I rang CPWH who said it could take a little longer but advised to call Experian. I called Experian and they stated that CPWH have not filled in their data dispute form! Again a month wasted! I rang CPWH and they now cannot seem to deal with my case as it has been escalated to the CEO team following a complaints email I made to document everything along with demanding compensation. Now I can only communicate via email.

I received an email from the CEO team stating they will offer £100 a gesture of good will, I refused and kicked off over email. They then emailed back saying the max they would offer for compensation was £200 and that they are doing me a favor by waiving charges they they paid ID mobile and removing the marks over my credit file, to which I kicked off even more and refused and said their statement of goodwill was an insult.

The reason I am demanding compensation is as follows. I am now on a variable mortgage, we were suppose to put our current house on the market in Jan 2022 but couldn't because of the credit file marks, lost the house we wanted to go for. Our variable mortgage has kept going up which is costing us money in the long run! I cannot even remortgage. My credit score has gone from 978 to 708! I cant get a new credit card with a better rate, I cant get anything finance with out being penalized. We wanted to start trying for a family but cant as we needed to move first, I'm an ITU nurse and my job is soo stressful already but this adding on top I cannot stop crying I have been having panic attack's over it. This whole post is a rough summary there is more to it. Carphone warehouse have put my whole life on hold and my husbands, they cannot even seem to recognize the extent of what they have put me through. I am looking for people who have legal know how or who can advise me, I do not want to take this lying down as they will do it to others too.

You're help is appreciated Emma

So the short version, Carphone Warehouse/ID messed up, however they resolved the issue and then offered you £200 compensation. You want more because you believe it caused you to not  get a mortgage to move house?

First of all, credit scores mean nothing, they are a made up number and no company offering credit ever sees them, so what does your actual credit report show?

Did you apply for a mortgage and get refused? What was the reason for the refusal?

Your only option would be to take them to court, but how much would you be looking at claiming for? This would be a long uphill struggle and you'll need to garner evidence that the lack of mortgage offer was down to what was placed on your credit file.

EmmaCollar95

Credit score is more than a number, it affects youre borrowing amount and interest percentage.  That is what has stopped us as it has compramised our borrowing. So until it is resolved off my file then I cannot get the mortgage I could prior all of this

powerful_Rogue

EmmaCollar95 said:

Credit score is more than a number, it affects youre borrowing amount and interest percentage.  That is what has stopped us as it has compramised our borrowing. So until it is resolved off my file then I cannot get the mortgage I could prior all of this

The credit score the comapnies show mean nothing, it's the actual data in the credit report that is important. Without you answering any of the other questions asked, it's going to be difficult to advise you.

mattyprice4004

You’re not just going to get them offering thousands - their offer seems fair enough to me. 

If you want more you’ll need to take them to court. 

sheramber

 I am looking for people who have legal know how 

Consult a lawyer

born_again

EmmaCollar95 said:

Credit score is more than a number, it affects youre borrowing amount and interest percentage.  That is what has stopped us as it has compramised our borrowing. So until it is resolved off my file then I cannot get the mortgage I could prior all of this

Forget credit score. No lender see that made up figure.
It has nothing to do with the amount you can borrow or interest %. You are falling into the marketing rubbish that CRA spout.

Amount you can borrow is determined by, Income to debt ratio. Add in on a mortgage they also count in you normal spending as a affordability basis.

Its CREDIT HISTORY that counts.
You would need to ask lender why it was declined. But many reasons can affect that. Including not having the funds to lend at any given point.

So it is the fact you have missed payments that could have caused your issue.

Take the £200. It's more than generous. Then get ID mobile to correct your credit history. Due to CPWH error.

Ergates

If you can identify (and prove) specific monetary losses that were directly caused by Carphone Warehouse's mistake, and you can clearly document them and write to Carphone Warehouse saying exactly what it is you expect and why.

So, for instance - if you applied for a mortgage and where turned down specifically (and only) because of the entry in the credit file from ID (you'd need the lender to tell you this), and this rejection has cost you money, then you could try to claim for that.  If, however, you just didn't apply for any mortgages because you assumed the entry would lead to rejection, then that would be a lot harder to argue.  You'd also need to accurately (as far as is possible) evaluate the losses - e.g.  "our mortgage payments for this period were x whereas if we'd been accepted for this mortgage they'd have been y, the difference is z" - and you'd need to to be able to prove that too.

The question to ask yourself is if the losses you can *demonstrate* were directly caused by Carphone Warehouse amount to more than the £200 they have already offered - especially if you take into account the time and effort needed to put your case together and to take them to court if they reject your request.  Given the number of variables involved and the amount of documentation you'd have to put together to support your claim I suspect it wouldn't be - but only you can know.

For things like emotional distress, you're into lawyer territory there.