Problems contacting RCI/Mobilize regarding DCA

Hi all.
So I tried to contact RCI, now Mobilize, regarding a care Hire Purchase agreement I had with them that I settled around 2021 to see if they applied one of these discretionary commission agreements to it.

However, has anyone had any problems contacting them via the email address the DCA letter tool has for them? The email would be undeliverable due to some technical problem and I even got a "Message Undeliverable" message back. I tried again using a different email address which did go through but their department refused to talk to me, saying the details they have for me don't match what they have on their record and due to data protection are unable to proceed further with my enquiry. I tried to contact them again, advising the problem I had sending the email they probably have for me on their records and offering to give further details to verify my identity but they  again simply sent me the same boilerplate response about data protection.

Has anyone else had this issue? Does anyone have any suggestions in what else I can do? Should I just run the gauntlet of their telephone services? Should I just send them a postal letter? Is there any other avenues of contact I should explore?

Thanks in advance.


  • dunstonh
    dunstonh Posts: 116,647 Forumite
    Name Dropper First Anniversary First Post Combo Breaker
    Does anyone have any suggestions in what else I can do?
    Wait until September when the FCA publish their report and instructs firms on what they need to do (if anything).     There is no rush to do it now as they are not going to look it until later anyway.   

    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • redtraveller
    redtraveller Posts: 15 Forumite
    First Post First Anniversary Combo Breaker
    We’ve had 3 Renault cars over the years on PCP and I sent 1 emails with details (what I had) of 3 cars. I didn’t get an acknowledgment for a while but eventually did. I’ve chased them this week as it been over 8!weeks since my original email
  • Mart17
    Mart17 Posts: 2 Newbie
    First Post
    Email them using this email. You will get automatic response straight away. 
  • dh9988
    dh9988 Posts: 11 Forumite
    Name Dropper First Anniversary First Post
    edited 15 April at 6:14PM
    Mart17 said:
    Email them using this email. You will get automatic response straight away. 
    That is the problem. That email address seems to have blacklisted the domain of my email address. I almost immediately get a "Undelivered Mail Returned to Sender" message.

    This is the mail system at host

    I'm sorry to have to inform you that your message could not
    be delivered to one or more recipients. It's attached below.

    For further assistance, please send mail to postmaster.

    If you do so, please include this problem report. You can
    delete your own text from the attached returned message.

                       The mail system

    <>: host[IP removed] said: 550 #5.7.1 Your access to
        submit messages to this e-mail system has been rejected. (in reply to DATA

    Reporting-MTA: dns;
    X-Postfix-Queue-ID: CA936FAE0BF1
    X-Postfix-Sender: rfc822; [address removed]
    Arrival-Date: Mon, 15 Apr 2024 12:08:55 -0500 (CDT)

    Final-Recipient: rfc822;
    Original-Recipient: rfc822;
    Action: failed
    Status: 5.0.0
    Remote-MTA: dns;
    Diagnostic-Code: smtp; 550 #5.7.1 Your access to submit messages to this e-mail
        system has been rejected.

    This email and it's domain were the ones I originally registered under with RCI/Mobilize. If I hadn't known better, I would say they are deliberately putting up hurdles to cut me off at the pass. Any ideas? Should I just phone them and annoy them? As I said in my previous message, using another email address works but then they play the "Data Protection" card (And no, before anyone asks, the email works fine sending to other places, including other car financing companies I talked to.)
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