GroupNexus claiming that I parked overnight..

ExasperatedEel

Thank you Bazarius and Coupon-mad.

They've already had my original appeal, an email from the store manager requesting that they cancel the charge and two further emails from me: one telling them that the email from the store manager was on its way and one forwarding the email from the dental surgery confirming that I was elsewhere when I was supposedly parked at the retail park. 

I'm fairly certain that I've stated that I cannot prove a negative and I've pointed out that they cannot provide footage of my being parked overnight because it simply didn't happen.

To be honest, I just want them to confirm that they're dropping the charge, but there's no sign of a reply from them - in spite of the fact that the email from the store manager informed them that I was in distress. 

I'll draft yet another email to send tomorrow, but my suspicion is that they'll say that they're entitled to take their time because they only "aim" to answer within 10 days and have said that it can take up to 35 days. 

I'll be honest - I'm particularly wound up because I have my first holiday for years lined up and this nonsense isn't going to be sorted out before I head off. I realise that I'm pulling the "poor me" card and many folk have it worse, but this was supposed to help me recuperate after 3 sets of medical procedures and a cancer scare on top of being widowed. I was just beginning to see the light at the end of the tunnel when their blooming demand arrived through my door.

The other emails were sent to their appeal email, but I can send the next one to their complaints dept and copy it to the appeal email. I can also append a copy of the letter that I hand-delivered to the store manager. (I walked up because I didn't want to risk another charge.)

I might also mention that my GP has told me to tell them that this is affecting my mental health. (I was getting biopsy results and she asked how I was getting on following my bereavement.)

If they were stupid enough to insist on taking me to court, I don't see anyone with common sense ruling in their favour: a quick look at Google maps would show that I'm a short distance from the store and I have my own driveway and garage.

I just want them to cancel the charge, to confirm that they've deleted my data and an apology.

Coupon-mad

Do that complaint now and certainly tell them about your anguish and circumstances and that you will sue them and tell the local paper if they don't apologise for the 'double dip' ANPR error caused by them not bothering to check for orphan images before cynically or negligently harvesting an innocent keeper's DVLA data.

Use those phrases.

ExasperatedEel

Thank you very much. I'm on it.

Le_Kirk

ExasperatedEel said:

I just want them to cancel the charge, to confirm that they've deleted erased my data and an apology.

Yea, keep at them and make sure you ask them to ERASE not delete your data. that word has a specific meaning in Data Protection regulations.

ExasperatedEel

Thank you very much. I'll change the wording on my letter/ email. (I'm at the editing stage.)

I promise that I'm not usually as flakey and scatter-brained as this: it's just been a difficult time lately.  In the process of checking/editing I've discovered that the store sent the cancellation request the very same day that I phoned them: that is, the day that I received the GN letter and sent the online appeal. 

The email was sent to cancellations @ GroupNexus, so I would have thought that it should have been processed by now. The store manager told me that she would phone me as soon as she heard back from them, so GN obviously doesn't give two figs for anything other than extorting money from people.

Minor update: I've just realised that the forwarded email from the store shows that the manager emailed the cancellations dept TWICE, but they've apparently had no reply.

I'm sure that GN will say that they're busy, but surely they can't be inundated with cancellation requests from stores?

Coupon-mad

It's at the bottom of their priority list to reply to because cancellations make them no money.

Get the complaint in now.

ExasperatedEel

This has quite literally JUST arrived. On a Saturday, no less. They haven't even had the decency to put my name on it, but...

Dear Sir/Madam,

 

Thank you for your correspondence relating to your Parking Charge.

Further to your representations, we have investigated your claims and can confirm that your Charge has subsequently been cancelled in full and no further action will be taken.

Please accept our sincere apologies for any inconvenience caused in relation to this matter.

Please disregard any letters received that predate this email.

Yours faithfully,

CP Plus Limited

ExasperatedEel

I am hacked off that they had the nerve to start off with "Dear Sir/Madam" when I signed all my emails with my full name and title (Mrs). Shows a complete lack of care.

Relieved that it's off my back. 

I actually had to send the "I'm prepared to sue" letter twice. The first time, there was no acknowledgement. First time, I sent the email to the "info" address and copied it to "appeals". The next day, I realised I had no acknowledgement and re-sent it: this time to "appeals" plus "info" as the copy address so I'd get the automated reply. 

Honestly...they can't be arsed replying, but as soon as they realise it might cost them, they're prepared to work on a Saturday afternoon?

Thank you so very much Coupon-Mad, Le_Kirk and everyone else on here who was so generous with their advice.

I've just realised that there's no confirmation that they erased my data, so I've fired off an email asking for confirmation of that.

ExasperatedEel

Coupon-mad said:

It's at the bottom of their priority list to reply to because cancellations make them no money.

Get the complaint in now.

Just to add that I sent my email them on Wed., 11th and re-sent it on Thursday 12th when I realised that there was no automated acknowledgement of the first one. 

The reply I just got from them has my web response attached to it, but nothing else - it's as if they're pretending that the other emails didn't happen.

ExasperatedEel

Oh... and I did use the phrases suggested by Coupon-mad and made a point of saying "erase" as advised by Le_Kirk.