If you have the time please read the below. I have written to an email address that appears to be that of Sebastian James, the CEO of the Carphone Warehouse. I could be looking to fork quite a bit or lose out completely on getting a mortgage due to a non existent debt with one of the Carphone Wareouse subsidiaries, ID Mobile.
"Dear Sebastian
Over the years I have used the Carphone Warehouse for many things. I recently had two phones lines, purchasing a rolling one month plan with ID Mobile.
The first that I cancelled was a nightmare as I had no service on my voicemail for 5 months, which was the minor complaint compared to the main one which I can forward you emails about. It was never fixed, problems were never resolved and I left. I was told I would be compensated but never was.
The second line was for my daughter. I never moved the line until I believe in the last quarter of 2017, maybe earlier. I gave notice but was overcharged as I was told differing things from when I cancelled my first phone line to the second.
This second account should have been closed and very small amounts written off by your company. I explained in detail on Facebook to the ID Mobile social media team and they realised I had been through a nightmare.
Out of the blue last Friday I received a call from Creditlink Account Recovery Solutions (CARS), a debt collection agency for ID Mobile. I have had a 'Notice of Recovery Proceedings' issued over £10.24. I was never contacted to be told I owed you any money and was confident that the basic task told to me by the ID Mobile social media team would have been done.
I have a time sensitive mortgage application that required a credit rating assessment. On it showed I have not paid this amount, that was told to me had been written off. I have been told by my Financial Adviser as it is showing I have not paid this written off debt to ID Mobile, that I cannot apply for a mortgage with the two lenders that would have given me the best rate. Over two years the calculation was around £360, we didn't go into how much this could be over 25 years.
I am mortified. I am at my wits end. I have taken a day away from my office tomorrow to try and rectify this. I contacted the social media team that told me they have now corrected the balance to zero but that they have no power to speed up any processes to get the credit score corrected outside possibly 3-5 working days.
Please help. There is a much bigger story that I won't go into now regarding why I require a mortgage, which is time sensitive, with a housing association that is allowing me the right to buy from them, but only on the terms that I have to complete within time frames otherwise the property will be lost. In short, I have a relative that has been classified with a disability that a doctor's report has said I need to live close by.
I am learning new processes within your company, that I shouldn't have to, but this matter should be dealt with as a priority so I am not at a huge financial loss. The stress and anxiety ID Mobile have created can not be expressed in words.
Please can you see that this matter is resolved immediately. When I try and contact the regular ID Mobile customer services they are beyond difficult and the social media team that try very hard find the same internal barriers I have found for over a year."
"Dear Sebastian
Over the years I have used the Carphone Warehouse for many things. I recently had two phones lines, purchasing a rolling one month plan with ID Mobile.
The first that I cancelled was a nightmare as I had no service on my voicemail for 5 months, which was the minor complaint compared to the main one which I can forward you emails about. It was never fixed, problems were never resolved and I left. I was told I would be compensated but never was.
The second line was for my daughter. I never moved the line until I believe in the last quarter of 2017, maybe earlier. I gave notice but was overcharged as I was told differing things from when I cancelled my first phone line to the second.
This second account should have been closed and very small amounts written off by your company. I explained in detail on Facebook to the ID Mobile social media team and they realised I had been through a nightmare.
Out of the blue last Friday I received a call from Creditlink Account Recovery Solutions (CARS), a debt collection agency for ID Mobile. I have had a 'Notice of Recovery Proceedings' issued over £10.24. I was never contacted to be told I owed you any money and was confident that the basic task told to me by the ID Mobile social media team would have been done.
I have a time sensitive mortgage application that required a credit rating assessment. On it showed I have not paid this amount, that was told to me had been written off. I have been told by my Financial Adviser as it is showing I have not paid this written off debt to ID Mobile, that I cannot apply for a mortgage with the two lenders that would have given me the best rate. Over two years the calculation was around £360, we didn't go into how much this could be over 25 years.
I am mortified. I am at my wits end. I have taken a day away from my office tomorrow to try and rectify this. I contacted the social media team that told me they have now corrected the balance to zero but that they have no power to speed up any processes to get the credit score corrected outside possibly 3-5 working days.
Please help. There is a much bigger story that I won't go into now regarding why I require a mortgage, which is time sensitive, with a housing association that is allowing me the right to buy from them, but only on the terms that I have to complete within time frames otherwise the property will be lost. In short, I have a relative that has been classified with a disability that a doctor's report has said I need to live close by.
I am learning new processes within your company, that I shouldn't have to, but this matter should be dealt with as a priority so I am not at a huge financial loss. The stress and anxiety ID Mobile have created can not be expressed in words.
Please can you see that this matter is resolved immediately. When I try and contact the regular ID Mobile customer services they are beyond difficult and the social media team that try very hard find the same internal barriers I have found for over a year."
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