I've just checked my latest VM bill as I noticed it was higher than usual, the reason being I've been charged for a movie I haven't ordered! I called VM to question this & they told me the movie was ordered via the V+ box I have in the bedroom on Christmas Eve & then watched 24 hours later. I insisted the movie hadn't been order & the lady in customer services admitted it was unusual as the previous movie I had ordered was 2 year previous, but all the checks she was making showed it had been watched Christmas Day night, which is a bit strange as I'm pretty sure myself, my wife & daughter were all downstairs either on laptops/tablets or watching TV on the TIVO box! The other thing that seems strange is I'm the only one who knows the pin numbers! I've also never ordered any services on the V+ box & very rarely order movies at all. When I mentioned this she said along the lines of maybe you forgot you'd ordered it or your wife or daughter had ordered it, when I stressed it was impossible she said all her systems said I had so I wouldn't be getting a refund, basically insinuating I was lying! As I have no other way of checking the only conclusion I can come to is it's a problem with the hardware/software that's allowing it to happen & will it happen again? Has anyone else had a similar problem?

I've now had a look at my CRA file the statement balance for Sept is correct & is the balance I paid off, the balance for October shows as being the original plus interest & I'm assuming a late payment fee even though the cheque was sent well before the due date. The puzzling thing is the status history for September & October are shown as being OK, so if I missed or had a late payment surely it would be shown as being in arrears?

Thanks, just signed up, waiting for pin code!

Never accessed it online as you have to give phone contact & I got sick of them phoning at all times of the day & night so I changed my number & refuse to let them have it. How do I access CRA file?

Ok here's the situation, about 2 months ago I finally paid the balance off on my Cap 1 card (sent a cheque 10 days before the due date to the value of the balance of that months statement) I didn't hear anything for 2 months when I received a statement claiming I still own money on the account. I replied explaining the situation & that as far as I am concerned the account is paid off & I want the account closing. I've now had another letter saying they can't close the account as there is still an outstanding balance & it has to be paid by the 30th of November. What do I do? Pay up & forget about it, ignore them & run the risk of them sticking a load of charges on the account or send the letter I have just drafted which reiterates the contents of my original letter & advises them that any further demands for money will be considered harassment & treated as such.

Thanks Mossycat, thats along the lines of my thinking. As far as I am concerned the contract ran out at midnight on the 31/3/10. & as I had not agreed to enter into a new contract end of story!!! I can understand an insurance company wanting proof for a car policy as it is a legal requirement, but is home insurance a legal requirement rather than common sense? I would imagine it's only at the insistance of a mortgage company to protect their interests, but as I don't have a mortgage it does apply!!

I've had my house insured by Swinton for the last 12 months,when it was time for renewal I looked around for a better deal, which I found. I had a couple of calls from them asking me about renewal & told them I had not had anything from them & would probably not be using them, they said they would send the paperwork again. The renewal paperwork arrived after the policy had ended so I ignored it as I had already found another insurer & had gone with them. I then had a letter thanking me for my continued custom even though I gave no authority to start another policy, I called them & explained the situation, they said I had to formally inform them that I would not be using them or they automatically continue the policy!! They said if I sent them proof of insurance from my new insurers they would cancel the policy. A copy of the certificate was sent & I expected nothing further, I then receive a letter telling me the policy was about to be cancelled as they were unable to take a payment & I would be liable for charges, I tried to call them over 2 weekends but no one answered ( I am unable to access a landline or use a mobile when at work & as their offices are only open 9.00 - 5.30 in the week I can only call on a Saturday) I have now received a letter advising me I now owe them over £70 for the cancellation of the policy & if I don't pay within the next 7 days I will be liable for further charges. So what's my next move, as I have no intention of paying for something I have neither asked for or want!!!!!?

I've just upgraded my contract, I have 2 numbers on the same account, one's mine & one's my wifes. My wifes number is on Flext 25, I've upgraded mine to Flext 35 from Flext 25. I've just had the notification of my new bill & it's nearly £30 more than I was expecting!! I called the customer service dept & they have told me it's advanced line rental. The annoying thing is when I was in the shop sorting out the deal, I made a point of asking if there were any additional charges apart from the increase in tariff from Flext 25 to 35, to which I was told there wouldn't be! I also don't recall having to pay an advanced line rental when I've upgraded in the past. Has anyone else experienced this?

Sorry I've not been around for a while, but due to work commitments I've not been able to get online! The story so far is, I sent my claim forms in with info only relating to claim. I got a letter back about a week later informing me my claim is being processed & they would be writing to my doctor. Today we get a letter saying they have accepted my claim, but I need to contact my mortgage provider as they need to send some paper work to the insurer so they can finalise the claim & pay the money!!!! I expected it to take a lot longer & not be as straight forward!!!

Evening all, I have a quick question about the claim form I have. One of the questions is as follows: "Have you consulted any other doctor or attended hospital either as an in-patient or as an out patient? If so please give details including name & address & any hospital number if known." Now does the above mean ALL hospital visits or just any relating to my specific claim? Being an ex-Rugby player hospital visits were a common occurance & they've only given me 3 lines to answer in!!

I have an AXA endowment policy with my mortgage that contains Critical Illness cover. I’ve looked on the AXA website to try & find out what illnesses are covered but to no avail. Does anyone have any info regarding this or could you point me in the right direction? Is there a time limit on putting in a claim (I’ve heard 3 years from diagnosis) is this true or does it vary between companies. The reason for my asking is I had a heart attack in December 2005, but only found out I could possibly claim after a conversation with an old friend a couple weeks ago.

Hi All, I'm back!! Unfortunately due to work commitments & I'll health I've not actually been able to do anything with my claim since my last post!!! To get the ball rolling again I'm going to resend my LBA with the original figures. Is this the best way to go or should I recalculate my claim & send that. My preferred option would be to send the original stuff as it would be less hassle. Advice please!!!

Thanks for all the info folks, unfortunately I've already "upgraded" to Internet Security 2007, but I will be looking at alternatives as soon as I can find the time.

Here's a question! In the last latter I got it said if they didn't hear from me within 8 weeks they would consider the matter closed, now due to other commitments I may not be able to file my claim until after the 8 week period is up, so would they just ignore the claim as it was past the deadline or is the deadline something they have made up to suit themselves?

Hi, My subscription to the above has just expired & I have recieved a mesage telling me my system is not protected until I renew my subscription. The problem is, according to the invoice I got when I renewed last year, my subscription does'nt run out till 28/08/07. Has anyone else had a similar problem with Symantec/Norton. I tried e-mailing the address on their website, only to get an error message telling me that the address no longer accepts mail!!!!

Suprise letter from MBNA this morning, offering a further goodwill payment in addition to the 2 already made!! They now total more than my original claim!!!!! I WIN, I WIN, I WIN!!!!!!!!!!!!!!!!!!!!! This claim also included contractual interest & I didn't have to resort to filing a court claim!!!!!

Due to other things taking most of my time, I've sadly not been able to get anything done yet, but fear not I shall be attempting to get the N1 done this weekend!!!

For some strange reason Crap One are now phoning me! When I tell them "due to impending legal action against Cap One, all communications must be in writing" They say they have written to me & wish to discuss the problem. The last letter I got was to tell me they weren't going to increase their offer. I didn't think the O/S call centres had the authority to negotiate on these matters. Anyway I told them any further calls will be classed as harassment & will be reported to the authorities.

This is my story. I contacted VM a few weeks ago to tell them I wanted to cancel my TV package as I was still paying the same but had lost the Sky channels. I was put throught to the retentions dept & was told that I could have a "special deal" which was: Same TV package (XL), same Broadband (L) & an upgraded phone package (Talk Unlimited) all for about half what I was paying already! I asked the guy to confirm exactly what was on offer & he confirmed the above & also pointed out this was a rolling deal i.e. it wasn't just a 12 month promo deal, so I took the offer. I've just received my latest bill & my Broadband package has been reduce to M (medium), I called VM & after talking to someone "over the water" (I didn't realise they used overseas call centres), after them trying to sell me an upgrade at a reduced rate for 3 months, which I refused, they then upped it to 6 months!! I was eventually transferred to retentions, after being on hold for 40 minutes I finally got to speak to someone, they basically said that the package I was given didn't include L size broadband & if I wanted it it would cost an extra £7.50 per month or I could reduce my TV package or change my phone package. As this wasn't the deal I was originally offered where do I stand, especially as I don't have anything in writing? I did actually ask if I would get written confirmation but was told the changes would show up on my next bill. Is it worth calling back tomorrow & trying to speak to someone higher up the pecking order? Has anyone had a similar experience with VM? Mods, if this is in the wrong place, please feel free to move it!!

Nothing going to happen for a while. Cash to start my court claim is not available at the moment, I've just been handed a large bill by my garage as my car went bang while I was on holiday!!!! I'm looking at sending a letter of complaint to the AA, the AA man showed up, briefly explained what he thought the problem was, but before he could do anything the heavens opened, he said "Sorry I'm not allowed to work in these conditions", got back into his van & drove off!!!!!! Fortunately the following day I managed to get a local garage to look at it for me.

Nothing going to happen for a while. Cash to start my court claim is not available at the moment, I've just been handed a large bill by my garage as my car went bang while I was on holiday!!!! I'm looking at sending a letter of complaint to the AA, the AA man showed up, briefly explained what he thought the problem was, but before he could do anything the heavens opened, he said "Sorry I'm not allowed to work in these conditions", got back into his van & drove off!!!!!! Fortunately the following day I managed to get a local garage to look at it for me.

This is where I sent my S.A.R. Legal Compliance Specialist, Capital One Bank (Europe) Plc., Trent House, Station St., Nottingham, NG2 3HX. Good luck with your claim!!

I got exactly the same letter from Ms Renshaw after I rejected their first offer, & the same thing arrived today after I sent my LBA. As ukaviator said, standard replies.....next stage now....get your LBA sent & stick to YOUR timetable not theirs!! BJK

Surprise, surprise!!! Another letter arrived today from Ellie Renshaw.........pretty much exactly the same as the last one but with a different date. LBA runs out tomorrow! I'm not going to be able to start the court claim for a couple of weeks as I'm away all next week & I don't want to miss anything while I'm away!! I also want to re-read some of the POC stuff just to make sure I've got it all correct!!

Surprise letter from MBNA this morning!! "Thank you for your recent enquiry in connection with the credit balance of £578.98 on your account. We have pleasure in enclosing a cheque as a refund for this amount. I hope this has been resolved to your satisfaction. You may be interested in our on-line banking facility - visit our website and register to have instant access to review your account." The cheque they have sent is for the same amount as their second offer plus what I already had in the account!! I decided to phone the Advocate Office as this was the only number I had to hand. I spoke to a very nice lady who seemd a bit confused about the amounts, then noticed my card had expired (yes, 3 years ago, they never sent me a new one!) she then asked me if I was claiming back charges, "Yes, said I!". She then apologised & said it seems my claim had gone to the wrong department, which had lead to her being confused by the situation, she then assured me that she would make sure it was dealt with by the correct dept straight away!! Clock still ticking......time runs out next Thursday!!!