Bookworm's DD v Natwest - Result

[Bookworm]

Only a small 'un, see how they deal with it... Not brilliantly so far.

 

DD is not very assertive for certain things. Well, she's young.

 

She is being hit for £28 at the end of the month for going over by pence. As she is on low wages and saving for a deposit for flat share, every penny counts and she asked me what to do.

 

As it was a 1st offence, I suggested a phone call, and see if we could get a quick refund. She asked if I would do the talking for her.

 

So, we called. My dears, we got the rudest woman ever! Despite the fact that my daughter was right there next to me, and spoke to her first, she would not talk to me, absolutely refused, despite DD clearly giving permission for me to do so!

So of course, poor DD got completely flustered, didn't know what to say, so mumbled about getting a refund, 1st offence and all that... Woman grunted and reluctantly said she'd refund 1/2 the charge, at which point I yelped and told DD to say no. The woman then said she wouln't discuss further and ended conversation.

 

*SIGH*

 

So, here goes. Prelim sent, adapted with questions about reasons for refusing to talk to Mumsy, pointing out said Mumsy's affiliation with a rather nifty and combative consumer group (my letterhead paper now prominently sports the link to the site as well as my CAG e-mail addy, lol).

 

Let's see what happens... They'll learn the easy way, or they'll learn the hard way...

[CrispDust]

Nice one.

[thecornflake]

They definitley have to speak to someone else if given permission by the main account holder. I read the actual legislation about it the other day but I've been reading so many acts I can't remember which one! May have been related debt collection agencies in some way. Anyway, they were definitely in the wrong over that.

[Bookworm]

Cornflake, if you could find the info about that, I'd be very grateful. I know that it's not a DPA thing, because if they're "reasonably satisifed" of HER ID, which they were, then there's no reason why they can't accept her authority.

 

Anyway, they called earlier this morning. Refunded charge , confirmed no other charge pending (told DD to check while on the phone!), apologised for way DD had been spoken to, and how conversation had been terminated, maintained that woman had been right not to talk to me, though (hence my request for further info above), and offered to up DD's o/d if it would help. DD wisely declined, and said she was trying to get rid of her debt, not increase it.

 

So RESULT!

[thecornflake]

It was on a site with legal info about debts. It's in my favourites on one of my other computers so I'll post it when I'm on there.

 

I remembered it because my wife is trying to deal with some stuff for her ill mum who can't speak very well and some of the companies won't deal with her.

 

Good news on your result by the way!

[Tinkerbelle]

Excellent news BW!!

[Bookworm]

This topic was closed on 10 March 2019.

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