A pensioner freed from the perfect storm of broadband debt – The Crusader | The Crusader | Finance

In fact, she had jumped too soon and her two-year contract still had two months to run. But unconscious, then confusion set in and the seeds were sown for big trouble, the kind that others are worth paying attention to.

++ If you have been affected by this issue or believe you have been the victim of an injustice, please contact Consumer Champion Maisha Frost at [email protected] ++;

The next thing Sheila knew something was wrong, she told Crusader, was more than two years later when, a few weeks ago, she received a recovery request in the mail. of £137 from Debt Collection Bailiffs Limited (DCBL).

Magnified for their firm enforcement methods in the TV show Can’t Pay? We’ll prevail!, the prospect of a brigade of big-bellied, thick-necked men pounding on her front door filled the 88-year-old with dread.

Like many people new to debt threats, Sheila didn’t know the legal ins and outs of debt collection and when she called DCBL she was fired and told – correctly – to contact her paymaster POP Telecom because only she could cancel the pursuit.

But she hit a brick wall here too. When she tried to find out more and stop the retrieval because she wanted more details – it was a long time ago after all – she says POP Telecom asked for account details which she didn’t. had more or did not understand what was required.

He then told her she had to pay the outstanding balance, saying “we’re sorry we can’t help you…because your request is beyond the scope of our support options.”

None of this added up – there must be something else we thought when Sheila came to Crusader for help, so we asked POP Telecom to get DCBL under control and provide more details ASAP .

Fortunately, he noticed it very quickly and cataloged his communications with her, which allowed us to sort out the discrepancies.

Sheila was initially notified by email that she owed two more payments, she asked for more proof and the company said they were also offering a discount if she chose not to switch. However, seemingly without resolution, she left.

Subsequently, POP Telecom sent several warning texts and called, but as we have now found out, by then Sheila had been given a new phone and number as a gift. But she did not inform the company because she believed she was no longer a customer. All of this led to DCBL.

Sheila has shown that she responds to letters, but the paperless operator POP Telecom does not send any if they have an email contact and have sent emails. Additionally, many people who are aware of fraud often delete texts they weren’t expecting.

However, further disastrous consequences and unnecessary costs for everyone involved have been avoided. Sheila, Crusader’s main concern, and company are relieved.

POP Telecom cleared all debt charges, Sheila settled an outstanding £38.62 bill and, most importantly, was assured that her credit report would not be affected.

How to avoid bill confusion and debt claims

Know the details of your contract, when it started and when it ends.

If there is an ongoing dispute when you switch providers, don’t quit, keep sorting it out. He won’t leave.

Keep track of past contracts and emails.

If your contact details change, tell anyone you have a dispute with or check to see if they have tried to contact you. Then contact them in writing, keep a record, and ask for an explanation you can understand. Customers are entitled to it.

If a debt collector was involved and the dispute is resolved, be sure to get written confirmation that your credit report has not been affected.