If you get a letter saying you owe money on a debt you don’t recognise, or which you thought you had paid off, you need to challenge the creditor to prove that you do owe the money.
Sometimes debt collectors have simply got the wrong person. This is sometimes called a mis-trace.
This is what the Financial Ombudsman says about mis-traces:
We would ask a debt collector to provide evidence to show that they are seeking repayment from the correct person. It would not be enough to say, for example, that the person has the same name as the borrower or hirer, or even the same name and date of birth. We would look for some convincing reason to link the person to the debt.
Do think about whether you might owe this money!
If your name is James Parker they may have got the wrong person; if your name is Edwina Chicken that’s less likely. If it seems to be a debt to Orange and you have been with Vodafone for the last 15 years, it probably isn’t yours.
Contents
When not to send a Prove It! letter
Before you send a Prove It letter, check if any of the following circumstances applies, as there are better options for you in these situations.
The letter is addressed to someone else
NB this is meant for when the letter clearly isn’t for you – not if it has your maiden name or the name is slightly mis-spelled.
Even if the letter has your address, it is not intended for you. This page explains what to do.
You know what the debt is and it is old
If it is more than six years since you last made a payment to it, then you need to talk to a specialist debt advisor, not reply to the creditor. The time limit for recovering the debt may have run out, so you need to find out more about Statute-Barred Debt and talk to National Debtline;
You are sure the debt was settled with the original creditor
This could commonly be for a utility bill for a previous address, or a mobile bill from a previous provider. There is no point in arguing with a debt collector about whether you have been billed for water after you left the property, they won’t have the details.
Instead you need to dispute the debt with the original creditor and tell the debt collector that you are doing this.
The letter has no details about the debt at all
Sometimes debt tracing firms send out a very vague letter, just inviting you to get in contact. See Reunite or Prime Location Services – contacting you about a debt for an example.
In this case you could decide to just ignore it. But if letters continue to come, write and ask for details of the alleged creditor.
You have received court papers
Here you don’t have time to send a Prove It letter as there are tight timescales to enter a defence. Don’t ignore court papers, or you will get a CCJ.
Read What to do if you get a Claim Form and contact National Debtline as soon as possible if you are unsure;
If the letter says there is already a CCJ
Perhaps the court papers went to a previous address or you ignored them? Here the Prove It letter below is not appropriate.
You can see if there has been a CCJ issued in the last six years by checking your credit records. If there is a CCJ for a debt you do not recognise, that article explains how to find out more information about it.
Send a Prove It letter
But if you don’t think the debt was ever yours, or you are unsure and it isn’t likely to be close to six years old, then you should write a “Prove it!” letter to the debt collector.
There are two options in the following template.
One says that you have no knowledge that there is a debt. This would be appropriate if you once had a phone contract with X or a credit card from Y but you think the accounts were settled and you don’t owe anything.
The second one is a stronger version if you are sure that you have never dealt with that firm. Only use this if you are absolutely convinced about this.
I am writing in response to a letter from you dated [dd/mm/yy], reference number [abc333333]. A copy is attached.
I have no knowledge of any such debt being owed to [company name]
or
I have no knowledge of ever having [a contract with/credit from] [company name].
If you do not stop collection activity whilst investigating my dispute, you are breaking FCA rules and guidance. Also, ignoring claims that debts have been settled or are disputed and continuing to make unjustified demands for payment is harassment.
Your name
I suggest that you don’t include your telephone number in this letter – dealing with this sort of thing by mail or email is less stressful.
If you send a letter, keep a copy of this letter and send it recorded delivery.
The proof, when and if it comes, should be enough of the following list to prove that you do (or did) owe the money, or indeed indicate that it is somebody else who is the Debtor:
- Credit Application; Loan Agreement;
- Statement of Account showing details and dates of debits and credits including payments, interest and charges to the account and the current amount outstanding;
- Copy of Default notice, copy of formal demand; and
- where the debt has been sold, copies of letters from original creditor stating that, plus letters from the current creditor stating that.
If they can produce some of these, they may jog your memory. Not all the items on the list may be available or relevant.
After you have sent a Prove It letter
You don’t get a reply
If it all goes quiet, then the debt collector may have been on a ‘fishing expedition’ and decided not to bother you anymore – so if you don’t hear anything, just file the letters away somewhere and don’t worry.
But if this incorrect debt is showing on your credit records, you want that sorted.
Write to the debt collector again after a few weeks, repeat that this debt is not yours and tell them to remove the entry from your credit records with Experian, Equifax and TransUnion. In this case you should also inform the Credit Reference Agencies that the debt is in dispute.
More demands arrive
If they don’t reply with any proof after a few weeks but letters demanding payment continue to arrive, then write a second letter with COMPLAINT in capital letters at the top.
COMPLAINT
On dd/mm/yy I ask you to provide proof that I owed the alleged debt to xxxxxxx. I attach a copy of my letter.
The FCA rules are clear that ” Where there is a dispute as to the identity of the borrower or hirer or as to the amount of the debt, it is for the firm (and not the customer) to establish, as the case may be, that the customer is the correct person in relation to the debt or that the amount is the correct amount owed under the agreement.”
I do not owe this money. You have failed to produce any evidence that I do. If you do not cease to contact me about this debt I shall be complaining to the Ombudsman.
[Please also delete the incorrect entries from my credit records.]
Your name
I have looked at one reader’s case where the debt collector was sending very misleading letters here: “Debt collector can’t prove it’s my debt but wants payment”.
Going to the Ombudsman – which Ombudsman?
If the debt collector ignores this second letter, then I suggest you complain to the relevant Ombudsman after 8 weeks. During this time, make sure you keep a record of any more demands from the debt collector – by phone, text, email or letter.
This will be the Financial Ombudsman (FOS) if the debt appears to be a loan, credit card, catalogue or an overdraft. How to send FOS your complaint is described here.
For other types of debt (energy bills? mobile phones? etc) there are different Ombudsman. Sometimes one will be mentioned on the letter you have received. If not, phone National Debtline and ask who they think you should complain to.
Can you get compensation for this?
Possibly, but it will depend on how the creditor responded to your Prove It letter.
You usually won’t get any compensation just for being sent a letter about a debt that wasn’t owed if this is soon resolved. It is seen as part of everyday life that sometimes mistakes are made.
But if the creditor ignores your letter and bombards you with letters or texts or emails, or dismisses your complaint when they haven’t provided any proof the debt was yours, or starts court action, then you may be able to get some compensation.
This example from the Finacial Ombudsman looks at some of the points FOS considers when deciding whether to award compensation.
How to ask for a payday loan refund
FAQs on statute barred debt
Misleading & aggressive debt collection
AM says
Hi Sara,
I sent a prove it letter for a debt to sky mobile that I dont recognise, as I have never used any sky services before. They replied asking for my full address with post code and my date of birth, I am writing to ask if this is wise to do so, as I am worried that they will use these details to forge evidence
Thank you in Advance
Sara (Debt Camel) says
it’s up to you, but often supplying your details is the easiest way to prove they have got the wrong person.
AM says
They replied back to me and didnt show a contract and just said it was for charges for an iphone 11 for sky mobile, but I dont own an iphone 11 or have purchased one in my life and have never used any sky services. What shall I do now?
Thank you in advance
Sara (Debt Camel) says
reply to them just saying that!
Kenneth T says
Hi,
A person took out multiple phone contracts in my name, without my consent. I have contacted the providers but they state that because I know the person, it is not there issue. I have been to the police and they have said it isn’t a criminal issue. Whilst the person used my name and dob plus an old address; they didn’t use my bank details and I didn’t sign any contracts. This happened three years ago and I have consigned myself to waiting the 6 years; is it advisable to send a prove it letter to theM. What recourse do I have as the signature isn’t mine and the bank details are not mine either but as stated I know the person but they did not live with me or use my most current address?
Thanks
Sara (Debt Camel) says
Do you have a crime reference number from the police?
if not, then report the person now to Action Fraud: https://www.actionfraud.police.uk/reporting-fraud-and-cyber-crime
Then when you have done that, don’t send a Prove it letter, send the them a complaint saying you have explained this is identity theft, you never took out these contracts, you never received the phones, you bank account was not used, you have reported the person you think did this to the police/Action Fraud and the reference number is xxxxxxxxxxxxxx. Ask them to delete the credit records from your file.
C D says
Hello, I have submitted a prove it letter to Cabot, and they have responded to say that it is reasonable to assume that I received correspondence to my address as they are aware of another loan that was taken out around the same time, and that account I have paid in full. It states they have been unable to obtain the agreement, but based on their findings they believe I owe this money.
They have also offered my 50% reduction in the amount of money owed ! It sounds to me like they have no proof at all that this debt was mine and that I should pursue with the second letter.
Sara (Debt Camel) says
what sort of debt was this? How old? is it currently showing on your credit record?
CD says
Hi, this does not show on my credit file.
It looks like it is for a vehicle purchase which was opened in 2006. It says the account remained open for 4 years and 3 months and a default was registered in Sept 2010. Payments were made up until Aug 2015. The account was placed with MCS in August 2017 who contacted me, and I asked them to provide proof of debt as I do not recognise Santander as someone I ever owed any money to. I never heard anything from MCS, but apparently they were unable to provide proof of debt from Santander so passed it to Cabot, who contacted me last month. Cabot say they have received an authorisation form from Santander regarding the sale of the account, on which it details “the whereabouts of the vehicle” as “presumed with cus”. Cabot then state that although they have been unable to obtain the agreement based on this document they believe the loan was for a vehicle and that I am responsible to pay the debt.
They have offered me 50% discount, however, I do not recognise ever having any agreements in place with Santander, during this time or any other time.
Sara (Debt Camel) says
Then I suggest you reply that to the best of your knowledge you have never had car finance from Santander. If you don’t think you had car fiance from anyone which you defaulted on in 2010 you could add that too. Say you consider the alleged debt is unenforceable unless they can produce the CCA agreement for the loan and you will not be making any payment to the debt until they can do this as this will prove if the debt is yours.
CD says
Hi Sara,
I have now had confirmation in writing from Cabot that this debt is uneforceable,
“Whilst the debt is currently unenforceable, the balance is still outstanding. To be very clear, the balance remains due and payable and we would request that you enter into correspondence with us regarding a suitable repayment arrangement. I would also refer your attention to CONC 13.1.6 which sets out the guidance by the Financial Conduct Authority relevant to these circumstances”
So it appears whilst they agree they are unable to enforce the debt they still want me to pay it. I have had a couple of letters requesting payment since they advised it was unenforceable, and also Resolve have contacted me asking me to contact Cabot.
Should I just ignore their letters in the hope that they will go away, or should I report them to the Obudsman ?
R H says
I left Lloyds Bank in 2016 and they claimed i was overpaid my salary by £600. So they sent Drydensfairfax to reclaim the amount. I set up a £40 per month payment plan to pay this back and Drydensfairfax are regulated by the FCA. I had a letter stating I was owed about £1k from my Lloyds pension but most of this was taken without my permission to pay back the £600 and the repayments stopped. I recently gave evidence that they underpaid me by one day as Lloyds had the wrong leaving date. So if the debt they chased me for was wrong because the leaving date was wrong and broke a repayment agreement, am I due any compensation and is it worth complaining?
Sara (Debt Camel) says
Where did you give evidence?
R H says
Can I have my full name removed sorry and put as R H. I sent evidence to Lloyds HR – had to raise a DSAR request to show dates of last emails sent to prove my last working date. This has been resolved now and Lloyds HR will refund me £70 for underpaying me. So therefore the original debt requested by drydensfairfax initially should’ve been lower by £70. Do I have any rights and is it worth taking it to the ombudsman for any compensation
Sara (Debt Camel) says
So Lloyds are giving you the £70. I’m not sure you have lost any more money because if the error? You could go to your local Citizens Advice and ask. Thus isn’t a debt that would beckvered by the Financial Ombudsman.
Yas says
I keep getting penalty charge debts under a name that does not live here. The debt company asked id I ever knew this person I said 13 years ago was last time I saw him they said they will pursue the debt under my address the debts have accumulated to over £1000 and I am so stressed out. Please help sgould I send a prove it letter ?
Sara (Debt Camel) says
No, the debts are not yours.
If you ever have a bailiff turn up, tell them to go away, the person has not lived there for 13 years and you have no idea where he is.
Gill says
My partners ex wife took out a loan in his name unbeknown to him she applied online in his name and assume she ticked a box for the signature.
The money went in her account and she paid the first 2 years of the loan until they separated then she said she can’t afford it. He have tried to say he never took out this loan over several phone calls to the bank.
He heard nothing for months then gets a statement with added interest at our new address which was a shock as he assumed after several months she had paid and took responsibility.
He contacted the bank again and is waiting for a response what else can he do as this is fraud?
He has asked for the loan agreement which they haven’t sent, should he send a prove it letter?
Sara (Debt Camel) says
He can report this to the police as fraud see https://www.actionfraud.police.uk/reporting-fraud-and-cyber-crime and then tell the lender the crime reference number.
Frustrated says
Good luck!
Several years’ ago, a family member took out multiple loans etc in my name whilst I was overseas.
First I knew of it was when I got back.
I had the person arrested and it went to court.
The person pleaded guilty and got sentenced BUT the banks STILL wouldn’t repay me!
Sara (Debt Camel) says
Did you send the banks a formal complaint? Did you take this to the Ombudsman?
Frustrated says
Tried everything. Got nowhere.
Ombudsman couldn’t help as I live on IoM and they don’t cover here.
Left me over £10K out of pocket and with one less family member.
Sara (Debt Camel) says
ah, Isle of Man – that’s very unusual, normally I would have expected the Ombudsman to be able to resolve that, so hopefully Gill would not have that sort of problem.
SteveD says
Hi there.
We received a debt collection letter for several thousand pounds which we do not owe last month. As advised on here we sent the Prove It Letter. They have now replied with the following…..
“I can confirm that due to Data Protection Regulations before we provide any further information on this account we need to ensure that we have contacted the correct person. As we have been provided with your address as a possible forwarding address for the person we are attempting to contact we need you to confirm your previous address and date of birth. We can then provide you with further information we hold on the account. If your previous address does not match the address that our client provided then we will know that incorrect information has been provided and we will amend our records. You will then receive no further communication from us with regards to this matter. A hold has been placed on the account until 2 September 2020 to await your response. After this date the account will revert to normal collection activity.”
I’m loathed to give a company I’d never heard until last week personal information. My feeling is to send the COMPLAINT letter, but any advice would be appreciated.
Sara (Debt Camel) says
Have they said what sort of debt this is and who the original creditor was? Who is the debt collector?
SteveD says
They haven’t said what sort of debt it is, only that it is to Tesco Bank. The debt collector is Westcot Credit Services.
Sara (Debt Camel) says
Have you ever had an account, loan or credit card from Tesco? If the answer is no, I suggest you tell them that and you will not be providing any further information unless they produce some evidence that you owe this money.
If you have had an account with Tesco, I suggest the simple thing to do is to give your details.
SteveD says
There was a loan over 12 years ago, but that was paid off and closed at the time. That’s why I thought the Complaint letter was worth sending. Do you think that would be an appropriate way to go?
Sara (Debt Camel) says
No, I think you should give them your details and try to settle it that way.
David Johnson says
Hi I have had water bills and unpaid council tax owed at an address in manchester when I have lived in london all my life.
I’ve spoken with Salford city council who said they would suspend the process and hopefully I wont hear anything after 30 days, I also told them that I was recording the phone call and they had 30 days to remove my details otherwise I would charge £50 for each subsequent letter relating to that debt.
I had the address that was in question in manchester linked to my credit file and despite my name being David Johnson which is the person they are chasing, they are after a David “James” Johnson and my middle name is not James.
I’ve managed to successfully get TRANSUNION to finally remove the manchester address from my credit file and yet 30 days after speaking with Salford city council I then received 4 letters to David James Johnson in regards to the debt but all having 4 very different amounts.
I am livid about this as its putting a lot of stress on my mum for the fear of bailiffs turning up at our doorstep. How do I go about recovering the £200 that I told them I would charge £50 per letter that I originally told them I would charge if they didn’t remove my details after 30 days and how do I get them to stop sending letters because the address is no longer linked to my credit file
Sara (Debt Camel) says
Have you checked to see if the address is linked on Experian and Equifax?
Are these letters from the Council or from a bailiff?
David Johnson says
I was using credit karma to check my credit score and yes the address was linked.
I had to make an appeal to TRANSUNION to contest it and was successful in my appeal so now the address has been removed from my credit file.
The letters are from equita, when I 1st got in contact with them back in July they told me that salford city council was their client and I would need to get in touch with them. When I did get in contact with salford city council they told me that they would suspend it for 30 days and that hopefully it should be the end of it. So when i said because they had the wrong person they had 30 days to remove my details otherwise I would charge 50 per subsequent letter it was almost like they took it as a challenge by sending me 4 at once
Sara (Debt Camel) says
There are three different credit reference agencies in Britain who each maintain a credit file for you. They don’t talk to each other. So you also need to check your Experian and Equifax reports ( see https://debtcamel.co.uk/best-way-to-check-credit-score/ for how) to see if the Salford address is on there and get it removed if it is.
I suggest you send Salford a complaint. Use their online form.
Tell Equita that you are the wrong person and you have sent Salford a formal complaint.
Realistically your aim at the moment should be to get this to stop rather than to try to get any money back. You have been sent 4 letters because of incompetence, not as a challenge.
David Johnson says
Thanks Sara I’ll fill in the complaint forms and keep you updated with any progress/responses.
To be fair my priority is to get them to stop but I got to admit that I get so angry with these kind of companies that harass and threaten innocent people that some of them need to get stung.
Quick question, when I spoke to Salford back in July they said the case had already gone to court and won in their favour, if I got the address removed from my credit file would the ccj or whatever I got as a result of this going to court stay on my credit file and is there a way of getting this removed as well
Sara (Debt Camel) says
I understand your pain.
They will have got a “liability order” from a magistrates court, not a CCJ from a county court. A liability order will not show on your credit record.
Scott R says
Hi, I’ve received a letter from Lowell relating to a Shop Direct account I had which defaulted on 28/10/2014 (amount £1500), which I assume means that this default will ‘drop off’ my credit file on 29/10/2020 (6 weeks time from writing). The debt is mine, I haven’t acknowledged it since the default date. Lowell’s letter states that they are offering me a chance to agree to a payment plan before they “proceed with their assessment to decide whether to take legal action”. I was considering sending them a Prove-it letter, is this worthwhile? Do they have to respond within a certain amount of time? Or will they just go ahead with court action without responding to me?
I am more than likely going to contact them to agree a payment plan before they go to court, however will this mean the default will stay on my credit file for another 6 years when it is so close to being removed?
Any help is much appreciated.
Sara (Debt Camel) says
Have you had a letter which looks like the one mentioned in here: https://debtcamel.co.uk/letter-before-claim-ccj/?
Defaulted on… is this the default date which shows on your credit records?
ffionpearl says
STOP!! Dont contact them in writing! Not paid/acknowlgd since default=classic nrly statute barred! but Lowell should send a Debt Pre Action letter & give you time to respond before they issue a claim. If they have not done this, then you have time to stall them past the 28 Oct when they will be out of time. I’m assuming youve not had the pre-action btw, from the the Lowell letter you describe.. Go& see a debt adviser. Citizens Advice or Nat Debtline. That way when you get the pre action letter (the link Sara put in her reply) you can say you need more time to have an appointment as seeking debt advice is valid. Oh I know some may think that you said you owe it, so you should pay it, but Lowell have taken it right up to the edge time-wise here & bought th debt for pennies. Can you afford to pay? Can you afford a CCJ on your file? (This is what would happen btw not another default). If you feel the need to talk to them then phone them (dont write). Post is 1 mth old so whatever occured, take debt advice. Posts like this are great for the odd tip but only by getting full advice can you make the best of the situation.
Adam says
Hi, I am being chased by Halifax and debt collection agency for a mortgage shortfall dating back to May 2008 when my home was repossessed. The amount in question is £50k. The demand letters never state whether the creditors took out a CCJ against me or not.
I understand that if there was no CCJ taken against the debtor (me), the mortgage shortfall becomes statute barred and unenforceable in 12 years but if a CCJ was obtained then it is ALWAYS enforceable, i.e. if i were to purchase a house now or 10 years down the line, they can technically come after me any time and place a charging order on my property so the sword will always hang over my head.
1) is that true? and
2) how do i find out if Halifax ever took out a CCJ against me for this shortfall? (i have not contacted them or debt collection agencies since the repossession in 2008 and do not want to contact them in case i open up a jar of worms)…I would really like to buy a house next year with the little money i have saved but if the house is going to have a charging order placed against it, then no point…PLEASE ADVISE!
Many Thanks in advance..
Sara (Debt Camel) says
I will say what I always say in this sort of situation in case other people read it – it is a great pity you didn’t go bankrupt in 2008. If you had This debt would have been wiped out and you wouldn’t now be having this sort of worry. I know that doesn’t help you at all.
Have you looked at your credit records with all three credit reference agencies? See https://debtcamel.co.uk/best-way-to-check-credit-score/ for how to do this.
Have you looked on Trust Online to send if any debt collector has taken out a CCJ using your old address or your current address as see https://debtcamel.co.uk/do-you-have-ccjs/?
These two sets of checks will only see CCJs taken in the last 6 years. There coukd have been one before 6 years which will not show. CCJs never become statute barred but after 6 years a creditor has to go back to court to get permission to enforce them and this is very rarely given.
Adam says
Hi Sara,
Thankyou so much for your reply. Sorry I was on a vacation in a remote area where there was no internet so replying now.
I checked all 3 CR agencies but since its been well over 6 years, there is no record of any old CCJ or arrears so history is looking squeaky clean BUT still I do not know whether Halifax took out a CCJ against my name. And I used trustonline site last year and nothing was there as they also only hold data past 6 years.
1) you stated that the creditor/Halifax would need to go back to court again (since this has been well over the 6 year mark – its dating back to 2008) to have the CCJ enforced and its rarely given. Do you know under what circumstances is the enforcement after 6 years granted? I mean, I did not have any assets all this time, perhaps that’s the reason they could argue that now I have a house??
2) If I declare bankruptcy now, what effects will that have on my life in general? And when would I be able to buy the house in future after declaring bankruptcy?
Thanks in advance for all the advice and help
Sara (Debt Camel) says
I suggest you talk about your sitution and these letters to National Debtline on 0808 808 4000. They can talk about when very old CCJs can be enforced – it’s not just because you have some money.
if you go bankrupt now, you would lose all your savings and could not but a house for another 6 years. This should be a last resport.
You could send Halifax a Subject Access request asking for a copy of all the personal information they have about you. I don’t think that would resent the 12 year statute barred clock but National Debtline can talk about this too.
Adam says
I cannot thank you enough for your advice Sara. Really appreciate all the assistance.
Jess says
I helped set up my parents energy account. The email address was mine the account was their name. My father gave permission to discuss the account with me as Id been corresponding via email on his behalf. The account is In large arrears mainly after my father spent 12mnths trying to have meters fitted and no bills being sent. It’s now over 6k. They keep sending me letters stating I’m liable. Apparently my father added me as a account holder (I asked for evidence and never get a reply) I know it was just to discuss emails as I was there at the time and spoke to them on the phone.
I’ve signed no guarentor agreement and never even lived at the address
Sara (Debt Camel) says
Send the energy firm a complaint saying this and that you want to be removed from the account. Also get your father to say the same.
What is the rest of your father’s finances position?
Jess says
Both parents have bad financial situations
Energy
Water
Council tax etc
He has told them already that I’m not liable yet I constantly get the letters
Sara (Debt Camel) says
Can you get him to put in a formal compaiont in writing? And you do the same.
Also can you get your parents to take debt advice about there options as they have a lot of priority debts there, It’s kind of you to help but I think it would help them to talk to an expert. See https://debtcamel.co.uk/more-information/where-to-get-help/ for good places to get debt advice.
Jess says
Thanks they have actually had an open complaint with the energy ombudsman because when the joined they were told meters would be put in as they were aware they’d end up In debt if not that was in Oct and two years later they were eventually fitted. Had numerous appointments no one turned up to etc. But the energy ombudsman said they acted accordingly. In that complaint it was mentioned about my name being added without consent but it was mentioned In the final closing decision so we never knew where to go form there
Sara (Debt Camel) says
Start again with a new complaint about your name being on there. you don’t live there. you have no legal liability for that debt.
Are your parents renting or do they own the house?
Jess says
it’s a housing association house. So rented from them.
I have sent an email to the energy company stating everything and also threatened to seek legal advise should they continue to harass me over a debt that isn’t mine.
I’m awaiting a response.
Sara (Debt Camel) says
Good – please encourage your parents to take debt advice. Either a Debt Relief Order or bankruptcy may be suitable for them – in a HA property either would give them a clean start from their current mess and hopefully allow them to stay on top of their future bills.
Pen says
Hello,
Lowell have been chasing me for a debt of £61.28 that they claim that I owe to EE from 2018, that is now showing as a default on 1 of 3 of my credit files. I didn’t recognise this debt so I sent a Prove It letter, thanks to your website’s template. I received a response detailing their account number, EE’s account number, dates, value, last payment, mobile number, address, service etc. I then recognised this as a mobile dongle account that I had for a few months and then absent-mindedly continued to pay for over a year without using it, and then cancelled. As I recognise the account and have no e-mails or letters from that period to be able to dispute that I had an outstanding debt when cancelling I decided to pay the balance. However, on the same letter I received from Lowell, they also claim that I have a separate debt of £75.40 that they bought from BT. I don’t recognise this debt at all, and all they had in the letter for the BT account was their account number for that debt, the BT reference and the value. I therefore decided to send a Prove It Letter specifically for it and have since received a letter back simply stating ‘We recently responded to your request for information. It’s now important that you get in touch to agree how you’ll repay your outstanding account’. This suggests to me that they have no more details about that debt. How would you advise that I respond? Any advice appreciated.
Sara (Debt Camel) says
I suggest you pay the first one but reply that you do not recognise the BT debt and ask for more details.
B says
Hi there,
I was contacted by my old employer in 2019 who I have not worked for since 2017 saying that I was over paid by £200. I sent a letter back to them advising that any overpayment was their mistake and they need to provide me with proof of the over payment. I was paid hourly and worked different hours every week so I have no idea if they overpaid me. I also received my unused holiday pay after I handed in my notice so the last payslip I got didn’t seem out of the ordinary. They never contacted me again after that but I recently received a letter and have been getting phone calls and text messages from a debt collection agency demanding I pay back what I owe. I haven’t spoken to them yet and I’m not sure if I should send them a prove it letter or just ignore it as isn’t it up to my old employer to provide payslips/shift rotas showing where I was overpaid? Thanks for the advice
Sara (Debt Camel) says
Yes they should have to show how you were overpaid, as you previously requested. But ignoring a debt collector in this situation isn’t usually a good idea.
I suggest you reply saying that you disputed this debt with your employer last year and they never explained how you were overpaid, so you will not be considering this until you areshown the evidence about the hours you worked and the incorrect hours you were paid for.
If this carries on, I suggest you go to your local Citizens Advice for help with this.
TCC says
Hi,
How long does a company have to prove a debt is yours before FCA guidelines would write it off? I sent a Prove It letter over 60 days ago for a debt that I have never heard of before that is supposedly in my name and have had no correspondence since. I believe I have previously seen in the guidelines that it is a 60 day period however I can no longer see this. Can you guide me or advise me on what I should do next as this is causing me a lot of stress?
Sara (Debt Camel) says
I don’t think there is a set time.
What sort of debt was this?
TCC says
A cash in hand Provident Loans debt. In the letter they sent me when the dispute was raise it says they have up to 60 days to respond and after that they will make a decision and I have this in writing. What would you advise?
Sara (Debt Camel) says
I suggest you write to them again asking them to confirm that you were contacted in error and this debt is not yours.
AB90 says
Hi.
Lowell sent a letter recently stating I owed for 2 accounts. I contacted them with a ‘proof of debt’ letter, and they provided 2 other accounts.
They’ve sent out an itemised bill for very.co.uk, and an credit agreement that’s not signed nor dated from Grattan PLC with no itemised bill, just saying I owe xxx amount. But I never heard of or used these companies for anything. So I’ve asked for additional information, because what they’ve provided seems like it’s lacking (regardless of what they’ve said).
I’m just unsure what to do next. I’ve read that I should report these accounts to action fraud and state that to Lowell? And that the debts are identity theft or fraudulent.
Any advice would be appreciated.
Thank you.
Sara (Debt Camel) says
I suggest you go back to Lowell and say that you have never shopped using Very or Grattan. Ask Lowell to produce the CCA agreements for the two alleged debts.
If they show on your credit record – have you checked? – then ask lowell to delete the records as they are not yours.
Thomas says
Hi,
Ask Lowell for proof of a debt I allegedly have with Three mobile.
They simply sent back a bill advising of the early termination fee and the total outstanding. Obviously this is not proof of the debt.
How should I proceed?
Sara (Debt Camel) says
Did you ever have 3 Mobile? if not, reply saying that you never had one.
Did you have 3 mobile but are sure you paid it all off?
Did you terminate early and were not aware there was a early termination fee?
Thomas says
Hi Sara,
I currently have a Three mobile and have done for many years, I recently upgraded.
I think their implication is that this is another contract I had taken out, of which I have no recollection.
Sara (Debt Camel) says
Then I suggest you ask Three if you ever defaulted on a contract with them. If Three say No, tell Lowell that.
Greg says
Hi.
My girlfriend has debt with Lowell. I gave her 100 pounds a month to pay it off. 13 months later the debt is paid.
A letter arrives to say the CCJ is settled, along with three other letters each one for an amount with different creditor. 3 letters Total amounts to around 1200 pounds
The letters say annual statement at the top. At the top right it says original credit agreement date 2014 on two letters and one letter is 2015.
Unsure why they have started to chase these now and send letters once the original debt was settled. Should 2 of these be statute barred?
Its very underhand to hold back these letters until the debt was settled and then fish for more debts.
Sara (Debt Camel) says
Unsure why they have started to chase these now and send letters once the original debt was settled
These are separate debts, not related to the CCJ.
I assume she agrees she owes the money? What sort of debts were these, credit cards, catalogues, loans, mobile etc?
When did she last make payments to these debts?
Does she have other unpaid debts with other debt collectors?
Greg says
Hi and thanks for the reply.
She has never paid or acknowledged the debts. Other than that I cant comment. :)
In all honesty these letter have come from out of the blue, would of been happy to pay them last year but almost as if the debt collection agency fished for them as soon as the ccj was cleared.
Now with us in an position where I could be out of work after Christmas due to C19 I’d like to advise her claim statute barred if I can on the two from 2014
Or possibly offer ten percent but unsure of the correct template letter to use…
Sara (Debt Camel) says
What sort of debts were these – this makes a difference to her options
Greg says
2 catalogues and 1 credit card.
Actually had three more letters today, the credit card one is different writing / format to the two catalogue ones.
Thanks
Sara (Debt Camel) says
ok so the 2015 debt cannot be statute barred (unless she is in Scotland???)
The 2014 debts it’s pretty marginal, see https://debtcamel.co.uk/statute-barred-debt/. But unless she has received Default Notices (these are not the same as defaults on her credit record) it can be hard to be sure they are astatute barred. I suggest she talks to National Debtline about these.
As the debts are credit cards and catalogues, one possibility is to ask Lowell to produce the CCA agreement for the debt, see https://debtcamel.co.uk/ask-cca-agreement-for-debt/ for how to do this and why.
If you don’t want to do this now, you MUST do it if she is sent Letter Before Action/Claim, see https://debtcamel.co.uk/letter-before-claim-ccj/. It is MUCH easier to do this before, rather than try to defend a case in court.
Greg says
Hi Sara and thanks for the advice.
No, we are not in Scoltand, and the amount from 2015 is only 115 pounds (ish) so I can afford to pay that one off. (Thats the credit card)
It is interesting that the letter for the credit card is worded as ‘outstanding account’ she is a ‘valued customer’ who is already making payments for another account.
The two catalogue ones are more verbose, almost as if they are the new owners of them.
So basically, as I understand it, the 6 years needs to be from the point that shes stopped paying which then caused the creditor to (for example) to pass the debt on to a debt collector. So at that point the DCA would need to be able to prove when collection proceedings started… and if its within 6 years then its not statute barred. Would I be correct in my thinking?
Does requesting a CCA admit that the amount is owed and so will reset the statute barred timer?
How/if/when could I make an offer of 10%? Is this not an option at the moment.
Thank you for your help and assistance.
Sara (Debt Camel) says
as I understand it, the 6 years needs to be from the point that shes stopped paying which then caused the creditor to (for example) to pass the debt on to a debt collector.
NO, passing a debt to a debt collector has NOTHING to do with a debt becoming statute barred.
A debt can be statute barred that has never been passed to a debt collector.
And debts passed to a debt collector may never become statute barred eg if token payments continue to be made.
Read that link and talk to National Debtline about these debts.
Does requesting a CCA admit that the amount is owed and so will reset the statute barred timer?
That depends on how it is worded, but usually it will, yes.
You can make a 10% offer at any point. That definitely WILL reset the statute barred clock.
Greg says
Thanks Sarah, Feel free to email me any way I can contribute to you for your efforts today.
Donating to your chosen charity or buying you a drink would be my pleasure.
Please finally could you explain this to me from your previous post? It may help others in a similar situation.
What would be the definition of a default notice? A letter (or many letters) sent over a period of time, and how can this affect the outcome?
Surely a default on the credit record and default notice are the same thing?
————–
But unless she has received Default Notices (these are not the same as defaults on her credit record) it can be hard to be sure they are astatute barred. I suggest she talks to National Debtline about these.
————–
Sara (Debt Camel) says
A small donation to your local Citizens Advice would be good.
A Default Notice is a formal notice under the Consumer Credit Act. This is an accurate summary: https://www.advicescotland.com/default-notices-and-termination/
Luke says
hi Sara
I wondered if you could help me. I recieved a letter last year from lowell in regards to a catalogue loan from 2015.
I knew I had paid this loan off in full at the time so naturally requested a prood of debt. They sent me the standard terms of conditions that shopdirect have as well as a statement showing my payment dates and amount which totalled the amount borrowed but also added interest and charges which they say i owed. I replied stating that the statement shows I have paid the full amount and requested why they have added charges and interest.
I never heard back from Lowell to the beginning of this year demanding the debt so i start the process again and again received the same statement and another letter from requesting where the charges and interest has come from.
6 months later and 2 further recorded delivered emails requesting the same information, I was contact by a new debt recovery agency demanding the debt again. I have started the same process again.
How do i go about stopping these demands coming through, to my understanding it would become barred next year anyways but Im worried if i dont get it sorted they will sell the debt again and I will have to go through the process again. Sometimes I feel they are trying to get the amount out of my through envelopes and stamps!
Sara (Debt Camel) says
I was contact by a new debt recovery agency demanding the debt again. I have started the same process again.
So not Lowell?
As whatever you did before worked, you could do that again but this time ask them to confirm in writing that you do not owe money and that they will not sell the debt on.
Alain says
Hi Sara,
I responded recently to a letter of claim from Lowell asking for 220 GBP. They claim I have a debt with Vodafone yet I never opened an account with Vodafone, I contacted Vodafone and they did confirm there is an account under my name. So I reported it to Action Fraud and got a crime reference number which I provided to Vodafone and wrote back to Lowell provided them with the crime reference number and requested from them a copy of agreement to check any signature. They responded with some information such as the amount due, address, a presumed phone number, a previous address, and approximate date when Vodafone reported the default to Credit Reference Agencies, although I checked my credit report and there is nothing showing up. So now Lowell is asking to provide them with supporting documents related to this crime otherwise they remain satisfied I am liable to this debt, but obviously I do not have a proof since I reported this according to what they claim. So since they failed to provide a copy of the agreement to check signature, shall I respond with the complaint template or is there another way to respond ?? Appreciate your help Sara
Sara (Debt Camel) says
what documents do Lowell want?
Alain says
They ask to contact them and provide them with any further information I may have including any supporting documents related to the reported Identity theft crime. Police won’t follow up on investigation since it’s not classified as police recorded crime according to their e-mail confirmation. Any idea ?
Sara (Debt Camel) says
Have you sent Vodafone a formal complaint telling them it is identity theft? If you have, supply those details to Lowell.
Were you living at the relevant address when the contract was taken out? If you weren’t, you can supply proof that you lived somewhere else.
Jim says
I forgot to tax my motor vehicle for approx 6weeks last year due to moving house and all reminders being sent to the old address even though the dvla has all my updated information.
I got a letter from PastDue solutions demanding I paid £80 that I owed them. I sent a prove it letter as I was unaware of ever having such a debt and they have replied stating that due to data protection they cannot divulge any information about the debt until I provide my previous address. And they will put a ‘hold’ on my account for 28days to give me time to reply.
Is it worth now sending a complaint letter? My understanding is that any debt I had was purchased by this company and therefore paid in full, and I do not need to pay these as I have no debt with themselves. I will not be giving them any money, they can take me to court if they like but I would prefer to get them off my back… £80 fine for £15 worth or road tax…. next joke.
Sara (Debt Camel) says
My understanding is that any debt I had was purchased by this company and therefore paid in full, and I do not need to pay these as I have no debt with themselves.
That is completely wrong.
When they bought your debt, they bought the rights of the creditor. The debt is not settled by this purchase.
Matt says
Hi. I’ve been recieving letters from Lowells saying i owe them money due to a Paypal Credit account being opened in 2018. I contacted Paypal about the issue with the agreement number on the Lowells letter. They said that there is no such agreement in my account with that number. (I have photo evidence of this). I then followed your advice above asking them to prove the debt. They have responded today via mail with these simple bulletpoints.
– Agreement start date: 12th November 2018
– Application Address: (my old address which i left in 2013)
– Last Purchase 1: UBER BV
– Last Purchase 2: UBER BV
– Last Purchase 3: UBER BV
– Application Email: mattg*******@gmail.com
They have also put some kind of account summary on the back of the letter which makes no sense atall.
Firstly, that isn’t my email address nor have i ever been affiliated with it.
These transactions are completely fraudulent and have not been made by myself nor do i have a Paypal credit account. The letter i’ve recieved still gives me no proof that it belongs to me. They said that they’ve placed my account on hold for 30 days. I’ve reported the case to Action Fraud.
Please can you advise me on the next steps? Do i contact Lowell and dispute it? Another letter? Any advice would be great. Thanks
Sara (Debt Camel) says
Tell Lowell all this, including the reference number you will have been given by Action fraud.
You may also want to follow the steps in this article as it looks like identity theft: https://debtcamel.co.uk/loans-using-your-name-stop-identity-theft/
Matt says
Thanks for the quick reply. How do you suggest that i mention this to Lowell? Letter or phone? Any advice if they’re no help.
Sara (Debt Camel) says
my personal preference would be email, then phone. Stamps cost you money and you can never be sure the letter has arrived!
Dildar says
Hi, I got tricky situation. I received letter from Lowell portfolio ltd on November 2011 regarding EON outstanding balance from 02/01/2013 to 31/03/2014. First letter of my name was wrong and I am pretty sure I was not in this property at that particular period. I paid in full when I received letter thinking it should not come on my credit file. But it appears. My question is are they allowed to sent letters after this long period? And can I ask for prove now after I have paid? What can I do in this case?
Weatherman says
Hi Dildar
I’m not sure you’ve got the dates right there. How could you have got a letter in 2011 for a debt from 2013/14?
Anyway, it seems like EON and/or Lowell marked your debt as defaulted at some point. Even though you then paid off the debt in full, the default notice stays on your credit report until six years after it was entered. It should be marked as ‘settled’, because you paid in full.
After a certain amount of time debts can become ‘statute-barred’ (but this clock can reset if, for example, you pay part of the debt). This just means that the creditor wouldn’t be able to get a court judgement against you – they can still send you letters asking you to pay.
Now that you’ve paid the debt, I don’t know of any way you could recover it. It’s never a good idea to repay a debt if you don’t think you owe it – you should always check and if you didn’t owe it, dispute it there and then.
Mandy says
In 2011 I had breast cancer and in 2012 I had 9 creditors asking for payments. By 2014 I had sorted out payment plans but one particular creditor kept saying I had missed payments. From 2012 to 2015 the debt was passed from Idem to moorcroft to Wilkinson and chapman and shoosmith and then to Arrow Global. Aparently paid to Paragon and. Aparently the debt was brought by Britanica recoveries and at that time asked all these companies to ask for the money. Each time I disputed it as they lost payments and the balance did not add up. In 2015 I stopped paying and in 2016 sent a CCA request and did not receive anything. In Nov 2020 I received a letter from Capquest asking for money and I told them about the CCA request. In Dec they sent me an agreement with no ts and cs so I requested that telling them the debt is unenforceable. They sent me a statement of account that contradicts what i was given in the past and is not the same account number they are pursuing. I have not aknowledged the debt or made any payments since April 2015 so it will be statue barred then. What is my next step please as I am stuck now if they do send the ts and cs. The statement of account does not have any detail of who payments were made to and wrong acc number. Thank you
Weatherman says
Hi Mandy
Firstly, if they can’t produce the CCA agreement, they can’t enforce the debt in the court. A statement of account won’t cut it. It’s not impossible that they’ll find it, but it’s really unlikely given the previous creditor couldn’t find it. The fact that they’re sending you statements of account instead suggests to me that they’ve no idea where the CCA agreement is. If it does turn up before the debt becomes statute-barred, take a look here: https://debtcamel.co.uk/ask-cca-agreement-for-debt/#What_should_you_do_when_the_CCA_agreement_is_found
Secondly, I’m a bit concerned about this mysterious statement of account with a separate number. Is this in your name, and is it a debt that you agree you owe? If it seems to be in your name but you don’t think you owe it, you should dispute this with Capquest and get it sorted now.
Mandy says
Thank you so much, I will see what they come back with in regards to the rest of the cca agreement. And The statement of account is not correct so will also complain about that . Thank you so much. I will let you know what happens.
Gia says
Cabot bought an old overdraft of mine mid 2015. I have not made a payment since.
I did tell them in 2017 to contact my DMP provider which they never did
I did an SAR this month and they have provided their account notes but no documentation from the original lender
If they have no documentation from the bank is it enforceable?
Thank you for your help !
Weatherman says
Hi Gia
Overdrafts are an exception to the CCA agreement rules – you don’t have the right to request a copy of the CCA agreement, so a failure to produce one doesn’t make it unenforceable.
Was 2015 the last payment you made towards the debt? Or was that earlier?
And when was the last time you contacted Cabot in writing about the debt? 2017? Did you acknowledge the debt was yours in writing at this point?
The question here is when the debt will be statute-barred, which is six years from the last time you made a payment towards your debt, or made written acknowledgement of it. Until then, Cabot could apply for a CCJ against you.
G says
Thank you so much for getting back to me. I’ve checked the SAR I did and the last payment was mid 2015. I have not acknowledged it in writing or paid since. It defaulted back in 2013. I would rather not pay them to be honest as they are sharks and I was paying it until it was sold. With your advice and reading here I’ve totally changed my financial life which is amazing. This is one of 2 with Cabot. The other one is unenforceable, but it’s this old overdraft I’m trying to work out how to proceed with !
Thank you for your help 🙂
Sara (Debt Camel) says
As Weatherman says, a debt collector does not have to produce a CCA agreement for an overdraft.
If you last made a payment in mid 2015, this debt cannot be statute barred at the moment.
And it is not easy to tell when an overdraft debt does beacome statute barred – it is not right after the last payment as there are no contractual payments for an overdrasft to be missed. I suggest you talk to National Debtline on 0808 808 4000 about when this may be statute barred.
G says
Thank you that’s appreciated !
Armi jon says
hi
i received a letter from LRC legal recoveries as i have debt by Utilita Energy in 2016 to 2018 and the amount due to pay £2900
i left that property in 2018 and today Jan 2021 i received this letter and i am sure on that property there we use top up meters and i never received any bill from utilita when i lived there i dont know who made utilita account on my name and how they knows my present address and i am damn sure they dont have my mobile number , email and date of birth etc or bank account number because they didnt contact me via phne or email even not a single bill
can you please advise what i need to do as i sm really in tension
regards
Sara (Debt Camel) says
Several points.
All adults living in a property are jointly and severally liable for energy bills. The fact you don’t think the company knows your email address, date of birth etc isn’t relevant. They don’t need this information to go to court for a CCJ.
It would be unusual for a bill that large to accumulate if there was a top up meter. Do you have your tenancy agreement? Who else lived with you at the time – can you ask them?
See https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/who-contact-if-its-difficult-paying-energy-bills/energy-back-billing-guide-your-rights for information about “back billing” which may be relevant here.
I suggest you talk to your local Citizens Advice about this debt and possible back billing.
It may also be helpful to ask Utilita for a copy of all your personal information, known as a Subject Access Request or SAR. See https://utilita.co.uk/downloads/terms/privacy-statement.pdf. This may turn up what was billed and when.
Armi Jon says
hi there
thanks for reply
Today i found 3 emails from utilita i received in 2016 and they are saying ( THANKS TO JOIN US AND OUR ENGINEER WILL COME TO CHANGE THE METERS WITHIN 30 DAYS AND IF YOU AGREE THAN REPLY )
than i replied them on same date when i receive email from them ( i replied , Can you please cancel this contract or anything else what you said in email as i did not sign or apply any thing with you regards )
i still have this email on my sent items
the house agreement was on my name and i was responsible to top up for gas & electricity even we lived only 4 peoples including me and i don’t have that agreement at this time , i tried to contact the property agent but no response because they left the office last year and not doing any property business.
now shall i write a letter to debt agency LRC to provide me a Prove it letter ?
also £2900 bill was just for 18 month as they mentioned on letter and at my present property i am paying £68 a month including gas and electricity from last 2 years .
thanks for your advise and i will call to citizen bureau tomorrow morning
and also is it possible that they can come to my door for collection as they sent me 1st letter on 15th of this month and ask me to contact till 28th of January or when they can go to court
i am asking these information because i have just checked and my local citizen bureau is closed because of corona pandemic and how much time i have to solve this all issue ?
regards
Sara (Debt Camel) says
You don’t have to sign a contract with a gas/electric supplier for one to exist – it is there because you are using the energy. So you can’t cancel a contract with a gas/electric supplier you can only switch to a new supplier.
You had a contract with Utilita as they were the supplier when you moved in and you didn’t change that. A Prove It letter is not going to help here.
Your local Citizens Advice should be accessible by phone.
Armi Jon says
hi there
This is my last message just need a bit more help
the thing is i still remember i was using top up key for gas and electricity and i visit to that property today morning and there is still top up meter for gas and the lady was not sure about electricity one .
and i found some letter from British gas belong to that address there is they saying we are coming to check gas meter and boiler ..and i know that top up meter from British gas .
and also what is the procedure of debt collectors what they do next as they sent me just 1st letter and i talked to citizen bureau and they are saying they will contact with me within a week .so what shall i do to gain some more time from debt collectors
Many thanks
Sara (Debt Camel) says
Tell the debt collector you dispute the debt and you are taking debt advice, ask them to put a hold on the account for a month.
Loouise says
Hi – I paid a debt of that I was taken to court for by TM legal and satisfied the debt in 2019. The creditor was lending stream.
Today I got an email from them and spoke to clarify that I still owe this debt.
Funnily they also agreed in a final response on a complaint regarding the same debt.
How do I escalate this? I have all the proof but totally unacceptable from lending stream.
Thanks
Sara (Debt Camel) says
Today I got an email from them and spoke to clarify that I still owe this debt.
from LS? or from TM?
why do they say you owe it if you have paid the CCJ?
Funnily they also agreed in a final response on a complaint regarding the same debt.
Was this LS or TM? what was the complaint and what was the reply?
Louise says
Thanks for response.
The monies owed came from lending stream today, stating I owe the same amount with the account reference that was sold to TK legal 5 years ago.
I have several letters / emails from TM legal confirming the account is paid and settled 2 years ago.
It was affordability complaint to lending stream that they agreed to and refunded some interest and to remove all negatives from my credit and all accounts are closed. Also I have this confirmation.
So essentially I am being chased for a debt that was paid and acknowledged through courts and so on.
My query is this should this even be able to happen?
Sara (Debt Camel) says
Strange case!
You have sent LS a complaint about this? If they reject it, send it to the Financial Ombudsman with the details.
Louise says
I think I will complain. I will let you know how this came about….. clearly not a usual thing.
Thanks
Tom says
Dear Sara and all,
I have recently received correspondence from PRA Group regarding 2 debts at which time I have spoken with PRA Group and they themselves say the debt is unenforceable but that I am legally entitled to repay the funds. They say that the reason for the debt being unenforceable is that they have not received all of the required paperwork from the original lender to make it enforceable. The debts are currently showing on my credit report under the name of the original lenders (Bank of Scotland and Lloyds).
Please can you advise on what to do in this situation?
I was thinking that I would send a ‘Prove It Letter’ to PRA Group. However, what happens then? If, as expected they are not forthcoming with the documents, am I able to ask Lloyds and Bank of Scotland to remove the defaults on my credit file?
Thanks,
Tom
Weatherman says
Hi Tom
If they don’t have the CCA, then the debt is unenforceable – meaning they can’t take you to court.
But the debt still exists, so they can still ask you to repay (they just can’t do much if you don’t). And the defaults will still stay on your credit report for six years. The only way the defaults would be removed is if you successfully disputed the debt with the original lender, but you would need to show that the debt was never yours in the first place etc
Sara (Debt Camel) says
As Weatherman says , if they can’t produce the CCA agreement, the debt is unenforceable. They can ask all they want, but you don’t have to pay.
It sounds as though the debts are yours. In which case asking them to Prove it will get nowhere.
What is the default date on the credit records?
Tom says
Hi both,
Thanks for you information.
The debt is approximately 4 and a half years old and has been with several debt companies who have not been able to enforce payment because they have not received the CCA from the original lender. (As a side note, I could not place an affordability claim with these companies and these were two of the very first accounts I had when I started to get myself into this horrid situation, whcih thanksfully, I am no longer in).
In this circumstance, could I send a ‘prove it’ letter and then if they cannot prove it by producing a CCA, which I am certain they cannot do, ask to settle the accounts for a vastly reduced figure? Thus no longer having them chase me for it and allowing the debts to be marked as partially satisfied on my credit report which will be much better than there current default status.
Thanks,
Tom
Sara (Debt Camel) says
You can ask for the CCA but they have effectively told you they can’t produce it.
If you want to do this so it is clear, then send them a request for the CCA, see https://www.nationaldebtline.org/fact-sheet-library/credit-agreements-getting-information-ew/?. don’t send them a prove it letter, be clear what you are asking for and send the 31 that factsheet says.
If they say they can’t produce it, you can offer a low settlement but you cannot make them accept it. If the default date is 4 and a half years ago, it will drop off your records in 18 months anyway, so does this matter much? getting a debt settled will not actually improve your credit score.
Martin says
Hi,
I have a debt that I don’t agree with and have asked the debt company – Lowell for evidence of this.
I have received a letter saying it’s for Sky but just lists 2 amounts:
DTV Subscription
Late Payment
Nothing else? Surely that can’t be enough to be classed as evidence it still doesn’t tell me anything?
Regards
Martin
Sara (Debt Camel) says
So you don’t agree you owed Sky anything? Have you asked Sky how the debt arose?
John says
Hi Sara,
I’m looking for some advice on how to respond to a letter I have received from Lowell’s
It’s a rather generic letter with no information regarding when it was or which address it relates to.
I don’t believe the debts are mine (I was living abroad between 2011 and 2019) so unless they pre-date 2011 then I don’t think they can be mine.
It could be a mis-trace and the debts belong to someone else with the same name?
Should I still send a ‘prove it’ letter or just a letter to just say I have been living abroad so the debt can’t be mine?
Thanks in advance
John
Sara (Debt Camel) says
that sounds a very vague letter. You could simply reply that you are unaware of owing any debts but if they can provide details about the creditors and the dates then that would be helpful.
John says
Hi Sara,
The letter does state who the creditors were, but not when it dates from or which address it relates to.
So it could be an old address before I moved abroad, in which case I believe it would be statute barred.
I doubt it is though as I don’t recall leaving any outstanding balances before I left the country.
Thanks
John
Sara (Debt Camel) says
You could simply reply that you are unaware of owing any debts to those creditors then but if they can provide details about the dates then that would be helpful.
Sam says
Hi Sara
I have been getting calls and emails from a collection firm called Zinc, regarding an amount I supposedly owe on an energy bill that was with Shell Energy a couple of years ago. I have sent them the above correspondence asking for proof as I had not heard anything about this debt then all of a sudden I get emails from them and calls (Which I haven’t answered but the number traces back to them). After a couple of weeks I have not heard anything in response, but the calls have stopped. However, I am also getting sent text messages from Shell Energy directly saying I owe money.
Something seems off here – if the debt (lets say for the moment it is legit) has been passed to a collection agent, then why are the company contacting me directly themselves? Even if I realised I did owe the debt, who am I supposed to pay it to? Surely only one company can ‘own’ the debt?
If Zinc don’t respond I will complain to them but they have actually stopped contacting me whereas Shell are still sending me silly text messages which I can’t reply to. What should I do?
Sara (Debt Camel) says
Why can you not send Shell Energy a complaint?
Sam says
I guess I could! But isn’t it odd that both companies are chasing me for payment at the same time?
Sara (Debt Camel) says
would you rather argue with them about this or get the problem resolved?
K says
Hi Sara
My other half has only moved into my address 2 weeks ago and already a letter from Hoist Finance has arrived for him. There are no details of who the debt is for or how much it is. Just asks him to contact them to confirm if this is his address. He doesn’t know if this could be a debt he owes as he suffered severely from mental health after the loss of his children’s mother 4 years ago. He’s now taking less anti depressants and working full time again and I’m just hoping this wont effect his health as he gets stressed easily. Do we just ignore the letter or contact them to ask who the debt is for and how much it is?
Sara (Debt Camel) says
So he thinks he probably owes some debts but doesn’t know which this one is?
Would you mind helping him with all this – it can be daunting to try to sort out a debt situation with a lot of unknowns for anyone and with mental health problems it is doubly hard. But if he ignores this, it will just sit there in the back of his mind festering…
A good way to start is to try to see what the overall picture is by helping him to look at his credit records, see https://debtcamel.co.uk/best-way-to-check-credit-score/
This sounds scary but it’s less stressful than trying to deal with debts as they pop up, as if this debt is real, you don’t know how much to offer them a month because another debt may emerge next week.
If there are a lot of debts it is usually a good idea to talk to a debt adviser about his choices.
Sam says
Hi Sara
I previously asked you about a situation where I have Shell Energy chasing me for an old debt, while at the same time a collections company was doing so. I sent the collections company a ‘proof of debt’ request letter and contact from them has now ceased, with no response to my request.
I then complained to Shell Energy about harassment and requested proof of debt.
Shell responded by re-activating my account and said I could view the details of the debt there. They did not respond on the issues I had raised about harassing me. They have not provided a debt validation letter.
The account does show a debt but it is not added up correctly. The total they think I owe has not been updated with the last 2 payments I made.
Meanwhile, a new collection company, MIL Collections, has now emailed saying THEY are in charge of collecting now. While Shell continue to send me their text messages chasing payment.
So:
1. Do Shell still have to provide the validation letter? What if they dont?
2. With the way I’ve been treated and the lack of a debt validation response, am I able to get the file closed and no longer consider myself liable for any repayments?
Thanks!
Sara (Debt Camel) says
Are you saying you have already paid them in full?
Sam says
No I haven’t paid in full but (A) I am not convinced I still owe them this debt and (B) even if I do, the amount on the account doesn’t even add up correctly. The account was closed down and no contact from them for over a year, now suddenly they are chasing for money and have “reactivated” my account only after I sent them the request for proof of debt and complained about the harassment. Even if I do owe them the money surely they still have to produce the debt verification letter I’ve asked for? What if they don’t?
Sara (Debt Camel) says
I am not sure what you expect to be in this “debt validation letter”.
You are entitled to receive an accurate bill, showing the energy used and the amount that you have paid. If they have sent you something that does not reflect your last two payments, I suggest you reply pointing this out.
Sam says
Hi Sara,
I had some building work done under a lump sum quote (not estimate). The company did a good job but made a loss on the project and have fabricated an invoice listing work they didn’t do – excavations, extra paving, duplicate items, etc. We even have CCTV showing they didn’t do one item which they’ve listed as £23k.
The full amount was paid to them February after work completed, so as far as I’m concerned there is nothing owed.
Two months later, they asked me to pay for their losses, which I declined. A month after that they phone and threaten to come and undo all the work they did and go straight to court for the money.
They then sent the fabricated invoice giving me 7 days to pay £40k or they’d take me to court.
I’ve disputed the invoice and highlighted the Consumer Rights Act, but so far they’ve ignored me. I am concerned they’ll just forge ahead with some sort of legal or debt collection action. Surely a company can’t just create an invoice without justification and start proceedings to collect the money?
Thanks
Sam
Sara (Debt Camel) says
Anyone can start court proceedings – but of course you can defend the case.
I suggest you could do with some help if they do go to court.
If you have legal insurance under your household insurance, it would be a good time to talk to them now and see if they will cover this.
If not, you could:
– try your local Citizens Advice
– post on Legal Beagles https://legalbeagles.info/forums/forum/legal-forums/court-claims-and-issues.
– or as this is such a large claim, you could talk to a solicitor. For that size claim, you may be able to claim your legal costs if you win the case.
Emma says
Hi Sara
My partner has a closed account showing on his credit file with Cabot Credit. It says it relates to a credit card/store card but we aren’t 100% sure as he has never had any communication about it and as far as we know he has paid all his credit cards off. There was one we recently queried (Barclaycard) but they have written to us just today to confirm he paid it in full and it was never sold anywhere.
Should we be sending a prove it letter? My partner is going through the mill a bit with his credit file in other ways at the moment as there are multiple loans against him that were never taken out by him so, as you imagine, we have a lot of disputes going on at the moment. It therefore worries us the Cabot account relates to a card he can’t even see!
Any advice would be greatly appreciated.
Thanks
Sara (Debt Camel) says
Yes, but obviously change then letter to say he has found this closed account on his credit record – attach a screenshot of it – and he knows nothing about it and doesn’t recall making any payments to Cabot so ask them to delete it.
Emma says
Thanks, Sara. On looking again, it actually has ‘DM’ markers logged against it as if it was being paid as part of a debt management programme which my partner certainly has never been in. Ironically, an OnStride loan (still open) is also being managed this way – we complained it wasn’t his and someone there misunderstood the complaint and said they wouldn’t uphold it because ‘the AR markers are accurate because you are paying this via Gregory Pennington and we received payment of 18p from you last month’. They absolutely did not! My partner has never spoken to Gregory Pennington (we had to Google what they were), let one been party to an agreement to pay a company 18p. We’ve forwarded my partners complaint to the administrators now. He has never been part of a debt management programme in his life!
The more we unravel the more confused we get! :(
SAM says
H Sara,
I received a letter from a company called BPO Collections regarding a debt for £287.51 without any details about the debt, who its owed to and when it was taken out.
The letter reads “We’re trying to get in touch to discuss your Jefferson Capital International Acquisition account. There’s £287.51 on your account, you need to make a payment on your Jefferson Capital International Acquisition account as soon as possible”. And it goes on to say if you can pay pay £139.26 lump sum, we’ll close the matter”.
I have researched BPO and Jefferson Capital International Acquisition. They are part of the same group and a debt collections agency that buys old debts.
I don’t recognise this debt. I don’t recall owing this to anyone at all. Besides, I have not lived in the UK for almost 8 years, and if indeed its mine, it must be very old and by now must be State Barred.
What should I do? Should I respond and ask for proof it or just ignore it.
Thanks for your advice.
Sara (Debt Camel) says
It looks to me as though you send this message from within the UK?
SAM says
I see, you were checking because I mentioned “I have not lived in the UK for almost 8 years”. Actually what I should have said is I was out of the country for over 8 years until last year when I returned.
Hope this clarifies.
Thanks and regards
Sara (Debt Camel) says
I suggest you send a Prove It letter.
The debt may not be yours. Or it may be yours but it is statute barred. Or it may be yours and the creditor is unable to produce a CCA agreement for the debt (that isnt relevant for some types of debt).
It is simpler to get this resolved now than end up having to defend a court cases that should never have been started.
If the debt is already statute barred, then nothing you do now can “unbar” it.
SAM says
Thank you for this Sara.
Question: Understand your comment about statute barred, but asking for ‘Prove it” letter will not start the clock ticking again?
Would you have a template I can use please?
Thanks and regards
Sara (Debt Camel) says
There is a very simple template in the article above. If you read that, it clearly does not acknowledge the debt.
If the debt is already statute barred, then it doesn’t matter anyway as it will always stay statute barred.
If you are not sure about whether it is statute barred or what you should do, talk to National Debtline on 0808 808 4000.
SAM says
Thank you Sara. Will send the letter and see.
kind regards
Kris says
Hi
In Nov 2012 I had an accident caused by another driver who fleed the scene which resulted in me breaking my collar bone. I contacted solicitors who agreed to take this on no win no fee basis. I been sent for a medical check and asked to complete MIB claim form. It took about 2yrs for MIB to refuse compensation for this accident. I was then contacted by solicitors after a year or so about the need to pay for the medical check. I called them and explined that this was a no win no fee and I don’t intend to be paying. This resulted in couple years silience. They then contacted me again after all these years (9 since accident) to chase the money that I aledgedly owe them via letter (not providing detail of the debt, just reffering to previous correspondence from about 4yrs ago where they mentioned the amount) giving me 7 days to make the payment or contact them to provide payment options or otherwise they will start the proceedings and take this to courts.
Is it just them fishing or should I be discussing the options to pay this off? The communication seems vague and I’m not sure if after all these years this is not statute-beared? Should I just ignore the letter and see what happens?
Thank you for any advice
Sara (Debt Camel) says
I suggest you talk urgently to National Debtline on 0808 808 4000.
Kris says
Thank you, that’s what I did. They suggested sending the subject access request letter along with this sample letter – https://www.nationaldebtline.org/sample-letters/complaining-to-debt-collection-agencies-you-do-not-owe-debt/?#.
The most important thing is what is says in the contract that I signed in Dec 2012 Everything will spin off from this.
Mike C says
Hello, I have recently received a letter from UK Search LTD claiming I owe about £250 for a water bill. I sent a prove it letter and they have sent back a final bill addressed to someone with my name but with a middle name (when I have none) and at an address I have never lived at, and also I was living in Belgium. This has rumbled on for a while now – How do I respond to them so they accept I am not the person they are trying to find. I am trying to buy a house and worried they will just put this on my credit file and it will ruin everything :-(
Thanks in advance for help! Mike
Sara (Debt Camel) says
someone with my name but with a middle name (when I have none) and at an address I have never lived at, and also I was living in Belgium
You have told them all this?
Are they collecting on behalf of a water company or have they bought the debt?
How old is the debt?
Mike C says
Hi Sara, I have not told them I lived abroad but have confirmed I did not live at the address they are quoting. I don’t know the difference between collecting or bought the debt sorry – they are asking for payment to themselves if that helps. Thanks very much.
Sara (Debt Camel) says
Then I suggest you go back to them and be specific. Say the middle name is not yours, you have NEVER lived at that address and at the time stated you were living in Belgium.
You need to check tour credit record with all three credit reference agencies to make sure this debt is not showing. See https://debtcamel.co.uk/best-way-to-check-credit-score/ for how to do this.
Mike C says
Thanks, I will. I checked the three agencies you referenced in your article and it does not appear. Will this water bills go on my credit record? I’m worried about it appearing on there while I try and sort this out! I consider just giving them the money so they will stop sending letters and so the mortgage goes through. Thank you for your help.
Sara (Debt Camel) says
If it isn’t on there now, then I doubt it will. If it appears you can tell the CRA immediately that you had told the creditor it was not your bill as you never lived at that address.
I don’t see why you should hand over any money – you presumably have some evidence that you lived abroad at that point? I think you just need to be very clear and firm with them.
Daniel says
Hello Sara,
I am being chased by United Utilities for a water bill at an address I lived at temporarily from Dec 2019 to May 2020. The address in question was rented by my Sister’s partner, with the tenancy agreement being in his name only. I am no longer in contact with my Sister or her partner due to her contesting my late Mother’s will. I fully accept that I may be jointly liable for the 6 months that I occupied the property along with my Sister and her partner and that dispute is between ourselves and not the water company.
I moved out of the property in [?] and I have sent them evidence of this in the form of a tenancy agreement for another property yet they still demand payment of the full £281. They have now placed this on my credit file as a late payment account but as yet it is not showing as a default. Where do I go from here? I am happy to pay the full amount outstanding for the 6 month period I was there and then sort it out afterwards with my Sister but they continue to try to enforce £281. I am already at stage 2 of their complaints procedure. Do you think the tone of their communications is fair considering they are imploring me to pay the full amount and then sort it out afterwards or do you think I should fight this? Do you think I would have a good case to make them prove sole liability for the time I can prove that I was not living there?
Sara (Debt Camel) says
I have changed the date you moved out to a ? as it was in 2021, presumably a typo.
So £281 was the full year? So you are happy to pay £140 for the six months. Have you offered to pay that now? I suggest you should pay that now… you have two problems, one is to get them to agree £140 is OK and the second is for them to remove the late payment marker on your credit record.
Sam says
Hello
I have a bit of a weird situation. I have a debt with Paypal that stemmed from ebay refunding a buyer. I fought with ebay til I was blue in the face but the debt remained and Paypal passed it to their usual debt collector Wescot. I have used your templates to request proof of debt and explained the situation.
Lo and behold, they accepted they couldn’t “resolve my dispute” with Paypal – and have therefore “returned the account” to them. 2 weeks on and I haven’t heard anything from Paypal.
So what to do? Do I call Paypal and see if they will now agree to cancel this debt? Do I wait for them to do something? Does the fact Wescot ‘gave up’ support my case that I shouldn’t have to repay this debt?
Short of taking ebay to the small claims court to over-turn their decision, I don’t know what else I can do about this now!
Sara (Debt Camel) says
I think you could do with some help with this. Talk to your local Citizens Advice as this issue seems to be partly a consumer issue and they can help with both consumer issues and debts.
Sam says
Hi Sara
I tried calling them and they said I need to speak to Consumer Advice – put me through, but those people said I need to speak to the debt team at Citizens Advice, even though they already explained to me that team just deals with how to manage debt rather than dispute it. So not very helpful!
Do you think I should contact Paypal myself directly about it or just wait to see if they get in touch now? I feel those are my only options, or I could try taking ebay to small claims but don’t really want the hassle if I can avoid it.
Thanks!
Sara (Debt Camel) says
Go back to Citizens Advice and say you need help to dispute it, not to pay it. Say you want to make a complaint to them if they do not help.
Jamie Jones says
Hi,
I’ve had a letter before claim from AJJB for debt from Pure Planet. I’ve had no requests from PP requesting any outstanding money (although I’d be happy to pay if I owe them) so I’m a bit dubious to say the least.
This being said, I sent AJJB a proof of debt letter. In response they sent me a copy of a final bill but nothing else. It doesn’t say if the amount outstanding has been paid or is outstanding. In addition, the amount they have requested was for £89 whilst the bill is for £56. I asked them to explain the difference but got no clarity. They put my account on hold for 30 days. I have asked for further proof as per your letter of complaint and sent them a letter of complaint but have received nothing further.
I find the whole thing very odd. I don’t deny being a Pure Planet customer but question why they didn’t contact me themselves if a debt exists (I’d happily pay). Does a bill constitute proof of debt? There is nothing to explain why or when AJJB became involved either.
Best wishes
J G J
Sara (Debt Camel) says
have you asked Pure Planet?
Jamie says
Hi,
I’ve had no contact with them and they’ve offer no information. I was wondering more about the status of AJJB and the bill that they have sent as ‘proof’. I’ve also asked them for an update on my complaint but have had no response.
It’s just strange.
Best wishes
Jamie
Sara (Debt Camel) says
really it seems easier to talk to Pure Planet. At the moment you have no idea if and why you owe this money.
You have 30 days to reply to the Letter Before Claim, so its best to use this time to find out the facts.
Jamie says
Thanks for your reply. I have tried but will do so again.
I just wondered what would constitute a viable proof of of debt though. Is a bill sufficient?
I really want to establish that they have been given the authority to pursue it given that nothing has come from PP
Sara (Debt Camel) says
A viable proof of debt depends if you have any reason to dispute the bill.
do they say they are collecting on behalf of PP? or have they bought the debt from PP?
Jamie says
On behalf. However, the amounts they have asked for differ. There is no statement of account to explain this or evidence of any authority from PP.
Sara (Debt Camel) says
Just sort out with PP what the bill should be. If PP tell you they have no idea who AJJB are, then you know where you are. But its 99 to 1 that PP have asked AJJB to collect this debt, so its best to tackle the big problem which is this bill, whether it is right and whether you have paid it – don’t get side-tracked by the status of the debt collector.
Jamie says
OK, thanks for this.
Ting says
Someone (I am pretty sure I know who it is) took out credit cards in my name and I am now being chased by Cabot for some of them. Another creditor was chasing me but when I provided them with the actionfraud crime number they went away. Cabot, however, won’t. I have evidence that I was out of the country when at least one of the cards was taken out and being used in country. For the other cards they have provided me with statements without transactions, so it’s impossible for me to have evidence for now (though maybe a SAR to the original creditor can help?). However, Cabot are not interested in seeing my existing evidence and keep saying the debt is mine. As I have the evidence, I am tempted to just tell them to take me to court if they want to play that game and hope that they either back off or do take me to court and then I can show my evidence and be done with it. I’m getting tired of them hassling me for someone else’s debt. Are there any other options?
Sara (Debt Camel) says
You need to go back to the original lender, not Cabot, and say this is identity theft. See https://debtcamel.co.uk/loans-using-your-name-stop-identity-theft/.
Did the other creditor delete the debts from your credit record?
Ting says
Cabot contacted the original debtor who apparently “conducted their own investigation” and concluded it’s me. They also never replied to a SAR I sent them last year. I’m not sure what investigation they did as, again, I wasn’t asked to provide the information I had. I assume they just looked at the name and address and decided it was me.
I don’t know if the other creditor deleted it from my credit record. I’ve never had to deal with anything like this before so I’m not sure how I’d check!
Sara (Debt Camel) says
You need to complain to the original creditor and give them the crime reference number. Read that article on identity theft, make a list of things to do and work your way through it.
If you need help, talk to National Debtline on 0808 808 4000. They can help you prioritise what to do.
Ting says
Thank you. I already complained to the original creditor and gave them the number but heard nothing back from them. The only thing that came from them was their investigation result that they sent through Cabot.
Sara (Debt Camel) says
who is the original creditor? Did you phone them up and ask why they hadn’t replied to you?
Ting says
I also wrote to them separately and said it was identity theft but they ignored that as well.
Ting says
It’s Natwest. I’ve not called them. My mental health has not been great this past year and I can’t face speaking to them on the phone so I’d rather do everything in writing where I at least know I’m saying everything I need to say without getting stressed out and forgetting something.
Sara (Debt Camel) says
So you complained by email to them? Or how?
Ting says
I sent letters.
Sara (Debt Camel) says
And you never had a reply? Were they sent recorded delivery?
Ting says
No. The only thing I got back was a copy of their investigation that they did at the request of Cabot. I am now sorry I didn’t send my letters recorded, but it didn’t occur to me at the time I might not get a reply. Do you think it’s worth sending them again and doing it recorded this time? I still want to information I asked for in the SAR, though I’m not sure it would be worth complaining about identity theft again seeing as they should already know about the dispute from Cabot and have apparently decided to completely ignore everything I’ve said.
Sara (Debt Camel) says
You have to pursue this with NatWest unless you want to give up and accept this is your debt.
Letters are not a good way to communicate – slow and expensive,
Send NatWest a complaint here https://personal.natwest.com/personal/support-centre/how-to-complain/complaint-update-form.html asking why they haven’t replied to your letter about identity theft. Say you suffer from anxiety and can’t talk on the phone.
Ting says
Thank you. I will do that.
Lisa Mitchell says
I have found 3 historic cases of identity theft – an ex partner has taken out loans using my identity back in 2017. I have reported the accounts to the 3 credit agencies and the debt recovery agencies who own the accounts. To my surprise, Lantern who hold 2 of the 3 fraudulent accounts have told the credit ref agencies that the info is correct, they are the legal holders and have passed over the debts to 2 solicitors, and have instructed the credit ref agencies not to make any adjustments to my credit reports. Then (to add insult to injury) completely out of the blue a CCJ appears on my credit for an additional identity theft account. Again, I had absolute no knowledge of this account or ever received any correspondence about it! ….. this account is owned by Lantern too!!!! I have reported each of these accounts with Action Fraud and provided Lantern and their 2 separate solicitors with the ref numbers. They have acknowledged the CCJ account complaint that I have raised, and have said they will investigate – up to 8 weeks for an outcome. How do I stop them from pursuing these accounts, as they are saying it is me that owes the money when I don’t – the fact another of these accounts has been handed to a solicitor, worries me that they are planning to issue another CCJ! I am now stuck with a CCJ that is not mine and will have to pay to get it set aside, and and 2 other accounts owned by Lantern that they say is me, how can I prove it is not.
Please help!
Sara (Debt Camel) says
Have you disputed the debts with the original lender?
Lisa Mitchell says
I have for one of the accounts, which was with Satsuma, they have been great and passed on to their fraud team to investigate. In regards the 3 accounts that Lantern now own, I only know the original lender for the CCJ account, as when I spoke with the court they provided me this information. The other 2 accounts that Lantern have, I am still unaware of who they were originally with. All Lantern have said (via credit agencies) is that they are correct and so my disputes have been rejected.
Sara (Debt Camel) says
Stop trying to deal via the credit reference agencies, it just wastes time. Ask Lantern directly who the original creditors were as you wish to dispute the debt with them.
Lisa Mitchell says
Ok will do exactly that Sara – thank you!
Jason B says
I don’t profess to be an expert in these matters, but I’m pretty sure they can’t instigate court proceedings without giving you notice. For a CCJ to be awarded without your knowledge, they must have provided an invalid address so you were unable to respond to the case, and then they must have requested a judgement by the court in the absence of a response from you. That’s very underhanded. They also can’t sell the debt or pass it to a recovery agent without notifying you as far as I understand.
I would follow the lenders official complaints process, which I gather you may have done already, and if the response is not satisfactory, refer it to the Financial Ombudsman Service who I’m sure will find in your favour.
It also sounds as if their behaviour could be considered harassment – yes it is possible to have an organisation prosecuted for harassment, which is of course a criminal offence.
Also, have you reported the identity theft to the police? It’s a criminal offence that needs to be investigated and the person(s) prosecuted.
Sara (Debt Camel) says
Good points but in the case of a debt collector getting the CCJ, it seems simpler to follow up the identity theft with the original lender. If that is sorted, then the CCJ will have to be removed.
Jason B says
Didn’t think of that, so in that case I’d raise a formal complaint with both lender and debt collector and then escalate both to the FOS. Cover all bases, but that’s just me :-)
Lisa Mitchell says
Thanks for your advice Jason (and Sara) I feel so overwhelmed, and your advice has really made me feel much calmer and back in control!
I have reported to Action Fraud and supplied all of the info to Lantern and their solicitors.
I have contacted Lantern to provide me the names of the original lenders, I will then contact them directly to issue a complaint, once I receive this information from them.
I have also asked Lantern to provide a proof of postage for the ‘claim letter’ that should have been sent regards the CCJ, not even sure if this was even sent as recorded? I imagine as it is such an important correspondence it should have some tracking evidence?
If Lantern come back with the same messages as before – that the data is correct and owed by me, then I will pass over all correspondence (I am doing everything vie email) to financial ombudsman to settle the matter.
Will keep you posted!
Lisa Mitchell says
So, I have heard back from the Lantern in regards one of the fraudulent accounts (the one that has resulted in a CCJ) and they have sent me a form to fill in and send back within 7 days in order for them to investigate, the form states:
You must provide all the information requested below.
We will be unable to investigate if you do not provide all the information requested, including the crime
reference number. If we are unable to investigate, your account will be returned to our collections
process.
I have no issue in principle for providing my information, but am a bit uncomfortable sharing so much of my personal information – is this normal practice for me to provide them this information?
They are asking for the following, which I have no worry in sharing (in fact have already given them):
Full Name, DOB and address for the last 6 years, crime ref nos. from Action Fraud.
But they also want me to provide my employment history for the last 6 years, copy of bank statements (Ensure this is from the period of the disputed amount) and photo ID either passport or driving license.
I am worried and slightly hesitant to share so much information, so am just checking that this is usual.
They have not responded (as yet) to the other accounts that I have raised with them, so not been able to reach out to the original lenders to investigate with them directly either.
Sara (Debt Camel) says
I suggest you give them the information they want. It isn’t unreasonable when you are suggesting something is identity theft for them to have some information to assess this statement.