Erik Ribsskog <eribsskog@gmail.com>
Lowell Complaint (Thread:5001562)
Erik Ribsskog <eribsskog@gmail.com> 18. mars 2024 kl. 17:03
Til: Complaints Resolution <Customer_Relations2@lowellgroup.co.uk>
Kopi: help@overdales.com, “complaint.info” <complaint.info@financial-ombudsman.org.uk>, enquiry@commsombudsman.org, customerwellness@three.co.uk, Customer Services <Customer_Services2@lowellgroup.co.uk>, complaintsresolution@lowellgroup.co.uk, Lowell Norge AS <svc.no.nova@lowell.com>, bank.no@lowell.com, bank.no@lowell.mypurecloud.ie, kundeservice@mail.efi.no, boligbistand@baerum.kommune.no, Lowell Norge AS <strom.no@lowell.com>, NorgesEnergi <kundeservice@norgesenergi.no>, Lowell Norge – kundesenter <kundesenter.no@lowell.com>, kundeservice@hafslundstrom.no, Bærum Kommune <post@baerum.kommune.no>, LOS Kundesenter <kundesenter@los.no>, Sfovpost <sfovpost@statsforvalteren.no>, “post@sivilombudsmannen.no” <post@sivilombudsmannen.no>, amnestyis <amnestyis@amnesty.org>, HRW UK <hrwuk@hrw.org>, LbF Leieboerforeningen <lbf@lbf.no>, post <post@finkn.no>, Akademikerforbundet <post@akademikerforbundet.no>, kom@nve.no, rme@nve.no, trl@nve.no, morten.schau@elvia.no, Abuse <abuse@telia.com>, “inger.lise.blyverket” <inger.lise.blyverket@forbrukerradet.no>, Phso Enquiries <phso.enquiries@ombudsman.org.uk>, Info <info@tpas.org.uk>, Postmottak ASD <postmottak@asd.dep.no>, Runcorn Office <runcornoffice@taroe.org>, Postkasse <postkasse@datatilsynet.no>, Lisa Eian <eian@eianadvokat.no>, strom.no@lowell.mypurecloud.ie, post@arbeidstilsynet.no, corporationsecretary@ofcom.org.uk, post <post@finanstilsynet.no>, Post <post@brukerklagenemnda.no>, NKOM <firmapost@nkom.no>, Post <post@forbrukerradet.no>, newsroom@ee.co.uk, enquiries@policeconduct.gov.uk, customer.complaints@ee.co.uk
Hi,
it seems you’ve sent the same email twice.
This I have to complain about.
Please escalate to a superior.
Erik Ribsskog
PS.
I had a look on the attachement.
And it was from April 2018.
But I moved back to Norway, in December 2017.
And the EE-sim card didn’t work, the last couple of months (as I remember it).
(I lived on different hotels, in Liverpool and Sunderland, from July/August to September/October 2017.
And then I lived in Tuebrook (in Osborne Road) from September/October to December 2017 (I rented from Belvoir, in Flat 4, 41 Osborne Road, Tuebrook, Liverpool, L13 8AS).
The upstairs neighbour could have been a gangster.
Once he and hes young girl-friend (a young blonde) waited for me (it seemed) in the stair-case.
(And the ‘Eminem-guy’ said the name of my def cousins Lene’s daughter (in Norway) I remember).
And the ‘Eminem-neigbour’ (I think his name was Steen, so I wondered if he had Norwegian ancestors) was like a ‘gangster-guy’.
He would wear a white hooded sweater (as I remember it).
So it could be that the neighbours stole the EE-subscription, in some way.
Please escalate to a superior.
———- Forwarded message ———
Fra: Complaints Resolution <Customer_Relations2@lowellgroup.co.uk>
Date: man. 18. mars 2024 kl. 14:15
Subject: Lowell Complaint (Thread:5001562)
To: <eribsskog@gmail.com>
Dear Mr Ribsskog,
Complaint Reference: 555289
Further to our email dated 7 March 2024; thank you for getting in touch to raise your concerns and for your patience whilst your complaint has been investigated.
My understanding of your complaint
You are unhappy because you believe you do not owe the outstanding balance on the former EE limited account. Due to network issues, you stopped making payments on the account.
Findings
At Lowell we take all complaints seriously and every effort is made to ensure that a thorough investigation is undertaken and the right outcome reached.
In order to investigate this complaint, I have reviewed the account and the information we hold.
Lowell purchased the former EE Limited account reference 314802737 in February 2019. You were notified of the purchase of the account in our letter dated 5 March 2019. We sent you the Notice of Assignment (NOA) together with a letter from EE Limited, which provides formal notification that this account was sold to Lowell.
Please note, Lowell purchased the account on the understanding that the outstanding balance on the account is valid and collectable. When the account was purchased, we were not notified of any unresolved issues.
As I am sure you will appreciate, Lowell are not party to the opening of the account, nor any conversations held prior to our involvement.
The account relates to broadband taken out with EE Limited on 1 August 2017 at the application address 10 Keith Court, Keith Avenue, Liverpool, L4 5XJ. The last payment received on the account was on 6 October 2017 for the amount of £30. The account was disconnected on 5 April 2018 due to non-payment.
I appreciate you had network issues/ faulty router; however, you would have had to contact EE and make them aware of any issues or problems you were having so they could look into the matter.
Please be advised that it is in the contract and terms and conditions of this account that when cancelling the account, you must give a 30-days’ notice and pay for that final month. As this was not done you have been deemed as liable for the outstanding balance of £38.71.
Based on the above, we believe the balance to be valid and owed. However, if you are able to provide us with any documentation to substantiate your claim, please feel free to send this into us so we can review this.
For convenience, I have attached a copy of the final bill for the account.
Conclusion
Based on my findings, I am unable to uphold your complaint. Please accept my apology for any inconvenience this matter may have caused.
Whilst I understand this is not the outcome you may have hoped for, I trust my rationale is clear, I do hope you understand the reasoning for my decision.
If I have misunderstood your complaint or there is any additional information you would like me to consider, please don’t hesitate to contact me. You can call me on Freephone 0800 542 0058 – we’re open: Mon-Fri: 8am-6pm – telling me your reason and including any evidence which has not already been provided that you think is important to your case. Alternatively, you can e-mail me using complaintsresolution@lowellgroup.co.uk, or write to me at Lowell Financial, PO Box 13079, Harlow, CM20 9TE.
The Dispute Resolution Ombudsman also provides a dispute resolution service to assist customers who feel their complaint remains unresolved.
You have the right to refer your complaint to the Dispute Resolution Ombudsman, free of charge – but you must do so within 12 months of the date of this email.
If you do not refer your complaint in time, the Ombudsman will only be able to consider your complaint in very limited circumstances, for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
For more information on their services, you can visit their website http://www.disputeresolutionombudsman.org.
Please let us know if you would like a copy of the Dispute Resolution Ombudsman leaflet sent out by post.
Next Steps
Moving forward, I have referred the account to our Trace Department to try and locate your current address. Please note, it is important that we have an up-to-date address or a care of address for you on file as we are required to send certain documents by post, such as annual statements or a Notice of Sums in Arrears. We also have a duty of care to keep you informed regarding any accounts we hold and any possible future action that may be taken. Please feel free to contact us and update your address or a care of address.
As your complaint is now closed, you can set up a payment arrangement on your account(s) to become debt free as soon as possible. The easiest ways to agree a plan with us is online or over the telephone.
We can offer support and advice by exploring other options if you are having difficulties for any reason, please get in touch so that we can help.
You can also register on our secure customer website www.lowell.co.uk to check your budget and set affordable repayments. If you’d prefer to talk to someone, call us on 0333 556 5733 and we’ll be happy to help.
In the interests of clarity, please find details below of the accounts which we currently hold for you:
Lowell Reference
Original Company
Brand
Current Balance
120143797
Capital One
Capital One
£880.58
314802737
EE Limited
EE Limited
£38.71
In respect of reference 120143797, the account is being managed by Overdales. Should you wish to discuss the account, please feel free to contact them. Please see below their contact details:
Overdales
PO Box 1399
Bradford
BD5 5GA
Email address: help@overdales.com
Telephone number: 0333 111 0810
Yours sincerely
Akbar
Customer Relations Officer
PS.
Jeg blogget om ‘Eminem-karen’ (Steen) i 2017:
https://johncons-blogg.a2hosted.com/2017/12/mer-fra-liverpool_2/