Debt Collection
Incorrect information and failure to provide a refund
This is an ongoing issue and as such I will update this review as necessary. This is a long detailed review, but worth reading for any potential clients.... Read more
This is an ongoing issue and as such I will update this review as necessary. This is a long detailed review, but worth reading for any potential clients.
However, this is the situation I currently find myself in and as such, I feel it's important that anyone potentially looking to instruct AYOM Ltd to conduct debt collection are fully aware of how my case has been handled thus far.
BLUF - AYOM charged £1560 to conduct debt collection under what I believe to be the provision of incorrect or false information. As such I have requested a full refund, which thus far has not be paid.
During my initial Zoom consultation I was informed by the representative from AYOM that a new address had been found for my debtor. This was hugely important, as I had my reservation about the likelihood of a successful outcome, but was reassured that at the very least AYOM would be able to begin the process immediately, in the knowledge that they had an address to send correspondence to.
The consultation went on for almost an hour, as I asked more detailed questions relating to the process and in particular what would occur if AYOM were unable to achieve any debt recovery. I was very keen to ensure that a CCJ would be filed on our behalf, as I felt it was important there be consequences for the debtor moving forward.
Looking at some of the other reviews, I noticed that a few mention a lack of visibility concerning T&Cs and the contract. This was also something I experienced. I had to request access to these before paying the invoice, which was sent to me before i'd seen any T&Cs and or the contract. That being said, the documents were sent to me via email upon my request.
My invoice was for 10% of the debt total (plus VAT), so AYOM charged £1560. I was also offered a "brand new" customer service guarantee, which stated that after 6 months, if AYOM had failed to make 75 points of contact with the debtor, I would be refunded 50% of my fee. At this point I decided to proceed, reassured that AYOM already had an address for the my debtor and that at the end of the process, if nothing else, AYOM would assist with our request for a CCJ.
After one month, I requested a progress update and was informed that no progress had been made, as AYOM didn't have an address for the debtor.I immediately sought clarification, as this wasn't what I was told during my video recorded consultation.
It should be noted, that at this time the client portal did indicate that a letter had been sent to the debtor the day after I paid my invoice. However, when I questioned this, I was informed that this was just an automated entry and that no letter had actually been sent.
Since then I have requested a full refund (minus what I consider to be generous admin costs), as I feel that I entered into the agreement due to provision of incorrect or false information.
AYOM have failed to provide me with a copy of the recorded consultation and unsurprising the representative who conducted the initial consultation says he doesn't remember stating he had a new address for the debtor.
I have contacted the Financial Ombudsman Service for assistance and AYOM have 8 weeks from 27 July 2021 to complete their investigation.
As it stands, it is likely that AYOM will keep £750 for conducting a simple track and trace. Something that you can pay several other online firms to do for around £50 (please note this is only to obtain an address not to conduct debt collection).
I will post an update, once the 8 week period has passed. At which point AYOM should have completed their investigation and found that an error has been made on their behalf, which will then lead to a full refund.
Reviewed on 1st September 2021
Chris Nash
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