In terms of us not being able to recover a valid outstanding amount, the actual process is documented here. I would completely agree, as I said before, that the message given about this wasn't good enough and I'm going to make sure we improve that.

As I remember it, a percentage of the total amount is how the the debt collection agency charge us for collecting the debt. Someone else probably know more about the debt collection industry than me, but I think because our average debt is normally quite small, a percentage rather than a fixed cost gives better value (In in most cases it's lower than a fixed charge would be). Especially if you consider the extra work for us during this process, I don't believe this amount is out of kilter with the norm. [Edit to add - On that basis and given what I can see from a quick Google on this, yes I believe it's fair].

Ian

Edited by IanWild (Sat 17-Nov-07 17:33:35)

Fair comment.

No it should be a "reasonable" fixed charge...

if the debt is

I would just call Plusnet as suggested and take it from there.

the OP should be somewhat wiser come monday. perhaps he could report back on the outcome.

One further point Ian. Reading the letters PN send, letter 2 refers to a 20% admin charge as does letter 3, this suggests the charge is being made twice. Can you clarify please?

In reply to:

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I would just call Plusnet as suggested and take it from there.

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I quite agree, it's obviously a genuine mistake which will be rectified, and I have no doubt Ian will sort out the wording of the email regarding the Admin Fee.

There would only be one charge. I'll see if we can make that clearer too. It's pretty rare things get to this stage so I've not come across this one before.

Ian

A usefull excercise then

Hi, thanks for all the comments. I feel better now seeing that this is most likely a mistake. Will call plusnet on Monday and then post the outcome here. Fingers crossed.

Gonzalo