Lowell Financial sent a โgoodwillโ payment to apologise for poor call handling ! ๐
Lowell took over my case from Vanquis Bank last autumn, though I donโt owe to this credit card company. Vanquis rejected my last payment nine months ago, charged off the account, and sold my account data to Lowell against my wishes. I explicitly told Vanquis to transfer the account lawfully, via deed of assignment, though they ignored me. I was on a call with a manager at Lowell Financial. While I was explaining what the law says about data handling and deed of assignment, the line dropped. When I called back, a call handler refused to reconnect me to the manager and demanded my date of birth, which I do not provide to third parties. He then accused me of sounding like a โfreeman on the land conspiracy theorist.โ When I asked what that meant, he refused to explain and still wouldnโt transfer me before disconnecting the call. Once I finally reached the manager again, I apologised for the delay (the company didnโt have my phone no). I didnโt complain, I simply asked whether he knew what โfreeman on the land conspiracy theoristโ meant? ๐คญ The manager apologised for the experience and said he would monitor the call and discipline the handler if necessary. ๐ He also offered to request that my case be closed based on the information I gave him, though he couldnโt guarantee that Lowell Portfolio would agree - so weโll see. Lowell sent a ยฃ25 cheque as an apology for the poor call handling. ๐Staying polite clearly paid off for me!