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#Post#: 14858--------------------------------------------------
DVLA agent gave wrong advice but still my fault?
DIR By: Mikes91
Date: February 2, 2024, 10:06 am
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Hello all, hope everyone is having a good day?
I live in the South East of England and I switched my banks a
few months ago and I wanted to ensure my direct debits were all
sorted, this included my car tax which I currently pay monthly.
I contacted the DVLA via web chat and spoke to an advisor who
directed me on how I should do this, by re-submitting a direct
debit via the website, as I had just paid road tax he advised me
to leave the old direct debit in place for a month just in case
the switch did not occur, which I did. I checked my new bank and
yes the direct debit was setup there as well. The old direct
debit was cancelled following the web chat advisor's advice
after the following month's payment was taken.
I followed everything the web advisor said to do and in early
November came out to see my car clamped, which I was fuming
about since I knew I'd sorted this as I had to take time out of
work specifically to get this off mind and completed. I was late
picking up my kids from school, one of which was very upset
because I was so late and is special needs. I got the wheel
clamp off by paying the fine ready to dispute it.
I've been going back and forth with the DVLA complaints
division, the first time I got written admission that the web
advisor had given me incorrect instructions which was followed
by the typical aettmpts to shift the blame to the consumer of
"it remains your responsibility" - then why have a system like
Direct Debit which, by their own website's admission, is meant
to let the consumer entirely forget about bills?
I checked with my new bank and the direct debit was setup,
working, nothing was wrong at all.
I have had calls from a debt collector asking for money on
behalf of their "client" DVLA and now a letter from DVLA asking
for £120 due to the car not being taxed.
I have also attempted to raise a complaint through DVLA's Chief
Executive, the online form is the only way to do this. It states
you will receive a response within 10 working days. I put my
initial request in on 20th December 2023 and didn't get a
response until 23rd January 2024 with a tiny part of the
response being dedicated to "sincere apologies" for this delay.
Which I will absolutely not accept and quite honestly it's
insulting.
I have also tried to call to speak to someone regarding this
matter and every single time I get to the main menu and pick an
option I get told the phone lines are too busy and to call back
later.
So my question among all of this, given that at every turn the
DVLA has some kind of shortfall, whether it is phone lines,
response time, untrained staff giving incorrect advice or
payment methods, how is this still my responsibility?
Should I just take this to court and if so, do I just seek to
clear it or can I claim back any compensation on this?
#Post#: 14859--------------------------------------------------
Re: DVLA agent gave wrong advice but still my fault?
DIR By: guest46
Date: February 2, 2024, 10:13 am
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You've missed a chunk of the story (hopefully!). If there's a
non-payment of a month, the DVLA don't send out clampers. did
you not receive any correspondance in the interim?
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