CDER agent reduced me to tears, called me a liar, implied I claim benefits, and hung up on me all because I asked a simple question. Has anyone else been treated this way?
I don't usually post things like this but I need to feel heard by people who might understand.
I'm currently unemployed and going through treatment for cancer. My council tax debt was passed to a bailiff agency. I received their letter late but acted immediately I called, was advised to submit an income and expenditure form by email, did so the same day, and have automated confirmation of this.
I called back to ask one simple question: the letter was dated 27 April does the 14 day deadline fall on 11 May? Instead the agent:
- Questioned why I was calling from a private number
- Claimed he couldn't find my account using reference numbers from their own letter, then accused me of providing incorrect information
- Told me I was lying about submitting my form on time — I have automated email proof
- Could not give consistent answers on response timelines — his colleague said 5 days, the automated email said 14 working days, he said 10
- Made derogatory comments implying I claim benefits — I do not
- Accused me of hanging up on a previous agent, then hung up on me himself
I paid the full balance shortly after the call with my parents support…..out of fear.
I have submitted a formal complaint to the agency. I am also writing to the council requesting they contact me directly before referring to bailiffs in future.
Has anyone been through something similar? Was the complaint process effective? Any advice welcome. I feel so dehumanised.
Location: England, UK