Prescription Letter refusal

I am extremely disappointed with the manner in which Nimble Group is handling a straightforward request regarding the prescription of my account.

There has been three years with no payment, no communication and no legal action relating to this account. I therefore requested written confirmation of the prescription status of the account.

Instead of providing a clear and professional response, I was told by an agent that my request must be “forwarded to the prescription department”.

That alone is not necessarily a problem. What is completely unacceptable is what happened next.

When I asked how long this process would take, the agent could not provide ANY reasonable turnaround time. I was essentially told:

“I don’t know. It could take one day, 14 days or more. I don’t know.”

This is an unacceptable response from a company handling consumers’ financial information.

I then asked whether I could contact the prescription department directly to resolve the matter. I was told no, despite the fact that Nimble Group apparently expects me to wait indefinitely for a department that I have no way of contacting.

So, to summarise:

* Three years have passed without payment, communication or legal action. * I have requested written confirmation of the account’s prescription status. * My request has been sent to an internal department. * Nimble cannot tell me when that department will respond. * I am not permitted to contact that department myself. * The agent assisting me could not provide even a basic service-level timeframe.

This is not customer service. It is bureaucratic obstruction.

I am not asking Nimble Group to do anything complicated. I am asking for a clear written response concerning the status of an account that has allegedly had no payment, communication or legal action for three years.

If Nimble Group believes the account has not prescribed, then they should clearly state the basis for that position and provide the relevant information supporting it.

If Nimble Group accepts that the account has prescribed, then provide the prescription confirmation in writing.

What is completely unacceptable is keeping a consumer in limbo while refusing to provide a timeframe, refusing access to the department dealing with the query, and expecting the consumer to simply wait indefinitely.

Nimble Group needs to take accountability for this matter and provide a substantive written response without further unnecessary delays.

I would also like this complaint to be escalated to a senior manager responsible for prescription/legal matters, rather than being sent back through the same frontline customer-service process that has already failed to provide an answer.