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Thanks for your patience and enquiry.
I am sorry to hear what has been transpiring and would not under any circumstance recommend that you ignore any of the letters or await the specialist team. They may never contact you. And, whilst you are waiting they may in fact proceed to obtain a CCJ against you.
The important step to take is to write to the company's complaints department. They are required to have a specialist team that deals with complaints. It is imperative also to reduce your complaint to writing so that you are able to refer to it in the event you need to escalate your complaint further. If after you have complained about this and you still receive no redress and have exhausted their internal complaints procedure you may escalate your complaint to the financial ombudsman. The financial ombudsman is able to review your complaint and where appropriate recommend that the debt be erased particularly in light of the fact that you have never used this particular card.
Can I clarify anything for you? I hope I have answered your query in a way that is simple and easy to understand. If anything remains unclear, I will be more than happy to clarify it for you. In the meantime, thank you once again for using our services.