Cessation of service, still getting billed
Discussion
For a number of reasons I've decided to rely on my mobile and cancel my landline service. After contacting the supplier through the 'Contact Us' section of their website, none of my emails to them have actually been acted on - they just keep autoreplying, in one instance after filling in an online form, they replied by sending an email, requesting that if I wanted to add anything as a response, that I should type in a specific area when responding.
I did, and it bounced back with the response to contact them throught the online forms or via a cutomer service email address from the previously mentioned.
Called them this morning on an 0871 number, was put on hold for too long, decided to hang up. See what you think of this:
_______
Notice of termination of contract
Incident: xxx511-xxx836
Despite notifying you of termination of contract last month you have billed me again. My records prove that you received an email on the 11th May 2010, as you responded by sending the content back to me shorty after.
I emailed you by clicking the link to 'care@pipex.com' after logging in to my Pipex account, and clicking the 'Contact Us' tab. Your records show I entered the following on 11th May 2010 at 2.26 pm:
"Notice of termination of contract (Account Number XXXXXXX). I understand a payment of £12.99 is outstanding - please contact me on XXXXXXXX for full and final payment and cessation of service."
Despite taking the steps necessary to contact you, as provided by your website, you chose not to terminate my contract and you chose not to contact me.
Despite having called you on 0870 663 3300 on the morning of 27 May 2010, I was put on hold for an unnacceptable length of time.
Contact me on XXXXXXXXXXX for final payment of £12.99.
If you choose ignore this email, or demand that I telephone, or contact you yet again via a different method, or refuse to call me on XXXXXXXXXX, or you choose to continue billing me, you hereby agree to be billed my myself at the following rates:
• At £200 per full hour, or part thereof for administration.
• At £25 per email
• At £25 per telephone call
• At £50 per letter.
Please contact me on XXXXXXXX for full and final payment of £12.99. Failure to do so will invoke the above charges. This email is acceptable as evidence should the Small Claims Process be commenced.
Yours, etc
Thursday 27th May 2010
__________________
They've already emailed me, stating I should log in and use the online form or customer service email address (which I've already done over the last couple of weeks) - so I logged in and invoiced them for £225
Yes, I know there's two hopes and Bob's dead etc. But let's just see how it pans out...
I did, and it bounced back with the response to contact them throught the online forms or via a cutomer service email address from the previously mentioned.
Called them this morning on an 0871 number, was put on hold for too long, decided to hang up. See what you think of this:
_______
Notice of termination of contract
Incident: xxx511-xxx836
Despite notifying you of termination of contract last month you have billed me again. My records prove that you received an email on the 11th May 2010, as you responded by sending the content back to me shorty after.
I emailed you by clicking the link to 'care@pipex.com' after logging in to my Pipex account, and clicking the 'Contact Us' tab. Your records show I entered the following on 11th May 2010 at 2.26 pm:
"Notice of termination of contract (Account Number XXXXXXX). I understand a payment of £12.99 is outstanding - please contact me on XXXXXXXX for full and final payment and cessation of service."
Despite taking the steps necessary to contact you, as provided by your website, you chose not to terminate my contract and you chose not to contact me.
Despite having called you on 0870 663 3300 on the morning of 27 May 2010, I was put on hold for an unnacceptable length of time.
Contact me on XXXXXXXXXXX for final payment of £12.99.
If you choose ignore this email, or demand that I telephone, or contact you yet again via a different method, or refuse to call me on XXXXXXXXXX, or you choose to continue billing me, you hereby agree to be billed my myself at the following rates:
• At £200 per full hour, or part thereof for administration.
• At £25 per email
• At £25 per telephone call
• At £50 per letter.
Please contact me on XXXXXXXX for full and final payment of £12.99. Failure to do so will invoke the above charges. This email is acceptable as evidence should the Small Claims Process be commenced.
Yours, etc
Thursday 27th May 2010
__________________
They've already emailed me, stating I should log in and use the online form or customer service email address (which I've already done over the last couple of weeks) - so I logged in and invoiced them for £225
Yes, I know there's two hopes and Bob's dead etc. But let's just see how it pans out...
Edited by 0191mark on Thursday 27th May 11:50
P9 said:
Good for you, this kind of open ended poor customer service drives me mad!
I don't think you have a snow flake in hells chance of getting any money out of them though but it'll tie up their time in the same way that they have whilst dicking you about
It might make them actually pick the phone up and ask for the payment which I'm waiting to give them.I don't think you have a snow flake in hells chance of getting any money out of them though but it'll tie up their time in the same way that they have whilst dicking you about
HellDiver said:
Why not ring your bank and get the direct debit cancelled. When the ring up looking payment you can chew them a new one.
Already done that, they still tried to bill me! Looking forward to the chat. HellDiver said:
Why not ring your bank and get the direct debit cancelled. When the ring up looking payment you can chew them a new one.
Often what you have to do (although the bank may try to refuse) but I'd advise sending a recorded letter to the company. Certain companies, especially those with *difficult* cancellation procedures, will continue to "bill" you, evan in absence of payment, because you haven't terminated the contract in accordance with the T&C. After a while- several months, a year etc, they can then threaten you with court & blacklisting over the hundreds of pounds you owe them...
te.Their customer service is appalling. I have been in dispute with them for over six months.
They transferred my broadband to a new address last July, including cheap phone billing. They failed to add the phone in to the set-up but still billed me for it. When I contacted them in December they said they no longer offered the phone package (since before the change of address).
It took 16 emails to get an apology and some money back to cover the phone calls BT had charged me for and a refund of the money I had paid to not get charged by BT for calls. I eventually managed to get a MAC code from them and moved to another ISP.
They are still sending me bills for broadband AND the phone package!
My credit card was coincidently replaced recently due to damage to the chip, so they now do not have any way to take money from me - I have a full record saved of my correspondence about the complaint and their admission of fault, so I just ignore everything they send me.
Instruct your bank to stop paying, block their email address from your inbox and ignore their posted bills. Arguing with them or trying to get anything else from them will just get boring eventually
They transferred my broadband to a new address last July, including cheap phone billing. They failed to add the phone in to the set-up but still billed me for it. When I contacted them in December they said they no longer offered the phone package (since before the change of address).
It took 16 emails to get an apology and some money back to cover the phone calls BT had charged me for and a refund of the money I had paid to not get charged by BT for calls. I eventually managed to get a MAC code from them and moved to another ISP.
They are still sending me bills for broadband AND the phone package!
My credit card was coincidently replaced recently due to damage to the chip, so they now do not have any way to take money from me - I have a full record saved of my correspondence about the complaint and their admission of fault, so I just ignore everything they send me.
0191mark said:
HellDiver said:
Why not ring your bank and get the direct debit cancelled.
Already done that, they still tried to bill me! Looking forward to the chat. Gassing Station | Computers, Gadgets & Stuff | Top of Page | What's New | My Stuff