Internet advise for Mum

[Narcisus]

Where to start ... My ( now 80 ) mum decided she needed broadband in 2014 and on the advice of next door went with . The kit came and I installed it but the speed was rubbish and after a year she cancelled and has not had internet since.

When she had the service I set her up with a Gmail account for billing etc which I've not looked at for a long time until yesterday where I found out have been charging her £30 extra a month for Internet for the last 5 years on a rolling contract!

Spoken to mum and she is adamant she cancelled it over the phone.

She's spoken to them this morning and it sounds like the guy on the other end of the phone has not been very helpful with a bit of an attitude and mums come away a bit upset.

So first thing first I'm going to go over to her house tomorrow and call and ask them to remove the internet from her 'Package'.

Second thing would we be able to recover the money they have taken for her Internet over the last 5 years or chalk up to experience?

Mod edit. No name and shame please

[mcflurry]

Did she get any bills or letters from the company?
Did she return any equipment?

[Narcisus]

mcflurry said:

Did she get any bills or letters from the company?
Did she return any equipment?

Pretty sure they told her to just dispose of the kit... In theory I should have all her bills and correspondence in her Gmail account as it was all paperless ... I'll check later... If not then it's probably going to be a case of her word against theirs :-(

[megaphone]

Having been through similar issues with my elderly mother I now deal with everything. I have access to her email, we have a joint bank account. All services are set-up in both our names so I can control.

[The_Jackal]

Use any means to get a solicitor or lawyer draw up the letter asking for the money back WITH interest.
It will st them up and you will get results and they'll carry on screwing plenty of other poor sods.

[Narcisus]

The_Jackal said:

Use any means to get a solicitor or lawyer draw up the letter asking for the money back WITH interest.
It will st them up and you will get results and they'll carry on screwing plenty of other poor sods.

Just spoken to my mum and it sounds like the #### was trying to sell her a package at £60 a month !!!

[Chozza]

Phone them up yourself.

Ask them to check the details of the conversation with your mother.

If necessary play the "mis-selling to vulnerable person" card and ask for a transcript of the conversation

Also ... check if the tariff has changed at all in that time as it might be easier to find that they increased a tariff or updated her offer - which would have triggered communication - if they missed these , then its more ammunition

[Narcisus]

Chozza said:

Phone them up yourself.

Ask them to check the details of the conversation with your mother.

If necessary play the "mis-selling to vulnerable person" card and ask for a transcript of the conversation

Also ... check if the tariff has changed at all in that time as it might be easier to find that they increased a tariff or updated her offer - which would have triggered communication - if they missed these , then its more ammunition

Cheers. Yes will call tomorrow from my mums.

[dapprman]

megaphone said:

Having been through similar issues with my elderly mother I now deal with everything. I have access to her email, we have a joint bank account. All services are set-up in both our names so I can control.

Almost falsely replied to this one then noted everything is in both your names

For those who are looking at similar and not in a position to do the same, then work with your parents to get Power of Attorney sorted over their financial and health/legal matters - short term may make no difference, further down the line it could be a god send.

[megaphone]

dapprman said:

megaphone said:

Having been through similar issues with my elderly mother I now deal with everything. I have access to her email, we have a joint bank account. All services are set-up in both our names so I can control.

Almost falsely replied to this one then noted everything is in both your names

For those who are looking at similar and not in a position to do the same, then work with your parents to get Power of Attorney sorted over their financial and health/legal matters - short term may make no difference, further down the line it could be a god send.

I have power of attorney set-up if needed. It is a lot easier just to have things in joint names, or in your own name, my mother's mobile and home phone/bb is in my name, I actually pay for it. This was after I found she was paying top price for services she hardly used, the only reason we have BB at her house is for Alexa and iPlayer. The bill was £57/m, now it's £28.00/m.

I also have her registered as a vulnerable person with all the services, just helps when you ring to talk to them. Doesn't stop them trying it on when it comes to price rise time.

Edited by megaphone on Wednesday 3rd March 05:53

Edited by megaphone on Wednesday 3rd March 05:56

[sutoka]

A relative of mine was brought in to go through the outgoings of a well-known organisation. The general secretary is was well into her 80's and they were concerned about contracts being taken out.

What they found was that in an office with three permanent staff and only one in the office full- time they were paying a company let's just call them Bee Tea £900 a year for a broadband connection they didn't have.