Whilst I am mid rant and have unresolved issues with my 'ex' service provider it would perhaps be inappropriate to name them at this delicate stage. However...the saga so far;
In early March 2018 I was approached by the residential arm of my current 'business' provider of telephone line and broadband services. Given the recent changes to our own business and on the back of their assurance/promise that I could switch from a 'business' contract to a residential contract 'without any' penalty being imposed.
Being both cynical and suspicious I requested the above promise be put in writing from both side of the offending organisation. By switching I received 'fibre' broadband, faster speeds and lower bills. Hooray for competitive salesmen... "leave it to me said the man, we will arrange everything"
Well within hours of signing up, I received a call warning me that I would have to pay £125 to be released from my contract (we have been with the same company for over 8 years now, very long contract me thinks). I confirmed that I had it in writing that I would 'not' have to pay that or any other charge... after a few grumbles the angry man agreed....phew what a relief that was, crisis averted.
3 days later I received written confirmation that I would now be charged £125 for 'cancelling my contract', I called the nice arm of the company who were going to give me a great service for less money, I was told to ignore the angry sibling. After many, many calls everyone kissed and made up, we all agreed I was not in contract to anyone and was free to switch away...
Fearing the angry sibling would take my money anyway, I paid my bill, in advance and in full up to an including the 02 April 2018, I then cancelled my direct debit. On the 17 March my landline and broadband was 'cut' off without any warning or explanation. I called the angry man and asked how they could do that given my account was in credit and paid up to the 02 April 2018?. He stated no direct debit, no broadband... It was their new policy and I would be charged the £125 for leaving my contract early and I would not be reconnected until I reinstated my direct debit. I was a little angry, I did shout and I did point out that my account was in credit, I was planning to switch my service to his nice sibling and unless I was reconnected I would take all of my business elsewhere.
I received an apology, was reconnected after several hours and the nice arm of the business then confirmed my service would 'switch' to them on the 05 April 2018. The switch was seamless, the connection speed was fantastic, I even left a nice comment on Twitter to show my gratitude for the nice sibling for doing exactly what they said they would do. However....
The grumpy side of the bushiness had other ideas, feeling grumpy because I had left them, he wrote to me telling me in a very grumpy and threatening way that I had better reinstate my direct debit to pay for the 3 days service I had in April (02 April to the 05 April). I called him and asked him to send me a bill and even offered to pay him his £2.55 over the telephone. Unfortunately he was not old enough to handle money and he needed to get a grown up to ring me back on Monday to take payment. He then gleefully agreed I owed 3 days at 0.85 per day (£2.55) but his boss still wanted me to pay for the whole month of April (£26) plus an extra £5 charge for cancelling my direct debit. They added they will keep adding charges until I pay, but if I was good I could always ask for a refund of any over payment?
I voiced my disapproval on twitter and was contacted immediately, I was promised a manager would call me today. I waited and waited, I waited some more. I got three apologies via email/direct message and was told that a manger will ring me ASAP.
watch this space, I am still waiting