From Xilo's website: "We aim to answer all support tickets within 60 minutes during office hours and 8 hours outside of these times."
I placed an order for broadband on 6 March which I cancelled on 9 March under distance selling regulations. The broadband was to be activated on 14 March. Xilo accepted my cancellation on 11 March and confirmed this by email 12 March.
I have raised several email and support ticket enquiries with Xilo asking for repayment of the £62.99 I paid them for this service. My last communication from Matt at Xilo was on 12 March when he asked for more time to look into the matter.
I have been patient, however as the delivery date was the 14 March, in my view the company should have either gone ahead with performance of the contract (if they believed that I did not have the right to cancel) or given that they had accepted my cancellation, repaid the price.
Section 14(3) of the Consumer Protection (Distance Selling) Regulations 2000 states "The supplier shall make the reimbursement referred to in paragraph (1) as soon as possible". Given that I cancelled on the 9th, confirmed this on the 'phone on the 11th, received email acceptance of the cancellation on the 12th, and was to have the service installed on the 14th I cannot see why the company would ignore my correspondence and not issue this refund.
I believe I have no recourse except through the Courts. I have prepared a summary cause action and intimated to Xilo via the ticket system and email that I would be commencing proceedings tomorrow morning if I had not heard a reply by close of business today. Xilo have disabled my access to the online ticket system so I cannot see if they have replied. This is fair enough as I am no longer a customer, however I have not received any email or calls to say I will be refunded.
I shall be raising an action in my local Court tomorrow morning, and cannot comment here while the matter is sub judice. However I thought others may be interested in hearing how this company deals with refunds as I have read on two seperate websites complaints about Xilo not refunding in a timely manner.
I look forward to the opportunity to present this matter to the Court and learn whether the Distance Selling Regulations do indeed apply to broadband service providers, and how the requirement to reimburse "as soon as possible" will be interpreted. I intend to update the community here and elsewhere after the litigation is concluded.